Complaints

This profile includes complaints for Brookfield Properties's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Brookfield Properties

  127 Public Sq Ste 2400 Cleveland, OH 44114-1218

• 

  Brookfield Properties

  9250 Cherry Tree Dr Strongsville, OH 44136-2400

• 

  Brookfield Properties

  5676 Broadview Rd Cleveland, OH 44134-1635

• 

  Brookfield Properties

  36250 Lake Shore Blvd Lakeline, OH 44095-1440

• 

  Brookfield Properties

  9231 Independence Blvd Cleveland, OH 44130-4780

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:07/02/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 is a formal documented complaint on the extremely poor business practices of one of ********** ********** in Brooklyn, NY - *** **** ****. I am writing for a resolution push through this escalation pathway.
  
  I formerly requested a 20-25% rate abatement per NYC state’s law of habitability due to inconsistent hot water and broken appliances (dishwasher) in June 2025.
  
  After multiple attempts of emailing and calls (5-7 back and forth exchanges), I did not receive any answer or confirmation on rate abatement.
  
  During this waiting period, I am looking for active solutions for fixing the dishwasher that has been non functional for almost 3 weeks after two escalation tickets (2 week response time with inadequate service as he actually made the issue worse).
  
  Being solution-oriented, I asked if I needed to hire an external Appliance Specialist and get reimbursed by ********** ********** to fix the dishwasher?
  
  The property mentioned suffering staff shortage, however, seeing the occupancy of the buildings in this area, there should be no shortage of funds to either issue rate abatements or compensate contracted personnel to fix appliances in the building.
  
  This is getting ridiculous where we are expected to pay $4500+ a month for nonfunctional appliances and inconsistent hot water.
  
  We received a message that $51,000 will be spent on a repair and replacement project, but we as tenants cannot receive a 20% rent abatement and a $200 contractor to fix a dishwasher?
  
  We are seeking an empathetic solution as tenants as we really do not want to escalate this issue further again to 311. The next escalation process is to call/email all supervisory personnel at ********** for a call to action.
  
  We will contest any late payment fee due to the circumstances this month that clearly violates NYC state’s law of habitability and lease agreement.
  
  In order to get the full amount of rent, the property needs to provide the full services agreed in the lease. Please advise.

• Initial Complaint

  Date:05/01/2025

  Type:Facilities 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 lived at Monaco Park since July 2024 and have not had maintenance orders taken care of in a timely manner. Cur***tly paying ***t for an in house washer and dryer and having to go do my laundry at a laundromat due to my washer being broke for a week. We have tried to contact the office and put in work orders but no one has come to fix it or even look at. I am outraged by the fact any time I put work orders in it’s like pulling teeth to get any worker to come fix it. I have list of things that was given to the office upon moving in that needed to be fixed and not even half of those things have been fixed. I haven’t had screens on my windows for almost a year! I understand being understaffed but how long can you use that excuse for a service I pay for within the ***t. I NEED ANSWERS PLEASE

  Business Response

  Date: 05/05/2025

  Hello ***. Thank you for bringing these issues to our attention. We
  apologize for the frustration you are experiencing, and our maintenance
  team will be by today to take a look at any pending items that need repair or
  replacement. Our maintenance team is diligently working through catching up on
  work orders, and we do appreciate your patience. While Brookfield was not
  here in July when you moved in, we will strive to turn your experience around.
  Please reach out to our office directly at *************************** if
  you have any further questions or concerns. Thank you.

• Initial Complaint

  Date:04/29/2025

  Type:Billing 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 explained to leasing office the troubles I was going through and told the front office that u would make payments on my rent but it wouldn’t be complete payments. They said that was fine, later on when I went to do the payments the manager denied my payments completely. She also denied my online payments and have given me extra charges. There’s water damage in my apartment and I have a three year old and a three month old. All they did was spray paint the water damage and in the process of painting they damaged my daughters and my work clothes. A person who knows the workers there also told me the leasing office has made rude comments about my autistic kid, saying the complex would be better when we get evicted. They have denied all my payments and they only payment plan they offered me I couldn’t do due to medical bills I have for my son. They even denied answering the phone for a non profit who was going to assist me with rental assistance, they didn’t even answered their emails. It’s not fair what they are doing!

  Business Response

  Date: 04/30/2025

  Please understand that we have tried to work with you and your husband in this matter. Given your situation, we offered a payment agreement which was not upheld and promises to pay were not kept. 

  We have very strict policies we must adhere to and these policies have been followed in this case. We are sorry you are not pleased with the outcome.

  Regarding the work order you mention, I looked in our system and do not have any pending work orders for your unit. All work orders are completed. I also confirmed this with our maintenance team.

  Thank you.

  Customer Answer

  Date: 04/30/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  The payment agreements were not met because it was not in the amounts we were requesting to do. We have tried to make payments over and over again. As per the work orders, non are pending but maintenance came in too look at the painted mold. That does not solve the mold in the apartment. 
  
  
  
  Regards,
  
  
  ****** ******
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 05/01/2025

  We are sorry that we were not able to work out payment. We accept full month's payment only, not partial payments. We require this of all our residents. We understand you have vacated the unit as of April 27.

  Thank you.

  Customer Answer

  Date: 05/01/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I no longer live in the property, my ex husband does. I did ask the leasing office to remove me from the lease as he is the sole tenant there. I had clearly talked to the leasing office about the payment situation and I even offered to provide the medical bills for my sons treatments as a proof of why I had fallen behind. They said they could work with me in making the payments I could and they would communicate to the leasing manager. Which obviously was a lie since she was not aware of they told me. 
  
  
  
  Regards,
  
  
  
  ****** ******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:03/26/2025

  Type:Product 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’ve had 15 correspondence emails between myself and the landlords regarding my $300 refund that I was supposed to receive 5 months ago, in December of 2024, and I’ve followed up multiple times since then due to not receiving it. I’ve had a horrible experience with this company and will never try touring, renting, or recommend someone to them again.

  Business Response

  Date: 04/22/2025

  Ms. ****** submitted her application on October 30, 2024, and
  subsequently requested to cancel it on November 7, 2024. This request falls
  outside the timeframe specified in our application deposit policy, which
  requires cancellation requests to be submitted within three days of the
  original application date. For verification of the dates, please refer to the
  attached screenshot of her initial refund request email. Thank you.

  Customer Answer

  Date: 04/22/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  They originally denied my application due to poor credit. During this waiting process I was looking at other apartments. The vacancies at The ******* and ********** were still available. Tyrese told me my proof of can potentially be factored in to getting approved. I was working one job and getting ready to start another. Tyrese and management reopened my application, this was after 11/07/2024. They reopened my application and documents from me were sent via email to Tyrese on 11/12/2024. These are the shared emails I attached to BBB on 4/22/2024. They denied my application again and on 11/14/2024, I physically went to the office and spoke with Tyrese. He told me I was denied and that I would receive my $300 refund. Which I have not received.

  Please investigate farther, because they are not handling this matter well. And I am looking into proceeding legal action if this isn’t handled.

  Warm regards,

  *** ******

  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  *** ******
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 04/25/2025

  I spoke with
  *** in person shortly after she submitted the documents. Upon review, the
  documents provided were not valid for income verification purposes, so I
  inquired if she had any alternative documentation available. She stated that
  the document she submitted was the only one she could provide.

  
  I informed
  her that we could not accept it, as it could not be verified through Snappt. At
  that point, she requested that her application be canceled and her deposit
  returned.

  
  Following
  her request, I consulted with management regarding the status of her deposit.
  We confirmed that her money order had already been processed on her account. I
  informed her that an Assistant Property Manager would be reaching out with
  further instructions regarding her deposit.

  
  Upon further
  review, it was determined that the deposit is forfeited in accordance with
  policy, as the 72-hour cancellation window from the original application date
  had passed.

  Customer Answer

  Date: 04/25/2025

  Better Business Bureau

  Dear BBB,
  

  
  
  Thank you for your response and for providing Brookfield Properties’ statement. I would like to submit the following rebuttal, as their response contains inaccurate and misleading information.
  
  
  Brookfield Properties claims that I canceled my application and therefore forfeited my deposit. However, I have already submitted screenshots of emails showing that I canceled my application on November 7, 2024. I also submitted emails proving that my application was reopened on November 12, 2024, and that the leasing office was actively accepting documents from me at that time.
  
  
  This directly contradicts their claim that I canceled and forfeited my deposit. I did not cancel the application a second time—because it was reopened, and I continued submitting documents as requested. If I had truly canceled, why would they reopen the application and request more documentation?
  
  
  I have provided clear proof of the timeline. Where is their proof of a second cancellation? They have not presented any, because their statements are simply not accurate. I have upheld my part and provided documentation; they have not done the same.
  
  
  Tyrese, a representative of the property, even told me I would receive my deposit back within 21 days, and that if it didn’t return to my card, a check would be mailed. I was ultimately denied because I could not yet provide a pay stub at the time—even though I had submitted an official offer letter showing my income and start date. That denial was based on their policy, not a cancellation on my part.
  
  
  Given the documented evidence I’ve already provided, I am requesting that Brookfield Properties honor their verbal and written assurances and issue a refund of my deposit. They are misrepresenting the facts, and I have shown proof of my communication and timeline.
  
  
  Thank you for your time and continued assistance.
  
  
  Sincerely,
  *** ******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  *** ******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:03/22/2025

  Type:Service or Repair 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.

  On December 2, 2024, I experienced a severely mishandled move-in process at *** ** Apartments, managed by Brookfield Properties. Despite having a confirmed elevator reservation, I was unable to move in during the reserved time due to building mismanagement—another tenant occupied the loading dock past their scheduled time, only one elevator was functioning, and the front entrance doors were broken.
  
  As a result, I was forced to hire a second set of movers at a personal cost of $603.00, which I documented and submitted to management. Property manager Christine ***** assured me that a credit would be applied to my account upon submitting my receipt.
  
  On February 11, 2025, I provided all required documentation. Despite several follow-up emails—including the most recent on March 21, 2025—no credit has been applied to my account
  It has now been over three months since I submitted the required information. I am extremely disappointed in the lack of follow-through and professionalism from Brookfield Properties in resolving this issue.
  
  Resolution Sought:
  • Immediate credit of $603.00 to my account for the additional moving costs.
  I respectfully request prompt resolution of this matter through the BBB if not directly by Brookfield Properties.

  Business Response

  Date: 03/27/2025

  We are very sorry about
  the inconvenience and the extra expense. We have notified the resident that we
  are crediting her account for the $603 in moving fees. The transaction itself
  can take up to 7-10 business days.
  
  Thank you.
  

  Customer Answer

  Date: 03/27/2025

  [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 provided by the business regarding complaint ID ********, and I find the resolution is satisfactory. 
  
  
  
  Regards,
  
  
  
  ********** *******
  
  
  
  
  

• Initial Complaint

  Date:03/20/2025

  Type:Facilities Issues
  Status:

  UnansweredMore 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.

  Brookfield has been negligent in removing bats from my unit and have not provide accommodations due to the pest control issue. Bats have continued to get into the unit despite my asks to remedy the issue. It’s also taken 18 months to fix a leaking roof. I get little to no response from management and the option to transfer is at my expense with a rent increase. I am scheduled to transfer to a more expensive unit today and 30 minutes before I get a call from the leasing office stating the need $600 to transfer to cover the rent for the remaining days and they can’t apply what I’ve paid for March towards the rent and I pay the remainder. I am not asking to transfer because I want to! I asked to transfer because of their failure to remove the bats and I should not have to pay rent twice! I have been patient and understanding however Tenants Rights are being violated. I was never reimbursed for out of pocket expenses for hotel stays nor the inconvenience of leaving my apartment several nights. I didn’t know a bat got into my unit and I thought I was hallucinating because I was hearing noises while home alone and seeing shadows from my peripheral. I thought I was losing my mind and a grip on reality. No one should question their sanity because of Brookfields negligence. Bats are not acceptable under NO circumstance!

• Initial Complaint

  Date:02/28/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  We are filing a complaint against The George, managed by Brookfield Properties, in San Francisco. Our security deposit of $600 is being withheld, and we are being charged an additional $332.77 for cleaning and painting. The additional charge has been sent to collections as of 2/27/25.
  
  
  The apartment was in good condition upon move-out (6/29/24). The apartment maintenance technician, Juan Peraza ******, performed a pre-moveout inspection on 6/21/24. The purpose of the pre-moveout inspection was to identify visible damage and give us a chance to address it before moveout. Juan did not flag a single issue with the state of the apartment.
  
  
  This charge violates California Civil Code 1950.5 for the following reasons:
  
  [1] Per California Civil Code 1950.5.e: "The landlord may not assert a claim against the tenant or the security... for ordinary wear and tear or the effects thereof".
  
  No evidence was provided of damage beyond ordinary wear and tear (see Supporting Document 1, Final Bill).
  
  [2] The bill was not provided within 21 days of moveout. Per California Civil Code 1950.5.g.1: “No later than 21 calendar days after the tenant has vacated the premises... the landlord shall furnish the tenant, by personal delivery or by first-class mail, postage prepaid, a copy of an itemized statement indicating the basis for, and the amount of, any security received and the disposition of the security, and shall return any remaining portion of the security to the tenant.”
  
  We moved out on 6/29/2024, and this bill was postmarked on 9/26/2024, 92 days later.
  
  
  We have attempted to contact The George / Brookfield Properties on multiple occasions, via email and phone, to resolve this issue. We have not received any response over email. Every time we call, they take our number and promise to return the call same-day; we have never received a return call. (See Supporting Document 2, Attempts to Contact.)
  
  
  We hope for a fast resolution to this issue. Thank you.

• Initial Complaint

  Date:01/25/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am resident at a property they have recently Taken Over, I am having a lot of IGNORED MAINTENANCE REQUESTS AND I AM SURE I AM NOT THE ONLY RESIDENT THAT IS GOING THROUGH THESE ISSUES, THIS HAS BEEN GOING ON TOO LONG, SINCE LAST YEAR, REPORTING SAME ISSUES & NO REPAIRS OR REPLACEMENT, AND I AM PAYING RENT, I HAVE LIVED HERE 5 YEARS AND ITS THE WORST SINCE THIS COMPANY HAS TAKEN CHARGE, EVERYTHING HAS INCREASED$$$ & LIVING CONDITIONS HAVE DETERIORATED SEVERELY

  Business Response

  Date: 02/25/2025

  Ms. ******* ****** has been a resident of ***** ****** Apartments since 2020. Brookfield Properties purchased ***** ****** in May 2024. Since November 2024, Ms. ****** has placed 22 work orders of which 20 have been completed and 2 were cancelled as they were duplicate requests. It is our policy that as long as appliances in our apartments are functioning properly and can be repaired, we do not replace them.

   

  The work orders Ms. ****** has placed regarding her appliances have been addressed and her appliances do not warrant replacement at this time. Attached are pictures of her appliances for your information.

   

  Thank you.

   

   

  Laurie ******

  Executive Coordinator | Operations

  Multifamily

   

  Brookfield Properties

  Key Tower

  127 Public Square, Suite 2400

  Cleveland, OH   44114

  T +1 216.416.3460

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

   

  Brookfield

  Properties

• Initial Complaint

  Date:11/14/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 complaint is for the apartment at *** ****** *** *** **** The apartment name is *****, a Brookfield Property. Move out day was 10/26/224. $200 clean fee and $210 painting were charged. No proof of necessities or invoices were provided. Considering the condition when I moved out (I have video recoding for the move out conditions), these charge are too high. I request re calculating the bill and send back the overpayment.

• Initial Complaint

  Date:11/13/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  We are writing as former tenants (“the tenants”) of *** * *** ****** ********** *** ***** Los Angeles, CA, 90017. We are writing to formally request a detailed explanation of the $215 cleaning fees charged to our security deposit following our recent move-out from the premise on October 7, 2024.
  
  As per California Civil Code § 1950.5, landlords are required to provide tenants with an itemized statement of deductions from the security deposit, including specific charges for cleaning. However, we have only received a general price listing from the cleaning company utilized. A representative of the landlord did not provide any justification for the $215 charge even when we asked for it.
  
  Before vacating the apartment, we made a reasonable effort to clean the space by hiring a professional cleaner, and we believe that we left the apartment in good condition. Given this context, we deem this cleaning fee to be an excessive charge that should not be deducted from our security deposit.
  
  We request a refund of the $215 cleaning fees.