ComplaintsforBrandywine Homes Georgia, LLC

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into the home in July 2024. Since moving into the home there has been issue after issue with this property which was not presented in the advertisement for the home. It was advertised to have central **, garage, fenced yard, etc. My complaint is about the ** not working. In the middle of the summer the ** has gone out 3 times already in less than a month. The first time, they "fixed" it I had to leave right after for a week on a work trip. When I came back I realized my house is super hot and the ** is broken. I submit a work order on the website and call in to the call center on Friday. I'm told someone will be out there that day from a 3rd party company and to call them to get an ETA. I call the company and they tell me they can't come until Saturday. Then Saturday comes around I call for an ETA and they say between 2-3, needless to say they never came. I tried to reach them again that day around 5 and they just ignored my calls and texts. I then get a text from them on Sunday saying they would be there in ***** minutes, they arrived 4 hours later. They "fixed" the ** to work for another couple days and here we are with a broken ** again. I put in the work order and email to be told they would dispatch the same company and someone will be in touch with me but I can reach out to them also. I call this ** company and leave a VM because now they just don't answer my calls. At this point, brandywine has committed the illegal sales tactic of bait and switch. The listed this property for rent showing it had certain features which is what made me want to go with the property and once the lease was signed, none of those features are actually working ie **, smart home feature, hot water in the kitchen and other issues. Now because I have brought these issues for the attention of several people in the company I feel like I am being retaliated against and the issues are not being addressed in a timely manner. A home, in the summer with no ** and 100 degrees = unsafe.

  Business response

  08/22/2024

  Thanks for raising your concern about the **** in your home with us.  We've reviewed your work order history and found that there were 3 separate and unrelated issues with the unit as of the time of your submission and a 4th since then.  Since this is definitely not common, we reviewed the history of your **** system including prior to your move in and found that there were no **** work orders placed for the prior 2 years.  In reviewing your specific history, we see that all work orders except one were handled promptly.  For the one that was not, we believe we could have done better and will most definitely try in the future. As of today, we have confirmed that your **** has been repaired and is working correctly.  Nevertheless, please expect a call from our VP of National Property Operations to further discuss the situation.  
  

   

  
  

• Initial Complaint

  07/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This agency either completely lies about their information, or does not use a reliable credit score check website. For example, I have a credit Karma account which consistently tracks my ************ Equifax, and Experian credit scores. My lowest score out of all of them is a 628 but this organization reported my score and accurately as a 615. This clearly indicates that either they are lying just to collect application fees, or are using an inaccurate, credit reporting website. This website deserves to be banned, does not deserve to own property that leases to individuals, and is exactly whats wrong with the ************************. I want this company completely banned because they are taking advantage of individuals that are trying to climb the social economical ladder.

  Business response

  08/02/2024

  We have looked into this.  Please contact the leasing agent you were working with again to review the facts of your application.  Given what you are stating, we think that there may have been a misunderstanding about your application as different criteria applies to the different types of applications, e.g., financially responsible party vs. guarantor.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into a Brandywine home on April 19 2024. It is now June 24 2024 and I have not had constant A/C since I have moved in. I have put in over 5 different work orders trying to resolve this issue and instead of fixing it Brandywine homes makes it work again for a couple of day then its out once again. The temperatures inside my home is the same as outside which is over 90 degrees. When I call to see whats going on they say someone is on it or that they will let maintenance know. The ** is now leaking vast amounts of water into the yard which has raised my water bill to over *************************************** along about when it will be fixed.

  Business response

  07/02/2024

  Dear Resident,

  Unfortunately, there were multiple issues wrong with the **** system and, after attempts to repair the system, it became obvious that replacement of major equipment was needed which required permitting.  It also appears that at all times one of the two **** systems in your home was operational.  Nevertheless we understand that this was an inconvenience.  Your Property Manager will be in touch to discuss the situation further.  We want you to be comfortable and happy in your Brandywine home.  Hopefully, there are no further maintenance issues in your home, but if there are, we hope to meet/exceed your expectations.

  Brandywine Homes ***
  
  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been going back and forth with Brandywines Homes *** for an entire year, regarding an incorrect balance on my account that they have REFUSED to Correctly investigate and or resolve. I have talked to ******************* ************************* and Senior Property Manager *****************************. I have tried countless times to resolve this concern by sending emails ,calling and yet has still going unresolved. I had recently paid my rent for ******* only to be sent an email stating my funds will be returned till I pay a BOGUS amount of incorrect charges, and that they will be filing eviction next month. BRANDYWINES HOMES *** company is beyond negligent in their bookkeeping and from my experience fail to accept accountability of their companies faulty system, and in return they would rather their faithful on time rent paying tenants suffer. This situation has caused me so much MENTAL ANGUISH, that at this point I want to be done with this lease, and this company. THE DECISION TO RENT FROM THIS COMPANY HAS BEEN THE WORSE DECISION I HAVE EVER MADE IN MY LIFE AND I TOTALLY REGRET IT. I would warn any future tenants what they are truly in for in dealing with such a fraud negligent company and it's Property Managers. They also Upon leaving from one place Mark up prices on property maintenance that it's like 3 or 4 times the amount you would pay in a store if brought yourself , that you want get your deposits back. I have received my refund deposit check back only to be penalized for again their mistake and has become the tenants responsibility to fix their Mishaps. BRANDYWINES HOME *** IS NOT ACCOUNTABLE , WILL TAKE YOUR FUNDS AND MIS APPLY IT, NOT RESPOND TO EMAILS NOR CALL TENANTS TO RESOLVE , BUT SEND THREATENING EVICTION NOTICE AND DEMAND STATEMENTS THAT TENANTS DO NOT DESERVE. THEY THRIVE ON MENTALLY HURTING THEIR TENANTS. SPEAKING FROM A TRUE HORRIBLE EXPERIENCE.

  Business response

  01/24/2024

  We're sorry you felt you needed to resort to filing a BBB claim about this matter.  We researched this matter previously and did so again upon hearing from you through the BBB.  We have documentation of a conversation you had with ***************************** on July 12, 2023 where he explained in detail how you came to have a balance on your account.  Our understanding then, which continues, is that you made a payment for "move in funds to an account associated with the Brandywine Homes' home you had lived in previously, instead of the new one you were moving into.  We returned the funds that you paid to the wrong account to you leaving a balance on the home you moved into.  It's as simple as that. You intended to pay the money, but sent it to the wrong account.  We gave it back, but you never paid the money on the right account.  We have a ledger on each home to show you that this is the case.  As to your other concerns about overcharging on maintenance, etc., we are unsure of what specifically you are referring to, but we stand by our vendors and our pricing.  For small matters, under $100, Brandywine Homes would very much like our residents to take the initiative and make the repair.  In fact, the lease requires this.  As to your allegations of fraud, mistakes, faulty systems,  we take issue with all of that and believe that our ledgers are entirely correct and our statements here are the actual facts.  We certainly recognize that we aren't always in the right, but in this case we have done our research and believe that the above is an accurate statement. If you'd like to speak with someone more senior than **************, please let us know and we will have a team member contact you to review this situation with you, again.  You may email us with this request at *******@brandywinehomesusa.  Thanks for reaching out and giving us the opportunity to research this again and reply.
  
  

  Customer response

  01/25/2024

   
  Complaint: 21157547
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business response

  02/01/2024

  We would be happy to review this with you one more time, but after several reviews we continue to see a things differently than you.  Please call the ******* office or reach out to ********* and he will pull in a Supervisor to review the matter with you.

  Customer response

  02/02/2024

   
  Complaint: 21157547
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October the doors in the ****************** locks were faulty. We were locked out of our bedroom at 11pm as the doorknob did not turn. The only thing we did was leave the bathroom and close the door behind us, as well as leave the bedroom and close the door behind us. I attempted to troubleshoot, but these doors do not have screws on the outside nor were you able to access the middle to slide the lever to the side. I am disabled and have medical treatments I need to do at a scheduled time, my only option was to force myself into the room. Upon getting into the room, the bathroom door was locked as well which caused me to repeat the same method. We had issues with other locks in this house upon moving in that were resolved, but this has never been an issue until it became an issue. In the same maintence request I added that the garage doorknob keeps falling off. I submitted a maintenance request to have the garage doorknob secured and to have the 2 doors repaired/replaced. 10/27/23 maintenance came and he witnessed as the door was wide open, it was locked - confirming the lock defect. He took measurements of both doors as well as photos because Brandywine needed them. Once he left he said he sent everything to Brandywine and has to wait for approval to purchase supplies for repair. We never heard from maintenance again for a few weeks. During this month gap we were never contacted or advised this repair will result in a charge - let alone a $600 charge. We were also never advised this request is being deemed our fault after clearly pointing out the locks were defective in the initial maintenance request. I contacted ****** and ****** 11/28 to advise of no repair and the following day I was contacted by maintence 11/29. They arrived same day, smelling drunk and arguing with each other as they replaced the doors. They had different styled doors that did not fit. They left to go to ********** to resize the doors, then they replaced them. The bedroom door does not fit still and you have to push the door extremely hard to get it to close. The doors are not painted or sealed either. Dec 1 I see a $600 charge on our account and message ******. She responds saying this repair is being deemed tenant fault because we did not email/call her when this happened. She then said we didnt contact the emergency maintenance line or call a locksmith. I responded and advised her that we were never advised we could communicate with her after hours for assistance and we had also never been advised about the emergency maintenance line as the lease just says after hour call center, and does not specify maintenance. (Then when I spoke to ****** he said this wouldnt have even been a maintenance emergency so why did she even say that?) I also advised her we were never informed Brandywine offers locksmith services. Not receiving information has been a standard during our time with Brandywine as we didnt even receive our lease renewal, we had to ask for it. We didnt get our inspection papers, had to ask, etc. I advised ****** of this and asked her who is the next person we can escalate this matter to on Dec 5 and ****** never emailed me back. I then emailed ****** Dec 7th to schedule a phone call which was held on Dec 8. During this call ****** did not express any understanding. He spoke about having multiple children & how he fixes stuff himself & has more knowledge that many people may not have. I expressed to him why werent we told this would result in a charge back in October? That wouldve allowed us to cancel the request and replace it ourselves for a fraction of the cost. He made an excuse saying they had no information, but they did because maintence provided it 10/27. He then said theres no record of us repeadily having issues with the locks on the doors for it to be free, which is confusing. I dont see in our lease that there needs to be a record of repeated issues. Weve had other maintence requests completed with no charge that were first time occurrences. I told him we can return the $600 doors and do it ourselves for cheaper definitely. I requested the receipt and he said he will get it and call me back either that evening same day or the next day Friday Dec 9. It is Dec 18th and I have not heard back from ***** nor ******. This could have been prevented in several ways and Im so disappointed how carelessly this is being handled. This should not be faulted on us tenants and if so, we will need ****** to provide the receipt in order to return the doors to ********** to repair this in the most affordable way possible.

  Business response

  12/26/2023

  We have chosen to attempt to work through this with the resident off line as we thought it best to discuss our respective views in this manner.  We hope that this has been resolved now.  If that's not the case, we ask that the resident email us at ********************************************************* for escalation.  We value all of our residents and hope that when things are not as expected that we have the opportunity to explain, correct the situation or take other action that makes sense to all under the circumstances.  We know that's not always possible, but it is what we strive for.

• Initial Complaint

  11/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In the beginning of October I had filed a maintenance request about the deck. Its a safety hazard and its at the point where it could fall through at any moment. *** called them atleast three times and this is the third time that I have had to submit a maintence request. When I have called they keep saying that they are getting it figured out and someone will contact me. They never contact me and all they have done is put caution tape around the deck. I want there to be taken money or the deck to be fixed. Im only staying one more month and then I am ending the lease. They can atleast take off some money because this would be the second month where *** paid **** a month for something I havent had access to.

  Business response

  11/12/2023

  Dear Resident,

  I sincerely apologize for the lack of follow through on the deck repair. Thank you for staying off the deck and for continuing to get our attention on this matter.  This has now been escalated.  Please expect a call about next steps to repair the deck tomorrow, Monday, Nov. 13.  You may reach out to ********************************************************* if you have any further questions.  This is the email that is received by Compliance and our senior property management team in *******.

  Brandywine Homes *** Compliance Team

  Customer response

  11/13/2023

   
  Complaint: 20860588
  
  I am rejecting this response because:
  You could atleast take off money for the rent for the last month. I havent had the deck now for a month and a half. I have been very patient with this company and yall have been saying its going to be fixed and it hasnt. I cant take yalls word if you cant follow through on the third time that Ive asked. 
  Sincerely,
  
  ***********************

  Business response

  12/01/2023

  Since the resident rebutted our reply, she has been in communication with our Director of National Property Operations and he has informed me that the issues have been resolved to the satisfaction of the resident.  If that is not the case, resident should send an escalation email to ****************************************************************.  All senior staff read these emails daily.  We sincerely hope this matter has been resolved and apologize for any inconveniences along the way.  

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting for almost two months for my pool to be cleaned at the property that I rent from Brandywine. I still do not have any resolution to this issue and have spoke with 4 separate people all who keep telling me they are looking into it.

  Business response

  11/11/2023

  We hear you loud and clear and escalated when we saw this yesterday.  We are reviewing the situation and will fix the pool and adjust your ledger.  We would not charge you for something you are unable to use under the circumstances you present. Sincere apologies for the delay here, but we are on it!

• Initial Complaint

  10/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There are animals in the attic caused by a hole in the roof which has already been inspected by the company on OCT 3rd but no actions have been take. By the company to fix this issue. There is constant noise above our heads and a smell of a rotting dead animal throughout the entire house. The hole in the roof if solely the responsibility of the owner as we are renters and we do not have responsibility to fix a developing roof issue that has existed before we even moved in. This issue needs to be resolved immediately or I will take legal action. I have a 9 month old child and my father is an attorney. This is issue needs to be resolved immediately. I have called many times and no one can advise me as to why no one has come out fix this problem yet.

  Business response

  11/06/2023

  Dear Valued Resident,

  We apologize for the time it took to make the repairs to your roof.  Now that this is done and all entry points should be closed off, we can proceed to evaluate what if any animals may be in the attic.  We understand from a communication you had with a team member earlier today that you haven't heard any noises since the roof openings were sealed.  Still, we are sending a pest control vendor to see what is in your attic and address it. Thanks for your patience with us.  We appreciate you and will work harder to assure we meet your expectations for promptly addressing important matters with the house.

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented a property from Brandywine homes and I put down a $1995.00 deposit. I have been out of property since 09/04/2023 I spoke with a property manager about return of deposit and he said it was in the mail this was the 25th of September. It is now the 11th of October and still no deposit. Under ******* law I was already suppose to receive my deposit. So I call and they tell me again its in the mail today I received a email saying the check was cut but they hold onto it until they feel there is no additional adjustments. I never received ant correspondences that I was being charged money. Under ******* law they are required to notify me which they did not. A ******************************** is the one telling me thru email. He has never spoke to me by phone. My rights as a tenant have been denied. Brandywine decided that cheaply painted cabinets are my responsibility. The paint peals off they even painted the tile in the bathroom guess what it pealed off. So my complaint is that they are withholding my money without due process and not following the laws that govern the ****************. Brandywine has management that believes they are above the law and it is not appropriate. I want my full deposit returned.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The leasing company known as Brandywine homes has completely neglected the terms of our lease.My home has leaks, that havent been corrected. The house was broken in to and the leasing company has refused to fix the door which poses a safety hazard.The door has been left not secured for Months. Even still I have made my rental payments on time.The next issue is the ac that was out for The entire summer last summer and still not Working properly now. *** had to hire outside people to help With the door And ac issue.The company has offered to give a rent concession but they have stipulations on the concession. I advised Brandywine homes that I was not home and they still proceeded to Send thugs to my home Posing as maintenance men to retrieve the temporary portables they allowed me to use to cool the home. These thugs stood in front of My home smoking what appeared to be a cigar and repeatedly banged on the door. I feel like they werent sent in hopes to intimidate me.The home has structural damage that allows squirrels in the home and theyve neglected that as well. I resigned a lease in hopes that things would get better and it hasnt.I want out of the lease and funds for The repairs I made to Their home if they will not Hold up Their end of the bargain. My light bill has increased $150 a month from the use of the portable units. I also want compensation regarding that They dont respond to emails and rarely does what they say

  Business response

  11/06/2023

  *********************. Complaint 20631970

   

  We hesitated to reply initially since we wanted to demonstrate that we were being responsive, but at this late date we are still waiting on the resident to respond to us in a timely and appropriate manner.  In 2022, we replaced two ** units in the resident's house.  Since then she has continued to complain that the ** is not cooling.  We have attempted multiple times to have different vendors assess the situation but the resident will not make herself available even after committing to a time.  So, all we will say at this time is that we believe that the attic may  need insulation to keep the top floor cool and we woudl like to schedule a vendor to assess this;  And, we believe the ceiling needs to be repaired from ** leaks that appear to be caused by an overflowing drip pan, among other things.  All other work orders were handled and none were emergency or structural or dangerous in nature.  We are prepared to have vendors engage with the resident if allowed by the resident.  But we unable to have vendors sit and wait for the resident.  In addition, resident has portable ** units of ours which we would like back.  In attempting to reclaim our property, resident found our employees - who are well groomed and wearing company apparel not to her liking and refused them access.

*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. ↩