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:01/03/2025

  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.

  I moved in a home rented by this company last year November 2023, since renting this property I had multiple maintenance issues. Myself and family were without heat for a month in the middle of an ice storm. the refrigerator went out 2 different time spoiling are food the garage door did not properly work / lock so anyone was able to just lift it up. I told all of these issues and many more (over 10 maintenance request ) to ***** the acting manager because of this I worried a lot when moving out if me receiving my deposit was going to be an issue I was so worried about this issue that I reached out to her boss **** expressing my concerns although very short with me he stated that they have fair housing assessments when moving something of that nature. Any who I have now moved out and out of 3350 deposit I only received About 900 back. I have since filed a complaint but have not heard anything as of yet. I did not expect to get my full deposit because of the back yard although I tried the grass died on me. I was charged 900 for carpet cleaning the carpet was not new when I moved in and was cleaned before I moved out so I dont understand that. I was also charged over $300 for debris removal when the only thing left on accident was a bbq grill and my forks and spoons! Oh and I was charged for cleaning of the fork and spoons drawer. I feel that these changers are outrageous and over inflated when I reached out to ***** and her boss she just gave me a complaint form while **** did not bother to respond.

  

  Business Response

  Date: 02/03/2025

  Dear *******,
  
  Thank you for bringing your concerns to our attention. We always strive to remain as fair as possible navigating the relationship between our Residents and the Owners of the properties we manage. 
  
  We did some research and found quite a lot of communication between you and the property manager after moving out. She requested you initiate our formal dispute resolution process by submitting filling out a form and details regarding your deposit dispute, rather than a blanket request. The form she recevied was blank, so there was perhaps a technological error or otherwise, but she did respond requesting additional information. We do not see a response was provided by you on until this complaint here. 
  
  Looking at your move out photos (attached), we can see the home was quite dirty and hadn't been cleaned in a long time.
  It also appears you or your guests were parking and driving vehicles on the lawn which is a violation of your lease agreement because of the damage it causes. 
  
  Reviewing the invoices, you were billed for Tenant Responsible items at the cost that was charged to the Owner. That being said, it does appear the $844 + Tax is a bit high and we have reached out to the vendor for additional details. 
  
  We will provide an updated response as soon as we hear back. 
  
  Thank you,
  Brink Property Management

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22764740
  
  I am rejecting this response because:
  The form that I was told that needed to be filled out was refilled out once she sent me the notification that it was not completed correctly.  Maybe ***** did not take the time to re-look at it, but that form was recent out. Also, in your complaint it says that I left at home dirty. The only thing that you showed a picture of was a washing machine that has rust on it in the inside.. I do not consider that to be dirty. Why dont you show the rest of the photos of the house? Why dont you show the living rooms? Why dont you show the bedrooms? Why dont you show the hallways? Why dont you show the bathrooms because everything else in that house was left in span and you guys charging me for cleaning up the home is crazy when there is nothing wrong with it.  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 02/14/2025

  Dear *******,

  BBB does limit the number and size of photos I am able to add. The rim around the laundry was not rust, but buildup of gunk. I have attached some additional examples of dirty areas in the home, though there are more. 

  Based on the evidence I see in the Move Out Condition Report, it is indisputable that the home needed to be cleaned. However, as my previous message noted - the bill does seem high upon further investigation, and we appreciate you bringing this matter to our attention. 

  We spoke with the 3rd party cleaner who agreed to reduce the charges by $241. Further, the Owner of the home you leased will contribute an additional $300 in Good Faith, bringing the total refund to $541. 

  If accepted, we will send a check and consider this matter closed. 

  We thank you again for bringing these matters to our attention for closer review. 

  Sincerely,

  Brink Property Management

   

  Customer Answer

  Date: 02/15/2025

   
  Complaint: 22764740
  
  I am rejecting this response because:
  
  
  although I appreciate the effort to resolve this matter, and I, too, would like to bring it to a fair conclusion. I do not believe that an additional $500 refund is reasonable given that I paid a security deposit of over $3,000. While I acknowledge the owners decision to add $300 in good faith, I still find the deductions to be excessive and not reflective of actual costs.
  
  
  I am requesting a detailed itemized statement and copies of invoices or receipts for all charges deducted from my deposit, including:
  1. Yard/Grass Maintenance A breakdown of the services performed and their costs.
  2. Cleaning Service A full list of services provided and corresponding charges.
  3. Trash Removal A list of items removed, including any costs associated with disposing of specific items.
  
  
  In particular, I find it difficult to understand how trash removal alone could justify a $300 charge, especially since some of the items left in the home when I moved in were not mine. Additionally, I recognize that the barbecue grill needed to be removed, but I believe the associated costs have been significantly overestimated.
  
  
  I also want to emphasize that in my 22 years of renting, I have never had an issue receiving my full deposit back. My rental history is clean, with no evictions, damages, or violations. Furthermore, I placed over ***** maintenance requests during my tenancy, all for pre-existing issues that required owner intervention, including going without heat for over a month. Given this history, I cannot help but feel that these charges may be retaliatory in nature.
  
  
  I kindly ask for a fair reassessment of the deductions and a revised deposit refund amount that more accurately reflects reasonable and justifiable expenses. Please provide the requested documentation at your earliest convenience.
  
  
  Thank you for your time, and I look forward to your response.
  
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 02/26/2025

  Dear *******,

  The costs incurred to turn the property back to Rent-Ready Condition, fair wear and tear excepted, were passed through to you under our best faith judgement and per WA RLTA. 

  The details you are requesting were provided to you at the time of deposit accounting but are included here again. 

  To answer your question directly: "Trash Removal Alone" was not $300 nor was it noted on your disposition statement as such. However, Blinds Repair/Slat Replacement, Drip Pan Replacement, and Debris Removal (including a pile of garbage, clearing out the cabinets, and removing a BBQ) came to $281.25 after tax. This is detailed on the invoices provided. 

  You also had $137.95 in unpaid utilities balances.

  Unfortunately, these are charges that the tenant is responsible for and are considered reasonable fair market prices from 3rd party licensed, bonded, and insured vendors. 

  You have received $957.13 in refund.

  The owner has agreed to contribute an additional $300 to settle your dispute. The 3rd party cleaner has agreed to reduce their bill by $241. Brink Property Management will agree to waive our only compensation in this entire exchange of $100. This brings your total additional refund to $641 and your total refund to $1598.13. Unfortunately, there is no additional concession we are able to provide in this matter. 

  If approved, we will go ahead and process the refund check as full and final settlement in this matter. 

  Thank you,

  Brink Property Management

  Customer Answer

  Date: 02/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me but I want to be done with this situation and this company so I will accept this offer in order to preserve my mental health and move on from this situation. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From the Brink Property Management website:"Ensuring that your rental property is well-maintained is key to keeping your tenants happy, minimizing turnovers, and maximizing property value.. Our team coordinates and communicates with tenants, you, and vendors throughout the maintenance process to ensure that your property is protected and well-maintained."1. Brink Property Management lied to us about having the gutters replaced on our rental house they've managed for over 25 years. 2. We live out-of-state, and one of their employees repeatedly, over a period of years, dissembled and covered this up, a delay that likely caused more damage. Their management was informed of this, but took no action.3. During this same time, we paid Brink thousands of dollars in management fees expecting competent management in this regard. This is extensively documented by emails spanning a five-year period.A company with strong business ethics would admit they dropped the ball and do what is necessary to make things right for such a long-term customer.

  

  Business Response

  Date: 02/21/2024

  Dear ****,

  We would like to reiterate our sincere apologies for any stress caused by one of our employees. 

  We continue to be in daily communication with you directly on this matter but will confirm here again: We intend to cover any additional cost associated with your gutter replacement that has been caused by slow action. 

  Your previously approved work, which included rotten fascia and gutters, was about $3800 in property maintenance. You will receive fascia and gutters for the original quoted and approved amounts and Brink will cover any cost difference. 

  However, as we have stated, to work on the fascia requires work on the roof which is, and has been, past its useful life. As we have been unsuccessful in getting approval for a new roof, we will install the new fascia and re-apply the old, failed shingles where needed. 

  This also doesn't address any of the long list of failed RRIO inspection items, which we have been unsuccessful in receiving funds from you in order to progress. These are items related to general obsolescence for things such as external handrails, powerline installations, etc., and are not Brink's responsibility.

  We look forward to continue communicating with you directly as we resolve this matter. 

  Sincerely,

  Brink Property Management

  Customer Answer

  Date: 02/24/2024

   
  Complaint: 21311697
  
  I am rejecting this response because it is untrue, and reflects this firm's continued lack of veracity.

  They deflect from the gutter repair issue by stating, "This also doesn't address any of the long list of failed RRIO inspection items, which we have been unsuccessful in receiving funds from you in order to progress."  This is an incorrect statement.  As the attached statement from Brink itself shows, we have over $7300 that has been deposited with them since November 2023 for repairs that they have yet to complete.  Either they don't know this money is there or dissemble, either is unacceptable.

  They also do not address the fact that they were paid their full management fee from 2019 to 2023 for services they said they performed, but did not.

  Sincerely,
  
  CAPT D. C ****************** (***.)

  

  Business Response

  Date: 03/08/2024

  Dear *****************,

  We once again would like to confirm that we are doing everything in our power to make things right regarding the gutters. We have already agreed that we will cover the cost of repairs for any additional damage that occurred during this mishap.

  There is a lot going on at your property. 

  The gutter replacement started but could not be completed due to severely rotten facia as a result of a failing roof. 

  We met several different contractors on site who all cite the same issue: The roof is about 20 years past its useful life. It has been patched as many times as possible and continues to leak - not from the gutters - but from the center and ridgelines. We have submitted several estimates for replacement and have not obtained approval. We are having difficulty finding a contractor willing to install new facia given the status of the roof. We have found one who will do so and will go ahead but maintain our stance that this is a waisted expenditure until the roof is taken care of. We will try to tarp the entire roof for now.

  The funds you deposited were received. Based on our records and approval logs, this is for the approved estimate to address a powerline on your roof which requires a City inspection. The inspection was ordered promptly via the electrical contractor but unfortunately, ******* said that it would be 8-12 weeks before they can get out. There is nothing we could do to expedite this further, but luckily earlier this week, the City did give the go-ahead to continue work. 

  Other items on the **** list include mainly functional obsolesce of this 1924 home:

  1. Repair the top step of the stairs from the street to the yard which has been pushed up by the adjacent tree so that the step is much higher and the next tread is narrow which creates a significant trip hazard.
  2. Replace the section of guardrail along the side of the walkway at the top of the stair from the public sidewalk that has come loose.
  3. Install infill in the guardrails for the front porch and stairs so that openings are no wider than 4'
  4. Install a graspable handrail on the stair from the street to the yard and the front porch stairs.
  5. Install graspable handrail on the basement stairs.
  6. Install blank plugs in the unused openings in the electrical panel cover.
  7. Screen openings in fascia and soffit to prevent pest entry.

  These conditions have always existed on this property though the City is now requiring, per ****, that these items need be addressed. Estimates have been sent and are pending approval. 

  We encourage you to continue communicating with us directly so we can resolve these issues in a more expedited fashion. 

  We are and continue to manage your property in good faith and will cover the expense of additional damage incurred as a result of the gutter replacement issues. 

  Thank you,

  Brink Property Management

   

   

   

  Customer Answer

  Date: 03/24/2024

  Dear ***,

  Brink Property Management continues to deflect from the main issue in that they failed to replace our gutters, and misled us that they did, over a period of 4 years never failing to charge us full management fees for managing not done. 

  Even the deflecting statements suggesting they have not had money to perform needed repairs is incorrect.  They have had more than $7000 of our money in their account for about 5 months (please attached Brink February 2024 statement).

  I propose the following: 1) Brink assume the increased cost of the gutter project in 2024 compared with the 2019 cost; 2) They reimburse half of the management fees we paid to them from 2019 to 2023 for services they advertise on their website that were not performed.  See quote below:

  "... promptly addresses any maintenance issues that arise, ensuring your property remains in top condition."

  Thank you.

  Sincerely,

  D. C. and *******************

   

  

  Business Response

  Date: 04/11/2024

  We have already agreed to cover the cost difference from the original quoted amount for gutter repair in several messages below.

  We have already paid for this work and it is in progress - including increased scope as their roof is over ********************************************************************************* (this is why it was not done in the first place and we have not been able to obtain approval for a proper installation). 

  We have also gone above-and-beyond by paying for landscaping at their property as the City required and the owners would not approve any expenses. This is in effort to move forward with electrical work and permitting required by the City. 

  We have shown willingness and responsiveness to work on this issue with the client. We are requesting BBB close this so we can communicate directly. 

  We request BBB does not publish this as there are several messages with private information, phone numbers, tenant names, vendor contacts, etc. 

  Thank you,

   

  Customer Answer

  Date: 04/27/2024

  I am not satisfied with this business's response.

• Initial Complaint

  Date:03/30/2023

  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 have been renting the property leased by brink property management. If I am late they do not accept payment on line and then make me drive an hour to there physical location. Then when I arrive they are closed or unavailable. I have to beg to pay them and it is starting to compile and cost additional fees. I currently don't know how to even pay them. I've had to take work days off just to pay them.

  

  Business Response

  Date: 04/03/2023

  Dear *****,

  Paying rent on time is important as it is our legal obligation to the property owners to enforce the terms of the lease agreement. If you are more than 7 days late, we begin eviction proceedings, at which point, certified funds are required for us to legally accept and cancel the process. We are open Monday - Friday, 9a-5p but it is still important to communicate with your property manager with your plans so we can ensure our office staff is aware and expecting you. There are times that they are out to lunch or some other appointments so your communication can save you wasted time.
  

  Certified Funds (cashiers check or money order) does require a physical check, unfortunately. However, the alternative is to use an Electronic Cash Deposit slip instead of dropping off the check. Fees from 3rd part providers at CVS or 7/11 do apply with this route. 
  

  Please contact your property manager directly for arrangements. 
  

  Thank you,

  Brink Property Management

• Initial Complaint

  Date:12/12/2022

  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.

  My husband and I rented an apartment from Brink Property Management. We moved in on 10/29/22 after we paid $4500 security deposit plus $2250 first month rent. On 10/31/22 the washer broke while I was doing laundry the first day after moving in. I put in a service request on 10//31/22 for the broken washer. They came back and said that the first appointment available is 11/15/22. On 11/15/20 a technician from Apex Appliance showed up to repair our washer. He told us the drain pump is broken and somebody is going to contact us the next day. On 11/17/22 I sent them an email to ask if they have any update when the washer is going to be fixed and if we are going to get credit for the inconvenience about not having a washer. They replied on 11/22/22 and told us that they ordered the part, but there don't know when the part is going to be available. Also told us that they are looking into getting us some type of compensation for the inconvenience. On 11/21 I sent them another email asking to get $250 credit for the fact that the law RCW 59.18.070 Landlord-Failure to perform duties states that the landlord should fix the washer within 10 days. Since nobody replied to my email to let me know that they are okay or not okay with the $250 credit I sent them another email the next week to tell them that since they did not reply to my email, I assume that they are okay with the $250 credit for next month rent. Again, nobody said anything. I paid the rent minus the $250 on 12/01/22. On 12/05/22 I got an email asking me to pay the balance of $250. I replied and reminded them that my washer is still not fixed, and I asked for the $250 credit. Again, I did not receive anything back. Today I went to the website to check if they have any updates about the washer repair status and I saw that I have a late fee of $225 for not paying the $250 without any warning or any other email about the late fee or the credit we asked for. There is no communication with them and we need help pleas.

  

  Business Response

  Date: 12/15/2022

  Dear *******,

  Thank you for reaching out and I apologize sincerely that you were driven to this forum. 
  

  I have reviewed this work order and found the following, just to make sure all information is accurate:

  1. Your work order was submitted on 10/31/2022 @ 2:38pm
  2. Your work order was sent to the vendor for scheduling at 2:39pm the same day
  3. By 2:56pm, this was on schedule for 11/15/2022.
  4. The repair recommendation was then submitted to us, forwarded to the owner of the rental property for approval, and subsequently ordered. 
  5. To my understanding, the maintenance issue is now resolved. 
  

  Vendors these days, particularly in a specialized industry such as Appliances, have been quite backed up given staffing shortages coupled with parts/supply chain delays making appliance repair quite frustrating. 
  
  While we did everything we can to get the issue resolved, I find your request reasonable and we are waiting for a response from the property owner. 

  The lack of response to you from our team is inexcusable and for that I humbly apologize this was your experience. We will be addressing this internally. 

  While it should not happen again for future requests, please feel free to reach out directly at ************************************* if you feel you need another set of eyes on something.

  Late fees are posted automatically and we of course will make sure this is resolved. We will follow-up directly with ongoing updates on this situation. 

  Sincerely,
  Brink Property Management

   

  Customer Answer

  Date: 12/17/2022

   
  Complaint: 18564312
  
  I am rejecting this response because:

  
  Indeed, this so far has been a very frustrating and stressful experience for us.
  
  The information your provided is accurate steps 1-4. Step 5 is not accurate. Our washer is not fixed as of today.

  
  Apex Appliance sent us an email on December 13th with an appointment for Monday January 9th 2023 3-5pm. Please see attached the email with the appointment information. Is going to be almost another month without a washer. Not to mention that we are going to be without a washer for the holidays!
  We hope that you will find reasonable to have another $250 credit for one more month without a washer.
  
  Thank you,
  *******

  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 12/21/2022

  Hello,

   

  This is to inform you that this resolution is completed. Thank you for helping us resolve this issue.

   

  Best Regards,

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