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:07/12/2025

  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.

  Braden was extremely difficult to work with throughout my tenancy. In particular, our property manager, **** ********, was ineffective and unresponsive. During our tenancy, maintenance concerns went unaddressed and unfixed. Most notably, when we moved in a window was broken in the basement that took six months to replace. My biggest concern is predatory practices at move out. Despite being normal wear and tear, they charged a ten percent surcharge on the mandated cleaning fee because Braden considers cleaning to be damages. The fees at move out are also completely asinine. For example, they charged 24 dollars to replace two light bulbs. This business is predatory towards its clients and future renters should be warned before signing a lease.

  Business Response

  Date: 07/25/2025

  Good afternoon,

  We reached out our former resident in response to his filing with your office. The concerns he expressed to our office were related to two charges reference on his final security deposit disposition. Specifically, an administrative charge of 10% ($35) applied to the professional cleaning of the property, as well as charges he felt were unreasonable for replacing light bulbs ($20) that were burnt out in the unit at the time of his move out.

  In response to his concern that the lease references administrative charges on "damages" that he felt that should not apply to cleaning, we have in good faith initiated a refund for that $35 and plan to adjust the lease language to avoid confusion on this point moving forward.

  With regard to the lightbulbs the primary concern was the price bing higher than the complainant expected. While we understand the resident could have replaced the lightbulbs for a significantly lesser amount, therein lies the reason for including in the lease this item as a resident responsibility. Paying a contractor to handle a simple task comes with minimum billable hours in addition to the light bulbs themselves. It is our hope never to bill a resident for a lightbulb, but when we must in order to deliver the property to the next tenant in move-in ready condition we must.

  We hope that our good faith effort to hear out these concerns and make an effort to make adjustments where possible are recognized. We wish our former all the best in their next home.

  Customer Answer

  Date: 07/25/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ****** ********
  
  
  
  

• Initial Complaint

  Date:10/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  . I moved into a ***-managed property on October 12, 2024, under the expectation that specific repairs would be completed before my move-in. Unfortunately, despite assurances, these issues remain unresolved, and additional problems have arisen.1.Entryway Damage: I was informed the entryway overhang would be repaired before my move-in, but no work was done, despite a misleading report stating a work order was completed on October 11, 2024.2.Master Bathroom Damage: The master bathroom had visible damage that was also supposed to be fixed. This remains unaddressed.3.Upstairs Bathroom Sink: The upstairs sink is missing a spout, causing water to spray towards an electrical outlet, which is both a safety hazard and an inconvenience.4.Broken Sliding Door: The sliding doors broken wheels prevent it from closing properly, compromising the propertys **************** Sealing: Per the lease, I am responsible for keeping the property bug-free, but the house is not properly sealed, allowing insects to enter through numerous open joints.I have made multiple attempts to resolve these issues, resulting in only two maintenance visits for the same problem without a solution. After 12 days, I am still without a fully functional second bathroom, which I am paying for. This experience raises concerns about **** integrity and commitment to tenant satisfaction. I have contacted the City of *************** and initiated a formal complaint, and I am reaching out to the ***************************************************************. I fulfilled my tenant responsibilities, including timely payment of my deposit and rent. I expect *** to show the same level of commitment and resolve these issues without further delay.I moved to *************** seeking a peaceful living experience. Instead, I have encountered unaddressed maintenance problems and misleading practices from BPM, which is unacceptable.

  Business Response

  Date: 10/23/2024

  Mr. ********,

  Thank you for reaching out regarding your perspective on the speed and efficiency of our responses to your repeated maintenance requests. **** policy is to not share specific details of a tenancy in a public forum out of respect for the privacy of the tenant and the owner of the property subject to our management.

  In general, extreme weather events like snowfall, excessive rainfall or flooding, or heat waves can become significant factors affecting the timeliness of maintenance concerns. These types of events tend to create a significant volume of maintenance requests which must be triaged and slowly reduced without the benefit of surge staffing. Certain maintenance requests require multiple trips regardless of how motivated the management company or maintenance company is to solve the tenants complaint, especially where specialty parts are required to be ordered from OEM manufacturers or parts depots without local brick-and-mortar locations. 

  BPM always encourages its property managers to communicate with a propertys dispatched maintenance team to ensure accurate information is being conveyed to a resident, but it is difficult to ensure that there are never mistakes in communication. In those circumstances, *** does its best to mitigate any damage caused by a mistaken understanding on the part of the company, the maintenance company, or the tenant. In virtually all cases, these types of events are resolved without arising to the level of a dispute, a formal complaint, or a series of formal complaints. Direct communicationsmade in good faithare the best tool managers, tenants, and maintenance workers have in pursuing satisfactory resolution of all maintenance requests, especially those arising from extreme weather events. 

  Thanks,
  Braden Property Management

  Customer Answer

  Date: 11/04/2024

  Better Business Bureau:
  
  
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Is it possible to reopen complaint ******** or will I need a new complaint since it has closed. The company started completing the projects and has stopped. I have had. 2' x 1" whole in my wall for the past week and a half. This morning I woke up to my service animal crying out in distress and panic. She fell into the exposed whole in the wall and was trapped in the inner wall of the house. To this point I've heard nothing from them and instead received a threatening letter from a lawyer. So now I would like to publish my experience and can provide any evidence required. I am no longing seeking anything in return and would just like to have this documented on the company's BBB profile.
  
  
  
  Regards,
  
  
  
  ******* ********