ComplaintsforBRG Realty

• Initial Complaint

  08/10/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  I am currently in residence at Miamisburg by the mall, and on Saturday August 10th 2024 I accidentally locked myself out of my apartment. Well when I signed the lease on June 28th my roommate and I decided to pay for emergency around the clock maintenance. So I contacted the emergency number, a gentleman probably returned the call, I explained my situation and at that point he proceeded to tell me that it will be a $50 emergency lockout fee and that he would be at my place in an hour. So let me get this straight, I already pay for emergency maintenance, so $50 was added on top of that, and the response time is 1 hour? How is that even justifiable? So when I first inquired about this property I was told that I was not allowed to view it prior to signing per BRG policy. They also informed us that the property I was interested in was currently under renovation and would not be finished until around the time I moved in. The first day I moved in, the handrail going upstairs comes out of the wall because it was screwed directly into the drywall. There were paint drips, the HVAC unit leaks and this whole time I'm continuing to remain optimistic until now. $1505 a month and I can't even begin to understand how this could be rationalized.

  Business response

  08/16/2024

  *****,

  First, thank you for living at one of our Brg properties. I am sorry that you were locked out recently. Everyone signs a form when they move in that indicates there will be a $50 lockout fee if this situation arises. I have included this in this response. This also is stated in the lease agreement you signed. In the future, you can still call us or you’re happy to call locksmith, but they will probably charge you 2 to 3 times more. Please contact our office and we will be happy to fix anything in  your apartment.  Thanks again for choosing us as your home. 
  

  Sincerely.

  C*** H******

  VP of Operations

• Initial Complaint

  05/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I have been living at **** ********* **** **** **** **** ** ***** for the last two years. I got a lease renewal on 5/17 for $1605/month by saying that I am currently paying $1575/month but I am paying $1515/month after a $60 concession which translates into a $90/month increase. I have reached out to the management but they were saying that it is the market rate for a two bedroom apartment and due to inflation and renovations that they are doing for the buildings such as side, painting, etc. I am already paying a premium for my renovated unit but I should not be paying for property renovations. How is the market rate assessed? Why did the $60 concession get removed from the lease? Why I have to pay for Pest control $5/month when I got no treatmentment in my unit since last two years? Sewer charges are too high and management failed to explain how the bill is getting split for each tenant after server complains Rental office staff is very rude and zero people skills as if they are renting Property management said that I can vacate the apartment if I don't want to pay whatever they charge with two months notice. Now, I don't have enough time to find another apartment and move out with two months notice before my lease expires on 7/31. I am happy to pay a $30/month increase without an overcharged sewer and pest control fee. Please see attached lease renewal letter and billing statement. I request BBB to help on this request on a fair business act. Thank you in advance! ********** ******* ###-###-####

  Business response

  06/07/2024

  In response to your question regarding water / sewer expense.  We use a third party billing company who takes unit reads based on the sub meter that has been installed in your unit on your water line.  The billing is based on your individual usage.  

  Concerning your rent question.  We evaluate throughout the year our standard market rent based on a number of factors.  These factors include such things as property taxes, property insurance, cost of supplies, and overall operational cost.  Your new rate of $1605 is our market rent for your unit.  Each floor plan and amenity is evaluated each year. Per your email, if you would like one additional month to find a new home I will make the concession and allow you the additional time.  The offer or extending your move out until 8-31-2024 at your current rent is an offer I will make until 6-12-2024.  If you would like to take advantage of this please give us notice of your move out for 8-31-2024 by 6-12-2024.  If not, and you wish to stay in your home, the rate will be $1605.  

  Customer response

  06/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  It did not answer all my issues. Yes, property can charge $1605/month with the current $60 concession that I currently have in my lease. Why should I pay for Pest control when I don't have or need such treatment? It should be under their operational cost. Need an explanation how they are protecting cars at this property? How will this property resolve unreasonable/over charged sewer charges?

  
  
  Regards,
  
  ********** *******

  ###-###-####

  Business response

  06/12/2024

  Previously I had given you additional time which your requested which was today, to provide a move out notice, sign a lease, or go month to month.  You will need to make a choice of those three.   

  As far as your water bills, you have the option to reach out to the company doing the billing to check but it appears your usage is in line with last year.  Rates, which we do not control have increased.  

  Customer response

  06/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I am not asking for extra time to move out rather asking the current concession of $60 to continue in the new lease.
  Pest control fees should not be part of lease rather it should be operational cost
  I have reached the utility billing company several times. They said they can not resolve billing issues as they just create bills per landlord instructions. It is definitely not under a fair billing act and over charging to tenants. 
  What about car vandalism on this property? How they are protecting.
  I can sign a new lease but open issues need to be addressed/resolved.
  
  Regards,
  
  ********** *******
  

  Business response

  06/18/2024

  I am sorry you don't agree with our response.  We are not offering you a concession, at this point you have the option to either sign a lease at the offered price or go on a month to month lease which will be at a higher rate. 

  Customer response

  06/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  This business did not address all my concerns (High/Unreasonable Utility Bills, Pest Control fee, Security concerns for residents property). This business always focuses on their benefits and is good at charging residents a fee for everything and rip off. They don't care about residents' concerns except filling their pockets with extra money. They knew that they were doing unlawful business here. That's why they don't want to address all my concerns except increasing rent every year.

  
  I may have to proceed legally if they don't resolve all my issues.

   

  Regards,
  
  ********** *******

  ###-###-####

• Initial Complaint

  01/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  You told manager I wasn’t exactly sure of my move out date and instead of waiting for me to get back to her or reaching out, she went ahead and just put another 30 days on the notice.

  Business response

  01/09/2024

  Hello,

  In regards to this complaint, per your lease you are required to provide at least a 30 notice to vacate.  You did provide that notice and filled out the form for the end of the month.  Our team also did the pre-move out walk to get a status of the apartment home.  We have since leased the unit to another person based on your move out notice paperwork.  

• Initial Complaint

  01/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had originally signed a one year lease with ******** ***** (BRG Realty) in *********, ** in 2022. Shortly after I moved in, I was laid off and became unemployed. I was very candid about my job situation with the property management, all throughout 2023 while continuing my employment search. When my lease was about to expire, I asked for a three-month extension to the lease because I had just had several interested parties request interviews for employment candidacy. Fast forward to me taking a job out of the state, I was told to give 30 days notice since I had received a job offer on quick turnaround terms. I was also told to pay the full amount of my rent for the month I was moving out and I would receive a refund on the over-payment with my security deposit. When my security deposit was returned, it did not also include approximately $300 of rent over-payment. I was told by a financial person at BRG HQ that I didn't give 60 days notice on move out, so them taking my $300 over-payment was 'the nicest thing they could do' instead of the full penalty for early move out. After reviewing this situation with the property manager about what had happened, I discovered that I was never issued a lease extension. They issued me a whole new lease with the same 60-day move-out terms when I already told them I was only asking for an extension due to employment opportunities arising! So, the last thing on my mind while managing and traveling for three interviews at the time was that I needed to give 60 days notice of move-out, AGAIN, after I had already discussed this situation several times with the property manager at ******** *****. This practice seems predatory in nature to me and, in hindsight, turns out that it was the result of them not issuing me a lease extension as I had asked originally.

  Business response

  01/10/2024

  Hello,

  I have reviewed your comments and concerns.  Based on the lease I have attached your lease when ended on 11-25-23, we will refund you rent paid for the last five days.

  I will refund you for the five days at the end of the month from the 26th to the 30th.  The check will be for $178.30.   

  Customer response

  01/10/2024

  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. I appreciate the efforts of all parties to resolve this complaint.
  
  Best regards,
  
  ***** *****
  

• Initial Complaint

  07/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hi, I am living at **** ********* **** **** **** **** ** ***** since July 31st 2022. It looks like the leasing office sent a renewal letter e-mail on March 30th, 2023 to renew my lease from 8/1/2023. The lease renewal letter has the rent increase to $1,515 from $1475 and the offer was valid for 30 days. The original e-mail went to my gmail account spam folder. So, I wasn't aware of it. There was no other communication about this offer. I got another e-mail from the leasing office on May 31, 2023 about my renewal. Upon checking on the website, I found $1360 rent per month for 1000 Sq.Ft which was less than I am paying. I have requested to reduce my rent or keep at the same but the leasing office person said whatever the rent on your offer letter is below the market, it is approved and no negotiation. On July 4th, 2023 I went to my rental online account to see the new lease and I found nothing, then I went to the leasing office. Now, they are saying that rent has increased again now the new renewal is $1575 but not $1515. Management is rude and reckless. They want to increase rents on a daily basis like gold prices. Extremely poor management in the office. Not helpful nor friendly and most certainly never willing to help. Why are lease renewal letters going to e-mails only? Why lease offer letter sent 4 months before lease expires? Why is the lease offer valid for only 30 days? If so, why was the offer valid on May 31st, 2023 but not valid on July 5th? Why does the current resident need to renew the lease before the lease expires? Please see the attached offer letter and e-mail communication. I did not deny the lease renewal at $1515 rather negotiating. I want BRG Realty to look into this matter and resolve this issue ASAP so that I can sign another 12 month lease. Please check the attached supporting documents. Thank you, ********** ******* ###-###-####

  Business response

  07/11/2023

  Our VP of Operations has been in contact with the resident and will be meeting with them this week.

  Customer response

  07/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I met Cass H****** today and came to an agreement.
  
  Regards,
  
  ********** *******
  

• Initial Complaint

  02/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In November I gave notice to BRG apartments in ********* ** that was I was vacating my apartment at **** ******* ***** *** *** ********* ** *****. I was told I had to give 60 days notice, which was 1/3/23. I actually left the apartment in November, and turned the keys in on 1/3/23. I called to follow up on my security deposit was shocked to see that only $15.28 of my $250.00 was refunded. The apartment was left in equally clean and good condition as when I moved it, however, they are placing false charges on me to avoid returning my deposit. I'm sure the BBB is familiar with this type of complaint so my hope is that you can assist with resolving this. They are charging me for items they are legally required to do between tenants. There was no trash left in the apartment yet I'm being charged for it, carpet cleaning, etc. The deposit of $250 should be returned so I have not cashed the check. Can you please help me? The company is not being honest withholding money from me.

  Business response

  02/23/2023

  We refunded an additional $100 to the cover the $75 for carpet and $25 for painting for which the pictures were not as clear.   We have pictures of other damages and cleaning but didn't charge.  

  the remaining charges to the security deposit are for the utilities that are billed in a rears.  

   

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 2, 2022, 5:00pm I noticed my ceiling was leaking in my apartment. I called the emergency maintenance number and spoke with someone. I stated if it the leak did not get any worse, It would be ok if they came out the next day. The maintenance man stated if it got worse he would be out that night on the 2nd. Shortly after I noticed the leak spread to another area. I ended up talking to the maintenance man two more times and asked him to come out. He stated he would be out the next day on the 3rd. I emailed the property manager pictures of the damage. January 3rd I made 8 calls to the BRG apartments office and left voicemails and never got a call back. By 2:00pm I never heard from maintenance or anyone from the office. When I would call the offices, it wouldn't ring, it would go straight to voicemail. I then reached out to Dustin D******* office, the portfolio manager for the property, to try to find someone to contact. Finally at 3:05pm the property manager, Carrie W***, called me from a "No Caller ID" and stated she didn't receive my email, that she had a new one. I resent the pictures. A maintenance man came out, saw the damage, said he didn't have any tools, and stated someone would be out on the 4th to look at light fixtures to check for water and corrosion in the wires, as well as someone would be out to look at the drywall. No one came on the 4th. I made 12 calls on the 4th and again never received any communication back. I emailed Carrie w*** at 3:51pm letting her know I am concerned about the lack of communication and how it is impossible to reach someone regarding this situation. She did reply and stated the leak had been stopped and the ceiling has to be dry before repairs can be made. I replied and explained to her that was not what I was told by maintenance and I still needed the light fixtures checked, per the fire department. I have not heard back from Carrie or maintenance. I have also had other issues that have yet to be resolved.

  Business response

  01/06/2023

  We understand your concern and have had our team out to evaluate the leak.  We also had the electrical fixtures checked today and want to  insure that everything is dried out first.  We will be calling you to schedule a time to bring our drywall team in to make the repairs next week.  

  Customer response

  01/06/2023

  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

  06/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  There’s an additional charge on my account for 487.00 dollars for one weeks rent.I provided the manager with a 30 day written notice.I am responsible for charges for 6/1-6/30 .There was no damage to apartment I do have a move out video also.The patio charges I was never able to use my patio the didn’t open.

• Initial Complaint

  06/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My fiancé and I have recently moved out of an apartment in the ***** ***** community. Our community manager told us that they were giving us the option to skip out on our lease and not have to pay the usual 2 months rent, because they were not allowing us to keep all of our emotional support animals. I have proof that she said this, yet when I went on the resident portal, it showed that we were being charged for one months rent due to breaking the lease. Also, instead of sending us a bill for damages, they went ahead and withdrew the money from our account without our consent. $950 has been taken from our account without my consent, causing us to go into the negative. We called the corporate office, and the manager over the community was not there that day, so we spoke to a manager for another community. She told us that they never just withdraw the money and always just send a bill to the forwarding address, and she was also confused why they were doing this to us. I’ve had nothing but trouble with this company. They told us if we were moved by June 1st (giving us 4 days to move) that we would not have to pay for breaking the lease, and now corporate is saying the manager should not have said that and we should have been told about the fees, however as I said before, I have proof. I want a detailed list of every damage, as well as an explanation for why they’re taking $950 out of my account without my permission. I completely understand that we need to pay for any damages to the apartment. However, that needs to be sent to us as a detailed bill, and we should not be charged for breaking the lease since we were told that we would not be charged.

  Business response

  06/28/2022

  Since you left your apartment at the end of the month without the proper notice which is 30 days, your account was already set up for auto payment and was processed.  You still have a balance of $293.22 on your account which you owe and we would like to know when you will make payment.  You were asked to leave because you had 5 pets in your apartment and did not notify the office. 

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Was contacted on 3/30/22 by the office manager when our lease went into effect on 4/1/22. The apartment manager Hannah attempted to intimidate my wife into not continuing with the lease renewal and to have us move, since I shared a negative review of the ******* ******** complex.

  Business response

  04/23/2022

  *** *******.  Thank you for your note and we will work to improve the relations over your next year of your residents. If in the future you have issues or need to speak with a member of management please feel free to reach out to me directly and we will work through what issues you have moving forward. 

  Customer response

  04/25/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  
  **** *******
  
  

  Customer response

  04/27/2022

  The business response does not provide any new phone number email address or other way to contact the person for further assistance. The response provides no substance and is not useful in any way.

  Business response

  06/15/2022

  Just for clarification if something comes up and you need assistance please reach out to me.

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

  my direct dial phone number is ###-###-####

  Customer response

  06/15/2022

  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,
  
  
  **** *******
  
  

*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. ↩