Bridge Property Management, L.C.

On various occasions *** *** would come into the leasing office and demand we take money off his rent, waive late fees, and update his apartment because he thinks it is oldHe would constantly talk down to all my women employeesOn February8,my leasing consultant went outside to place
notices on all the vehicles that were parked in future parking*** was out their speaking to someone and my leasing consultant confronted him and asked that he please move his carHe replied that he would when my housekeeper moves her truckShe informed him that she was parked there because she was moving large itemsThe only time my staff parks in these spaces are when we are loading or unloadingThe president of my company has advised us that if residents are parked there during business hours that we need to have them towedAs a courtesy, we will leave a note on the window asking them not to park thereI have asked *** countless times that he cannot park there and he refused to abide by these rulesHe finally came into the office after it took him minutes to move his truckI finally confronted him on how he treas my staffI told him that I would not allow him to talk down to us anymore and that we would be more than happy to assist him, we just ask that he respects my staff and the rules that are set in placeIn this complaint he states that Monterra refuses to make this a safe environment to liveMonterra cannot guarantee anyone's safetyHowever, we take measurements to deter crime in our communityAs he states Albuquerque leads the nation for auto theft and vandalismMonterra is a part of the crime free housing and we work closely with APD to try and prevent these things from happeningIt is close to impossible to insure that break-ins will never happen hereWe advise residents not to leave valuables in their cars*** has never been to one of our meetingsHe drives a Chevy Truck which is the number vehicle thieves break intoWe also have building captains in every building as our eyes and ears for when we are not hereWe have courtesy patrol from 7pm-7am every nightWe are not able to be gated because we have a public city road that runs through our communityAs far as maintenance requests*** states that it takes weeks for service requests to be repairedMonterra completed an average of service requests a monthThey get completed in the order they are received unless we have emergency requests, we are waiting on a part, or do not have permission to enterIf the request is needing such as a contractor such as repairing a balcony, we are required to get estimates and submit them to corporate for approval*** had his balcony repaired and we put in the systemHe did not think we fixed it because he never saw us- we repair it from the unit above that is the reason why he did not see any one*** will be responsible for his written day notice, all residents are rent responsible through the end of the day notice even if the keys are handed in prior to the vacating date*** put in his notice to vacate on February 9,This would make him responsible until March 8,We take pride in the level of customer service we offer all of our clients, and feel free to contact with any questionsThank you

This situation has been resolved,It was in fact quoted the amount on the online system is the exact amount our staff quotedThe property has given this resident a call to let her know the resolution to this issue.Due to bad communication on our part, we do take full responsibilityWe have agreed
to give this resident (*** ***) what she has requestedThe amount she has given us will be all that is needed to be paid.Thank you

The resident ledger has been adjusted and the property manager is in contact with Ms*** and National Credit Systems. The balance was inaccurately reported, and will be working with National Credit Systems to see how the balance can be un-reported to the credit bureaus. Thank you

As we have previously stated- we are unable to make any further accommodations to this case. Per fair housing laws, we require all residents to give a 60 day notice- or in this case a 30 day notice. Any days beyond that- the resident will be responsible for. We apologize for any miscommunication- but we are not able to change what is in the lease agreement.

The move out statement for this resident is accurate. We have pictures as well seeing that the unit needed a fresh coat of paint and cleaning. Per Fair Housing laws- we do have to charge the correct and accurate amount no matter who the resident may be. Also- per move out statement (that is attached) Resident may reach out to the on site staff for payment arrangements.Thank you.

This situation has been resolved.On the website for this property, it does clearly read that some units are undergoing renovations and that prices may increase from $50-$100 based on renovations selected. The apartment this potential resident has selected was on notice and would not be available for...

the date this potential resident was wanting and the system generated a move in date of June 30th. We have agreed to refund the $100 dollars back as requested and we have the check being cut and expedited. Thank you.

Complaint: [redacted]
I am rejecting this response because:So first...

you didn't own the property now I have a zero balance? No I have a credit due I want the contract and every amount paid you will see I billed a higher rate for the first 3 months of my lease and then the lower rate after I complained several times so the amount  I over payed should be credited back 
Sincerely,
[redacted]

This situation has been resolved,The work orders for this situatin were submitted on 06/13/16- and we began working on them on 06/14/16. We will be completing all that was requsted and the returning of the $769.00 will not be necessary. This resident has also been put on the list for pest control...

and we will fulfill that next week on the scheduled date.Thank you.

After more digging we did find the ledger and there is not a credit that is due back to you- and it is at a zero balance. If you'd like to see this ledger you may email our regional manager at ja[redacted]@bridgepm.com Thank you.

The previous manager approved Ms. [redacted] transfer to a Pre-Bridge unit once a unit became available and that was notated in her file (confirmed by Pinnacle). It was explained to her that Bridge offered two types of renovations and the unit she received was considered a fully renovated unit but it was not what she wanted. Management tried to rectify the situation with Ms. [redacted] and she became rude, combative, shouting profanity and threatening to the staff and management at Stratford Ridge. Maintenance made several attempts to make the repairs to Ms. [redacted] hot water tank. We called as requested by resident before entry and the number was disconnected or not in service.

To whom it may concern,
I have discussed the issue at hand with the property
manager. He advised that even though Ms. [redacted] had an open Bankruptcy at the
time of applying for an apartment, according to the property staff she was told
she could apply, but did not promise approval. Per Fair...

Housing Laws they may
not advise one person over all other applicants if they will be approved or
not. Anyone who applies will be processed through TransUnion. She was declined,
when she provided the discharge paperwork for her bankruptcy she was declined
again. When I spoke to Germaine he advised that he did not tell her she would
be approved with the discharge paperwork either, as he cannot advise of
something like that. I reached out to Marci the Portfolio Manager and requested
that we refund her application fee. Marci has approved this, and Germaine has
requested that once the check is cut to have it sent overnight. We attempted to
reach out to Ms. [redacted] to discuss the problems and to advise of her refund but
she was not available.  As far as the
inquiry on her credit report, she may contact TransUnion who can advise on how
to have that removed.
I have attached the decline notification from TransUnion for
reference. If you have any questions or concerns please contact me.
Thank you,
Amanda D[redacted]
Administrative Assistant / Bridge Property Management
###-###-####
[redacted]@bridgepm.com

Complaint: [redacted]
I am rejecting this response because: in the response the company is stating that they reached out to me. I have not had any contact with a company representative. I feel that much more than a generic "We will do better" response is warranted, given my experiences and loss of work caused by the onsite management.
Sincerely,
[redacted]

We are unable to meet this desired settlement. Unfortunately per lease agreement, we cannot accept payments after the 25th for the current month without the next months rent amount as well. We have taken the steps to explain this to the current tenant and apologize that we may not accept the payment...

at this time,unless it follows the lease agreement policy.

[redacted], came in saying he was on the phone with Equifax and Oak Tree Villas was on his credit. He came in first then his roommate came in and he was on the phone with TransUnion. I was confused highly, then [redacted] got off the phone and gave me the run down about what was going on. Once I got...

the full story we both were in agreement that this happen with SMP, and he in fact was never late. This was an issue of money being posted after rent was due. They went and spoke with Cecil, after speaking with me. I pulled their ledger to show Mr. [redacted] that his payments for June, July, and August were all posted at the time of payment.  He needed a letter stating that he was on time. Reese, was able to provide him with a letter of explanation for the payment history. Mr. [redacted] and his roommate left satisfied. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

This desired settlement has been met with a few communicated compromises. We have apologized deeply for any miscommunication in our offices. We are working to make sure the miscommunication does not happen again in the future. We have decided to honor the one month free rent- and have communicated...

the new rental prices. We have also given resident a break down of any other monthly fees as well so there is not any confusion. This resident has agreed to all offers and plans to move in on 3/31/17.

This deposit check requested was originally sent out in a timely manner, from our records it looks like the check had not yet been cashed. In most cases this can either be because of an error in address, or being lost in the mail. We have gone ahead and cancelled this check and reissued a new one...

that has been sent directly to the property. Former tenant has been notified about the check- and will be able to pick up the deposit check as soon as it arrives at the property.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. The property manager is lying. The only reason I submitted the application in the first place was because he told me I'd be approved. The only reason I let them run it again is because he told me he can override the denial. It doesn't make since for me to run an app knowing I'd decline and I communicated that on the front end when I first met him. The only communication regarding this claim I received from the company was an email dated March 16th at 1:41pm from Rachel B[redacted] regarding the refund. I will accept the check. Hi [redacted]!I am Rachel B[redacted] from the corporate office. We have been working out a resolution for your refund for the application fee. I apologize deeply for any inconvenience any of this may have caused you.We are going to refund you a check for $50.00 for your application fee. I will have that sent out so you should be able to pick that up from the property by next week. Please let me know if there is anything else I can help you with.Thanks so much. Rachel B[redacted]Customer Service Representative5295 South Commerce Drive, Suite 175Murray, UT 84107                           Direct: ###-###-####Email:      [redacted]@bridgepm.comWebsite:   www.bridgepm.comTheir response to the Revdex.com stated that they will overnight it, however I'm not comfortable with them knowing my address. I would prefer to pick it up from the office once I receive communication notifying me it is available.
Sincerely,
[redacted]

We have been very diligent in rectifying Ms. [redacted] issues as we received them.  Her first work order was placed on July 11th 2017 stating her a/c was not working at all.  Upon the arrival of maintenance to unit 3624G they discovered that Ms. [redacted]’s a/c was in fact working and cool but...

she stated it wasn’t getting cool enough. Our maintenance tech then completed a thorough check of the ducts in the attic as well as the condenser unit. After the completion of the work order Ms. [redacted] came it to the office stating that her problem had not be resolved. In turn the maintenance supervisor went to Ms. [redacted] unit to complete a check of the air temperature coming from each vent in the unit : Bedroom Vent 57 degreesLiving room Vent 56 degrees Kitchen Vent 58 degrees Return Vent 65 degrees The apartment at this time was set to 60 degrees and the condenser pressure at 70 degrees. Our maintenance Supervisor suggested that the resident try and close some of the vents in the living room and kitchen while in the bedrooms to force the air to push more into the bedrooms. Shortly after the completion of the initial work order on July 11th 2017 Ms. [redacted] placed another work order on July 21st 2017 siting the same issue. Immediately we went to Ms. [redacted] apartment and preformed a temperature read in her bedrooms, the readings were as follows: Master bedroom 60 degrees   Guest bedroom 52 degrees As a final gesture today (Friday, July 28th) the maintenance manager and manager went to Ms. [redacted] unit to perform a final temperature read of her unit to insure that her a/c was still working properly and upon arrival to her unit we inspected the outside unit and noticed that unit was not on,  we also attempted to enter the apartment but no one was home. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
 I have gone been dealing with this for nearly 2 years, it really seems like all the other agents I have spoke with have not even tried to help, how ever the manager that assisted my husband yesterday did help. He states she was emphatic and did what she could to help. Her name was Amanda, and it feels like out of the whole business she was the only one who went out of her way to help. Which was yesterday evening after the complaint was made. Please forward our gratitude to her. 
Sincerely,
[redacted]