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:04/09/2025

  Type:Billing 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 Landlord is charging me for a maintenance package that I cannot afford to pay every month due to being disabled on a fixed income. Now they will not get back to me they tell me to email which I did and called and texted. They are refusing my rent online. I believe that I am being treated unfairly.

  

  Business Response

  Date: 04/10/2025

  ********,

  Looking at your account, your account is and has been setup for online payments. You simply have to make payment in full on your account balance. We do not accept partial payments. This is a company wide policy. We also show communications in our system between you and our team members regarding your account. As part of your lease, you are required to pay for the Resident Benefits Package which includes Renters Insurance, Filter Deliveries, and Pest Insurance. This is mandatory in all leases with our company.

  We are very sorry to hear about being on a fixed income, but Bridgestream does not own this property. We manage it for a 3rd party owner. We are required to act in the owner's best interests and regularly increase the rent to market rent conditions. Right now, your unit is renting for the cheapest rent rate in the building and $100 below what the market rent is. Looking at this, we don't see any evidence of you being treated unfairly.

  If you are struggling to make the rent payments, your lease is currently on a Month to Month, and it may be in your best interest to look for an alternative place to live more in line with your budget. 

  
  Bridgestream Property Management

  Customer Answer

  Date: 04/15/2025

  
  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.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:01/27/2025

  Type:Billing 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 paid my rent on time for January 2025 to this property management company. Then I paid rent for February 2025 and I saw some late rent charges totalling $96.41 that I think are completely bogus. They claimed that I was late on the rent but I have proof that I paid before the first due date. The other $870.95 was for February rent.

  

  Business Response

  Date: 01/27/2025

  Hey ******,

  Researching your account, you signed a lease renewal on December 23rd, 2024 that increased your rent from $680 to $770 per month that started January 1st. The rent payment you made to cover January rent was shorted by $90. Because the rent payment was short, the late fee per your lease was charged on the unpaid balance. Everything on your account looks correct. Did you not intend to sign the lease renewal?

   

  Thanks,

  ****

  Customer Answer

  Date: 01/29/2025

  
  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. The only caveat that I have that they should have included the price increase in rent in the first place when I paid the rent in late December. I still plan on going month to month with the new lease until such time that I finally plan on moving out and relocating to another apartment. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:11/08/2024

  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.

  I have been without a working toilet and the only restroom in my house for about a month and the property management refuses to contact me back when I had told them that it is an issue and the last time I had spoke to them, they said that they would get somebody out immediately that has been over a week and I have not had anybody else to fix the issue I have kids in my home and we cannot use the restroom. We are inconveniencing neighbors, and we are running down the street to the store just to use the restroom and it is unsanitary and my home smells like a porta potty and this issue needs fixed immediately.

  

  Business Response

  Date: 11/11/2024

  Dear ******,

  We are very sorry to see this submission. We have tried everything we could to properly address this issue for you. On October 11th, you submitted a work order for a clogged toilet. We assigned this the same day to Swoosh Plumbing. Unfortunately the phone number you gave us when you applied was no longer in use and Swoosh was not able to get ahold of you to schedule. We eventually were able to get your phone number from you and the work was completed on the 15th of October. You then placed another work order on October 23rd and we schedule the work order for the same day. We again pulled the toilet and augered the line. On the 31st, our team again went out and pulled wet wipes out of the toilet. We then replaced the toilet with a brand new toilet. We have responded quickly to each of your requests and scheduled right away with you.

  Sincerely,

  Bridgestream Property Management

  Customer Answer

  Date: 12/16/2024

  Duplicate Complaint Response:
  In response to my previous complaint and the comment that I was given, there were NO wet wipes in the toilet. It wasn’t clogged at all. The Plummer himself told me due to the turns of the pipes the toilet needed a higher pressure flush. Toilets don’t get replaced just over “wet wipes” clogging a pipe. AND the comment that my number wasn’t working is a lie. I’ve had the same number for years and it’s the only number I’ve used. And it is also a lie that the company responses quickly because I have sent numerous emails and texts and calls that have been given NO response. The issue was not resolved quickly as I had to continuously make new work orders for the same issue and take time away from work to take care of the matter. The issue was only resolved once I reached out to the BBB and threatened to get an attorney to solve the matter. Bridgestream is so eager to collect rent but not willing to solve issues or communicate with their tenants.
  

  Consumer’s Desired Resolution:
  Billing Adjustment
  

  
  

• Initial Complaint

  Date:07/29/2024

  Type:Billing 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.

  Our lease was up 6/30/24 at 907 golfview ave, we received the move out list of things we were charged for and we have proof that alot of the things we were charged for is a lie. We have left message at the office and sent emails with no response. We are speaking with our lawyer since no one from the company is responding to our request for an appointment with the office.

  

  Business Response

  Date: 07/29/2024

  Hey ****,

  We are happy to set up a time to meet with you. I'm not sure who or how you have been trying to reach us, but we can schedule some time to review your concerns. Please let me know when you would be available to come into our office so we can look at all the charges together.

   

  Thanks,

  ****

• Initial Complaint

  Date:04/16/2024

  Type:Billing 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 submitted a maintenance request through property weld regarding the garage door not opening. It only opened a couple of inches give or take and wouldn't go any further In order to not cause any damages I pulled the emergency lever to manually lift the garage in order to make it to work and avoid receiving a point. Bridgestream contrancted highfield door sales to repair the door with a scheduled date of 3/5/2024. There was a guy who was sent out on that date. He called to tell me he had arrived. I advised I was at walmart on the way to checkout and would arrive as soon as possible. I was not home to witness any repairs on the door. About five minutes before my arrival he advised the door is now working. Arrived home open the garage and closed it it seemed ok. I never recieved a call, message or letter from bridgestream. On 3/25/2024 I completed and application for pathfinder realty for a house I saw online paid the application fee and reached out to property owner. On 3/26/2024 ***** from pathfinder advised me that I had an outstanding maintenance fee that needed to be paid before approval to contact bridgestream. I called bridgestream and spoke with ***. She advised me fee was added to the account because the contracted reported he only plugged it in so they are sided with him due to tenant negligence.I told her it was bullshit and I wouldn’t make a fake maintenance request. I explained I was stuck and was worried about being late to work and pulled emergency lever to release door. She explained they have to take the word of the contractor amd I had to pay the $119 maintenance fee. The fee was added to my rent as a rent payment. I was unable to pay my rent without the fee. I advised **** the payments have to be seperate these are two different fees and has nothing to do with the other. If an issue arises you cant be misleading and say i still owe for rent I advised I could make the payment on 4/15/2024. After seeking legal advise regarding the matter and instructed to check lees regarding all fees. I reached out to *** explaining how I disagreed with said fees and didn't find anything in my lease that corresponded with the answer she had given me and asked for someone to investigate the problem she never responded. She emailed me saying a late fee was added to my account for unpaid rent. I also received a text from someone for bridgestream stating the same thing. I advised my rent is paid in full and explained I didn't find anything in my lease stating I was responsible for the fees. I never heard back from bridgestream. I emailed *** explaining the garage door was stuck again and I have to submit another maintenance fee. I have puctures and video to support this. Request was sent they contacted highfield door sales again to complete work 4/9/2024. I was leary due to the fact they were using the same contractor who stated no issues last time. I asked her who would the negligence be placed on this time fir repeat issue. Bridgestream or highfield? She never respinded. I received a messgae today 4/16/2024 stating a fee of $169 needs to be paid or I would be given three day notice to vacate premises however no one has contacted me regarding resolving this matter.

  Customer Answer

  Date: 04/16/2024

  Issue has been resolved it was a miscommunication of my property manager and automated texts received from bridgestream 

• Initial Complaint

  Date:02/01/2024

  Type:Product 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 lease with Bridgestream was up on 12/31/23. It's been 30 days and they will not get me any information on the status of my security deposit. I tried calling. I replied to the email with move out instructions with my new address.

  

  Business Response

  Date: 02/01/2024

  ****,

  You never gave us a forwarding address so we mailed the explanation of the security deposit charges and why it was held on January 3rd, 2024. I have attached that letter to this compliant for your review. 

  Customer Answer

  Date: 02/04/2024

  
  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.
  
  Sincerely,
  
  **** **************

• Initial Complaint

  Date:01/02/2024

  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.

  I moved into a rental property 12/28/2023 managed by Bridgestream. This is a multi-family apartment style home. After moving in, I instantly had plumbing issues and breakers that needed switched back on in my fuse box. I contacted my property manager to get these issues corrected because I could not locate the fuse box, when I was informed that to access the fuse box or any of my pipes access, had to go through a separate apartment unit. Since moving in on the 28th I have had someone out three separate days trying to fix my plumbing issues, and most recently yesterday, 1/1/2024, Swoosh Plumbing was here working, and the tenant in the apartment behind me, refuse him, access to continue working on my pipelines. So I have been without a functioning shower and bathroom pretty much since moving in. I have made calls and continue to check into if another unit having access to my fuse box is even legal. Bridgestream continuously tells me they are working to get the issue fixed but no actual answers. I don’t understand how another tenant in the unit can control all of my plumbing lines and fuse box legally. I informed them I will be having someone look into the accessibility of my plumbing and fuse box to see if the accessibility is up to code, since I currently don’t have access to either. None of this was disclosed prior to signing the lease, that someone else would have direct access to underneath my living space.

  

  Business Response

  Date: 01/02/2024

  Thank you for taking my call this afternoon *******. Per our discussion, we have dispatched qualified technicians within 24 hours to complete your work orders. The first technician thought the issue was fixed, but it came back and then we sent a different vendor to complete the work. They tried everything they could to fix the issue at that time but unfortunately the neighbor would not cooperate to allow them to get to the area of the plumbing they needed. This is very common in multifamily buildings and condos when it relates to plumbing. As soon as we learned of these, we immediately started working with the neightbor to gain access and scheduled the plumber to go back out the next day to complete the plumbing repair. 

   

  We are doing everything we possibly can to fix this issue as quickly as possible and we do apologize for what you are going through. It is terrible to be without a working shower and that is why all of our resources have been on this from the beginning to try to resolve it for you. We have also worked with the owner to credit your rent for each day you did not have a working shower. We hope you would see that Bridgestream takes this matter seriously and is not sitting idol. 

  Customer Answer

  Date: 01/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: the work has not been completed yet, and as we spoke about yesterday and in my letter, we have more issues on hand than just the plumbing. When the plumbing is completely fixed and we can come to an agreement on how to proceed with getting the 24/7 accessibility to mechanicals (furnace, water heater, fuse box) by only maintenance (or myself) then will we have a solution. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/03/2024

  *******, we are actively investigating the feasability of your request. Once you understand the options, we will communicate those options to you so we can come to a mutual agreement on the best way to move forward. 

  Customer Answer

  Date: 01/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: the feasibility of the issue isn’t my concern, it’s the legality. Accessibility to the panel box, as well as all mechanicals, should be within that tenants unit, if not, it should be located in a neutral space, unless the landlord lives on site and can provide access 24/7.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/12/2023

  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.

  On 5/24/23 Someone attempted to break into my apartment and the door was badly damaged. I called the police that morning and obtained a report number from the officer. Later that morning at 8:40am I notified the building manager of the incident and followed the instructions to file a maintenance request through the online portal. By noon that same day a maintenance tech arrived I at my apartment and looked at the damage. He did not make short term repairs at all that day or any day after. It has now been more than 2 weeks that my door has been split apart with zero repairs attempted. After repeated calls and requests for status updates through the online portal I was told the maintenance tech that came on 5/24/23 had secured the door temporarily and they were waiting on parts. It is now 6/10/23 and my door is still busted. I have had to move all my valuable items into climate controlled storage due to their delicate nature. The pictures attached are of my door the day of the incident and currently as of 6/10/23 at 12:38pm. If I can't keep my things in the apartment and I have to sleep at a friend's place, then I need to move.

  

  Business Response

  Date: 06/14/2023

  On May 24th at 8:41am, **** submitted a work order and notified us that his apartment had been broken in to. We immediately dispatched a technician who responded within 3 hours. While the technician was there, he assessed the door and ensured that the door would close and properly lock. Because the tenant was uneasy, the technician told him we could add additional security to the door in the form of a Door Guard. The supply houses locally did not have any in stock so it had to be ordered. We informed **** about this before we left. **** called for an update on May 26th and we again informed him that the part was on order and we were given an estimated delivery date of one week. Throughout this time, **** has continued to call our office, scream at our staff and threaten our staff with lawsuits. Once our staff was threatened by **** filing a lawsuit, they were immediately informed to end all communication with **** and inform **** that he would now need to speak directly with our attorney on the matter. 

   

  On June 13th, the part we had ordered still had not arrived so we dispatched Maintenance to install an entire new door to bring resolution to the situation. Ensuring our tenant safety is a top priority at Bridgestream and there was never once a time from when our Technician went out on May 24th up until when we installed a new door on June 13th that the door would not lock and the tenant's property be secured. 

  Customer Answer

  Date: 06/15/2023

  
  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.
  
  Sincerely,
  
  **** **************

• Initial Complaint

  Date:03/07/2023

  Type:Billing 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.

  Bridge stream Properties has been adding charges to my Rent since November 2022. They have not properly notified me of any increases, my notifications are by adding the charges to the online payment portal. Starting in November my Rent was raised on the online portal with no other notification sent to me. On March 1st, 2023, my rent my rent was raised again on the online portal with no notification sent to me for this increase, also there was a $44.00 benefit package added to my rent as well. In the month to month lease it states that it's for Renters Insurance, which I have and have supplied them with a copy. Then, on March 6 I received a text from someone from the rental office who texted me; in which I have asked them not to text my phone to contact me by calling me, but they continue to text. The text stated that if I didn't pay the benefit package fee that my rent would not be accepted. I asked what the benefit package fee was for because the month-to-month contract states it's for renters' assistance, which I have supplied them with a copy of my renter's insurance, she states it's not only for renters' insurance, but the month-to-month contract does not state what it's for another than renters Insurance and she could not specify. I later go to the online portal and see that they have applied my rent to my acct/ but is still showing I owe this benefit package that they have not notified me of or can tell me what it's for in detail. My experience with this company has been horrible and I feel like I'm being retaliated against ever since my request to them to stop texting my cell phone but to call me instead. I have other reasons also to believe that discrimination is a factor as well, but this complaint is soley for the fee that I'm being charged without proper notification and failing to properly inform me as to what it's for.

  

  Business Response

  Date: 03/28/2023

  Hello *********, We apologize for your frustration with your rent increase and implementation of The Resident's Benefit Package. We can certainly empathize with the situation. In reviewing your account, I do see the increases that you are speaking of. As a third-party Property Management Company, we abide by the owner's direction on all rent increases, upgrades to the building, any quotes they are sent, etc.  The rent increases were the direction of the owner. Unfortunately, you are on a Month-to-Month lease which allows the owner to increase rent in the state of Ohio as they choose. I do show that you were notified by email on 9/23/22, 9/24/22, and 10/23/22 and then again on 1/27/23, 1/28/23, 1/29/23 and then finally on 2/20/23 of these renewal offers.  These offers are also located on your portal as a banner on every tab when you log into your account until the lease automatically renews. The Resident's Benefit Package is clearly outlined in an addendum to the lease that you were sent in January and February. It speaks to the different aspects of what is included in the package as well. The Resident Benefit Package is what is required in your lease of you to maintain the property (with some added rewards) in a more practical, cost effective and convenient way. I do see that you uploaded your insurance to the online portal (3/06/23) as one of the requirements of the Benefits Package the day before your complaint was filed with BBB (3/07/23), however, your lease gives direction on where to send the information so that it can be vetted and documented properly. Once your insurance is vetted and shows that it meets our requirements, your Resident Benefit Package cost is then adjusted on your account. You have not seen an adjustment simply because the correct submission was not followed. Once the documentation is submitted correctly, the cost will be adjusted accordingly. You also did not sign your lease. As a protection for you, a lease that is sent and is not signed is automatically renewed and charged on the first day of the renewal month so that you are legally protected against being asked to leave without notice. As of this coming month, if any amount on your ledger is not paid in full, the rent will not be accepted as we will not accept any partial payments from any of our residents unless they are paying in advance. The notifications of account balances, renewal offers, maintenance requests, etc. that are sent are auto generated. You did opt into these notifications when you activated your online portal on 7/03/22.