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:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im reaching out to share a serious tenant issue involving a persistent rat infestation at my apartment (Unit 292) managed by Montecito Management owned by ***. Despite months of complaints dating back to April, the problem has escalated without proper resolution. Pest control efforts have been inconsistent and largely ineffective, and my latest service request was canceled without explanation.Ive been forced to leave my home due to the severity of the infestation, lost sleep, my transportation, and quite recently my mental health has begun a rapid decline. Managementparticularly a representative named ****has provided conflicting information, dismissed my health and safety concerns, and ignored prior reports while they continue to build their new pool l. I have documentation, photos, witness statements, and a timeline to support these claims.I am now requesting proper pest remediation, repair of access points, rent concession consideration, and a new contact within management, as **** has repeatedly mishandled my case. I am sharing my story in hopes of bringing attention to the lack of accountability and support tenants are facing.

  Business Response

  Date: 07/17/2025

  The property has addressed the issues that Mr. ******* has discussed in his complaint. The lease is subject to a pending legal action and therefore we are unable to provide additional information at this time. 

  Customer Answer

  Date: 07/17/2025

  Complaint: 23553996
  
  I am rejecting this response because:

  Non of the files attached are available to download or open, and also Ive attached the only communication received from the client regarding the matter at hand where theyve ask (what does pest infestation refer to?). I haven since sent a final warning. 

  
  Regards,
  
  ******** *******

  Business Response

  Date: 07/24/2025

  Montecito takes any complaints leveled against it seriously, and the happiness, and wellbeing of our tenants is always a paramount concern.  This issue has been turned over to the City of Austin Code Enforcement and is currently pending legal action. We are aware of Mr. ********* concerns but cannot litigate this issue via the BBB complaint system.  

• Initial Complaint

  Date:04/24/2025

  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 am a former resident of Unit 705 at ****** at ***************, managed by this business. My roommate and I resided in this apartment for three years and moved out on 8/31/2024. I did not receive any communications from the business during the first 30 days of my move-out. I received an email from the business on 11/12/2024 containing a move out statement reflecting additional amounts owed for deep cleaning and damages to the unit (in the amount of $1023.23). However, we believe the damages they allege were present when we moved in/are consistent with normal wear and tear. We think the business unfairly attribute responsibility to us. We paid $179.23 for the deep cleaning and final utility bills, and dispute the remaining $844.00 for two charges: $630 for Under Kitchen ************** Repairs and $216 for Wall Anchor and Nail Hold Repairs. Based on the photos we have and they provided, there are no damages exceed the normal wear and tear. Besides, the building we lived in is a very old building and has old facilities. After receiving the dispute letter from me, the apartment agreed to remove the $216 charge but refused to waive the $630 charge. They also tried to send this to collection when the charge is still in dispute. I wish to resolve this matter without filing suit; therefore, I respectfully request that the remaining charges of $630.00 be waived and that I not be held liable for these amounts.

  Business Response

  Date: 05/21/2025

  This individual is showing 0 balance, and it looks like all of the damage was removed in November 2024 based on the final ledger. I have attached the ledger.

  Based on this information, the case has been resolved.

   

   

  Customer Answer

  Date: 05/21/2025

  Complaint: 23243751
  
  I am rejecting this response because: I also received this final statement showing 0 balance, but the management team emailed me another bill separately in November 2024 (as attached). I disputed these charges and thought they are removed. However, I was still contacted by a collection company saying I owe $630. Can you confirm that is resolved and I am not responsible for that amount? Can you also confirm this with the collection agency?
  
  Regards,
  
  ******** ***

• Initial Complaint

  Date:11/18/2024

  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.

  First outage was Oct 3rd when our power went out overnight. We submitted a maintenance request that night and waited till the next day for them to reset the breaker . This has continued happening on multiple occasions since then Oct 3,6,79th and again in Nov 6,7,8, 17, and 18th . Still after every attempt we are left with no resolution to the issue. With no power our home becomes inhabitable in ***** heat especially with our 2 year old daughter . This is also affecting our income as I work from home and require an internet connection . We have given way more than enough time and notice for this issues to be resolved properly by management.

  Business Response

  Date: 11/18/2024

  Dear residents, thank you for issuing your complaint and allowing us the opportunity to serve you. The apartment community has replaced the inside electric breaker after the first reported occurrence. Last night, on November 17, 2024, you attempted to call the office but did not have the correct telephone number. As a result, we were not able to assist you after hours. The maintenance team has responded during normal business hours and an electrician was called to service your apartment to diagnose the issue the next day, on November 18, 2024. We discovered that the air conditioner condensing unit is drawing too much power and will need to be replaced. This is being schedule first thing tomorrow morning, November 19, 2024. A portable air conditioner was offered for the night since we advised you not to use the air conditioner until the new condensing unit is installed; however, you respectfully declined. We are working as quickly as possible to resolve the power outage and are addressing it within the same day that we were notified. We apologize for this inconvenience and will continue to provide the best customer service possible to ensure that you and your family have power. Please utilize the after hours emergency line should you have a need in the future, in order to reach our maintenance team in the event of a maintenance emergency.  

• Initial Complaint

  Date:07/19/2024

  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 applied to one of the properties AMP manages and was denied, but was told Id be refunded the 200$ I paid for admin fee and background check on June 17th. On June 24 I was told via email it would take up to 2 weeks to receive the check. July 5th I emailed saying I had still not gotten the check. July 8 I reached out again after getting no response. July 9 I asked if the check had even been sent out. A new person replied and asked me to check my bank account had gotten the refund. I confirmed it did not. July 11 they told be they would be in touch. July 16 after no update I reached out again and they said they have to talk to accounting again. It has been well over 30 days. July 16 they asked me to confirm my address I responded same day. July 19 I have gotten zero update and no refund. They have made false promises multiple times and have not followed up. I am almost to the point of disputing with my bank. I have offered numerous solutions such as picking up the check in person as I live in the area. I just want my refund and Ill be satisfied.

  Business Response

  Date: 07/25/2024

  We appreciate you bringing this matter to our attention. We apologize for any delays in addressing this matter.  Bridge at ****** issued a refund of the application fee.  ***************** was notified by email the status.  

  Customer Answer

  Date: 07/26/2024

  Complaint: 22015811
  
  I am rejecting this response because: I asked before the check was sent out to have it sent to my new address. They did not do that and now the check is sitting at my new apartment and the leasing desk said they cant force the tenant to return it to sender. I want it resent to my new address. 
  
  Regards,
  
  *************************

  Business Response

  Date: 08/08/2024

  We are sorry for any delays in delivering the refund.  The check has been reissued to the new address.

   

   

   

• Initial Complaint

  Date:04/03/2024

  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 am writing to you with a pressing matter that I believe warrants attention from the BBB. My family and I have recently experienced firsthand the devastating consequences of negligent property management. Despite numerous attempts to address issues with our rental property, AMP *****, including concerns about mold and other hazardous conditions, our pleas for action fell on deaf ears. The negligence of the property management company has led to serious health issues within our family, including respiratory problems, autoimmune disease, GI issues and allergies, which have necessitated medical treatment and ongoing care. Unfortunately, my repeated attempts to remedy these concerns went unanswered, which ultimately resulted in me being offered to end my lease early without penalty. At that time AMP Texas Regional Director, *****************************, offered me a Release of Liability Agreement and $12,657.48 however, I did not feel comfortable signing the document until I knew the extent of our circumstances. Because AMP never shared their findings with me and my family, I hired Texas Mold Inspectors to come and do an inspection. The inspector, deemed the home's current state; unfit for human occupancy. Not only was there active mold growth in more than 100 contiguous square feet, but to our shock there was self-originating mold behind every wall and vent cover. All of which was visible by our inspectors eye. Having said that, AMPs third-party vendor inspected the unit on January 5, 2024. Per *********************** email these findings were supposed to be available within 3 business days. At this time we were still staying in the unit while we searched for a new home. Between January 5, 2024 and January 31, 2024- reasonable time had lapsed and nobody contacted me about scheduling mold remediation. Therefore, even after Bridge at ************ received the mold test findings from their third-party vendor; zero effort to repair or remedy the known mold condition was made.

  Business Response

  Date: 04/29/2024

  RE:      Response to BBB Complaint 21516267
  
  The tenants resided at ********************** (Bridge) located at ************************************************************************ (the Leased Premises) pursuant to a Lease Agreement with an initial term from April 10, 2023, to April 9, 2024 (the Lease). 
  

  Response:  On October 9, 2023, the tenant submitted a work request to Bridge indicating that the sink is leaking and there is a wet spot on the ceiling from the leak. The work order was investigated by Bridge staff and the technician indicated the leak was fixed.
  
  There was no other contact regarding the issue until December 21, 2023, when the tenant sent an email requesting drywall repair. On December 30, 2023, a technician looked at the area and noted that a third-party vendor would be scheduled to complete the repair.  There was no mention of mold, or any other organic growth brought to Bridges attention as required by the lease. 
  
  Finally, on January 4, the tenants emailed the Bridge regarding their belief of potential mold growth. The Regional Director and the Community Director both spoke with the tenant on January 4, 2024, about their concerns in the apartment and that it had tested positive for mold. The tenant told the Regional Director that she would like to consider transferring to another unit.
  
  Bridge immediately scheduled a mold remediation test by a third-party vendor for January 5, 2024, and work was scheduled to begin as soon as the results were received. Contrary to the assertions in the complaint, Bridge was in constant contact with the tenants regarding the unit. Negotiations began immediately for a moveout either on property or to a different location rather than begin repairs while the family remained in the apartment to minimize disruption. A concession was offered, and a move could have occurred immediately.
  
  Rather than give Bridge a reasonable time to repair or remedy the condition, the tenant provided a Residents Notice of Intent to Move Out form dated January 10, 2024,and an email demanding the Lease be terminated effective January 31, 2024, due to the allegation of mold at the Leased Premises.
  
  On January 29, 2024, Bridge presented the settlement offer again. The tenants held over beyond January 31, 2024, and did not surrender possession of the Leased Premises until February 2, 2024, when they turned in the keys to the office.They did not sign the agreement to terminate the lease early and chose to leave their belongings in the Leased Premises beyond January 31, 2024.
  
  On March 23, 2024, an additional demand was sent by the tenant requesting $20,550,000 as a compensatory settlement payable in 30 days. At no time was the disputed amount of $24,146 contained in this complaint offered to Bridge. ****** acted in accordance with the Texas Property Code and made reasonable efforts to remedy the situation and offered an amicable resolution.
  
  For these reasons, we deny the allegations set forth in the complaint. 

  Customer Answer

  Date: 05/01/2024

  Complaint: 21516267
  
  I am rejecting this response because:

  Business Stated: "On January 4, the tenants emailed the Bridge regarding their belief of potential mold growth. The Regional Director and the Community Director both spoke with the tenant on January 4, 2024, about their concerns in the apartment and that it had tested positive for mold. The tenant told the Regional Director that she would like to consider transferring to another unit." 
  This statement is false. The Regional Director presented me with both options above. Please see the supporting file "******* Email Offering"

  Business Stated: "Bridge immediately scheduled a mold remediation test by a third-party vendor for January 5, 2024, and work was scheduled to begin as soon as the results were received. Contrary to the assertions in the complaint, Bridge was in constant contact with the tenants regarding the unit. Negotiations began immediately for a move out either on property or to a different location rather than begin repairs while the family remained in the apartment to minimize disruption. A concession was offered, and a move could have occurred immediately"

  Yes, ****** did send a third-party vendor to test, however, the findings were never shared with me as Regional Director, ***************************** said they would. Moreso, there was not constant contact regarding the unit or repairs. In fact, no outreach from ****** to me was made with 1) Third-party vendor findings, 2) Repairs needed to support third-party vendor findings. (If constant contact was made and there was no lapse in attention to this matter. Please surface those emails...)3) Yes, a concession was offered, however it was only three months worth of rent to cover the negligence in property management for October, November, December. Please see the supporting file "******* Email 2"
  
  Business Stated: "Rather than give Bridge a reasonable time to repair or remedy the condition, the tenant provided a Residents Notice of Intent to Move Out form dated January 10, 2024, and an email demanding the Lease be terminated effective January 31, 2024, due to the allegation of mold at the Leased Premises." 
  Reasonable time was given from October-January. And then again from January 5, 2024 (when third-party vendor tested) through January 31, 2024. But no efforts to remedy or repair were made. Furthermore, I did not demand to move-out. This offer was presented to me in the Regional Directors very first communication email to me. Again, please see the supporting file "******* Email Offering"
  
  Business Stated: "On January 29, 2024, Bridge presented the settlement offer again. The tenants held over beyond January 31, 2024, and did not surrender possession of the Leased Premises until February 2, 2024, when they turned in the keys to the office. They did not sign the agreement to terminate the lease early and chose to leave their belongings in the Leased Premises beyond January 31, 2024."
  The settlement offer was a joke and dates from their representative, *************** were off. Additionally, we did not hold over beyond January 31, 2024. We were long gone by then. I mailed the keys via *** on January 31, 2024 and they arrived on February 2, 2024. Please see supporting image attached. 
  
  Business Stated: "On March 23, 2024, an additional demand was sent by the tenant requesting $20,550,000 as a compensatory settlement payable in 30 days. At no time was the disputed amount of $24,146 contained in this complaint offered to Bridge. ****** acted in accordance with the Texas Property Code and made reasonable efforts to remedy the situation and offered an amicable resolution." 

  
  This is false. The disputed amount of $24,146 is solely to for the nine months of rent paid to Bridge during time of stay. And this was itemized in my "Adamo Personal and Property Damage Update" communication sent on March 23, 2024. In fact, it was the first item on my list. The four of us are confirmed to have mold toxicity and mold exposure has manifested in various ways in each of us. I, myself have been diagnosed with an auto-immune disease that I will now have for the rest of my life. Let that sink in. So yes, there was a request for compensatory settlement to cover both personal loss, injury, damages, illness, pain and suffering incurred to date. This settlement will also cover the current and ongoing necessary expenses and accommodations required to address the long-term impact of our mold illness diagnosis, ensuring access to appropriate medical care, support services, and any dietary and lifestyle adjustments necessary for the health and well-being for all four family members. Lastly, this will alleviate the profound sense of anxiety of being ill-prepared should any unforeseen/future health consequences arise as a result of living in carcinogenic mold.

  Bridge did not act in accordance with code, because if they did my family would not have mold illness or mycotoxins in our blood directly related to the mold species findings in apartment 1701 at Bridge at ************. Furthermore, they should have never rented us this apartment as it is not structurally sound, stucco is not up to code and as a result Texas Mold Inspector stated, "this mold is self-originating" and had been there long before we moved in. This is inhumane and inexcusable and all tenants of Bridge at ************ should be notified and concerned for their health and well-being. 

  
  
  
  

  
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 05/02/2024

  Complaint: 21516267
  
  I am rejecting this response because:

   

  In my "I do not accept the response made by the business...." sent on 5/1/2024. I cited some documents that I would like to share with you/BBB/and business as I did not see a place to upload additional supporting documents.

  1. Two images showing that keys were in fact mailed on 1/31/2024 with tracking showing they were delivered on 2/2/2024. 
  2. ******* Email Offering showing his initial outreach to me as well as his move-forward offerings. 
  3. ******* Communication 2 showing that he would share third-party vendor findings with me...

  
  
  Regards,
  
  ***********************

  Business Response

  Date: 05/08/2024

  Bridge at ************ takes any complaints levied against it seriously and the happiness, safety, and wellbeing of our tenants is always a paramount concern.To that end, we treat issues with mold seriously. Once we became aware of the alleged mold problem in Apartment #****, Bridge at ************ immediately sought to investigate the issue and to work towards an amicable resolution with the tenants. Instead of working toward a resolution, the tenants of Apartment #**** decided to vacate the premise, file complaints, leave adverse reviews of the property online, and threatened to contact local news affiliates. Bridge at ************ diligently worked to address the tenants concerns once they were made aware of them on January 4, 2024. This is what the Texas Property Code requires of landlords. While the tenants take the position that Bridge at ************ is responsible to them for unknown mold growth, the tenants were in possession of Apartment #**** and thus, Bridge at ************ was not in a position to know of any issue until the tenants informed management. Once that occurred, Bridge at ************ sought to investigate and make any necessary repairs. At no point has Bridge at ************ ever abandoned its commitment to its tenants and has always been willing to work to address any health and safety concerns.
  

  Customer Answer

  Date: 05/09/2024

  Complaint: 21516267
  
  I am rejecting this response because the mold was self-originating and present before we were even residents. "...lacking proper environment controls." Lacking proper environmental controls typically refers to a situation where a space or facility does not have adequate measures in place to manage or regulate environmental factors such as temperature, humidity, air quality, or contamination. As a result, the environment was/is conducive for mold growth. Overall, lacking proper environmental controls has lead to discomfort, health issuess and damage to property.

  Please see the attached letter from Texas Mold Inspectors for reference. 

  Moreover, after Bridge at ************ had unit 1701 inspected they did not communicate a concern for our well-being or safety:

  1) What was their third-party vendor's findings? Clearly their third-party vendor found mold when opening up the vents as ************************* from ***** Mold Inspectors said there was "visual confirmation of self-originating mold." 

  
  2) What action or steps were taken to notify us of the third-party vendors findings so that we could be informed of said findings? If Bridge at ************ cared about their tenants health and well-being a follow-up of sorts would've happened post third-party vendor inspection. And it did not...

  
  3) What steps were taken to remediate the mold in the unit since we've left? What steps were taken to inform the existing tenants in building 17 of the third-party vendor findings? Our AC air supply was/is all connected and the shared walls all had moisture behind them? Are the new tenants in unit 1701 safe?

  Us leaving reviews and contacting the local news is to shed light and truth on an unfortunate, negligent living experience.  My hope is that no family ever has to experience such grave loss, pain, and suffering. Our lives are forever changed as a result of our tenancy at Bridge. 

  At the end of the day, Bridge at ************ has failed to take responsibility or show empathy/care for our family. No remedy of any sort has been offered. Their lawyer *************** is non-responsive and fails to have his client's reputation/professional interest top of mind. He  never responded to our "Adamo Family Update" email and has yet to pursue a resolution of any kind. 

  
  Regards,
  
  ***********************