ComplaintsforTrestle Management Group

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 25th 2022, we were notified by our rental company we were out of code for a parking violation via our ***/Trestle Management group. Our property manager provided us with a picture of the alleged violation. Problem is, the picture provided does not even depict any of our the picture of our residence or any of our vehicles. Now I am having to jump through hoops with my rental firm to prove this is not regarding any of my vehicles. So far I have had to email rental company back and forth 4 times providing pictures to prove my innocence. If I fail to provide proof I will most certainly receive the standard $75 fine for an incident having nothing to do with me or my family. I feel this is harassment. The *** should be held accountable for making sure they have the proper offender before issuing notices of fines. It is not my job to prove my innocence to the ***. This is unlawful and quite frankly harassment and I feel Trestle *** is pulling unlawful targeting business practices. I can provide further information if needed. Could you please look into this for me.Sincerely,*************************

  

  Business response

  08/03/2022

  A member of our team spoke to this unregistered tenant back on the morning of 7/28/22. He was frustrated and continuously cut us off when trying to provide him answers. We advised that neither his rental management company, nor the legal Owner of record, has submitted an updated ************************************* form. Tenant advised he would get ahold of his rental management company and have them update the information; we recommended that he have them provide his vehicle information and email address. We further explained that the ***** of ********* hires third party parking patrol vendors, not management, and they are simply doing what they are contracted for. If a violation is issued for a vehicle that is not theirs, they can simply call/email our office and let us know and provide us with the make/model/license plate of their vehicles so we can put them in our file and notify the parking patrol of their vehicles. We have requested the parking patrol company to run the plates so we can confirm the vehicle is not registered to the address. The results will take several days depending on MVD response and the violation has been put on hold in the meantime.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved here to this address about a year ago and trestle management group is the property management company that oversees our HOA. The house immediately behind me had previously burned down months before I moved in and coincidentally our whole neighborhood road system falls under fire lane codes. There is a sign posted at our gate and it is a rule in which I was informed was very important. The problem existing for me is that trestle management apparently refuses to be proactive in keeping our neighborhood safe. Every single day the same cars from the same houses are parked on the street which puts everyone in danger. I will be contacting the fire ******** next, but in my research I have found many complaints online relating to this companys negligence and refusal to act appropriately in their capacity as a property management company. My feeling is that fines are not being assessed for the repeat offending of parking on the street and my feeling is that trestle is not documenting the issue properly.

  

  Business response

  06/17/2022

  Vehicles parked on the street are addressed when witnessed by management or written complaints are received, per State Statute.Complainant has been provided this information by our staff on multiple occassions and still refuses to send written complaints so management addresses non-vendor vehicles parked on street when on-site, 2xs per month per our management agreement with the association. Additionally, complainant is not the owner of record and technically all issues or concerns should be reported by the owner as they are the members of the association. It also appears that this complaint through the BBB is in retaliation for a front yard maintenance violation that was sent as part of our community wide inspection as the complaint through the BBB was filed that day after our office sent the violation. 

  Customer response

  06/17/2022

  the business reaction letter was just that, reactionary. Nothing in their response was a valid response to the written complaint. The business does not need resident interventions in relation to the valid fire lane issue and they have refused to accept responsibility. This would be the third instance I have reported the issue and their response is to belittle people (apparently me) but I am the homeowner and they refuse to address the parking situation in this neighborhood in a professional and safe manner. 

• Initial Complaint

  06/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a member of Four Seasons ************ In which Trestle is the Management Company.I have been te receiving Violation Notices and subsequent fines for an issue which is NOT shown In The CC&Rs I have advised them repeatedly to no avail. They also show disrespect by allowing selective enforcements of violations of the Community documents continually I have lived here since inception of this HOA and they refuse to abide by the LiTERAL translation of the governing documents which Trestle goes along with these violations Trestle has badly served this HOA

  

  Business response

  06/20/2022

  Trestle Management Group serves as the management company for Four Seasons ************ ******************************************* *************** is governed by its ***** of ********** who makes decisions for the Association.  Trestle denies all of the allegations made by the homeowner and affirmatively states that both the ***** of ********* of the Association and Trestle Management Group have properly followed the Associations governing documents, have not engaged in any selective enforcement, and have treated all homeowners fairly.  

  Customer response

  06/20/2022

  I reject the their reply to you.  First they have NEVER contacted me.  2nd They are no trees required as noted in their violationl notices that they sent me nor are they anywhere in the Czc&Rs  you should ask them to submit a copy of the section that requires a tree in the front 3)  The board had consistently refused to reply to any of my certified letters 

  4) The fine policy was never signed by the 3 members of the board nor was it ever entered 

  by a resolution., so in fact it does not exist.  Ask to see a signed copy of the fine resolution 

   

   

   

   

   

  

  Business response

  06/20/2022

  Members of our team have been in contact with this homeowner countless times over the last several years regarding her numerous concerns and complaints. As alluded to in our previous response, her issues are with the association and not Trestle Management Group and the BBB should treat this complaint accordingly. 

• Initial Complaint

  04/25/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  TRESTLE MANAGEMENT GROUP CAN BE HELD RESPONSIBLE FOR WASTING OUR WATER AT PROPERTIES ACCROSS ********, ******* FOR DRIP LINES LEAKING ALL OVER HOMEOWNERS PROPERTIES. THESE LINES ARE TO BE MAINTAINED BY TRESTLE AND ARE COMPLETELY BEING IGNORED BY THEM. WE RECENTLY GOT AN EMAIL THAT THEY DO NOT WANT ** REACHING OUT TO ANYONE BUT THEM ABOUT ISSUES, AND THAT IS NOT RIGHT WHEN THEY DO NOT RESPOND WITHIN 48 HOURS OF AN EMAIL. WATER LEAKING IN DRIVEWAYS AND SIDEWALKS EXCESSIVELY CAUSES PREMATURE EROSION TO OUR PROPERTY AND MUST BE TAKEN SERIOUSLY. WE ALREADY HAVE CRACKS IN OUR DRIVEWAY THAT CAN BE ATTRIBUTED TO WATER LEAKING FROM DRIP LINES THAT ARE EITHER DAMAGED OR NOT INSTALLED PROPERLY. ALL COSTS ARE INCURRED BY HOWMEOWNER, ADDING AROUND $30 TO $50 TO OUR MONTHLY WATER **** WITH WASTED WATER.

  

  Business response

  04/26/2022

  Homestead South is a very large community with considerable amounts of landscape. The landscape maintenance company, Caretaker, is the contractor resposnible for these types oc concerns and has a crew on property four days per week.  Part of their scope of work is to check the irrigation in each section that they service.  They are supposed to cap the emitters that do not have live plants being watered.  As you can imagine, there are thousands of emitters on property. Part of our role is to report any know water leaks to the contractor so if the homeowner can provide us with specific location details where they have observed either a leak or emitters that dispense water but there are no plants we will be happy to send the contractor a work order and follow-up accordingly. Thank you.

  Customer response

  04/26/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  If it does not, further action will be taken. This company has my name and my information per their own guidelines. Nothing else is required from me. This company has a second opportunity to fix their issues within 48hours. 
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The following is a brief summary of the damage caused to our unit and actions taken to try to resolve the issue. Also attached as a separate PDF document with pictures detailing this issue with Trestle Management Group. On Dec. 17th we were notified by our property management company ******* Property Management that our rental property that they manage and provide maintenance at ************************************************************* had water entering at the floor along a common wall to the adjoining unit. There are no plumbing fixtures inside the unit in the area where the floor carpeting was wet at the base of the staircase to the upstairs. ******* contacted the ******************************* Condominium HOA property management company Trestle Management Group regarding the leak. After numerous calls by ******* and myself to Trestle they decided to investigate to protect the asset from further damage. It was determined that the leak did in fact originate from an external source and not a plumbing issue of either ours or the adjacent end unit #**. It was determined but has not been verified as of yet that the water source is likely from a roofing issue or flashing issue with the roof or the common wall exterior siding of unit #**. Trestles insurance company inspector has looked at our unit for repairs caused by the external water leak of the damaged area. Their insurance company stated that the deductible of their insurance was below their minimum deductible and said to turn in a claim into our insurance and Trestle/Home ***************** would pay the deductible as reimbursement for our out pocket costs. To this date, Jan. 23rd we are still waiting for Trestles restoration company to investigate the leak source location for repairs and also to estimate repairs of the internal damage to our unit. Trestle to take full responsibility for damages caused and required repairs as needed to return our unit to its prior condition. To complete repairs in a timely manner.

  

  Business response

  01/31/2022

  On 12/27/2021, Trestle Management Group filed an insurance claim with the ********************** and dispatched **************************** to determine the source of the leak and estimate water mitigation and damages.Trestle was unable to get an updates or action from **************************** to move forward quickly despite numerous attempts to get updates via email and phone. Follow *** from Trestle to ******** occurred on the following dates:1/5/2022, 1/12/2022, 1/14/2022, 1/17/2022, 1/19/2022, 1/21/2022, 1/24/2022. On 1/26/2022, ******** was dismissed from this project and Summit Restoration was engaged. By 1/28/2022 ******** had heard from Summit who has reached out to all necessary parties to arrange access to the units to evaluate the source of the leak and estimated damages. Once Summit is able to access the units, Trestle Management Group will know appropriate next steps. Trestle has also requested an update from the ********************** adjuster who was previously able to gain access to the unit.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trestle management is the company we pay our *************** to manage our community (La **** Estates). There have been ethical issues with the way they pick and choose which violations they want to enforce and not enforce. Community members have asked ****** and our board where we are at with violations and complaints and we dont get answers. ****** has private discussions with certain members of the board and other board members and the community members are not informed of the outcome of these discussions. Our CC&Rs have been manipulated and changed to serve board members and their friends so they are no longer in violation of the rules. We have serious ethical issues going on and our property manager ****** covers it up and makes it all ok.

  

  Business response

  01/12/2022

  Since ***s are governed by boards that consist of community members that perform their duties on a volunteer basis, many ***s turn to a professional third-party management firm to help cover their large scope of responsibilities. Trestle Management is the management company that your ***** of ********* hired to essentially act as advisors, and not decision makers. Trestle and ****** your community manager take direction from the La **** Estates ***** of *********.
  
  In last weeks meeting it was brought up that the ***** would need to go into executive meeting to discuss a violation after the open meeting. The ******* State Statute (ARS 33-1804) allows for the ***** to have a closed meeting to discuss confidential situations. This ARS allows for privacy to be given to a homeowner for sensitive matters. I can assure you that there is no business being handled in the executive meeting unless it falls under the 5 paragraphs stated in ARS 33-1804. 
  
  Your ***** of ********* worked long hours with each other and the community *** attorney to amend the CC&Rs and Bylaws. There were several working sessions where all members were allowed to be present and give feedback to any purposed changes. To amend the community CC&RS and Bylaws a ballot had to be sent out to the community (you signed January 4th stating you received your ballot) also a Special Meeting of the Members had to be held. The *** attorney typed the ballot for the community and the Special Meeting was held Saturday January 30th 2021.  The associations CC&Rs and Bylaws were amended on this day by the members of the community, not Trestle and not the ***** of *********.
  

  Customer response

  01/12/2022

  This does not resolve the issue of ****** not communicating accurate information in a timely manner to community members.  I submitted a complaint on December 21st, I had to follow up with your office several times to find out the status of the complaint.  I did not receive the answer to the complaint until ****** called me on January 11th.  The reason for the call was due to the BBB complaint.  The question in my complaint could have been answered by simply looking at the document that was submitted to the architectural committee.  All I wanted to know is if a picture of the planter pot was submitted and they were aware of the **** women displayed on the pottery.  Im not sure why simple information is so difficult to come by.  Hopefully you can understand now why community members have to reach out to board members for information.  It is due to ****** not responding accurately and timely.  I also did not appreciate ****** calling board members sneaky because they are simply trying to answer questions that community members can not get answers from ****** about.  I have requested a copy of a complete document that required my signature in which the *********************** approved without my signature.  ****** sent me 2 small portions of the document but not the complete document.  I have requested twice now.  Seems the behavior has not changed and I will continue to be ignored.

  

  Business response

  03/08/2022

  After looking into this further, ****** emailed you explaining that she was out of town for the holidays and that she would send it over to the architectural committee and follow up with you. On January 4th, ****** emailed you again letting you know that the committee was reviewing the request from your neighbor and once a decision was made, she would once again follow up with you.  On January 5th, the ***** of ********* held their HOA meeting which you attended. In this meeting the pots were brought up under Architectural Review and it was announced that they had been approved by the committee.
  
  You later called ****** on January 10th explaining that you did not agree with the committees decision and requested to meet with your ***** of *********. ****** emailed you back informing you that she would set this meeting up and follow up with you. You received another email from ****** letting you know that the ***** would not be able to meet with you due to their schedules until January 24th. You then replied to that email informing ****** that the meeting was no longer needed. ****** emailed you back saying that she would cancel the meeting with the *****. This is the last ****** has heard from you on this topic until your complaint with the BBB.
  
  In our professional opinion the above complaint was handled in a timely manner (within two weeks considering the holidays) by our staff, your architectural committee, and your ***** of *********.  Please keep in mind that Trestle nor our representatives can make these decisions, they are made by the ***** of ********* or in this case the ************************ We are not quite sure where the comment comes from ***** Members are sneaky this is not something that we have said. Trestle has received several emails from members of the community to include the ***** of *********, thanking ****** and Trestle Management for our professionalism and guidance.

• Initial Complaint

  09/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am unable to arrive at my home due to the fact that security gate and codes do not work. I have made several attempts to resolve this issue with the *** Trestle Management. Not only was I outside in over 115 degrees weather attempting to make it to my home, no one answered the phone and did not respond. This is a health and safety risk to myself as well as my family. The *** collects monthly for payments and is not accountable for any negligence of duties.

  

  Business response

  09/13/2021

  Immediately upon receipt of this complaint from the BBB we had our After Hours Manager reach out to the homeowner this past Saturday morning. We provided the homeowner a new temporary code for their immediate access while this issue was further researched upon the reopening of our office Monday morning. After further research, it appears the homeowner was using the 'builder access code' that was provided to them and others during construction. We received direction from the builder late last week to have this code removed from the gate system as it was being used by too many people, many of which should no longer have access to the community. We have reached out to the homeowner asking them to provide us a personal code that would only be used by them or their guests but in the meantime they have been provided the temporary code for their immediate use. 

• Initial Complaint

  08/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Mothers Day of this year I was leaving my community to go to the store. While waiting at the exit waiting for cars to clear the gate began to close on my vehicle. Since I was turning right the right side of my car was dented and scratched all down that side before I was able to exit onto the street. I immediately contacted my HOA and my insurance company. My insurance company cashed me out $1200 for estimated damages but recommended I seek payment for mr deductible and rental car fees from the **** I was then put in touch with there insurance company who was reviewing the incident for several weeks before they stopped responding. At this point my HOA and their insurance company are non responsive. I am withholding my HOA payment until resolved. They have contacted me about that and added late fees but when I bring up damage to my car they go silent. At this point my insurance company closed the file because it had been so long

  

  Business response

  08/30/2021

  These issues are typically not covered by the associationsinsurance but are the responsibility of the drivers auto insurance, which wasthe case in this situation. In an effort to further assist, a claim was filedwith the associations insurance company which were also unresponsive to ourrepresentatives. Upon receipt of your communication through the BBB weescalated with the insurance company and were notified that they denied theclaim back in June and they sent a letter at that time to the homeownernotifying them of the denial. Multiple voicemails were left for the homeownerearlier last week to share this information with them directly as well.

*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. ↩