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:11/09/2023

  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 rent the property mentioned above thru Progress Residential.. it has been twice that they have penalized me for receiving a notification from the hoa stating my front lawn needs maintenance which is a lie the front and back of my house I well maintained.. the houses around me are not and yet I dont see those houses ever doing anything to clean up I need them to stop giving false violations and be responsible for the fees I incurred with progress residential somewhere along the line between these two companies they are trying to take advantage of the tenants

  

  Business Response

  Date: 11/09/2023

  The referenced property owner received a warning letter regarding landscaping weeds on the property, which is a violation in the planned community. No fines were issued, or monetary penalty applied to any account, so the complaint is not applicable, nor is the desired resolution as no financial exchange has occurred from our managed client to the alleged victim.

  Please let the individual know that the fines or monetary penalties they received are from their landlord, not our client.

  Customer Answer

  Date: 11/09/2023

  the leading company has agreed to remove the charge my issue is that this is twice that you all have sent a warning to progress residential when no violation has been committed .. my lawn is always seedless .. yet I see my side neighbors and my front yard neighbors with plenty of weeds all the time next time you all want to send a warning please be sure it is the right property so I dont waste my time fighting the charge progress puts on my account 

• Initial Complaint

  Date:12/09/2022

  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.

  Heywood Management keeps violating our HOA Governing Documents and ******* Law. I sent email after email to ************/Heywood and he was untruthful with me. I contacted an attorney for advice and told ***** that if he didnt send out Nomination forms for our HOA Elections in a timely manner this year I would *** him and Heywood. They only gave us 8 days prior notice of our annual meeting and by ** Law they must provide at least 10 days prior notice. Along with the notice, they sent the Election Ballot with the 2 printed names of the previous ***** of ********* on it when they didnt allow enough time for anyone that received a Nomination Form (Several of us never received the form) to be completed & submitted. They do this on a regular basis. Now ***** is stating he will not respond to any of my emails upon advice from his attorney. I submitted a request to be sent a letter from his so-called attorney and never received one. They are such an unhanded and corrupt business and break ** Law on a regular basis. I want everyone warned about this shady company before hiring them for anything.

  

  Business Response

  Date: 12/12/2022

  The official notice of the meeting (with specific information for those who desired to be a candidate and to have their names placed on the ballot) was mailed via **** to all owners of record on December 17, 2021.  The meeting was held on February 2, 2022.

  
  The ballot had the printed names of those who requested to run as a candidate.  It also included a blank space for any write-in candidates, providing an additional opportunity for candidates to run for the board, who did not respond to the request from the communication of December 17, 2021.

• Initial Complaint

  Date:12/01/2022

  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 bought unit 16 at a complex run by Heywood on June 14. An inspection revealed damage to the carport (shared with unit 15) My realtor tried to contact the HOA about who would be responsible for the repairs & they were non communicative with me and the sellers. The sellers were surprised to learn about the damage as their unit had been uninhibited and most of the damage was on 15 side. Someone in unit 15 said they saw a guest of 16 cause the damage and the HOA put full responsibility on the sellers. The sellers didn't agree that it was their fault but were eager to close the deal and negotiated a lower price. In July I got a violation notice about the carport and that I was responsible for the cost of the $5,500 repairs. When I refuted it, they kept saying that the seller knew about the violation during the time of the sale and because I closed with the violation, I agreed to take on full responsibility. Nowhere was it written or said that the negotiation of price meant I took on that responsibility. I have been going back and forth with them and their attorney for months, to no avail. I have asked several times for proof, other than hearsay, that the sellers of unit 15 were responsible for the damage and nothing. I have asked repeatedly what exactly the violation is and nothing. My violation specifically says the ceiling, yet the estimate of work given to the sellers by the HOA, described the work order as the roof being removed, the posts fixed, and the existing roof put back on? Why is nothing being done to the roof if that's what's in violation? According to A.R.S 33-1803, violation notices must give a clear description of the violation as well as the first and last name of the person who reported it and are not to impose any enforcement of compliance, including fees, until those requirements have been met. A $50 fee was charged for Nov. I contested it, asked for a full refund and they once again punted me to their attorney instead of actually communicating.

  

  Business Response

  Date: 12/06/2022

  We can't provide much information on this complaint other than it is in the hands of legal counsel for the Association.  Should anyone want to inquire further, they can communicate with ****** ******* ** *** *** **** ** ******* *** ****** in Mesa, AZ.

  However, in reading through the complainant's documents, it shows that there was a significant discount on the purchase price from the seller so they could get the deal closed prior to the repair of the damaged carport.  The reduction in price was to offset the cost for the repairs of the carport.  So, the complainant received compensation in the form of a significant discounted price for the unit due to the anticipated carport repair (the discount was much more than the actual cost to repair the carport) but is now pitching a fit because the bill has now come due.  Where's the fairness in that....?

  Customer Answer

  Date: 12/07/2022

  I reject this business’ response, as it continues to side step the situation. I have contacted Austin Barillo several times, asking specific questions & have gotten no additional details. They have provided no substantial evidence proving the sellers caused the damage.
  As for the “significantly discounted” price, it was 6.5% off the original offer.  It is typical for buyers to negotiate 5-20% in a real estate transaction, especially in a market that is cooling down. In June, it was no longer a sellers market. With interest rates rising, many people could no longer afford to buy. My private lender was able to put in an all cash offer. That and the unresolved issue  of the carport gave my realtor leverage. I assume their agent advised them to offer a discount as it was unlikely to receive another pre-qualified offer for as much. 
  The discount was not cash in my pocket, it only lowered my monthly mortgage by just under $100 a month. With inflation & gas prices, that doesn’t amount to much.  
  Finally, If by “hissy fit”, they mean showing indignation and standing up for myself, then yes, you better believe I threw a “hissy fit.” In establishments, a system of checks and balances is needed to prevent abuse of power. This system is not in place when it comes to HOA and their associated management companies, making it very difficult for homeowners to prevail when treated unjustly. What is fair about that? 
  
  

  

  Business Response

  Date: 12/08/2022

  The complainant's analysis of the situation is flawed.  Unless resolved to the Association's satisfaction, as outlined in previous communications, this issue will continue to work its way through the legal system and will be adjudicated by a court of competent jurisdiction.

  Customer Answer

  Date: 12/14/2022

  They claim that my analysis of the situation is flawed, but have they provided any visual proof in the form of pictures, emails, or documents to support this claim? I would argue that their analysis is flawed, and have provided several documents, to support that claim. I look forward to when this case will be adjudicated by a court of competent jurisdiction. When that happens, I'll finally have a chance to be heard by non biased individuals, who will actually listen to another side of the story and actually look at and make sense of the documents I have provided, as well as the timeline of events. I am confident that any competent individual will be able to see that this situation is not as cut and dry, and transparent, as this business is making it out to be. 

• Initial Complaint

  Date:11/11/2022

  Type:Customer Service 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 am actually on the *** Board, and I have been requesting documents regarding bills, payments, meeting minutes, and just general questions. I'm concerned because the community filed an insurance claim in March 2020, and we were supposed to get a check from the insurance. I could not find anywhere in the bank records that this check was received. I asked for a copy of the canceled check. I'm concerned that the check was not deposited into the *** Bank Account. I realize that they have a certain number of days to respond to request(s), and I have also said that I will pay for any copies. They will not respond to my requests, nor they do and never provide documentation. They have also sent letters to each homeowner within our community, ************** Townhomes, stating that: "We have a Board member who has breached the confidentiality of Board information to people outside of our Board and community. This is not professional and violates the duty of confidentiality and duty of loyalty as a Board member." Also stated: "She is not following our community rules herself and has threatened to remove common area landscaping because she doesnt like it. She informed us by email on 10/27/22 that she has hired the company she works for to remove plants on common area. That is simply not allowed in an ***, especially from a Board member." Yes, I sent the email, because the community landscaper sent me an email stating he has not done my yard in over 7 months, yet I am paying my dues, to get my yard maintained. Did I say I would have it done myself, yes. Did I actually do it? No. Heywood Management has changed our community rules, without meeting and votes. They update and change as they see fit. After going through our violations log, we have some homeowners who get several courtesy letters and others who get $25 for first offense and others who get $100 charges. We have documentation no fine schedule even existed, yet they bill us. They hire unlicensed contractors.

  

  Business Response

  Date: 11/17/2022

  The insurance claim check was deposited into the Association's checking account in May 2020.

   

  The content of the communication distributed to the owners from the Association is a matter that will need to be addressed directly with them as we, as their managing agent, did not author the letter.

   

  The community rules were reviewed and approved by the board of directors earlier in 2022. The original fine schedule adopted many years previously continues to be utilized with these rules.

   

  All other content in the complaint appears to simply be commentary and doesn't specifically ask questions.

   

  Tell us why here...

• Initial Complaint

  Date:07/13/2022

  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.

  June 26th, I started to hear scratching and squeaking sounds in the master BR above the window in the wall. I rent a condo, landlord is wonderful. Been living here over 12 years. ****/Heywood Management HOA is responsible for handling any issues in the walls, roofs, chimneys, and outside areas, not the landlord. I have contacted **** Heywood so many times to ask him to send out a roofer and he refuses. He wants me to wait weeks. Heywood sent out an exterminator to put one (1) spring trap in the attic. The attic shows no p*** trail or evidence of rats being in the attic. outside of each condo are rat traps because there are rat issues here in this condo community. The exterminator has no clue what it is. *****, Heywood Mgmt advised me today he thinks it's a rat. I went over there so they can listen to the recordings on the phone but he didn't want to hear it. It's hard to hear it on a computer, but on the phone, it's very clear. **** is lax about this and does not want to investigate this further. I have been woken up now 17 days each morning between the hours of 5:00am-7:30am. I work two jobs and I don't even get up that early. One job I work from home and can sleep in until even 8am if I wanted to. Sometimes I finish work at midnite and have to be woken up from this constant scratching and squeaking. I cannot be at my peace in my own home. My landlord has even sent Heywood Mgmt emails to address this and it's as if I am talking to a wall. Exterminator said nothing more can be done by him. Clearly they are not in the attic, if they were, there would be evidence of p*** and there is none. I would love to attach the recordings with this complaint, but it appears you don't accept these type of files. Maybe I can email them to you.

  

  Business Response

  Date: 07/18/2022

  When this issue was reported by the complainant, a work order was created and sent to a licensed pest control provider in a timely manner.  The pest control provider is working through the issues and has investigated the property and has yet to find any signs of rodents at or near the complainant's residence.

  The complainant has been combative, demanding, and demeaning to those trying to help resolve the situation.  The pest control provider will continue to use their professional expertise to eradicate any pests, if they are located.  However, they have not had success in dong so thus far and have not been able to substantiate if there is a rodent issue.

   

  Customer Answer

  Date: 07/18/2022

  The reason why I do not accept this response is because Heywood Management is not doing all they can do to look at any and all access points in this condo, which includes the chimney, other areas of the roof. **** Heywood has been very non-complaint with me. He actually is extremely difficult to work with and I have had to go to one of the board members to get him to look elsewhere. I have ********************************** whatever it is that is in the walls waking me as early as 5:00am.  I have advised **** so many times and the board member that this one person from the exterminating company came out twice. The first time he set ONE (1) trap with food in the attic, no other traps anywhere.  ****, who is the one who came out from the pest company advised me on both occasions the following statement:   "the wall where the noises are coming from, which is the master bedroom, is blocked off. There is just so much area I can see in the attic because they have a wall blocking the area for the master bedroom. There is no way I can walk to that side of the condo because it is blocked off".