Complaints

This profile includes complaints for Bay Property Management Group Northern Virginia LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Bay Property Management Group Northern Virginia LLC has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Bay Property Management Group Northern Virginia LLC

  5105K Backlick Rd Annandale, VA 22003-6066

  
• 

  Bay Property Management Group Northern Virginia LLC

  5105-K Backlick Road Annandale, VA 22003

  
• 

  Bay Property Management Group Northern Virginia LLC

  14127 Robert Paris Ct Chantilly, VA 20151-4203

  

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:04/18/2025

  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 found this company to be deeply unprofessional and lacking in even the most basic standards of property management. My initial attempt to rent a unit through a ******* MLS listing led me to discover that the listing agent wasquite convenientlyemployed by the very same rental agency. From the outset, the experience has been plagued by poor service and ongoing maintenance issues, all while paying premium rent.I reside in ******, a neighborhood in *********, Virginia, and despite the high cost of living, even basic annual building maintenance for things like HVAC is neither managed nor facilitated by the property management provider itself. Instead, I am expected to coordinate with their third-party vendorswho are notoriously unreliable and frequently fail to show up. The agency appears to hire the lowest-cost labor available continuously, regardless of competence, professionalism, or insurability. The lease agreement has been little more than a farce. Communication is nearly impossible, and attempts to escalate concerns are met with silence. A staff member named ****, in particular, lacks the language proficiency and professionalism required to support professional tenants like me ************** short, this company has been a disappointment at every level. Proceed with extreme caution if you endeavor to have them manage or provide you lease services.

  

  Business Response

  Date: 05/01/2025

  Hi *****,
  
  Thank you for taking the time to share your concerns. We want to sincerely apologize for the frustration and inconvenience you've experienced, especially regarding the **** inspection. Please know that we take your feedback very seriously.
  
  Im sorry if you were unclear who was listing the home as this is disclosed on the listing. As a licensed brokerage we have licensed leasing agents who list the homes we manage. All listings include the brokerage and agent who is listing the home.
  
  We also understand how disappointing it is when a scheduled vendor appointment falls through, and we agree that your time should always be respected. The **** vendor involved has been given direct feedback about this incident, and they have expressed their sincere apologies for the inconvenience caused. While we do our best to work only with reliable third-party contractors, we unfortunately cannot always control the conditions they face in the fieldsuch as prior jobs running late or unexpected issues that affect their scheduling.
  
  That said, your property manager personally reached out to the vendor as soon as she was made aware of the issue to help facilitate a prompt resolution. We understand how frustrating it can be to have to rearrange your schedule due to a delayed maintenance appointment and the inconvenience it caused you.
  
  Additionally,wed like to clarify that homeowners are never required to choose the least expensive option. We provide them with a list of vetted contractors, but they are always free to hire a vendor of their own choosing for maintenance work.Our goal is to give flexibility while ensuring that quality standards are met.
  
  We regret that your experience has not met your expectations, and we are committed to learning from this to improve our service. If you would like to speak further about your concerns, please dont hesitate to reach out directlywe are here to help. 

  

  Business Response

  Date: 05/12/2025

  Good afternoon, 

  Please see the attached letter that my office received on May 8, 2025 regarding this complaint. Mr. ******* has requested the issue be closed within BBB. 

  Thank you, 

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

  Director of Operations 

• Initial Complaint

  Date:02/10/2025

  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.

  Better Business Bureau Complaint Against Bay Property Management Group I am filing a complaint regarding the mishandling of my rent payments by Bay Property Management Group, which resulted in unnecessary fees despite my timely payments and proactive ****************** Payment Timeline:1/25: Rent check delivered to the correct address.1/31: Contacted Representative Pink ******** to inquire why the check had not been deposited; provided proof of delivery. No explanation was given.2/2: Canceled the original check after confirming the address was correct and sent a replacement via FedEx.2/3: Ms. ******** acknowledged the original check was canceled.2/3: Despite being informed of the cancellation, Bay Property deposited the original check.2/5: Replacement check was deposited.2/6: Charged a $50 returned check fee due to the companys deposit of the canceled check.2/6: Assessed a $245 late fee based on the returned check fee.Issue:Despite my timely rent payment and proactive communication, Bay Property deposited a check they had been informed was canceled, leading to improper fees. This was entirely due to their mishandling of payments, not any negligence on my part.Request for Resolution:I am requesting:A full refund of the $50 returned check fee, as the company deposited the canceled check despite prior notification. The cancellation was due to the companys untimely handling and lack of transparency about my early submitted payment. I expect a timely resolution and response. If this matter is not resolved, I will consider further action.Sincerely,****** ******** ************ ******************

  

  Business Response

  Date: 03/04/2025

  Good morning, ******,
  I am sorry to hear that you are having this issue with our Northern Virginia office and hope everything gets resolved quickly. The complaint you filed was against our Washington DC office and should have been filed against our Northern Virginia office. I would love to help get this resolved but unfortunately, I do not have access to your file since we are technically separate companies. I have already reached out to ******* ****** who is the Director of Operations for the Bay Property Management Group Northern Virginia office, to alert her of this situation. ******* or someone from her team should be reaching out to you asap to try and get this resolved.
  
  I will be requesting that this complaint be closed by the BBB since this is for another *** office that I do not oversee. If you would like to file a new BBB complaint, you can do so through this link. This is a link to the Northern Virginia BBB page. ***************************************************************************** let me know if I can be of further assistance
  
  Thank you,
  
  **** *****
  President
  Bay Property Management Group ******

  

  Business Response

  Date: 04/02/2025

  Im sorry to hear of the issues with your rent payment. After you initially inquired about the status of your payment on Friday, January 31, our office was in process of reviewing your account to provide you more information. Unfortunately,you canceled the check over the weekend before we had an opportunity to have our accounting department confirm or deny receipt of the check and remedy this for you. By the time the cancellation took effect, the original check had already been deposited, leading the bank to process it as a returned payment and impose a $50 returned check fee. While we understand the frustration, the fee is a direct result of the check cancellation. If given the time that Monday, we could have resolved this with our accounting department prior to any problems. Since the *** check fee is a fee we also receive from the bank, we will not be able to refund this charge. 

  Customer Answer

  Date: 04/08/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22924380
  
  I am rejecting this response because:
  

  By the point this canceled check situation happened the rent payment had been ... sitting around somewhere for almost 2 weeks not being deposited. When asking for a status before the weekend instead of reaching the accounting department I was delayed with questions about if I mailed it to the right place instead of just investigating what was going on. 
  
  Regards,
  
  ****** ********
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 05/01/2025

  Unfortunately, we are unable to provide a refund on the *** fee you are requesting. As mentioned in our previous communication, you did not allow us time to respond to your inquiry prior to canceling the check. If we had the chance that following Monday to answer your questions with our accounting department we would have been able to resolve your concerns. 

  Customer Answer

  Date: 05/02/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22924380
  
  I am rejecting this response because of previously stated reasons. 
  
  
  Regards,
  
  ****** ********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/25/2024

  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.

  The property management company quoted me that I could get between $1800 and $1900 rent for my condo. The condo was advfor 45 days, 20 days for $1900 and 15 days at $1800. With very limited interest n the unit partially due to advertising. The management company posted 3 pictures of the interior of the unit and informed me after I signed the contact they could not take pictures due to the current tenant residing in the home. I had requested at the start new pictures be taken to avoid this issue but the listing agent informed me they could not take new pictures until the tenant vacated. They then suggested I lower the price to $1700 as they had to decrease prices on all their properties. I requested other listing's of other units that were renting for $1700 but did not receive anything. The unit has been on the market for more than 45 days and I requested to terminate my contact due to this issue among others with this company. They are not charging me the fees in the management agreement. However, had they advertised my unit with more pictures it would have attracted possibly more interest. People want to see the entire unit and not just pictures of the kitchen.

  

  Business Response

  Date: 10/14/2024

  Good afternoon,
  
  Im sorry you have been unhappy with our marketing services.Upon reviewing your file, you came on board with us July 1 with a tenant already in place with a rent of $1500 a month. Our rent estimate provided to you prior to your management was based on multiple factors, and the peak summer season was one of them. When your tenant provided notice to move out September 30, we sent you market comparables and recommended $1700 for the rent, a $200 increase from your current rent and competitive with the other units in your area. The fall season is slower than summer and requires lower rental prices than June or July. You decided to move forward with listing the home at $1900. Since your home was tenant occupied, we could not complete marketing pictures of the interior but let you know we would take photos once the tenant moved out to ensure future listing had photos. Throughout the marketing process we provided updates and recommended lowering the price as recommended originally.Unfortunately, it is extremely difficult to rent a home when it is overpriced. Per your management agreement, there are fees associated with terminating your management agreement early. Your current contract ends 6/30/25 so there are fees associated with the termination.
  
  Please let me know if you have any further questions. 

  Customer Answer

  Date: 10/21/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22340958
  
  I am rejecting this response because:

  It was not recommended by the property management company to list the property at $1700 when the tenant gave notice.  They stood by their recommendation to list the property at $1900.  I was informed by the listing agent that they could not take photo because tenant was there.  After the property had been listed for a month was when they suggested lowering it to $1700 which I was not in agreement with.  The property has since been rented at $1775 so their advice was inaccurate.
  
  
  Regards,
  
  ***** *****
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 12/13/2024

  Good afternoon,
  
  Im glad to hear you were able to secure a new tenant. On August 13, 2024, prior to marketing, my leasing administrator emailed you with the price recommendation of $1700. You responded that you were looking to list between $1800-1900 since this is what was provided to you as the market rate in July. Since the home was to be vacant at the end of September, the market is slower than in July.  We recommended $1700 to help rent the home as quickly as possible while still providing you an increase from what your previous tenant paid. When pricing the unit prior to marketing, we take into consideration when the home will be available. July is the peak season, and September is a slower market. 
  
  My best,
  
  ******* ******
  Director of Operations 

• Initial Complaint

  Date:08/22/2024

  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.

  This past July, Bay Managements (BM) negligence cost us thousands & they refused to accept responsibility for their blatant mistakes.The incident began when an **** drain pipe in our basement utility room began to back up. Our tenants caught it quickly & let BM know. For reasons passing understanding, our property manager told the tenants not to worry about it & cancelled a work order to address the problem. The following day the tenants reached out again to the property manager, afraid that the **** would short out from 1.5 of standing water coming from the drain. Only at this point did anyone from ** notify us, & we told them to immediately get a *************** remediation. If ** had just responded when they should have, nothing more than snaking a drain would be *********** ordered water damage remediation for the surrounding carpet, but conspicuously did not send us the invoice for that remediation until we demanded it weeks later. They then revealed that they had paid almost $5000 on remediation without telling us, when it should have cost a fifth or sixth of that. We know this because we had gotten remediation for a water problem the year prior due to an unrelated **** failure, and the price for remediation was $850. When we explained to them that we expected them to handle the expenses because they had caused the problem & wildly overpaid to address the problem; they demurred, obfuscated, & tried to confuse the issued by pointing to supposed past problems with "moisture" in the utility room. All of this, somehow, absolved them of responsibility. Setting aside that the problems with mold that had been addressed in the past, mold had nothing to do with flooding water that caused this damage. BM made egregious, inexplicable mistakes, compounded those mistakes by overpaying to address them, denied responsibility, & then tried to squirm out of responsibility via a series of excuses that were pathetic at best, misleading at worst.

  

  Business Response

  Date: 09/11/2024

  Good morning, 

  Thank you for bringing your concerns to our attention. We take all feedback seriously and strive to provide the best service possible to our clients. I appreciate the opportunity to address the issues youve raised.
  
  First, I want to express our sincere apologies for the stress and inconvenience this situation has caused you. I understand how frustrating it must have been to deal with this issue, and Im sorry that our service did not meet your expectations.
  
  Regarding the **** drainpipe backup, our records show that our property manager communicated with the tenants promptly after the issue was reported. The initial decision to monitor the situation was made based on the information provided at the time. However, when the problem amplified and was reported again by the tenants, our emergency team responded immediately, dispatching a vendor the same day to assess the extent of the issue and begin mitigation efforts. These series of occurrences took place on the same day. 
  
  Its important to note that the mitigation vendor was chosen based on their ability to respond quickly and efficiently, given the emergency nature of the situation. While we understand your concern about the cost of remediation, the price reflected the urgency and extent of the services required to prevent further damage. Our intention was always to protect your property from more significant harm. The remediation company found in addition to the current leak, there was additional water damage from prior repeated leaks and high basement moisture. We had spoken to you previously about the recurring leak and were not instructed to make any permanent repairs. This delayed maintenance caused a larger issue that was found during the remediation.
  
  Regarding the communication about the remediation invoice, we apologize for any confusion or delay in providing the details. There was a delay in receiving the invoice from the restoration company. Once we received it, we passed it along to you for your records. We understand that timely and transparent communication is crucial.
  
  If theres anything more we can do to address your concerns or if youd like to discuss this matter further, please let me know. 

   

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

  Director of Operations

  Customer Answer

  Date: 10/01/2024

  Dear BBB,

  This complaint has not been resolved by the company. They unfortunately lied in their reply to us by mentioning a long standing moisture problem we have in the basement outside of what caused the flooding. If this was true, why did they never suggest a way to fix the moisture problem. This company is so dishonest, and I feel bad I didnt reply to their lies in a timely fashion, but time got away from me. 

• Initial Complaint

  Date:06/01/2024

  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.

  We opted of the Resident Benefits package in our lease and were still charged with a RBP fee. We told them we didn't want that additional package add on before we signed the lease, and signed an opt out agreement when we signed the lease and provided documentation to their 3rd party provider the day after we signed the opt out paperwork as requested. Attached is documented proof that we did everything to opt out in a timely manner and were still charged. They have denied our request for a refund.

  

  Business Response

  Date: 06/26/2024

  Good afternoon,
  
  To opt out of the Resident Benefit Package we require all tenants to sign off on a modification agreement. This agreement includes instructions to submit proof of insurance to our 3rd party partner, Second Nature. When this is submitted, they review the insurance to ensure it meets the requirements and send a confirmation email to the tenant that their insurance has been accepted.Per the attached documentation, the modification form was signed, however, Second Nature did not approve the insurance until April 4. As per the lease, the Resident Benefit Package is not prorated so this resulted in a $13.95 charge on the account for ****** but it was removed starting May.
  
  Please let me know if you have any further questions on this charge. 

  My best, 

  **************************;

  Director of Operations, Bay Management Group Northern Virginia

• Initial Complaint

  Date:05/16/2024

  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.

  On May 4th, 2024, I applied online to rent a townhouse with the Bay Property Management Group in *********. The application fee was $120. My application was approved and I was sent a lease to sign. The lease did not have my desired move-in date of June 1st which was stated and requested in the approved application. It seems that other applications were made for the same property after my application was approved. I contacted the agent that I was dealing with to let her know that the lease had the wrong move-in date. She stated she got another application and that the new applicant was willing to move in sooner and if I did not sign the lease within 24 hours, the lease would be canceled. She was pressuring me to sign the lease online without giving me time to review it with my agent. In addition to the complicated language in the lease, the company changed some other monthly fees that they listed on the *** listing portal. I explained that I could not afford to move early as that would require me to double pay rent. The agent insisted that if I did not sign the lease as is, it would be canceled in 24 hours.My issue is twofold, the first, the company continued to collect applications after my application for a move-in date of June 1st was approved. They sent me a complicated lease document and did not allow me enough time to review it with my agent. When I objected to the move-in date, they canceled the lease and kept my application fee. Given they changed in the terms of the application, I feel that I should be refunded the application fee. The company's practice of collecting application fees from applicants seems shady as they only select one applicant. They do state on the website that application fees are non-refundable. In my case, I was willing and able to sign a lease based on an application that I filled with a desired move-in date of June 1st. The company canceled my lease and did not refund me the fee.I am kindly requesting to be refunded the $120.

  

  Business Response

  Date: 05/29/2024

  Good morning, 

  Thank you for reaching out. As discussed with your real estate agent, unfortunately I am unable to waive or return the application fee.As per the disclosure you signed before you submitted your payment or application, the application fee is nonrefundable even when an application is denied or if you decide not to move forward. I've attached a screenshot of this disclosure. As with any real estate transaction, the lease terms are negotiable. While we received your application with a desired move in date of June 1, we received another application that was approved as well. In order to secure the property, they offered an earlier move in to make their application more appealing to the owner. Since your application was received first, we provided the approval to you first, but with the negotiated terms. Since you did not agree to lease the home with the earlier move in date, we moved on to the second applicant who had more favorable terms for the owner. 

  As mentioned to your agent, if you find another home listed by us that you would like to apply for we can transfer your application and you will not need to pay a new application fee. This transfer has to be completed within 30 days of when your application was submitted. Since your application was previously received on May 4 there are only a few more days to transfer if you decide to do so. 

  I wish you the best in finding a new home and please feel free to reach out if there is anything else I can assist with. 

  My best, 

  ***************************, Director of Operations

• Initial Complaint

  Date:01/26/2024

  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.

  We paid a deposit of $2,645 to Bay Property, not the owner of the property, prior to our move into the residence (****************************************************). Upon our move in, the inspector had done a walk through prior to us moving in and provided the condition report after we got access to the property. He would not do another walk through with us but allowed us to do our own walk through make and additional notes the move in condition report which we did and email the property manager those notes.We moved out of the property in July 2023. They scheduled a move out inspection after the lease expired and over a week after our move out. They would only provide a nine-hour window on when the inspector would show up to do a move out condition inspection and refused to provide a call on when they were on the way so we could be there as well.When we got the security deposit check with the breakdown, we were being charged for items that existed prior to our move in and were either noted in the property condition report done by the inspector or in our email to the property manager or both. We provided copies of the report and the email we had sent. We notified the property manager of this, and we did not receive a response back until two weeks later only to say they reached out to the owner and forwarded them our request and has not responded and that she terminated the management agreement. We have responded back a few times after and still have not received any communication back.We are seeking a refund the amounts that we were charged for the items noted that were existing prior to our move in in the amount of $1,100.

  

  Business Response

  Date: 02/15/2024

  Im sorry to hear of the concerns with your deposit. Bay Property Management Group manages homes on behalf of owners/landlords. Your lease was with the owner of the home. With this, the owner makes all decisions when it comes to the home and the deposit distribution. As per our standard procedure,we do a move in inspection prior to a tenant moving in, provide the tenant a copy of our report, then allow them time after their lease starts to send back any additional items they may note or find. At move out, we do a move out inspection after the tenant is fully out of the home so we can see the home completely vacant. We provide this inspection date to the tenant and they are welcome to join the inspection if they want to be present. Once we have this move out inspection completed, we provide this information to the owner, along with the information from the move in inspection, and the owner then decides the charges based on these findings. Upon your move out, the owner decided to sell the home and because of this, our services ended. We passed along your concerns and questions to the owner. Since the lease was with the owner and decisions are made by the owner, we are only facilitators, we are unable to move forward with any refunds on their behalf.  

  Customer Answer

  Date: 03/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21205480
  
  I am rejecting this response because:

  As per my original statement, we were being charged for items that were pre-existing prior to our move in. Those items were documented in either the move in inspection and/or the follow up after we had a chance to inspect the residence which receipt of items was confirmed. Some of the items were also denied to be repaired upon request multiple times.
  
  Upon the move out inspection, we were only provided a nine and half hour window that the inspection would take place. We expressed that we would like to be present and asked for a smaller window or a phone call when the inspector is on the way so that we could meet them there. Bay Property Management Group failed to both respond to our request and allow us to be present. If we were able to be present, the items we are being disputed could have been addressed at the time.
  
  The deposit was issued to Bay Property Management Group and managed by them and in return, the refund amount that was issued was by Bay Property Management Group which holds them liable. Bay Property failed to manage the process fairly and provide to any reasonable request.
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:01/18/2024

  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.

  Bay Property and the associated Property Manager I have been given are as a whole, unresponsive. They do not answer the phone. They do not provide timely service. There is no consistent contact to ensure everything is working or is in a good condition. There was no discussion for increasing the rent and there has been no communication leading up to the rent renewal or notice of vacancy. As a whole, this entire Company is unprofessional and does not meet the standards expected from what they charge.

  

  Business Response

  Date: 02/15/2024

  Im sorry to hear you are unhappy with our services. I do see you recently renewed your lease. A renewal offer was sent to you and you communicated to your property manager who brought your negotiation to the owner. It seems an agreement was made on the rent amount and you decided to sign for a 2 year lease term at the agreed upon rate. If you would like to discuss more specific issues with the Director of Property Management, we can help resolve any outstanding concerns. 

  Customer Answer

  Date: 02/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************
  
  

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved into a rental property managed by Bay Management Group on 1 December 2023 (having signed the contract in October 2023). Unfortunately, the apartment had numerous maintenance, safety, ********************** issues--none of which were addressed prior to our move-in or even by this point despite foreknowledge of these issues on the part of the management company. These issues include:Leaky fridge: This issue was documented summer 2023 by a technician visit due to the leak affecting the apartment below. Despite this prior knowledge, Bay Management Group failed to address the issue, forcing us to twice daily sop up copious amounts of water from the fridge to prevent water infiltration to the apartment below and prevent mold or damage to food. The management company also failed to state that the icemaker is inoperable.Mold in washing machine: The washing machine has considerable mold and has been documented by the management company's technician, posing a health hazard to the family. Virginia's Landlord Tenant handbook stipulates that mold issues must be addressed within 5 business days but Bay Management Group has failed to take any action, demonstrating negligence and disregarding tenant safety and well-being.Faulty dishwasher: The dishwasher is not properly affixed to the countertop and has a broken heating element which has rendered the appliance unusable and further highlights the unlivable conditions of the apartment.Unsafe ceiling fan: Two separate technicians identified loose ceiling fan blades as a safety hazard. Despite this warning, Bay Management Group has delayed addressing this critical issue, putting the family's safety at risk.General incompetence: Bay Management Group has also failed to update the online system to reflect the family's rental payments, replace the air filters caked in dirt/debris at move-in despite their insistence that tenants change these regularly, and failed to provide working hot water in the kitchen sink at move-in.

  

  Business Response

  Date: 01/15/2024

  Good afternoon,
  Firstly, I would like to express my gratitude for providing us with notice of the tenant complaint filed against our property management services.We greatly appreciate the Better Business Bureau's commitment to fostering fair and transparent business practices, and we value the opportunity to address any concerns raised by our tenants.
  Upon receiving notice of the complaint, our team promptly investigated the issues mentioned by the tenant. I would like to inform you that most of the maintenance concerns were diligently addressed in December of 2023.
  After looking for second opinions,per the landlords request, on the refrigerator issue reported by the tenants the first week of December, it was finally determined that the appliance needed to be replaced; the new refrigerator was delivered on: Dec/30/2023. The tenants were compensated $100 for inconveniences pertaining to the icemaker.
  The substance identified by the tenants as mold was determined by the technician to be dirt within the appliance, and this issue was promptly addressed upon scheduling with the tenants. The resolution was successfully achieved by December 21, 2023.
  Other maintenance was also addressed on 12/21/2023:
  Ceiling Fan; fan blades fixed.
  Repair to garbage disposal.
  Air filter replacement.
  Dryer duct cleaning.
  The tenant ledger was updated as soon as the third-party leasing agent hired by the owner confirmed that the first 50% payment was received.
  Our maintenance staff worked diligently to ensure that the property meets the standards of comfort and safety we strive to uphold. However, I acknowledge that the hot water issue in the kitchen has persisted, and I want to assure you that we are actively working to resolve this matter as swiftly as possible.
  At Bay Property Management Group, we pride ourselves on addressing tenant concerns promptly and providing quality service. We genuinely appreciate the feedback received from our tenants, as it allows us to continually improve our services. Please be assured that we are committed to ensuring a positive living experience for all our tenants.
  We value the partnership with the Better Business Bureau and remain dedicated to maintaining the highest standards of property management.
   Please feel free to reach out if you require any further information.
  
  

  Customer Answer

  Date: 02/11/2024

  Greetings and thank you for your assistance with this issue.
  In response to the company's response:
  1) The mold issue was identified by the company's own handyman as shown in the attached screenshot. Even after the company's own handyman reported finding mold in the washing machine (and verbally telling us not to use the machine), the property management company failed to remediate the situation within a reasonable timeframe.
  2) The property management company had 1.5 months prior to our move-in to address all of these known issues and failed to do so. Pictures of the vent ducts and the air filter (identified by their own handyman/inspection) are included as these have been especially pernicious to my wife and infant with asthma.
  
  Additionally, the property management company has stated that they are working diligently to resolve the issue of hot water in the kitchen but this still has not been resolved almost 2.5 months into our residency in this unit. The property manager and the company have completely failed to put the requisite urgency on this issue, leading to building management being unaware of the issue and not working to resolve it. With no hot water in the kitchen sink, we are unable to clean and prepare food with proper hygiene and this situation has persisted entirely too long. There is absolutely no way that 2.5 months without hot water in the kitchen is tolerable or meeting livable conditions as required under Virginia law.

  

  Business Response

  Date: 04/11/2024

  Good morning, according to our records, mold has been remediated at this time. Our contractor went to visit the property on 12/13/23 to provide an estimate. We received owner approval on 12/19/23, and remediation was completed on 12/21/23. Throughout the entire process, your dedicated property manager has kept you updated on each step.With regards to the hot water in your kitchen sink, we sincerely apologize for this, and are effortlessly working with the building management to ensure this get taken care of. Unfortunately, the issue is a building issue, as we had sent one of our own contractors out, but the matter was not resolved. This is why the General Manager of the Brittany *********** is involved. Your property manager has been diligently communicating with building management, trying to find answers and get an idea as to when we can expect this to be resolved. Just as she did with the mold remediation, she is continuing to keep you updated on the process, each time she reaches out and receives updates. Again, we apologize, and know this is frustrating, but please know that we are continuing to follow up with building management.

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am having a dispute with my property management company about our security deposit. I posted a short synopsis of the situation on NextDoor and someone suggested I should try to reach out to the Tenant-Landlord Commission of Arlington to attempt to mediate this disagreement. In short, our property management company garnished $2,980.00 of our $3,300.00 deposit primarily to repaint the entire interior of the home after we fulfilled our 1-year lease. I can provide more information and receipts. We tried to dispute them as we do not feel we should be held responsible for the whole house repainting. They gave $817.00 back but they still have most of our security deposit and are using it for painting. Please see invoices. I do not think these are itemized property and the math does not add up. This house was built in 1948 and has barely been touched since. The representative from Bay Property Management Group noted on his inspection the buckling of the walls. We hired a professional cleaning company, a professional carpet cleaning company, and a professional lawn service to get the house ready for move-out per BPMG. In the move-out instructions, it is specifically noted not to paint or patch any holes in the walls. Please let me know what other information you would like me to provide. 

  

  Business Response

  Date: 10/03/2023

  Upon our initial move out inspection, the homeowner felt that $2800 was a fair amount to charge back to the vacating tenants. The home had been painted entirely prior to their move in on 8/12/22. Another charge was added in the amount of $180 due to replacing the storm door closer that was broken.
  
  After review, charges of $817 should have been charged to the homeowner as this was found not to be tenant damage, rather just cracked and buckling areas on the wall. However, there were still areas of tenant damage, which included heavy scuff marks, what appears to be spilled soda residue, in addition to sticky items attached to the wall leaving residue behind.
  
  At this time, the homeowner has agreed to refund a total amount of $1,485.28. Checks have been split between the 3 residents and have been sent out via US Mail.