Complaints

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

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  Bay Property Management Group

  1114 St Paul St Suite 1A Baltimore, MD 21202

  
• 

  Bay Property Management Group

  216 Crain Hwy N STE 202B Glen Burnie, MD 21061-3085

  
• 

  Bay Property Management Group

  1 Heighe St STE 1D Bel Air, MD 21014-4130

  

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: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:05/05/2025

  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: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:10/01/2024

  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.

  My wife and I hired BMG to manage our property. They did so for three years. Our contract expired on July 31, 2024. This was the same date the lease with our renters at the property expired. However, BMG has not paid us the last months rent they collected from the renters. They have also not returned to us the renters security deposit nor returned it to the renters. The property was the same as our current address: *** ****** *** Silver Spring MD 20902. The amount should be $3182.50 for the rent and $3673.27 for the security deposit.

  

  Business Response

  Date: 10/03/2024

  We would like to clarify the situation
  regarding the complaint about the management of the owner's property.

  The owner initially requested a
  termination of the Property Management Agreement on February 2, 2024. The
  tenants residing at the property moved out on July 31, 2024, and the PMA
  officially terminated on September 10, 2024.

  As outlined in the Property Management
  Agreement under Section 11.C - Owner Responsible for Payments:
  “Upon termination, Owner shall pay
  Manager any fees, commissions, and expenses due to Manager for services already
  rendered or payments due through the month of termination. Owner shall assume
  and satisfy the obligations of any contract or outstanding bill incurred by
  Manager under this Agreement. Manager may withhold funds for up to 60 days
  after the end of the month in which this Agreement is terminated to pay bills
  previously incurred but not yet invoiced and to close accounts.”

  Recently, the company experienced
  internet issues that contributed to the delay in processing the final payout.

  We understand that this situation can be frustrating, and we want to reassure
  you that our team is committed to expediting the process to ensure that funds
  are released as quickly as possible once all necessary steps have been
  completed. We anticipate processing the final payout by the end of this week.

  Thank you for your understanding.
  
  Sincerely,
  Bay Property Management Group
  

  
  

• Initial Complaint

  Date:09/11/2024

  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 July 11th, I woke up to chipped paint that fell on to my floor from my ceiling in my bedroom. I saw some yellowing and discoloration begin to form on the ceiling. I contacted my property manager for assessment on 7/11. Between 7/11 and the end of the month, the discoloration began to grow, and started to from down the wall and increased in size on the ceiling. It was determined that there was a leak, which has since been repaired (in mid-August). Before the leak was repaired, however, water was coming out of my outlet, mold began to form, my floors began to buckle, and to this day, I still do not have full use of half of my apartment. Today, 9/11, I finally got a repaired outlet that I can now use. Mold is still continuing to grow (according to the electricians who came a week and a half ago for further assessment, the outlet and casing was still completely waterlogged. I have been told that interior repairs will be started as early as the first week of October (3 months since the start of the issues); however, they will have to rip open my walls and floors for a repair and the work may take more than one visit, delaying use of my full apartment even more. Additionally, ripping open walls and floors will expose me to the mold and lead paint in my unit. I have asked the company for the license numbers for the contractors they’ve hired, and they will not provide them to me. I just moved in to this I unit in March 2024 and have been timely on all rent payments just to not be able to use half my apartment, while it still poses a health risk (I have a disability and an autoimmune disorder). Further, I have a pet who is exposed as well.

  

  Business Response

  Date: 09/26/2024

  We
  sincerely apologize for the inconvenience caused by the issues experienced in
  the unit and we completely understand the residents' frustration regarding the
  delays in completing the necessary repairs.

  
  Upon
  review of the case, the following timeline outlines the key events related to
  the repairs in your unit:

  - July 11, 2024 – Initial report of the
  chipped paint and discoloration on the bedroom ceiling. At this time, our
  team believed the cause to be a plumbing leak and conducted multiple
  assessments to confirm the source.

  - August 6, 2024 – After multiple evaluations
  by both in-house technicians and vendors, it was determined that the leak
  originated from the roof vent of the property, rather than a plumbing
  issue. We moved quickly to address this upon discovery.

  - August 9, 2024 – The roof vent repair was
  completed, stopping the source of the water intrusion. From this point,
  our team coordinated efforts to assess and address the interior damage
  caused by the leak.

  - August 11, 2024 – Our team arranged for an
  electrician to inspect the electrical components in the unit, particularly
  those affected by the water intrusion. The inspection revealed an issue
  with the bedroom outlet. For safety reasons, the power to the outlet was
  cut off until it could be safely repaired.

  - September 11, 2024 – The bedroom outlet was
  replaced, restoring functionality and safety to that part of the unit.

   

  - September 17, 2024 – The interior repairs,
  including mold remediation, were completed, and the damaged flooring was
  repaired as well.

  
  
  We
  recognize that this process has taken longer than anticipated. There were
  several factors contributing to the duration of repairs:

  - Complexity of Leak
  Identification: The source of the leak was initially difficult to diagnose.
  Multiple assessments were necessary to pinpoint that it originated from
  the roof vent, not from internal plumbing.

  - Coordination Across Multiple
  Units: The leak affected multiple units, which required our technicians to
  carefully manage and prioritize repairs to ensure all tenants received
  proper attention. This extended the timeline for completing interior
  repairs, including this unit.

  - Vendor Scheduling and Safety
  Concerns: Given the involvement of specialized contractors (roofers, electricians,
  mold remediation experts), coordinating their schedules contributed to the
  extended timeline. Additionally, our team prioritized your safety by
  cutting off power to the impacted outlet until repairs could be completed.
  
  We
  sincerely regret the disruption this has caused. Our focus has always been on
  ensuring the quality and safety of the repairs.

  After
  reviewing this case, our team agreed to offer a rent concession due to the
  ongoing issues in the unit, specifically the bedroom area. As mentioned, the
  impacted area accounts for approximately 25% of the unit, and we’ve taken this
  into consideration when calculating this concession.

  While
  25% of the base rent amounts to $332.25 per month, we’ve decided to extend a
  slightly larger concession of $1,000.00. This concession covers the months of
  July, August, and September. The total amount was posted into the tenants'
  account on 09/18/2024.

  We did
  offer the tenant the option of staying in one of the vacant units while her
  repairs took place, however, she elected to stay in her unit while the repairs
  took place.

  We are
  committed to resolving this matter fully and ensuring that the living
  environment meets the standards that all residents deserve.

  Sincerely,

  Bay Property Management Group

  Customer Answer

  Date: 10/02/2024

  I was never offered a vacant unit to stay in. Additionally, the subcontractor that eventually came out to fix the buckling floors quit the job in the middle of because he was told by the contractor that he would not be getting paid for the work. I still have buckling floors in my unit, there is still moisture in my unit as indicated by a moisture meter reading taken by Bay Management (on the wall and floor). This situation is not resolved despite me getting a concession on rent. I still have waterlogged floors, and mold beneath these floors. 

• Initial Complaint

  Date:09/10/2024

  Type:Customer Service 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.

  Terrible communication, represent cheap owners.
  
  I have to say leasing experience with Bay Management was the worst I’ve had to date. The initial lease process was okay, but after that it quickly ran down hill. Bay managed my property, but it was owned by a cheapskate. I had to fight to get basic expectations met - like missing blinds installed and a new kitchen light. I had to make sure I was off work two separate occasions - one for a contractor to come out and get an estimate - then wait for owner approval - the installation. I was denied by the owner installation of missing screens for my windows. (So, it was either keep windows shut, or open them and let all the insects in.)
  
  Over the course of the year, I had two different property managers. Both were lousy at communication. There were several instances where Mariana did not return calls or follow-up on requests. For example, I was being mailed filters for my HVAC. However, I was never able to locate my unit to replace them. So, I asked multiple times where the unit was to do this (because they send reminders telling us to change them). To this day, and by two different property managers, I never received an answer.
  
  The “icing on the cake” was close to move-out, I get a text from property manager Leah saying the water bill needed to be paid. The problem is this was on the shut-off date from the water company!!! For some reason, they waited to forward the bill until the day it was scheduled to be shut-off! As you can see, I was then charged a late fee. Bay made sure to hold my deposit return for over a month to pay the final water bill.
  
  Bay also trains their receptionist to not transfer calls to managers. If you’re displeased with your property manager, they will not transfer you to anyone in authority above them. They let your manager know you’re “asking for a manager,” then usually, your property manager contacts you within minutes.

  Customer Answer

  Date: 09/11/2024

  My lease ended 7/24/2024, however, I vacated the property on 7/17/2024.  
  

  I’m asking for a refund of the $4.49 out of principle due to the leasing company not presenting me with the quarterly water bill until the day of shutoff!  (The shut off date is usually well after the first bill is sent.).  

  

  Business Response

  Date: 09/30/2024

  We
  sincerely apologize for the inconvenience caused,

  After
  carefully reviewing the complaint filed by the tenant concerning the $4.49 late
  fee associated with the water bill, our team has decided to proceed with a
  refund for the disputed amount.

  The
  tenant vacated the property on July 17, 2024, prior to the lease end date of
  July 24, 2024. However, there was a delay in presenting the final water bill
  for the previous period, which led to the application of a late fee.

  As a
  result, we will be refunding the tenant the $4.49 late fee. The check will be
  processed and sent to the tenant by Wednesday at the latest.

  We
  sincerely regret any inconvenience this may have caused and are committed to
  ensuring that such issues do not arise in the future.

  Thank
  you for your understanding.

  Sincerely,

  Bay Property Management Group LLC

  
  

  Customer Answer

  Date: 09/30/2024

  
  
  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.  Although the reason for the late fee application is incorrect in the reason Bay Management provided, the refund of the fee is sufficient.  (The late fee was assessed because the business failed to present me with a past water/sewer bill until the day of disconnection for payment.  Obviously, since it was marked for disconnection, a late fee had already already assessed.  My move out day has nothing to do with it.)
  
  
  
  Sincerely,
  
  
  
  ****** **** **

• Initial Complaint

  Date:07/25/2024

  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.

  Bay Property Management Philadelphia managed my property for 5 years. After my long time tenant left, they found a new tenant. The house needed some cleaning, landscaping and minor maintenance. My property manager Olga provided a quote from a company called ********.
  
  Update or touch-up Paint: $900.00
  Includes: windows sills, floorboards, closes, removal stickers, wall outlet cover repair.
  Deep Cleaning: $490
  Landscaping: $750.00
  Includes: Clean front yard, back yard and Trimming of the tree branches.
  Back yard Fence Door need to be repair $250.00
  Total: 2,390.00
  
  The majority of this work was not done.
  Minimal painting occurred and did not include window sills or floorboards as specified on the quote. One sticker was removed and one outlet cover was installed.
  The Deep cleaning they performed did not include the pantry, windows, floorboards, trim, or cobwebs. The only work I found evidence of was leftover soap residue from mopping.
  The only landscaping performed was mowing the grass and cutting a few small branches. They did not edge, blow, mulch, weed, or clean any of the gardens even though it was specified in the quote.
  They installed a gate lock on the outside of the gate which did nothing. The lock moved with the gate when opened. This damaged the gate because it now has to be repaired by removing the ineffective lock and drill holes fixed.
  
  After 4 months of arguing with Bay Property Management, they paid the vendor $1500 without my authorization and refuse to issue any refunds. I have started termination of my contract and plan to move to another property management company.
  
  They owe me $1500 because I never authorized payment to ******** since they did not fulfill the job requirements from their own estimate.

  

  Business Response

  Date: 07/29/2024

  We deeply regret any inconvenience that the consumer has experienced with the recent services performed on the property.

  Initially, the contractor hired to complete the job quoted a total of $2,390.00 for a full-service turnover. However, the job performed did not meet expectations as part of the quoted scope was left incomplete.
  
  Our team understands the importance of addressing these issues promptly to ensure a seamless and smooth move-in experience for the new residents. The contractor was contacted and notified about the missing items, and immediate action was taken to complete the pending work. This also included a discount, reducing the original quoted amount to $1,500.00.
  
  After this, the job was fully completed, and no further issues have been reported by the current tenants. We are committed to providing transparency, permanent solutions and, as a property management company, our team strives to maintain high-quality communication and repair services.
  
  Your understanding and patience are greatly appreciated as we continue to improve our services.
  
  Sincerely,
  
  Bay Property Management Group LLC

  Customer Answer

  Date: 07/29/2024

  
  
  I am rejecting this response because: 

  The work was never fully completed. I explained in detail several times over the past 4 months all of the items left incomplete. Bay Management told me several times they understood and agreed but never did anything about it. They promised me they would not pay the quote until I was satisfied but even after telling them a dozen times I was unsatisfied, they paid the invoice with my money anyway.

   

  i requested a detailed invoice of the work completed which they could not provide. I asked for the business license and proof of insurance of ******** which was also never supplied. 
  
  
  
  Sincerely,
  
  
  
  *** ****

  

  Business Response

  Date: 07/31/2024

  We deeply regret any inconvenience experienced regarding the recent turnover work at this property.
  
  Transparency is the most important aspect to our team, and we strive to deliver top-quality services to all our customers. Upon receiving feedback from the owner, we took immediate action to address the issues, understanding the urgency to complete the work as approved in the initial quote.
  
  Our team has made every effort to address the owner’s concerns and negotiate with the vendor to reach a fair resolution. We provided evidence of the work completed after the work recall and successfully negotiated a significant price reduction on the final invoice. Although we attempted to secure a further reduction, it was not possible.
  
  As previously stated, the current tenants have not reported any complaints regarding the quality and state of the property. Additionally, we have attached emails where the contractor’s quote was approved by the owner, and the required amount was added to our portal before we had the vendor proceed with the work
  
  We are committed to improving our services to prevent similar issues in the future. We appreciate your understanding and patience as we work towards resolving this matter.
  
  Sincerely,

  Bay Property Management Group LLC.

  Customer Answer

  Date: 07/31/2024

  
  I am rejecting this response because:

   

  Again, there was no proof the work was completed. I stated several details from the quote that were not done. The floorboards were not painted as listed in the quote and the closets were not painted. Where is the proof this was done? I asked for a detailed list of work done on my property which was never provided by Bay Management or the vendor. The front and back yard were not “clean” whatever that means. The windows were not clean and cobwebs remained on the ceiling, why isn’t that part of “deep cleaning”? The fence door was never fixed, rather it was damaged. What proof?
  

  I provided proof of issues left unresolved which were never addressed. 
  

  Also, Robert promised me on two separate occasions over the phone the invoice would not be paid without my approval. I never approved $1500. Furthermore, Robert also told me the vagueness of the quote was irregular and it was extremely odd that the vendor could not provide a list of work completed. 
  

  Bottom line is that there was never any proof of the work being complete even though I requested it multiple times.

  the tenants have barely stepped foot into the house since May. They are college students who plan to live there when the school year starts. They are hardly an adequate gauge for whether the work was complete according to the quote they never saw.

  
  
  
  Sincerely,
  
  
  
  *** ****

  

  Business Response

  Date: 08/05/2024

  As previously communicated, Bay Management Group is committed to maintaining transparency and addressing concerns with diligence. Despite our team's best efforts to resolve the issues raised, it appears that the work performed at the property has not met the owner's expectations.

  Our team undertook several measures to address each concern raised and collaborated with the contractor to ensure the scope of work pre-approved by the owner was completed satisfactorily. We recognize the importance of meeting agreed-upon standards and have acted in accordance with the pre-approved quote.

  It is crucial to note that once a job is pre-approved, BMG is obligated to honor the payment terms as agreed. Per our investigation, we have found no proof of any promise communicated that the payment will be held until the owner is satisfied. It was communicated, however, that if there were any specific areas requiring attention, the request should have been listed in detail prior approval.

  Attached, you will find an email with photos demonstrating that the items initially highlighted were addressed. It would be unjust not to pay the vendor for the work they completed after the recall. We hope this evidence clarifies the steps taken to resolve the concerns.

  We appreciate your patience and understanding as we work towards a resolution. Should you require any further information or clarification, please do not hesitate to contact us.

  Sincerely,
  Bay Property Management Group LLC