Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/14/2024

  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 was a tenant in a property managed by *** for one year. Upon move-in, I completed a move-in report within the required timeframe and provided it to the property manager (**). During this process, I was informed to not submit separate work orders for the items noted on the report as the ** would review and consult with the owner to determine what was approved for repair. The move in report states the same and also notes that the form will be reviewed upon move out to ensure the tenant is not responsible for damages that existed at move-in. One item noted on the move in report was a damaged electrical panel cover. Upon move out, security deposit funds were withheld for 1) repair of the damaged electrical panel cover and 2) carpet cleaning. During the move-out process, I provided a receipt evidencing that I had the carpet professionally cleaned as required by the lease terms. Upon receipt of the documentation detailing the security deposit funds withheld, I contacted the ** indicating that the above noted two items were inappropriately withheld based on the above. The ** reviewed the information and agreed, noting these were oversights and the funds would be refunded. The original ** subsequently left ***. I coordinated with the new ** who reviewed the information and also agreed that refunds for the noted instances were warranted and I would be refunded. It has been 6 months and I have not yet been refunded. I have followed up and contacted *** countless times still without a receiving the funds. I am provided with a variety of reasons for the delay (e.g., funds need to be recovered from a vendor that was supposed to complete the repair before I moved in, it was never approved by the owner because I didn't submit a work order despite that deviating from the established process, etc.).

  

  Business Response

  Date: 12/23/2024

  Dear ******, thank you for taking the time to provide feedback on your recent move-out experience  and your follow-up efforts.  I wanted to outline some information below on the general process and address your concerns. Our office shows that you were a resident with us from June 2023 until June 2024, during which you would have provided a move-in report which is used in conjunction with a move-in inspection completed prior to tenant possession  to capture the condition of the home. The purpose of this is to ensure that upon move-out a tenant is not charged for normal wear and tear that may occur during tenancy. Charges would be based on anything that is outside of normal wear and tear or not reported during tenancy that could be negligence or damage. We also review open work orders during that time in consideration to assist in making the appropriate deductions. Our records dont show that there was a report of the electrical panel cover being removed or needing repair; hence the charge. As stated, according to the lease carpets must be professionally cleaned and receipts provided when vacating. Those receipts should be left at the property in the designated area per the move out instructions which is sent in advance via email and certified mail. If we dont have receipts at the time the deposit is processed a deduction may be made. As a 3rd party property management company our office handles deposit returns using the move-in report,work order history, pre-move inspection, move-out inspection and receipts on behalf of the Owner. During this process of review which is done in collaboration with the Owner they agreed to refund the carpet cleaning based on the receipt provided, which was mailed on December 11, 2024. Our team shared this communication on the 9th of December 2024. The electrical panel cover for good faith our office will return due to the immediate inconvenience caused. We would like to thank you for being a former resident and hope that this is the desired outcome to resolve this matter. 

• Initial Complaint

  Date:11/10/2024

  Type:Sales and Advertising 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 rent a house for ten years I moved had inspection by *** Oct 8 I paid 1900 security deposit ten years ago the owner ******* ***** hired BMG to manage the property the security deposit was not return back to me bmg inspection it was wrong with the home but wear and tear but the deposit was used to replace blinds partial carpet paint thrrr is treble law in dc in dc but 358 interest was given on the 23 Oct have not received it I called *** and sent email to the director of *** maintenance I would like security deposit back I went through h*** over the years with water intrusion mold had dcra force fix so many time horrible management slum lords I was force to move the rent from 2538 to 3 k per month the nxt rent increase the basement unfinished moisture mold there the electric box in the unfinished basement trips a lot cause both bathroom lights to go out if you hire ******* ***** your in for ride this woman only will fix if force she hire her own contractor she does not use bmg maintenance or people Im just want my money back I replace downstairs carpet myself I had pairing done the blinds was always dirty from day one there was times I hired pest control cause of pest over the years *** has done another protect there tenant which form of payment was go to them

  

  Business Response

  Date: 01/08/2025

  We are committed to reviewing and assisting in resolving this complaint. As a reminder *** is a 3rd party property management company working to address any concerns related to the management of a property under our care. *** was hired to manage this property in 2021, and assisted in facilitating a number of repairs in the home that required upgrades due to age,damage or negligence. *** did not collect the original security deposit and only acted as an intermediary between you and the owner. Upon vacating the property, the move out inspection that was completed is only used to capture the condition of the home in photographs.This may not capture all repairs that may be required to be addressed and assignment of charges is not completing until the security disposition letter is provided. The following items were noted upon repair in the home, which were also posted as charges to the deposit: 1) replacement of broken blinds (this is not considered normal wear and tear) 2) Replacement of carpet where the carpet was heavily soiled/saturated. There was also an unauthorized pet in the property. 3) Custom wall color that was painted without permission; paint repairs 4) Missing shelves from the linen closet, broken light fixtures, and a smoke detector that was removed 5) HVAC filter not replaced. 
  
  A refund was mailed and process October 24, 2024 it was then mailed again December 13, 2024 via certified mail. Please let us know if it has not been received by confirming your mailing address again. If there is any further dispute to the refund of the deposit please let us know, as at this time *** Is not in possession of the deposit. 

  Customer Answer

  Date: 01/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** *******
  
  

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a property the leasing agent. A ******* ****** said i was approved. She requested a $500 holding fee i told her i would pay it by that friday. That thursday i got a caseworker and asked the caseworker would they pay the holding fee she said yes i contacted ******* ****** so thr caseworker could pay the fee ******* ****** sent her a link to pay the fee the caseworker set up my account using her information i contacted the caseworker for the log in information she gave me the wrong information i requested she she give me the correct information the caseworker then calls me with ******* ****** on the phone. I tell ms thomas i will call her back. I tried to call her bk she didnt answer i call their main office to reset my account information not at 1 time do any of them tell me the caseworker paid the holding fee and i asked multiple times. To create an account i had to enter my information create a password THEN pay the $500 holding fee THEN i was able to see the activity on the account and see the holding fee had been paid ms thomas sent me a packet that she had signed my signature to and stated she submitted it for me to lease the property At this point i ask her had she submitted my information to process my lease up she said she did. I contacted the agency and they inform me she has not submitted any paperwork for me to lease the property. I have to sign certain documents in order for my lease up to be processed 1 being a lease. I have signed none of the required documents to process me leasing that property i have asked her and her supervisor to return the holding fee i paid their main concern is if i wish to lease the unit and that is because if i say no i forfeit the holding fee. I have not sign no agreement in regards to a holding fee at first it was a holding fee which has been paid twice then it became a deposit. And i have not signed no lease agreement they have stated multiple times they would give me a refund then that along with the date and method of me receiving it changed. I paid a total of 509.99$ i have told them to return it to my card they have an excuse that they can only mail it which supposedly takes 7 to 14 days. my bank says if they accept card payments they can refund the money back to the card. They have received a total of 1020$ i had no knowledge of the first holding fee being paid i asked multiple times i have asked multiple times ms thomas and her supervisor to return my holding fee i paid as it was paid already and i have signed no agreements in regards to a lease or a holding fee. Beware of this company it is christmas, i am disabled and i have small children and from the beginning ms thomas has mislead me she signed my signature to documents that were supposedly to be sent to process me leasing the property but the agency says she has not submitted any paperwork they never informed me that a holding fee had already been paid and now they will not refund my money. Again no paperwork has been signed on a lease or a holding agreement. I took all the money i had and paid this holding fee i want all my money refunded back to my card

  

  Business Response

  Date: 01/04/2024

  ******************* applied on 12/1 and was officially marked approved on 12/5. ******************* paid a deposit to secure the property on 12/7 but also provided online payment portal access to housing, who stated they would be able to pay the $500.00 as well. This resulted in a double payment from *******************. This was brought to our attention on 12/11 when our receptionist, *****************************, copied me on an email pertaining to ******************* looking to get a refund of her check. On 12/11, our leasing manager *************************** spoke with ******************* to see what refund she was looking to obtain. She explained that housing made the payment right around when she made the payment so she would like her payment back as she would like the funds for the holidays. I explained that the quickest we could issue the funds to her is to write her a check to pick up. She was okay with that and wanted confirmation of that in writing. She also mentioned to me over the phone that she had already contacted her bank about the payment. She had requested that we refund the card she used to make the payment which is unfortunately not possible for us. We use a 3rd party property management software (********) to process payments. Once ******** receives the payments they then transfer the payment to our business account so we don't have the ability to refund directly to the card used to make the payment.
  
  On 12/11, we messaged our assistant controller, ***************** to see what we can do about this payment as *********************** preference was to not go to our Baltimore office to pick up a check. All of our accounting is done in our corporate office in Baltimore so we could not write her a physical check from our DC or Laurel branch. Since it was mentioned that the bank was contacted, we had to wait for the funds to completely clear before issuing a check for the refund and the earliest would be the 19th.
  
  During this time, ******************* claimed that we were withholding her money from her, so we eventually asked if she just wants to move on to another property or management company, for which she agreed to.
  
  The refund for the full $1,000.00 plus two $9.99 charges were mailed to her address on file on 12/22 since the tenant never responded to my latest email if she would prefer to have it be picked up. If this payment was never received, we are happy to put a stop payment on the check and send it to a better address for *******************. We will cover the fee to stop the payment and re-issue the check as well as the fee to overnight the check to a new address that works for ******************** 

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been leaving in house with my 2 children that BMG manages without a working refrigerator, no smoke detector, Mold, basement flooding, rust in the tub, hole in the wall leading outside, partial electrical problems with the response being the landlord doesn't have any funds. Smoke detectors are required by law. Mold in the house is a direct violation of the lease. I have had to throw all my food out twice from the broken fridge and I have a 1yr old on milk. The fridge has been broken 3 times in 7 months. This owner has lost her renter's license and I have been demoted from my job for missing over 20 days in 6 months for the estimates that the owner keeps getting with out getting any of the work actually completed.

  

  Business Response

  Date: 10/02/2023

  We appreciate your continued communication regarding the issues you've encountered in the property. We want to clarify that we are a third-party property management company responsible for overseeing the property on behalf of the owner. Your concerns have been communicated to the property owner, and we are actively working to address them.
  
  At this point we have addressed all of the maintenance concerns that you originally reported and are only waiting on the remaining windows to be made and installed. As you know, the property owner's rental license was revoked during the escrow trial, including all rental income, resulting in financial challenges. Thus, there may be a delay in addressing these issues due to the lack of income to cover expenses, as maintenance requires funding. We acknowledge the difficult circumstances this situation has created for both you and the property owner.
  
  During the legal proceedings, you were offered the opportunity to vacate the property. We want to emphasize that this offer still stands. If you believe that your living conditions are intolerable, we would encourage you to consider this option as a means to ensure your well-being and safety. We understand the impact this situation has had on your personal and professional life, and your comfort and safety are of utmost importance to us.
  
  We will continue to communicate with the property owner to expedite the resolution of these issues to the best of our ability.