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: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: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:04/15/2024

  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.

  • BMG Property Manager(PM) recommended unvetted mover - suspect a kickback situation between mover/PM. Over $15,000. property damaged and destroyed. Aug 12, 2022 lease start. Physical move in, Sept. 4, '22 Aug 11.'23 lease end.
  • Viewed/Rented unit via video from property manager. Did not see unit in person due to tenant occupancy.
  • Unit NOT cleaned. I had to assess damaged, unpack, clean apt. Building followed suit... filthy carpets, uneven floors, dank/damp, building smelled. Garage decrepit - leaks every rain. 2 bathrooms, no medicine cabinets - only 2 unevenly hung towels rods. Shower caulking looked like it was done by a 5 year old. Maintenance? no skill. Security broken at all access points more often than not. Homeless easily access building to sleep. All this to say, building quality not commensurate with rent charged. Worst place I ever lived. PM rarely on site. Only priority was filling vacant apts. PM infected with white fragility. A Karen. Easily turn victim despite her massive shortcomings, lack of knowledge/ineffectiveness/indifference.
  • Parking was not charged until May, 2023 (coincidentally after I mentioned to PM I was not renewing and relocating to EU) and was due that same month. Paid new rate with June rent, while trying to figure out how to pay huge parking balance. PM applied June parking fee to parking balance and charged late fees for June.
  • Over time resented living there and by this time realized PM is a horrible person. Trust blown. Moved out July 28th. Turned off utilities/paid BGE satisfied. PM sent a charge for utilities though I wasn't there. Used the "it's in your lease" was also stated about the parking.
  • Gave required 3 month notice to move out AND vacate garage. Didn't receive full security of $1k (not the average) and was charged for Aug. parking despite notice, absence, including auto.
  
  I feel like I was cheated and taken advantage of. I paid all of the nickel and diming and rent was always paid on time. Didn't matter.

  

  Business Response

  Date: 04/18/2024

  Thank you for bringing the consumer's concerns to our attention. We appreciate your understanding and patience as we carefully reviewed the situation. We understand the consumer's frustration and want to offer our sincerest apologies for any inconvenience this situation may have caused.
  
  Upon investigation, we found that while our property manager did provide a flyer from a mover, it was not explicitly endorsed by our management team. It's important to note that our property managers often distribute flyers or promotional materials from various service providers as a courtesy to our residents. However, it is ultimately the responsibility of each resident to conduct their research and make informed decisions when selecting a mover.
  
  Regarding maintenance concerns, first and foremost, we want to assure the consumer that our team takes all maintenance issues seriously and strives to address them promptly and effectively. The unit provided to the consumer was professionally cleaned. We understand from our records that there were no reports or requests for a re-clean of the unit following their move-in. We want to emphasize that our team is committed to ensuring a welcoming living environment for every resident, and we would have been more than willing to accommodate a re-clean had we been made aware of the concerns. Also, it's important to understand that the garage area is situated beneath residential apartments, as such, any perception of leakage may arise from rainwater entering through open windows or other ventilation points within the garage.
  
  Regarding the refund request, we regret to inform the consumer that the charges are valid as outlined in the lease agreement and are non-refundable. The utility charge of $39.47 is the prorated charge for 15 days from 07/27/23 to 08/11/23. Regarding the remaining security balance of $70.61, this is the prorated parking charge through his lease end date in August. We acknowledge that we were only able to charge for parking charges from 09/03/2022 - 05/31/2023 on a one-time basis last May 2023, however, parking charges are stated clearly within the terms the consumer agreed to upon signing.
  
  We apologize for any confusion or inconvenience this may have caused during the consumer's tenancy and understand this may not be the desired outcome.
  
  We understand the importance of transparency and accountability in all our dealings and regret any misunderstanding that may have arisen from this communication.
  
  Additionally, we would be happy to provide any additional documentation or information that is required.
  
  We continuously strive to improve our services and ensure a positive experience for all our residents.
  
  Sincerely,
  
  Bay Property Management Group LLC

  Customer Answer

  Date: 04/21/2024

  
  I am rejecting this response because:

  I do not accept the empty cliché apology for the inconvenience, as if there were any true investigation performed, it would have been discovered that dealing with Allegra B**** and BMG as a whole was far greater than an inconvenience. 
  
  
  First to address the mover endorsement. I, despite the bewildering accounts of accommodation by Allegra, I was not afforded an on premise viewing due to the current tenant occupying the unit. I was sent a video via email of the unit. I was also sent, via email - the recommended movers. This was not an on premise flyer that I was handed as I had not been on the premises to see or receive this “flyer”. I even alerted the property manager that I had booked my move with. They were familiar because that mover gained entrance to the building and the unit without my presence.
  
  
  Regarding their response to the maintenance… One wee in the refrigerator began running loudly. I pulled it out from the wall and not only was there enough lint to stuff a pillow, but there were cat /pet toys, dirt and more lint from not being cleaned… in awhile. The dryer lint trap needed to be cleaned and the back shower was simply filthy and had not been cleaned by prior tenant or these “professional cleaners”. I saw these professional cleaners. There process. Change carpet, paint walls. Done. Between two full bathrooms, not a single medicine cabinet to be had. Two ‘unprofessionally” hung towel rods. Walls overpainted, a gap in the side of the door that you could see through to the hall. The place should be condemned. The building is so far gone and the owner is too cheap to make any real renovations. The maintenance person is merely a band aid supplier. The building was never secure for any length of time, homeless people coming in to the building, doors always broken, parking garage flooded every rain, incompetent valet… the list goes on. One look at the “loading dock” - speaks for itself. Yet I was paying over $2k a month for a dilapidated, poorly maintained and something always broken building..
  
  
  In moving in to this building, it was never mentioned that there was construction going on… and would proceed to go on literally right across the street from the unit I rented - floor 3 so a nice sound tunnel was created. Not only were the windows single-paned, meaning with windows closed (and they remained closed because to raise them required herculean strength) an argument on the sidewalk just below the window or crash at the intersection, police, constant sirens, next door neighbor conversations and again, the eternal construction that lasted the entire time I was there… all inconveniences, turning my sleep pattern upside down, my remote work meetings - impossible. Though I was being charged for a two bedroom, I only had one room with a door and full walls. Many days, I had no quiet place to conduct my work meetings because there was no quiet place in the unit. The bedroom with the door - the windows faced the construction site directly. There were nails burred into the painted brick walls when I moved in and I never removed them. 
  
  I love how they throw up the validity of the lease. When it comes to the parking… “$70.61, this is the prorated parking charge through he end of his lease date in August…” If this were true, according to the lease - why was it necessary for me to submit a 60 day vacate notice for the garage, which I submitted in May stating the vacate day would be July 30th and I took my car from the garage, turned in useless gate key prior to that date. I had completely left the BMG Property by the end of July, but they still nickel and dime me to death with petty charges written in the lease.
  
  Where in the lease does it say that I, as a tenant, paying the invoice that I receive in the pay portal for nine months… that I am to double check the BMG Accounting Departments’ invoice? 
  
  I’m not aware of the lease stating that after nine months of not charging me for parking, not only can they slam me with the bill in May for an extra $1777. due immediately. When I paid rent and now parking in June, they took the June parking fee, applied it to the past parking and then charged me late fees for June parking. Where in the lease does it say that I must pay for BMG Accounting/Property Manager mistakes and incompetence? That needs to be pointed out to me, because otherwise it seems like a double standard and the crabs in the barrel are getting restless. No apologies, no let me make payments…. and they waited until I submitted my no intent to renew lease - 90 days before the lease’s end.The property manager stating blasé that accounting must have done an audit… as if it were nothing and let me mention why this went unnoticed by me: 
  
  Horrible move not only over 50% of my property destroyed or damaged by the mover recommended by Allegra B**** - not only did this moving company destroy my property, but I also paid him for man power that I did not receive, taking longer, hence me paying more. I’m pretty sure Allegra got her cut.
  
  
  Unpacking 
  Sorting all out damage//destroyed/stolen property, 
  Trying to actually move in and settle, 
  Settling claim with insurance company for months 
  Seeking estimates to repair every single piece of wood furniture I own 
  Scheduling pickups, deliveries  
  Replacing things that I needed immediately 
  …all the while working my remote job and trying to keep it all together in that noisy dump of a building, in a neighborhood that offered absolutely nothing in terms of convenience… why the high rent? But I digress… 
  Oh but’ I’m supposed to do BMG’s job too? I want to see that in the lease.
  
  
  What Bay property management Group fails to realize, whether they want to take responsibility for being predatory or not. I have lived all over the world and spent a great part of my life in New York City…
  
  
  I know a slumlord when I see one. Pat F***** is a slumlord, Allegra B**** is the fragile mouthpiece and the **** ***** ******* is a slum, hands down. The young med students living on their own for the first time don’t get it. The turnover in this building alone is too great for there not to be severe internal issues. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 04/22/2024

  We do not have any communication from the consumer with complaints about the condition of her unit.  This is a building in the heart of the city and city noises are going to be heard in every unit.  We do not have any more turnover then other apartment complexes; it is not a slum property.  Unfortunately, it appears that we agree to disagree. 

• Initial Complaint

  Date:02/21/2024

  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 used Bay Property Management Group, LLC as my property manager for two years for a rowhouse rental I owned in Canton. I was relatively satisfied with their services until I decided to sell my property this past fall. I sold the property at the end of September 2023 right after my tenants had moved out. For the entire length of the contract, I had a stipulation that any maintenance repair above $500 needed to be approved by me before any repairs were made.
  
  I received my final account statement from BPMG on January 5, 2024 and was surprised to find that they kept $1,050 from my final balance to pay for an HVAC repair to the property. Two things concerned me: 1) I did not recall ever approving a $1,050 HVAC repair to the property (which would have been required since it is over $500; and 2) the invoice from the contractor, as well as my final statement from BPMG, said the repairs were made in December 2023, which would have been 3 months after I sold the property. I assumed there must have been some sort of mistake and reached out to my property manager, Phoebe, for clarification. I emailed her on January 8, 2024 and received no response so I emailed her again on January 22. After no response I left a voicemail for her on January 25. I still have not heard from her almost 2 months after initially reaching out about this issue.
  
  At this point I am assuming she is ignoring my emails and calls because the $1,050 repair was made without my prior approval, and therefore would be a breach of the contract agreement. In sum, I would avoid contracting with this company at all costs as it seems, at least in my case, that they have wrongly kept $1,050. And when I asked for a simple clarification, and gave my property manager all benefit of the doubt, she decided the best course of action would be to ignore me completely.

  

  Business Response

  Date: 02/27/2024

  We sincerely apologize for any inconvenience this may
  have caused the consumer. We are dedicated to addressing concerns and ensure
  our clients are fully informed and satisfied with our services.
  
  After investigating the matter, we acknowledge that the
  work should not have been done without his approval, and we will be refunding
  the owner $550 as his agreement with us stated we needed approval of repairs
  over $500.
  
  The reason the notification was so late was that the
  vendor was delinquent in sending the invoice to us.  In light of this
  situation, we have taken immediate steps to rectify the matter. This includes
  improving our internal communication processes and implementing stricter
  approval protocols for repair expenses over the maintenance limit.
  
  We appreciate for bringing this matter to our attention
  as our company is committed to providing exceptional service and transparency
  to our consumers.
  
  Sincerely,
  Bay
  Property Management Group
  

• Initial Complaint

  Date:02/14/2024

  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 hired BMG to find a tenant and manage a property in Washington DC around the end of 2022. First, they identified a tenant and told me they passed their checks and rent would be paid through work. Second, BMG signed my half of the lease providing this tenant the condo for one year Feb 2023-Jan 2024; month-by-month after this (Washington DC law I'm told). These two are the lease fee.
  
  BMG failed to tell me was that they took a few shortcuts on their advertised tenant screening: "Prospective tenants are screened for prior evictions, judgments, liens, bankruptcies, criminal history, sex offender registry, terrorist activity, and credit worthiness. We also require applicants to verify their income." In Jun 2023, BMG management admits they are not allowed to check actual credit score or account payment history; I'm told they only do criminal checks and a rental history check--I'm assured the tenant passed. This despite the fact that BMG didn't tell me the tenant is housed by the city's homeless rehousing program.
  
  BMG also failed to tell me that the lease they drafted and signed as the agent was untenable in at least two critical section that I know of, and according to their own affirmation, illegal to uphold in DC. At the end of the leasing period, I asked to not renew so I could sell (Section 2.3 and 2.36 of the lease); BMG refused to issue such a notice to the tenant. I waited and met with lawyers and real estate agents, and asked again in Feb 2024 for BMG to follow their own lease protocols for providing 90 days notice to the tenant to move out, and I'm once again refused. They recommended I find an attorney or real estate agent familiar with DC tenancy laws and that BMG "does not offer this service;" granted this is not an eviction, BMG's website touts they are "well versed in landlord-tenant laws" and relatedly "file judgments in the event a tenant breaks their lease." By their own admission, they aren't qualified to do so and are unwilling to uphold the lease.

  

  Business Response

  Date: 02/16/2024

  We have received the consumer's complaint regarding the lease
  agreement specifically issuing a notice to vacate as well as advertising and
  refund of $2,361.00 and would like to sincerely apologize for any
  inconvenience.
  
  Upon reviewing, we would like to address the issues raised and provide
  clarification. First and foremost, we want to express our commitment to
  resolving this matter and understand the frustration of the consumer regarding
  his concern. However, it is important to note that our company operates in
  compliance with the laws and regulations of the jurisdictions in which we
  operate. We see he mentions the website, but nothing pertaining anything
  mentioned specifically pertaining credit as it relates to his Washington DC
  property.
  
  While we understand the consumer's request to discontinue an
  advertising claim, we do not see at this time where there is concern pertaining to the application process nor an issue with us obtaining a housing tenant. 
  Rest assured, we will take the necessary steps to ensure that any advertising
  related matter is promptly addressed.
  
  Regarding the notice to vacate, the consumer requested we notify the
  tenant to vacate the property.  What we can do on our
  end is to provide a 90-day notice to the tenant. Based on the Washington DC
  laws, tenants are legacy tenants, meaning their lease renews every month upon
  its initial termination. As a result, an Owner cannot non-renew a tenant or
  send them a notice to vacate. If an Owner wishes to take personal possession of
  a unit, they must send the tenant a 90-day notice to do so. This is why we recommended
  they work with an Attorney because if it goes to court before a jury, the Attorney would have filed and sent the notice
  and would be able to speak on the matter clearly. If an Owner is selling a
  property, we recommend they work with a Realtor familiar with DC Tenancy laws
  and more specifically the Tenants Opportunity to Purchase Act (TOPA) in the
  event the person wants to purchase the home.
  
  Our director of property management will be in communication with both
  the Owner and the Realtor, and we will issue a
  notice to vacate to the tenant, but it will not be enforceable as they have
  requested, as it is not the proper document that the tenant must receive. I am
  attaching a sample document that the tenant must get for informational purposes.
  It is for 90 day personal use and occupancy if they are not selling, or if you
  have purchased and intend to move into the home.
  
  Regarding the requested refund amount, as per the owner statement,
  there was a disbursement to the owner on 2/6/24 for $2,172.12 which is the
  amount after the management fees of $188.88 have been deducted from the February rent.
  
  
  Once again, we apologize for any inconvenience and appreciate your
  understanding as we work to resolve this complaint.
  
  Sincerely,
  
  Bay Property Management Group

• Initial Complaint

  Date:12/18/2023

  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.

  Company managed a property for me. Relation was terminated due to the company’s repeated failures. Two months later, the company continues to refuse to return the excess capital in my owner account and has now refused to respond to emails for two weeks. The total due from the account is $963.11. Interest would be nice. And payment for the replacement of the window key the company’s agents lost (~$25).

  

  Business Response

  Date: 12/20/2023

  We appreciate the opportunity to address the consumer’s concerns regarding our services. Firstly, we want to express our sincere apologies for any dissatisfaction you have experienced. Our commitment to providing high-quality services is paramount and we deeply regret if we fell short of the consumer’s expectations.
  
  Upon review, our records from inspection shows pictures of the key to the window on the top of the frame in which the consumer confirmed those were the keys. We did not remove this key thus we are not responsible for the reimbursement.
  
  In regards to the owner’s $963.11 due on his account, we would like to explain that the PMA Termination request was made on 10/17/2023, and the termination date was 11/17/2023 as we require a 30 day notice. As per the Property management agreement section 11-D it states, “Manager may withhold funds for up to 60 days after the end of the month in which this Agreement is terminated in order to pay bills previously incurred but not yet invoiced and to close accounts.”
  
  As per standard agreement, we processed the balance due to the consumer within the defined timeframe specifically 60 days after the end of the month in which the Agreement is terminated and have confirmed that the consumer has been paid out on 12/19 with the amount of $963.11. We are committed to finalizing this process as efficiently as possible and appreciate the consumer’s patience and understanding in this matter.
  
  
  Sincerely,
  Bay Property Management Group LLC

  Customer Answer

  Date: 12/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the business most certainly did lose the key to the window they claim not to have.

  The image they referenced is one from before their technicians cleaned the house. After their technicians left the house, the key was gone. The only possible explanation is that the company's agents lost the keys since nobody else was in the house that entire time.

  This is just one more lie in a long series of lies that started with the salesperson, Andrew, and continued the entire time I was unfortunate enough to deal with the company. The only thing I ever heard from the company's representatives were excuses. This response sounds like yet another in a long line of made up reasons why they can't complete simple tasks.

  There is also the matter of the money that their agents facilitated the theft of, the damage caused by their agents to the house, and the repairs that were paid in full but never completed to any satisfaction.

  The company has a toxic culture that spreads from the top (founder Patrick F*****) to the bottom (outsourced agent in Manilla - Nur A******). The company's response trying to shift blame from themselves to others is a perfect example of this culture and failure to take responsibility for their actions.

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

  

  Business Response

  Date: 12/21/2023

  While we acknowledge that every consumer’s experience is
  unique, we take all feedback seriously and use it as an opportunity for
  improvement. Regarding the consumer’s claims, we are committed to transparency
  and integrity in all our interactions.
  
  We do not wish to go back and forth on this, but his
  initial complaint did not express any concerns about the theft of money nor
  damage to the house by our agents.  We have no idea what he is referencing
  and do not agree with the accusations. We feel we have addressed his concerns
  and are sorry he is not satisfied.

• Initial Complaint

  Date:10/25/2023

  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 rental property company automatically enrolled tenants in a rewards package at the cost of $39.95/month beginning on September 1. Tenants were told they could opt out of the package if they submitted proof of renter's insurance through an online portal by August 15. I submitted proof of my renter's insurance before the August 15 deadline, but my submission was initially denied by the third-party vendor that my rental company was using to verify insurance. There was an error with the vendor's website and I was unable to upload additional copies of my insurance. I sent copies directly to my rental property company, but they insisted that I continue to use the third-party vendor website. Finally, I was able to upload my documents, but by then my rental company had already charged me for September. I emailed proof of my renter's insurance directly to my property manager on August 31, but they charged me for September anyway. On September 18, I received confirmation from the third-party vendor that my insurance documents had been accepted. I shared the email directly with my property manager and asked them to remove the charge and stop charging me. Instead, they have continued to charge me for September, October, and now November. I have tried to resolve this with my property manager and I have requested to speak with someone from accounting, but they refuse to escalate my concern.

  

  Business Response

  Date: 10/31/2023

  We appreciate bringing this concern regarding the
  consumer’s renter’s insurance and credit to our attention. Upon careful review,
  we have confirmed that the consumer got charged $39.95 for the Resident Benefit
  Package in September 2023 and $29 for the Resident Benefit Package in October
  2023. Per the Resident Benefit Package Addendum, the tenant must provide a
  30-day notice to terminate this program. Since the notice was submitted in
  August, the September charge would be valid.
  
  We have already taken steps to rectify the concern as we
  are in communication with the consumer and expedite the credit of $29 for the
  October charge as the tenant already signed the opt out form. We are
  committed to finalizing this process as efficiently as possible and appreciate
  the consumer’s patience and understanding in this matter.
  
  Sincerely,
  Bay Property Management Group

• Initial Complaint

  Date:10/24/2023

  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 have received poor management service from day one of moving into BMG laurel property. The first night of being there, I noticed the toilet in my son's room was continuously running and the water pressure was off in the home. Water leaked and continues to leak from both bathroom sinks at the handles and you aren't able to use both bathrooms at the same time. Reports were made 9/18/23, 2 days after move in. 9/30/23, brown water is leaking from my ceiling in the living room and washer full of water as well. At this point from the plumber being sent out to assess the home he noted water pressure and ongoing plumbing issues that should have been assessed and managed before moving me in the property and from there eventually the water went out and the place was inhabitable to use the bathroom, shower, eat and care for basic needs from October 2, 2023- October 5, 2023 leaving my son and I no place to go as I was told by your property manager Joseph to stay there or I was responsible to finding my own solution in the meantime since your company did not support alternative living fees. I wanted out my lease obviously due to investing all this money upfront totaling $5500 and not being able to live in the home or use it comfortably only barely being in it a week. I was told by bay management property manager Joseph that my account would be credited for the days I was not able to live in the property as some resolve and now being told he will not accommodate this because the landlord is struggling to fix the home which is not my responsibility as I should have never been marketed to move in the home with these issues and expect to be honored the credit. Appliance pieces from the shower handle, to the oven, dishwasher falling a part has been a huge inconvenience to me and my 6-year-old son as he will have this poor living experience and have to move yet again. I am asking for a proper billing adjustment reflecting credited amount ($220) the 3 days the place was inhabitable.

  

  Business Response

  Date: 10/27/2023

  We are sorry to hear about what the consumer experienced
  and sincerely apologize for any inconvenience this has caused during the
  tenant’s recent move-in. We value our tenants and appreciate the opportunity to
  make things right. After carefully reviewing what transpired, we brought the
  consumer’s case over to the landlord who approved the refund for $220 for the
  three days the consumer was unable to use the property. The refund will be
  processed promptly as credit on the tenant’s ledger before November rent is
  due.
  
  Additionally, we understand and share the concern
  regarding the water pressure and plumbing issues, and would like to assure the
  consumer that our maintenance team is expediting the necessary repairs to
  ensure the tenant’s comfort and safety in their new home.
  
  Once again, we apologize for the inconvenience and
  appreciate the consumer’s patience as we are prioritizing the pending repairs.
  
  Sincerely,
  Bay Property Management Group

  Customer Answer

  Date: 10/28/2023

  
  
  Complaint: ********
  
  
  I appreciate the business finally getting back to me and eventually reaching a comprisable resolution that should have been promptly handled with urgent matter at the time of events and taking action on resolving the water and appliance issues in the home. I will consider business' response as satisfactory when I have observable credit to my account with the $220 credit deducted from my November bill.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:10/16/2023

  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 company makes it near impossible to actually pay your rent. Our first month, somebody deleted our autopay from our bank account and they blamed us for it. The second month they failed to pull the payment on the first of the month, once again blamed on us. We sent a non-autopay payment after that. We received a receipt that our rent was paid. Our management portal said that we had no standing balance. We receive further notification that our payment bounced with more than enough money in our mortgage/ rental account. At this point we are receiving automated emails about missing payments and the fees that we incrue. We are about to be punished because they are unable to properly process our payments. On top of the payment issues this company fixes absolutely nothing in the property. Our appliances don't work properly. We have some sort plumbing leak that is still unaddressed. There is dust and debris that just pours into the house through the chimneys. Etc.

  

  Business Response

  Date: 10/20/2023

  Thank you for bringing this concern to our attention and
  have reviewed the case. We appreciate the opportunity to address this matter
  and provide some context as we take the satisfaction of our tenants seriously.
  
  Upon careful examination of the tenant’s ledger, we have
  determined that the late fee charges were applied correctly based on the terms
  outlined in the lease agreement. The payment made on 10/5 through ACH was
  reversed due to non-sufficient funds and the late fee was charged on 10/11 for
  $82.50 which is 5% of their rent. Under the consumer’s lease agreement in
  section 2.6 Payment of Rent, it states that the “tenant agrees to pay as
  Additional Rent a late charge equal to five percent (5%) of Monthly Rent”.
  
  We highly value our tenants and can certainly look into a
  one-time courtesy credit/ late fee removal of $82.50 if there was some sort of
  banking issue if they can provide documentation. However, we would like to
  clarify that the $30 charge on 10/12 is the fee incurred as a bank charge
  resulting from insufficient funds which is something we are not able to
  waive/credit as this is charged directly from the bank due to the bouncing
  payment.
  
  Regarding the repairs for the appliances, the estimated
  completion date is Tuesday, October 24 with the others
  repairs next week as well. We understand situations like these can be
  frustrating, and we genuinely apologize for any
  inconvenience caused, but please be assured that
  our maintenance team is diligently working on completing the necessary repairs
  as soon as possible.
  
  Sincerely,
  Bay Property Management Group LLC