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: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

• Initial Complaint

  Date:07/18/2024

  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.

  As my property mgmt company, Bay Property Mgmt was supposed to facilitate the move out of tenants in my rental property. However, after tenants moved out, they did not correctly inform tenants of charges they owed (approx $4k) due to damages they incurred on the property. They also incorrectly deducted items from my rent payments that also should have been directly to the tenants. They have been unresponsive and have not made any reasonable attempts to recoup the amount that I am owed. Additionally, the tenants are reaching out to me directly for information as they are also receiving false & inaccurate information from the property manager.
  
  Emails directly with Bay Mgmt on this topic are attached.

  

  Business Response

  Date: 07/26/2024

  We appreciate the consumer reaching out and apologize for the inconvenience these issues have caused the owner. We understand the importance of maintaining accurate records and providing detailed information to the owner.
  
  Regarding the past residents' move-out, our team of property managers is diligently following up to ensure that the remaining amount owed for property damages is paid promptly. The charges owed by the tenants were already applied to their security deposit, as detailed in the disposition letter sent in accordance with Maryland laws.
  
  Regarding the erroneous charges to the owner, we are aware of this issue and our team will take immediate action to process a refund and charge the past tenants accordingly.
  
  As a property management company, we recognize that communication is crucial for ensuring streamlined and smooth processes. We are committed to providing clear communication with our customers and resolving issues promptly to prevent similar problems in the future.
  
  Sincerely,
  
  Bay Property Management Group LLC

• Initial Complaint

  Date:07/16/2024

  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.

  I live in ********* ***** ********* *** Ive been without Central air for a week now and still currently waiting No one came out yet to fix this emergency. I contacted *** and they told us to contact the property manger I have called One of the property mangers & was told to contact someone name Brittany (410-********) about seeing when a technician can come service me I’ve been calling all day no answer . We been out of the apartment for a week due to extreme heat today is going into the second week. No one has contacted us or reached out to us in regard’s to this situation by us not being able to live there at this time we are requesting a reduction to the rent cost . This has been and inconvenience to us considering we don't have a place to live .

  

  Business Response

  Date: 07/19/2024

  We appreciate the consumer reaching out regarding the air conditioning problem in his apartment and deeply apologize for the inconvenience this has caused. We understand the urgency and importance of having a functional AC and addressing these issues as promptly as possible.
  
  Regarding communications, the resident placed an online ticket for the issue on 7/10/24 at 4:10 PM. Later, at 7 PM, this request was canceled by the resident as he decided to call the emergency maintenance line to report the AC issues. He was informed at that time that his request was added to our system. While communication and responses have not been ideal, we have been in fact in communication and have started service to his unit in an appropriate time manner. 
  
  To address the issue, on 7/11/24, our maintenance team assigned a specialized vendor. However, due to high demand and heatwaves during this time of the year, we regret that the earliest available schedule for a permanent repair is on 7/22/24. While understanding the importance of the issue, we installed a temporary unit in the master bedroom as a temporary fix to provide some relief until the HVAC company could service the property.
  
  The resident later requested a second temporary unit for the other bedroom. However, we explained that this was not possible due to the high BTUs, as this could cause the apartment's breakers to trip, potentially leaving the apartment without electricity. 
  
  Please rest assured that we are doing everything possible to expedite the repair process and ensure the resident have a fully functioning air conditioning system as soon as possible.
  
  
  Sincerely,
  
  Bay Property Management Group LLC

  Customer Answer

  Date: 07/22/2024

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

• Initial Complaint

  Date:06/20/2024

  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 May 15th, I woke up at 11:30 at night to water loudly gushing into the bathroom of my apartment. Called emergency maintenance, they could do nothing. They could send no one. I had to stay up and dump buckets of water all night. I missed the following day of work. At 8 am I called asking when someone would be here as it was an emergency. I had to make several calls to speak to someone and get any information. They told me 8:30. At 10am no one had showed up. I had to make several calls again to follow up. I was told the leak was from the upstairs neighbor self installing a bidet. The leak continued. The bathroom floor began disintegrating. I took pictures of all the damage from water to my own things as well as the bathroom. Water was dripping out of the electrical socket that is attached to the light fixture. Water was coming out of my wall. Still no one did anything but bring a dehumidifier. Then I was told it’s a leak from the chimney. It wasn’t raining when this leak began. This leak has continued to occur since and it has only rained one time during a point where it was leaking. It does not leak every day. But the leak has now traveled. The entire ceiling is wet. I have reported this several times and still nothing has been done. I had to fight them and threaten legal action to get the floor replaced. They tried to take a picture at an angle of one single tile to say that the floor was not an issue. I still have pieces of the floor that just fell apart as you walked on it. My emails are being ignored. The issue still exists. The “assistant property manager” Africa B******* and the maintenance coordinator Lucero H****** have not responded in over 48 hours to two emails and have canceled my maintenance request in the portal. They are the absolute definition of slum lords.

  

  Business Response

  Date: 06/21/2024

  We deeply regret any inconvenience this may cause the consumer regarding the bathroom leak issue and provide an update following the recent issue experienced.

  On 05/15/2024 at 10:42 PM, the bathroom ceiling leak was reported through our maintenance portal and emergency line. Unfortunately, due to the tenant in unit 3F not answering our calls, immediate dispatch was not possible. The following day, a technician visited the site, replaced the toilet’s fluidmaster in unit 3F, set up a dehumidifier in unit 2F, and treated the ceiling with Moldex as a precaution. Despite these measures, the issue persisted. Subsequent water tests for both the third and fourth floors revealed no leaks. Further investigation traced the problem to the chimney.

  On 05/22/2024, a roofing company capped the chimney with sheet metal, and a mason spot-pointed, caulked, and parged with roof cement to ensure a long-term solution.

  The issue recurred on 06/17/2024, and a technician was dispatched promptly on 06/18/2024. It was discovered that the tenant in unit 3F had been washing clothes in the bathtub, causing water to spill onto the floor. To address this, the bathroom floor in unit 3F was caulked on 06/19/2024.

  Since then, no further issues have been reported. We are committed to providing permanent solutions to prevent such problems from recurring in the future.

  While we are unable to offer credit at this time, please be assured that we are constantly striving to enhance our response and maintenance procedures.

  Your understanding and patience are greatly appreciated as we continue to improve.
  
  Sincerely,

  Bay Property Management Group LLC

• Initial Complaint

  Date:05/13/2024

  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.

  I have been putting in maintenance slips everyday for the past 10 days. Every year my AC unit just needs a 10 minute freon refill due to a leak. MY requests have been getting cancelled and I have not received any phone call or any sort of contact until yesterday I got an email from Lucia. I emailed her twice and got no response. I even phoned the HVAC company she mentioned and left a message for someone to phone me back - to no avail. I have not received any response. My requests in the website portal have been getting "canceled" and there has been no contact or resolution made!! It's getting hot and I'm on the 3rd floor. It is not difficult to send someone out for a quick maintenance request that takes literally 10-15 minutes to refill the freon. I'm going to start putting my rent in escrow from now on and I'm leaving this horrible rental company. they are rude and don't do their jobs.

  

  Business Response

  Date: 05/16/2024

  We appreciate the consumer reaching out regarding their HVAC concern and apologize for any inconvenience caused. We understand the importance of addressing these issues promptly to ensure the comfort and safety of our valued residents. 
  
  Regarding the maintenance request being canceled, our maintenance team is working on the original work order created. The records indicate that the other work orders are duplicate requests, and we acknowledge that duplicate orders can lead to confusion and inefficiencies, hence the cancellation on the system.
  
  Based on the recent findings of the HVAC expert's assessment, the root cause of the concern is that the HVAC unit has a more serious leak that requires further inspection and maintenance compared to previous years. This issue involves obtaining the necessary part covered by the manufacturer then doing the repairs. This solution will prioritize long-term reliability and efficiency to minimize disruptions for our residents.
  
  Additionally, it is worth noting that our maintenance team has sent one of the vendors to add freon, but this did not resolve the problem due to the severity of the leak.
  
  As we understand that during this time of the year is essential to have a cooling system, a temporary solution was offered to the tenant, a window AC unit to help cool the air while we work with the manufacturer’s warranty. We are committed to ensuring that any temporary measures are swiftly followed up with permanent solutions to prevent recurring problems.
  
  Sincerely,
  
  Bay Property Management Group LLC

• Initial Complaint

  Date:05/10/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  False advertising. The business advertised that gas and electric were included in the set rent price and when I spoke w realtor(named Ira) from company, prior to moving in, he reiterated this. Once I moved in they started trying to charge me for gas and electric. Can you please help me rectify their dishonesty and deceit by helping me not have to pay this because I signed the lease believing they would remain honest to their advertising. Thank you so much in advance for your help

  

  Business Response

  Date: 05/16/2024

  We appreciate the opportunity to address the concerns raised regarding potential false advertising claims. We take all feedback seriously to ensure compliance with industry standards and regulations.
  
  After carefully reviewing, we would like to provide clarification that this arose from a misunderstanding with the advertisement on the ********** platform as the consumer thought that it was advertised that the utility charges were included in the rent. However, the RUBs addendum specified that Unit A of the property at **** ****** ****, Parkville, MD 21234 is responsible for 25% of the utility bill.
  
  We acknowledge that certain aspects of advertising materials may have inadvertently fallen short of our commitment to providing accurate information to consumers, but there was communication with the resident on February 8th that the owner would be responsible for the utility charges from the move-in date on 12/07/2023 to 03/06/2024 which was officially posted to her ledger on 02/13/2024. 
  
  The property manager conducted a review of the consumer's ledger and noticed a discrepancy for the credit period between 01/12 and 03/06. The 90 days utility credit is fully reflected on the tenant's ledger as of 05/14.
  
  In light of the concerns raised, we will undertake an enhanced review process to further ensure the accuracy and integrity of our advertising practices. We sincerely apologize for any confusion or inconvenience this may have caused. We are fully committed to upholding the highest standards of transparency, honesty, and integrity in all aspects of our business operations, including advertising. 
  
  Sincerely,
  
  Bay Property Management Group LLC

  Customer Answer

  Date: 05/16/2024

  This is not a misunderstanding of the advertisement. I understood the advertisement. As seen in the picture it states gas and electric are included in rent. Also in the lease it mentions bills, if not paid by landlord, are divided up based off occupants. In my apt, A, there is one occupant. In apt B there is also only one occupant. In apt C, there are between 6-8 occupants seen often. 4 children and 2-4 adults. Not sure why C only pays 50% if there are a minimum of 6 occupants and A and B pay 25%, that math definitely does NOT line up. As mentioned this is NOT a misunderstanding from the add, where it clearly states gas and electric are included. IT IS FALSE ADVERTISING! IT IS ILLEGAL. Please help me not have to pay these fees the are unfairly and dishonestly trying to make me pay. 

• Initial Complaint

  Date:04/25/2024

  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.

  August 2023 I contracted bay management company to manage **** * **** ** in Baltimore. They evaluated the house for needed maintenance with the goal of performing the updates and maintenance and renting the property. Over the next 3 months I paid Bay Management $3950.66 for the maintenance and updates. Areas of concern(photos and video are available for each item and were taken after all maintenance was “performed”, the house was listed and tenants were touring the property):
  -payment for services that were not performed ie painting interior, cleaning interior, disposing of debris, replacement of carpeting.
  -inability of bay management to identify major maintenance issues ie septic line break and rat infestation
  -mismanagement of house regarding utilities. The thermostat was left at 70* in a vacant house in December and January and the water was left running in October and November causing large utility bills (electric normal $40/month to $130/month water normal $39/month to $1100/month). All have returned to normal after change in manager.
  - inability to rent property due to undone maintenance.
  I’ve tried working with both Rio C****** and Megan S******** (property managers) to resolve these concerns but they’ve both stopped responding to my requests for updates and resolution (emails can be provided). Notice to sever relationship given 2/2/24.
  I have many videos that better display the work that was not done, rat infestation, email communications, contracts, etc.

  

  Business Response

  Date: 05/01/2024

  Thank you for the consumer's correspondence regarding our services. We understand the importance of resolving this matter promptly and appreciate the patience as we investigate the matter further.
  
  Upon investigation, it appears that the $193 credit was issued in acknowledgment of the concerns raised by the consumer. However, based on the information provided, there was no active tenant for mismanagement and the incident regarding rodent droppings mentioned in the corner of the basement does not constitute a failure to perform maintenance services.

  
  While we understand the consumer's frustration regarding these matters, we must base our decision on the terms of the agreement and the services provided. Therefore, we cannot offer any further credit in this regard.
  We sincerely apologize for any inconvenience this situation has caused. Thank you for bringing this matter to our attention.

  
  Sincerely,
  
  Bay Property Management Group LLC
  

  
  

  Customer Answer

  Date: 05/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I paid Bay Property Management (BPM) for many maintenance issues that were not done.  Please see email correspondence with Rio C****** which is  attached for a full accounting of the transactions.  The entire interior of the house including kitchen plaster, doors, walls and baseboards should have been painted and all debris removed from property.  BPM was paid $2010 on 10/12/2023.  All the carpets in the house were to be replaced.  BPM was paid $618.66 on 10/12/2023.  The house was neither painted, debris removed nor recarpeted (jpeg attached).  Please see pictures provided in previous complaint.  Many videos are available that better show that the work was not done but they cannot be attached due to size constraints.  They can be provided upon request. 

  On 11/6/2023 BPM was paid $300 for cleaning.  This service was either not completed or done poorly (see image of rat excrement in basement and dirty thermostat).

  In addition BPM did not identify major problems on their inspection of the property.  They did not identify a large hole in the sewer line in the basement as seen in IMG_5734.  The smell in the basement  and the copious amount of rat excrement on owner inspection led directly to the break in the line.  Thus, BPM did not adequately inspect the property nor did they adequately manage the property with the goal of renting it.  

  In addition BPM left the thermostat at 70* in an unoccupied house causing unnecessary *** bills (img_0963).  During this time the water consumption was 180,000 gallons in an unoccupied house (img_1083 and img_1084 from Baltimore City).

  Since the complaint, BPM has closed my account and credited $193 on an outstanding balance (as I did not pay them after I realized they were not completing the work).

  The remaining $829 paid to BPM was for application fees and inspections.  This should also be refunded as their negligence caused financial hardship and loss of rental income.  
  
  
  
  Sincerely,
  
  
  
  **** ******