Complaints

This profile includes complaints for Willow Bridge Property Company LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Willow Bridge Property Company LLC

  2000 McKinney Ave Ste 1100 Dallas, TX 75201-2033

  
• 

  Station 117 Apartments

  117 Dean Ave Franklin, MA 02038

• 

  Lincoln Property Company

  135 Constitution Blvd Franklin, MA 02038

• 

  Flats on First Apartments

  21 Charles St Cambridge, MA 02141

• 

  The Aven at Newton Highlands

  99 Needham St Newton, MA 02461

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:07/25/2025

  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.

  1. Privacy Violations by Staff The overnight concierge, ******, told me that Yolandathe morning conciergehad shared personal information about me, specifically that I had been fired. Additionally, a janitor who visited my unit referenced my Section 8 voucher status without any reason. I have never discussed this with him, which leads me to believe private information about my lease is being inappropriately shared among staff. This is a clear violation of my rights and privacy.2. Mishandled $1,900 Overpayment August 2024 my rent ledger showed a $1,900 or more double payment from CHA. I asked for refund of rent I was paying contributing to bigger over payment. My request was denied and overpayment disappeared without legal paperwork showing where it came from or where it disappeared to.3. Lease Signing Under Duress On June 30, 2025, I was abruptly told I had to sign a new lease by the end of the day or face a $2,800 holdover fee. This put me under extreme financial pressure. I had already requested a unit transfer due to a hostile environment, but that request was ignored.4. Ignored Safety Concerns and Retaliation In June 2025, my Ring camera captured a neighbor at my door touching or tampering with a sticker that was placed there. I reported the footage, but management dismissed it as nothing. On July 24 2025, the sticker was removed completely, and a lamp near my door was damaged. This happened shortly after I had asked questions about key fob access and building security. It felt like retaliation for speaking up, and no action was taken to protect me.5. Locked Inside and Dismissive Response Due to a key fob programming issue, I was locked in my apartment overnight. I couldnt leave my unit, use the elevator, or access amenities. When I reached out, staff member ********* gave me a dismissive, gaslighting response that minimized what had happened.6. Posting discriminatory Marijuana signs on my floor and elevator assuming

• Initial Complaint

  Date:07/23/2025

  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.

  Vandalism, and attempted burglary

  Business Response

  Date: 07/24/2025

  Good Afternoon, 
  
  To better assist you, can you please tell me the name of the property that you are referring to? 

  Thank you.

  Customer Answer

  Date: 07/24/2025

  I have reviewed the business response, the complex is HemisView Village, *************************************************** 

• Initial Complaint

  Date:07/10/2025

  Type:Product 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.

  We applied for a 1b 1b 833 sqf apartment online through the portal on the website (*****************************), On May *******. We filled out, uploaded everything. Pay fees: Application/Admin Fee. The admin fee IS REFUNDABLE. June ****** we get an email from *******(leasing agent from the office,not the manager) Stating that we needed We are needing the original offer letter from our employer. Whatever they needed my manager spoke with them handled the situation. The same day we took our offer letters to the apartment leasing office everything notorized,and we were told that was what we needed and everything looked well. Nonetheless,after all of that,we were waiting for the process of getting approved,and ended up being DENIED for the apartment. I called June 5,and asked for the reason,and I was told that I would get a email. Yes,got the email,and the reason was on file. One applicant was good,and the other wasn't. Ok I get it,also asked ******* on the phone ok when should I receive my depot back. He stated that I would receive an email. (I was just clarifying)Ok,I called again June 25th. I'm trying to get an answer/following up on the process. Sometimes deposits arrive back a little earlier which is why I called again. I get the same response on you will receive an email. Ok,I've waited longer,still haven't received anything at the end of June. It's been past 30 days. Everyone on my team is asking so we're is your deposit,it usually shouldn't take this long. Have you heard from them. I said No,I was told I would receive an email. I called again Yesterday July 7th,2025. Spoke with ******* again, I told him my name again,my reason for calling repeating the samething. He always has to put me on hold to check whatever he is doing. Even if that TRUE. He said that he will contact his manager,and ask her to reach out to accounting on why its taking so long. If your manager was in the office when I came in person,why do you have to email her from another room? I want my money!

  Business Response

  Date: 07/18/2025

   

  Hello,

  ******* ****** applied for the apartment with a roommate, ******** ******. Both applicants are required to pay the application fee of $ ***** and the $ ****** administration fee. Property received one application fee $ ***** and $ ****** administration fee.  Upon refund of the administration fee, the property had to deduct $ ***** for the application fee that was not paid by Ms. ***************************** found an error in the original refund amount and corrected the error.We sincerely apologize for the delay in the refund to Ms. ****** and Ms. ****** of the $*****. The delay in the $***** refund may have occurred from changes in the refund amount. 

  Respectfully, 

  ***** ******

  Manager 

  
  

  Customer Answer

  Date: 07/18/2025

  I highly believe that this information is not true. If the $75 fee was needed when completing the the other payment it would have been communicated properly. If the fee's did not got through,and was needed,how did the application go through. Once an application(s) is submitted and all required documents are uploaded. Then it is reviewed and a determination is reaches. We applied May 30, during the process there wasn't any communication regarding an application fee on ******** ******** end. Even with Communication from our end with help of the application,there wasn't anything brought to our attention. So it takes 2 months to come up with a remark of an extra $75 needed for the applicant? I'm not buying that,and haven't ever had this issue before applying for an apartment.The information usually goes through the property manager,so how was the ball dropped? The property manager usually will check out the tenant thoroughly before they even reach out to the tenant. Even if denied it shouldn't take to months. So why weren't we contacted prior to this ? The property manager usually knows right then who they will approve,and not. Sometimes if they slightly want you in the door they require a bigger deposit. Refunds don't take 2 months no matter the circumstances,after that 30 day **** something is wrong. Once again how did the process go through if the fee's/application fees were not paid fully? There was not any communication letting us know the other payment was needed ,or just not run the application at all! I have an email stated that the application went through fine.

  Customer Answer

  Date: 07/18/2025

  I am rejecting this response because:  I highly believe that this information is not true. If the $75 fee was needed when completing the the other payment it would have been communicated properly. If the fee's did not got through,and was needed,how did the application go through. Once an application(s) is submitted and all required documents are uploaded. Then it is reviewed and a determination is reaches. We applied May 30, during the process there wasn't any communication regarding an application fee on ******** ******** end. Even with Communication from our end with help of the application,there wasn't anything brought to our attention. So it takes 2 months to come up with a remark of an extra $75 needed for the applicant? I'm not buying that,and haven't ever had this issue before applying for an apartment.The information usually goes through the property manager,so how was the ball dropped? The property manager usually will check out the tenant thoroughly before they even reach out to the tenant. Even if denied it shouldn't take to months. So why weren't we contacted prior to this ? The property manager usually knows right then who they will approve,and not. Sometimes if they slightly want you in the door they require a bigger deposit. Refunds don't take 2 months no matter the circumstances,after that 30 day **** something is wrong. Once again how did the process go through if the fee's/application fees were not paid fully? There was not any communication letting us know the other payment was needed ,or just not run the application at all! I have an email stated that the application went through fine.

  Business Response

  Date: 07/25/2025

  *View attached document for the business response*

  Customer Answer

  Date: 07/25/2025

  I have reviewed the business response and accept this resolution. 

• 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.

  I have not received the refund for 300 dollars after applying and not moving into an apartment at the *************************.

  Business Response

  Date: 07/18/2025

  Applicant received full refund of $300 on July 11th, 2025 in person from the office of Legacy at **************** 

• Initial Complaint

  Date:06/30/2025

  Type:Order 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 submitting a formal complaint against Willow Bridge Property Company, the management company for ***********************************, located at *******************************************I was a tenant under a fixed-term lease from July 9, 2024, through June 9, 2025. On May 14, 2025, I provided written notice that I would not be renewing my lease and returned the apartment keys to the leasing office. The office confirmed my move-out the same day via email, stating: You have moved out of the unit, which is perfectly fine.Despite this, Willow Bridge Property Company charged me:$2,311.90 for June 2025 rent, and $1,081.10 for prorated rent through July 13, 2025, for a total of $3,393.00, claiming that my failure to give 60 days notice triggered a lease extension under a month-to-month term. In addition, they have withheld my security deposit of $1,719.00.The management is referencing the following clause from the "Additional Provisions" section of the lease:A 60 day written notice is required prior to move out; If the Lease has automatically renewed on a month-to-month basis, the Lease shall continue to automatically renew month-to-month until either party provides the other with at least 30 days advance written notice of termination prior to the end of the monthly renewal term.However, this clause only applies after a lease has already entered a month-to-month phase. My lease was a fixed-term lease with a clear end date of June 9, 2025, and I never renewed or extended the lease. Therefore, this clause does not apply to my situation.There is no language in the lease that states a tenant who fails to give 60 days' notice will be charged additional rent or automatically moved to month-to-month status. I also vacated and surrendered possession on May 14, 2025prior to the lease end dateyet I am being charged for rent beyond the lease term for a unit I no longer occupied or controlled.

  Business Response

  Date: 07/18/2025

  We appreciate the opportunity to respond to the complaint submitted by the former resident of Apartment 450 at ***********************************************************. After a full internal review, we would like to provide the following facts and clarifications regarding the residents lease agreement, notice to vacate, and related charges.
  
  The resident signed a legally binding contract between ************ Apartments and  Enming Liang with a lease start date of July 10, 2024, and a lease end date of June 9, 2025, consistent with the copy of the signed lease we have on file and attached to this response for record.
  
  Under the Paragraph 3 Lease Term section of the lease, the resident agreed to provide a minimum of 60 days' written notice of intent to vacate prior to the lease end date. This provision is enforceable under the lease and was acknowledged by the resident upon signing. The lease does not automatically terminate at the end of the fixed term without proper notice.
  
  The residents notice of intent to vacate was submitted on May 14, 2025, which is only ****************************************************************************************************************************** receipt earlier that morning. This is short of the 60-day minimum requirement. As per the Notice to Vacate Acknowledgment, failure to provide the required notice would result in the lease converting to a month-to-month tenancy, subject to a higher rent rate as well as was detailed in the lease renewal letter sent on February 9th, 2025 via email through Entrata. This renewal offer letter clearly states the terms of staying month-to-month and the rent amount there of. This is also stated in Paragraph 3 of the lease agreement that the rental amount can and will change with a 30 day notice, which was provided on February 9th, 2025 via the renewal letter.
  
  This clause was signed and agreed to by the resident and is not conditional on physical occupancy. The resident did not fulfill the contractual notice requirement and therefore triggered the automatic transition to month-to-month status. Under this provision the resident would be responsible for their normal rent of $1569.00 on a prorated level for June 1st through June 9th, 2025 and then on a month-to-month rate of $2,433 prorated from June 10th, 2025 to July 13th, 2025. These rental amounts are the base rental rate and the resident would also be responsible for the extra fees of $144.00 plus any water/sewer utilities through the last day of the notice period.
  
  The resident asserts that returning keys on May 14, 2025 constitutes legal surrender. While surrender of possession can be a relevant factor in terminating physical occupancy, it does not void contractual obligations, particularly those related to notice requirements and rent due under a month-to-month conversion clause. The lease clearly establishes that contractual obligations continue until proper notice is received and the notice period is fulfilled, irrespective of when possession is surrendered.
  
  Based on the facts above the resident did not provide the required 60-day notice and the lease legally converted to month-to-month status as a result. The rent charges assessed are fully supported by the signed lease and renewal letter. There is no evidence of unlawful behavior or unjust enrichment. We are committed to complying with North Carolina landlord-tenant law and to resolving this matter in good faith.
  
  We respectfully request that this matter be reviewed in light of the actual lease terms and the residents contractual obligations. We have provided copies of the lease, notices, and correspondence alongside this response.
  

• Initial Complaint

  Date:06/27/2025

  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.

  This is the management company for the townhome my family rented beginning at the end of May, 2024 and ending in June of 2025. We had several incidents of neighbors violating the no smoking policy and very little assistance from the managers. We did a mutual termination due to these issues and ended our lease almost 2 months early. Today, we received notice that they are attempting to charge us to replace carpets we left in the same condition as when we moved in. We believe this is a fraudulent attempt to recoup lost revenue from our early lease termination.

  Business Response

  Date: 06/30/2025

  Good Afternoon, 

  In order to best assist you, could you please tell me the name of the property that you are referring to? 

  Customer Answer

  Date: 06/30/2025

  I am rejecting this response because:  the business requested more information. The business is responsible for The Venue Townhomes in *******, ********* 

  Customer Answer

  Date: 06/30/2025

  After disputing charges with the business and requesting documentation and photo/video evidence, the business sent our move-in checklist outlining the damage we believe they are attempting to charge us for as present when we moved in. The manager will not provide photos or descriptions of the damage in question and is attempting to discredit our move in checklist documentation. 

  Customer Answer

  Date: 07/08/2025

  I have requested photographs and detailed information about the alleged damage, including receipts verifying that the carpet was damaged, and have not been provided anything but an invoice and the original documentation we provided upon move-in that indicated problems with the carpet. There will be further complaints. 

• Initial Complaint

  Date:06/19/2025

  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.

  This apartment complex is a health hazard. I have had so many floods since living there. My kitchen cabinets literally shredded from water. They tossed them in the trash (photos) never replaced or fixed. Holes in the walls. Instead of drywall put over the hole they screwed wood boards that werent long enough to cover the hole. I had to put painters tape across the bottom so bugs would not come out of walls. Mold everywhere. I ended I up breaking the lease because I could no longer stand living in the gross conditions. I was told I would need to pay a break lease fee of $2542. I asked for some sort of discount because of all the horror I lived in and poor conditions. I was denied. Now I have 15 days to pay ***** on an apartment they already have rented to someone new. Which is concerning because that apartment needed to be gutted. They only care about money. Not peoples health or living conditions. I have so many photos I can turn over of my apartment condition. It was disguting. They should be ashamed. But these big corporations dont care. I feel like $***** is an enormous amount for the stress Ive gone through there. Especially since they rented it immediately. Disgusting practices.

  Customer Answer

  Date: 06/20/2025

  I would also like to add I received an email a final account statement stating I owed $75 out of my deposit for cleaning of the stove (which was left sparkling, I have photos) and that I was receiving the balance of my deposit. 
  then a few days later I get a certified letter stating Im not being charged the $75 for cleaning but that they arent charging using the deposit towards $2742. 
  So confusing. Again I know I broke the lease but the conditions I lived in were disgusting. My health is important. Im in the process of getting disability because I had a brain tumor removed and a blood disorder with no cure. I could no longer be breathing in mold. It smelled like earthy mold in there because they never cleaned floods. I can provide several photos. 
  this large amount is unethical considering the conditions I lived in  

  Business Response

  Date: 06/25/2025

  Good Afternoon,

  In order to best assist you, could you please tell us the name of the property that you are referring to?
  
  Thanks

  Customer Answer

  Date: 06/25/2025

  They are asking for a response to what property it is. It is ******************* on ****** road in ******* ******** 
  

  I want to add more info as well. They sent me a refund check in the mail? Are they going to come after me for that too if I cash this? They make no sense. I have a copy of my final bill I paid. They send me a refund. But I owe them thousands? 
  

  I would also add I never missed a payment in the almost 2 years I lived there. Yet they allowed me to live in I acceptable conditions especially with my health issues. 
  

  Customer Answer

  Date: 06/25/2025

  I am rejecting this response because:   
  I have included the property in the paperwork. 
  

  it is Rosemont Windermere on ****** **. ******* Florida. 
  

  they sent sent me a final bill. I paid it. They just recently sent me a refund check?!

  living conditions were unacceptable for almost 2 years. Never missed a payment. Ever. Apartment rented right away after my notice. 

  Business Response

  Date: 07/07/2025

  Dear Madison,

  Thank you for the opportunity to respond to the latest concerns submitted by *** ******.

  *** ****** moved into her apartment at ******************* on August 15, 2023. Willow Bridge Property Company officially assumed management of the community on September 4, 2024, more than a year after her initial move-in date.

  We would like to note that despite the concerns she later raised, *** ****** renewed her lease in October 2024 for another full year, indicating her intent to remain at the community well after her initial lease term.

  Since our takeover, *** ****** has not visited the leasing office in person and has submitted only two maintenance work orders during our management period. Both of which were completed same day. When she eventually contacted us, she informed us of her desire to terminate her lease early to move back home and requested a discount, citing unresolved issues and an unsatisfactory move-in experience.

  While we understand and empathize with her concerns about the move-in condition of her apartment, it's important to note that the reported issues, including leaks, stemmed from a full building replumbing project that occurred prior to Willow Bridge's management. Nonetheless, our team made every effort to address her concerns, including offering:

  -A walk through and repairs for any items she identified as problematic.

  -A transfer to a different unit and a waived transfer fee.

  -A transfer to another Willow Bridge managed property in the area she was relocating and a waived transfer fee.

  -A payment plan of her final account statement including the Lease Break Fee.

  Unfortunately, *** ****** declined these options and stated she only wanted to break her lease without penalty. We made a genuine effort to improve her experience and retain her as a resident, but she declined all alternative solutions. Willow Bridge remains committed to fair and responsive service and appreciates the opportunity to provide clarification on this matter. 

  Sincerely,

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

  Property Manager

  Customer Answer

  Date: 07/08/2025

  I am rejecting this response because:   
  

  I made several complaints in person to the leasing office. Unfortunately I didnt use the online maintenance request so they do not have it in writing. 

  they sent out a survey asking the satisfaction of the apartment which I filled out and gave very low scores. 
  

  I gave up complaining because I would never receive a response. 
  

  the fact of the matter is that apartment was disgusting. You can clearly see from the photos. Them offering to finally make it right upon me wanting to move out of the mold infested property is a joke. they didnt seem to care when my cabinets shredded apart and I had standing water in my apartment. Or that I had holes in my wall. I was told by maintenance several times they were coming to drywall it and never did. I just gave up. One time I even complained in person about a maintenance working going in my bedroom while I was not home when he wasnt suppose to be there. I had it on my camera. I wish I could attach videos to this complaint of things. 

  I paid every bill I ever owed there without issue. It shows that all they care about is money and not the living conditions or the personthat they are not willing to negotiate on a ridiculous fee  that wasnt made clear in the beginning. Its too little too late. I had to renewed the lease because I was told things would be fixed. Which they were not. 

  I am attaching one letter I could find that I sent during my stay there. Unfortunately most of the communication was in person which now I know better. Even in the several floods I had those werent reported in writing because they were clear emergencies and I called instead. When your apartment is flooding sending an email is not something on your mind. 
  

   

   

   

• Initial Complaint

  Date:06/16/2025

  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 would like to share my disappointing experience with the ****** ************************ in ******. As a real estate broker, I value professionalism and positive relationships in our industry, but my recent interactions with their staff have been far from *************** issues began with *******, a leasing agent, who was unprofessional when I sought information about the invoicing process. After a frustrating exchange, I arranged a meeting with her property manager, ******* ******. ******* assured me that I needed to sign up on their vendor app for an annual fee of $68, which I later determined would not benefit me. After communicating my decision, ******* promised to process my invoice and assured me I would receive a check by the following Thursday.However, that day came and went, and I learned the check had been mailed out with payroll checks, supposedly to be delivered by ***** on Friday, June 13. When I visited the office for an update, ******* informed me that the checks had not yet arrived and could not provide any tracking information without consulting her ********** someone who has worked in property management, I believe in treating clients with respect and transparency. Unfortunately, I later received an email stating that our check was not included in the batch and could take up to 30 days to be issued, contradicting our prior agreement.This entire experience has been frustrating and has left me feeling undervalued as a partner. I hope the management addresses these communication issues and improves staff professionalism to better serve clients in the future.

  Business Response

  Date: 06/25/2025

  Hello *****,

  
  Thank you for taking the time to share your feedback. We appreciate your referral and the opportunity to work with you. However, we would like to provide clarification and context regarding this situation.

  Initially, the invoice we received from you was dated June 2nd and billed under the residents name, which does not meet our internal accounting standards for vendor payments. We requested a corrected invoice so we could process it properly. You then submitted a second invoice, backdated to May 20th, and correctly addressed to the property.

  
  While we understand your eagerness to receive payment, its important to note that your outreach to our on-site office, our corporate office, and even our national office occurred within just a few days of the resident moving in. Additionally, you contacted individual employees through their personal platforms, which falls outside of standard professional boundaries.
  Per our company policy, vendor payments are processed no sooner than 30 days after a residents move-in date. This is a standard timeline we follow to ensure quality control and proper verification. Additionally, all vendors are required to be certified and approved through our ********* platform as part of our risk management and compliance process. Unfortunately, you declined to complete this step, which required us to make multiple exceptions on your behalfagain, outside of our normal business practices.

  
  We regret any frustration this situation may have caused. While we value the referral and appreciate your interest in working with us, we also have to balance that with ensuring consistency, fairness, and compliance across all vendor relationships.
  We hope this explanation provides clarity, and we wish you the best in your future endeavors.
  Sincerely,
  The Willow Bridge Team

  Customer Answer

  Date: 06/25/2025

  I am rejecting this response because:   This is completely unacceptable! Your manager ******* Accepted the invoice and stated it was approved . If anything was wrong with the original invoice she should have made that very clear prior to the emails regarding the check was approved and cut by AP and sent. This is completely false and ******* ****** also stated that the net vendor process was NOT necessary. I have multiple emails of this communication. So you will not cover for your team . My eagerness to receive payment was solely based on your Property manager making promises she could NOT keep ! 
  This complaint is very valid and your company team members FAILED to honor the promises made ! 
  Thank  you Good day 

  Business Response

  Date: 06/30/2025

  Hello *****,
  
  
  We would like to thank you for taking the time to share your feedback. We do apologize that your experience did not meet your expectationswe always strive to ensure a smooth process for everyone we work with.

  
  We have reviewed the situation, and while we understand your concerns, there is nothing further we are able to offer at this time.

  
  We appreciate the opportunity to work with you and wish you all the best in your future endeavors.

  
  Sincerely,
  The Willow Bridge Team

  Customer Answer

  Date: 06/30/2025

  I am rejecting this response because:   

• Initial Complaint

  Date:06/11/2025

  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.

  Dear Better Business Bureau,I am filing a formal complaint on behalf of **************** Services against Northpoint of *******, managed by Willow Bridge Property Management, for failure to pay contractually agreed-upon late fees that have accrued over a 79-day delay in payment.?Business Information:Property Name: Northpoint of ******* Management Company: Willow Bridge Property Management Address: ************************************* Contacts: ****** **************** ******* Phone: ************** ?Summary of Complaint:On the agreed service date, ************************* provided professional cleaning services at Northpoint of *******. We submitted our invoice with Net 30 payment terms. Unfortunately, the invoice went unpaid for 79 days, well beyond the agreed-upon terms.Our standard policy includes late fees after 30 days of non-payment, which were clearly stated in the original invoice and subsequent communications. While the base invoice was eventually paid, the management company has refused to pay the late fees that accumulated over the 79-day delay.We have followed up multiple times to resolve this professionally and respectfully. However, the response has been a flat refusal to pay, without valid reason or dispute over the fees. This demonstrates a lack of accountability and negatively impacts small businesses like ours that depend on reliable, timely compensation.?Resolution Requested:We are requesting the full payment of the outstanding late fees per our service agreement and invoice terms. We also request BBBs assistance in ensuring Willow Bridge Property Management honors its financial obligations to vendors.We are prepared to provide:The original invoice Our late fee policy Service completion documentation Email and message communication logs Thank you for your attention and support in resolving this matter.Sincerely,******* ********* Owner, *************************

  Business Response

  Date: 06/26/2025

  This vendor agreed to remove the late fees, as payments had been issued timely but were sent to the incorrect address listed in their account.  Please see email confirmation attached.

   

   

  Business Response

  Date: 06/26/2025

  Per the attached email from this vendor, all late fees were removed.  The payments were initially sent on time to the address listed in the vendors Net Vendor account.  When the vendor reached out due to not re3ceiving the payment, the Business Manager and RPM had the payments sent overnight to the new address.  The vendor then waived all late fees in the attached email.

  Customer Answer

  Date: 06/26/2025

  I am rejecting this response because:   
  The address they had the check sent to was never a remit address. The late fees were removed without clearance of the address and amount due. The manager definitely did not send invoices out in time to pay and had cost us a contract and late fees payments.

  Business Response

  Date: 06/30/2025

  Thank you for the response.  Please contact the leasing office Business Manager for further discussion.

• Initial Complaint

  Date:06/06/2025

  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.

  I toured an apartment and disclosed information regarding my recent low credit history. I informed the manager I fell ill and was deemed a disabled veteran and I lost my job due to illness. During this time my credit score dropped from 754 to 500s. Now Im back working and paying bills off. The manager asked about my rental history and told me not to worry about my low credit score because it doesnt matter if I have an apartment to vouch that I have good rental history. I asked several times about this and he kept assuring me it wouldnt matter. So I applied. I also have a misdemeanor and when I filled out the application it says felonies are disqualifications not misdemeanors and they denied due to my record too. I called them and was told no ones in office. Once I told them Im filing a complaint they asked me to wait until the property manager gets off a call. I waited on hold and then they sent me to voicemail. They are being very shady. I spent $275 on a deposit and application. The main issue is this is a now a pattern for this business. There are reviews claiming the same thing happened with their applications. Im seeking legal action against Cottage Living and the property staff for scamming potential residents.

  Customer Answer

  Date: 06/09/2025

  Thank you BBB for assigning my complaint. My realtor informed me today that Cottage Living is going to issue a partial refund of $200 for the security deposit. As long as they refund this amount Im okay with that resolution. 
  

  Thank you. 

  Business Response

  Date: 06/10/2025

  The refund of a $200 deposit is being refunded. The $75 application is non refundable per the application agreement that was signed at the time of applying for the home.

  We understand that this news may be disappointing, and we appreciate the time and effort you put into your application.
  
  Thank you for your understanding, and we wish you all the best in your search for a new home.