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:03/17/2025

  Type:Order 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.

  Menas HOA Management is owned by *********************** Management. Diversified HOA Management constantly ignores emails and phone calls. You will not get your board package until 45 to 30 minutes before your board meeting, not the five days before as the contract states. They do not walk your property. They will not give you invoices for approval on time, your payments are then late, and it ***** your relationship with your vendor. You can ask your Account Manager to do something repeatedly and they will not do it. They will lie and say your annual ballots have gone out when they have not been sent out. Diversified Management will not communicate with your vendors for you, they say they will, but they never do. You are better off self-managing your HOA because that is what you will be doing with Diversified HOA Management. Diversified has breached our contract many times and we decided to term them, we abided by the contract which says we need to give them 60 days notice. We are still paying them for 2 months of work and they will not show up at board meetings, mail our annual ballot that were supposed to go out in December, give us information needed for our transition, update our 2025 budget that was decided on in November, forward invoices from vendors for payment, and many other breaches of contract. I have emails to verify all of this from Diversified/Menas and Vendors.

  

  Business Response

  Date: 03/28/2025

  ****,

  Thank you for your post.  It has been sent directly to the owner of the company.  We were optimistic about growing our ***************** but it did not happen as we had planned.  I apologize for all of this inconvenience. This type of service is certainly not what we are known for.  We have been in this business for nearly 30 years and manage approximately 300 communities here in ********************   Feel free to contact me directly at ****************** to discuss further if you like.  

  Sincerely,

  ***** Menas

  Sales and ************************************************** Management 

   

• Initial Complaint

  Date:01/30/2025

  Type:Sales and Advertising 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.

  Menas took over management for our complex in January of 2024. I moved into the complex just a few months prior to the change. Since the change, I have had nothing but poor communication and random charges assigned to my account on the portal. I have attempted to clarify the issues related to "late" or "missing" payments, as they were not actually late or missing. I provided them with documents, emails and bank statements clarifying the *** payments were in fact made on time. I received an email stating that the issue was resolved months ago, and this has yet to be reflected on the portal. I have also received random "special assessment" charges that are unspecified and without any accompanying documents to outline the reason for the charges.I have attempted since to reach out by email - no response, then phone to the numbers on the email address as well as the portal - no response, no option to even put in an extension and no voicemail, and text message - no response.

  

  Business Response

  Date: 01/30/2025

  *****,

  Thank you for your post.  I have made ****** ***** aware of this.  He is the Community Manager for all Arizona communities.  I apologize for all this inconvenience you have been experiencing.  ****** should be contacting you before end of day tomorrow, Friday, January 31st.  

  Customer Answer

  Date: 02/02/2025

  ****** did not reach out to me on Friday, nor did he call over the weekend. Not resolved. 

  

  Business Response

  Date: 02/11/2025

  Hello,

  I have asked ****** to call you today to get your issue resolved.   

  Sincerely,

  ***** Menas 

  Customer Answer

  Date: 02/16/2025

  I still have not received a call. 

• Initial Complaint

  Date:09/25/2024

  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.

  MENAS HOA took over our ********************** HOA duties in late May, early June of 2024. The way I found out was logging into my property pay *** account to pay my due to be informed that they are no longer our provider, so I have nowhere to submit my May payment. I figure maybe we got a letter in the mail, I go and check my mail. It takes a few weeks, before we get a Letter in the mail stating that we have a new property management and the process for setting up our accounts. I had been checking my mail regularly, and although the letter came in mid June, it was dated early May. I didnt[ know it took 6 weeks for mail from ********* to reach ***. I set up my acccount and promptly paid that months dues. It showed I had an overdue payment of 586, or 3 months worth of dues. I reached out via phone call, and was unable to reach anyone, or leave a message. As I figured it was after office hours, it I would call the next day. I called the next day, again unable to leave a voicemail, or the call would drop. I figured maybe I was at work, dont have time to call again, or the service was bad in my area. So I emailed. No response to my calls thereafter or my email. It is now Sept. I have called multiple times. I noticed, and recorded, that every time I calll- the voice pops up saying what the service is for, press 1, 2, 3 or 0. Ive called and pressed nearly every one, it will ring once or twice, and then the call will just DROP. The only one it rang for was 2, and it rang and played music for about 6 minutes, before the call dropped as well. WHAT KIND OF SERVICE IS THIS. Everyime I call, any time of day, there is no one available. No one has responsded to my emails. Ive checked my bank statements and have proof of payment for all of my months ( Except May- which is the contested one, and I am paying today). How do I owe 3 months? They sent me a past due letter in the mail, dated a couple days ago, and arrived within 3 days. It does not **** * weeks to mail out letters.

  

  Business Response

  Date: 11/21/2024

   ***** ******, we sincerely apologize for all the inconvenience you experienced.  It came to our attention that we needed to shut down our Pheonix division.  This was a one-person office ( with all the support staff located in ********* and *************) and it clearly was not working.  Again, we apologize that you had to experience this. 

• Initial Complaint

  Date:09/12/2024

  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.

  This HOA management is CORRUPT. I paid April payment to the previous management. In May Menas took over. As residents, we never received notice of the change. i was able to get a contact number and i myself reached out to make May payment as i have always been on time with my payments. Not until about May 16th they sent a Welcome letter clearly stating they are taking over in May- yet charged every resident for April. They said they needed to confirm with the previous HOA that payment was processed and also asked for a screenshot which i provided. another 2 months go by and my account is still not credited. i have about 3o emails back and forth where i am chasing them asking why i was being charged for April when they took over in May. Also illegally charged a collections fee when a letter of notice was never sent or emailed. it wasnt until i brought it up that one was created and they still didnt mail it to the right house. I was told my account would be credited and the late fees were removed. i thought we made progress so i proceeded to pay the "back pay" and left September unpaid as i was told i would be credited. i checked online and was charged a collections fee although the backpay was paid in full. and a late fee. but this should have even been the case since i left one month open to be credited. Now all my emails have been ignored . given the run around since May although i was the one reaching out constantly to have this resolved. i tried everything. it is unethical and wrong how this business is run. and i really hope this comes to light!

  

  Business Response

  Date: 11/21/2024

  ***** *******, we have since terminated the person in charge of handling the Transitions from previous management companies to ours.  You were one of many who experienced this same inconvenience. I sincerely apologize for this.  We have a new team handling the Transitions now including the owner of the company personally overseeing the process.     

  Customer Answer

  Date: 12/04/2024

  Good morning, 

  
  

  My apologies for not getting back sooner and thank you for your diligence in following through. 

  
  

  I would like to respond to Menas HOA as dissatisfied. Although I appreciate the course of action made on their part, the  billing adjustment/refund request has not been made. I was forced to make payments otherwise I would've been charged an additional 30$ late fee each month. Although the issue was not resolved at the time being. I believe I requested this in my original email. Please let me know if you need anything from me. 

  
  

  Thank you and Happy Thanksgiving!

  

  Business Response

  Date: 12/04/2024

  Hello,

  Thank you for your comment.  We do apologize for the issue not being resolved at the time being.  We have since added staff to specifically assist homeowners with their Billing.  I are confident this additional staff with alleviate any issues going forward. 

  Customer Answer

  Date: 12/05/2024

  I appreciate that new staff will be handling billing moving forward, however, this doesn't resolve the fact that i paid 2 HOA fees in one month.. i want to understand if I will he refunded for the extra month I was charged for. Id be happy if one month i was not charged an HOA fee to make up the refund. Appreciate your assistance.  Thank you. 

  

  Business Response

  Date: 03/12/2025

  I have already reached out to this individual multiple times trying to address this issue as the information they provided on their post is incorrect. They paid two months worth of assessments because they were multiple months behind on their assessment dues. They are current on their dues and there is not a credit on their account to be given. I can provide you documentation of their Homeowner ledger which shows payments and owed amounts if you need that proof. However, their complaint is still inaccurate according to our documentation and no further documentation provided by this individual from any of my attempts to contact them.

• Initial Complaint

  Date:06/23/2024

  Type:Product 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.

  After many attempts, since April 1st, to get my monthly statement to pay my HOA fee I have not received any monthly bills. I have contacted menas many times to inform them of this problem and am told that it is a postal problem. To date I have not received a bill for ****** may, June, or July or any of the replacement bills they said they would send when I contacted them. Now I am receiving late payment notices that appear to have no problem being delivered through the mail! It is my belief they are trying to force me into giving them my banking information so they can automatically deduct money from me! This I will not do! Paper billing is a right along with controlling my own finances! Thank you

  

  Business Response

  Date: 11/21/2024

  ***** *****, we apologize for the major inconvenience for not receiving your paper billing statement for 4 months.  We have since corrected the cause of this which was to create a better system for those homeowners who want a paper statement vs. using our portal. 

• Initial Complaint

  Date:02/15/2024

  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.

  On Nov 2023, I dis**vered a slab leak in my kitchen around 5:40 pm, as soon as it started. I **ntacted Menas Management & was routed to their afterhours number. After several ************ messages, ******* ****** (*** Manager) informed that a plumber was not available until the next day & mislead informing the water had been turned off. I informed her that was not **rrect and she ignored the urgency or believed the information provided and **ntinued to affirm the water was turned off, denying access to the water shut off valve which is located in a locked room with a lockbox (shared water heater). I hired a restoration ** that arrived around 8:00 pm & a plumber. After 5 hours of pressurized water leak and extensive damage to the property due to the lack of response from Menas Management & **nfirmation of both licensed **ntractors (restoration ** & plumber) ******* provided the lockbox **de to the plumber. The water damage initially located in the kitchen extended to the entire 1st floor of the property & over 50K in damages. On Feb 7, 2024 I **ntacted Menas, same pipe (different location broke), ******* located a plumber & a clamp was placed to **ntain the water leak and since the repair was above $500, ******* needed the board approval (estimated repair **st $900). ******* informed she didnt foresee an issue from the board members to approve the repair & explained she needs approval since the repair is above $500. & guaranteed she would get approval on the next board meeting that was scheduled for a few days later.I called Menas 3 times, left 2 voice mails, accessed Menas portal to follow up, sent 3 emails explaining that the drywall is **ming up due to the water damage on Nov 2023 and it without the drywall the plumber will have a much easier access to the broken pipe. No response from *******. Menas / ******* ********************* is causing additional damages to the property in incurred expenses.

  

  Business Response

  Date: 11/21/2024

  ******* *******, we understand this issue has been resolved.  For liability purposes,  we couldnt give you the lockbox code.  We were only able to allow a plumber to turn off the water.  Once the plumber arrived onsite, the water was turned off and the repairs were promptly made.

• Initial Complaint

  Date:01/29/2024

  Type:Order 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.

  In November 2023 we entered into a new contract of services with Menas HOA Management, signed and agreed by ***** Menas, Director of Sales for FULL SERVICE HOA management of our ********************** We have had several issues with getting the property manager assigned to this community, ****** ***** to respond and assist with duties that are their responsibility to fulfill according to the contract. On January 28, 2024, the owner of the company ***** ***** (goes by ******) informs us that the terms in the contract was an oversight and will not be fulfilling the terms or we can change the terms to something different than what we agreed to. This is a legally binding contract. This company needs to be looked into further.

  

  Business Response

  Date: 11/21/2024

  ******* *****, we apologize for this misunderstanding.  We have since reallocated Jeremys position within the company.  It is unfortunate that our business relationship did not work out.  We wish you the best.

• Initial Complaint

  Date:12/11/2023

  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.

  I set up an auto payment via folio app Portal on HOA monthly assessment dues of $300, not realizing that the date was set up for the 20th, the day the portal was set up I believe. So the late payment notice now I received .since payments have been done on the first week of each month. Nobody has notified me of the pending mistake of the date..,or at least warned me of the future charges, its just a matter of changing the date of payment. I have a reason for setting up auto payment just like my other bills, this is to avoid late payments just voicing out its all ..,.,

  

  Business Response

  Date: 12/28/2023

  Thank you for letting us know about this.  We appreciate you sharing how the issue could have been handled better. 

• Initial Complaint

  Date:10/07/2023

  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 live in the Stone Canyon Condominium complex. About three weeks ago, my unit had a leak. *************************** has tried to charge me as homeowner with the fixing of it when it is Hoa fault. Then she has been verbally abusive. When I had talked to her on the phone, she said she had information against me and stammered it was confidential. She is a liar and is using her position to bully me and wife into submission. We have been without a working bathroom in a single use condo for over three weeks. This is a hygiene issue and health issue. When the hvac checked and did not know about black mold and asbestos clearance, we were still in the residence. I asked for relocation, to which ******* mentioned that the ************* doesn't cover that, even though we have a surplus due to our high ***************. I came up with the compromise to use the pool club house bathroom and needed the key. She accepted and after we picked up the key we received an email about vendors using the pool house to store things. The pool house was not stocked with soap or toilet paper and supplies were everywhere; furthermore, it is in various states of disrepair. This is a potential lawsuit on the Hoa's hands, I want to know what the repercussions will be for ***************************. I also believe that **** should be removed from the board or face some kind of citation for his equally disgusting behavior by posting a derogatory yelp review as a form of retaliation at *******'s behest. We need reimbursement for lost wages for days missed and hvac running electricity. Wife 8 hrs missed, me 8 hrs+3hrs., electricity=$771

  

  Business Response

  Date: 10/13/2023

  *******,

  *************** through the BBB even though I have already responded to you via email.  The BBB needs to have record on file that I responded.  

• Initial Complaint

  Date:08/15/2023

  Type:Sales and Advertising 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.

  Business operating without valid license.

  

  Business Response

  Date: 08/23/2023

  ************,  

  Thank you for your post on the BBB.  I'm not sure what this is about as I am no longer the owner of the company.  I sold the company over 2 years ago and now only handle the Sales and Business Development.   Regarding your comment about operating without a valid license, in our industry, no specific license is required.   My father started the company back in **** and in regard to having a specific license, nothing has changed.   We do not need to have a real estate license because we do no sell real estate.   We are members of the ********** *********** of ********* Managers (CACM), but there is no license to obtain, rather a "designation" for our community managers.