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:11/06/2024

  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 notified ***** ******, Property Mgr for ********* Condos at **** Morgan on Dec. 26, 2023 that water seeped in from the large planter in the common area which abuts the wall of my condo Dining Room and warped my wood floor. This same damage occurred to my floor back in 2019 in the same location on my floor and it took 2 years until my wood floor was repaired.Its been 10 months now since my floor got warped and since I notified **** Morgan. Im still waiting for the planters erosion to be reinforced or for the planter wall to be separated from my condo wall. The planter needs to be fixed before my floor can be fixed. Otherwise the water will seep in and damage it again.Ive been patient but 10 months is an excessive amount of time to wait for repairs to be made. Not only is the damaged floor hazardous, but due to the damage it devalues my property value.Regards, ****

  Business Response

  Date: 11/06/2024

  We are aware of this matter and have been working diligently to obtain bids and provide comprehensive information to the ****************** of Directors related to this repair work. However, as the management company, we do not have the authority to make decisions on behalf of the Board. Our role is to gather estimates, offer support, and present viable options to assist the board in making an informed decision.
  
  Currently, the Board is carefully evaluating the repair needs and assessing various options due to the significant costs associated with this project. We have provided the Board with all available estimates, and we will continue to support the Board as they work towards a resolution. Once the Board makes a final decision,we will promptly communicate it to you. You are also welcome to attend the next HOA meeting to discuss this matter directly. 
  

• Initial Complaint

  Date:05/10/2024

  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 company and the management, specially *******************************, are extremely corrupt, negligent, and unprofessional.I own a condo that is in a complex with HOA managed by **** Morgan. My condo was flooded due to HOA's negligence over two years ago. **** Morgan kept playing game and denying the fact but finally, and after several months of back and forth, acknowledge their fault. It took another few months to determine the damage, which was given to them by means of repair invoices. I finally had to reach out to their legal department for resolution however, their legal department has the same poor and unprofessional business conduct. It took almost a year to have them agree on a dollar amount, which was a fraction what I had spent.It is now way over 6 months that they keep playing the same game with check signatures, approval, etc. *******************************, the general manager who is the worst of them all, finally sent me an email on 04/10/2024 saying that the check was dropped in the mail, despite me asking them to have it at the office for pickup. It is now 10/19/2024 and I have not received anything from them. No wonder they have a 3-star rating!!!

  Business Response

  Date: 05/10/2024

  The *** never denied responsibility for damages to this owner's unit. The owner wanted to be reimbursed for more than what the *** covers and he did not like that the *** would not agree to pay for more than we are responsible for. He also did not like that the *** does not cover upgrades like hard surface flooring. Instead, we cover the cost of the carpet that was originally installed when the developer sold the unit. We originally got a proposal for the affected area of flooring in the living room where the leak occurred. We had to get a second supplemental proposal for the rest of the living room flooring. He wanted the rest of the flooring throughout his unit replaced (the *** uses the line of sight from the leak similar to how insurance companies do when determining what areas of flooring to cover) and the additional areas he wanted covered were not within the line of sight.
  
  His check was originally issued back in 2022 when the leak occurred. But he disputed the amount of the reimbursement because he wanted more areas to be covered and upgrades to be covered. Ultimately *** legal counsel had to respond to his attorney saying the *** would not cover the upgrades. We did not hear anything back and the check sat in the onsite office despite repeated attempts to follow up with him to collect the check. 
  
  Fast forward to 2024. About a couple of months ago he suddenly stopped in the *** office to pick up the check and he was advised that since the check was two years old and because he had not responded in those two years, that the check had been voided and would have to be reissued.
  
  There was an issue with the reissued check being mailed and the **** mistakenly delivering back to our office rather than to him at his unit. Ultimately, he was able to pick up the check from our office about two weeks ago.

• Initial Complaint

  Date:04/02/2024

  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.

  I am a vendor that has completed work for a property managed by **** Morgan. The **** Morgan manager who contracted me approved all the work we did. I submitted my invoices after the work was completed. It is now over 3 months since we completed all the work they requested and they have not paid any of the invoices. I had been in contact with the manager, which kept giving me more and more excuses about why the delay was happening. Now, I don't get any more replies from her. I called the *************************** to try to find a resolution but I have yet to have anyone call me back. I have worked with numerous ******************* companies and they have all been a pleasure to work with. This has been the worst experience I've had in terms of doing work with a property management company. I am cutting all ties with them, putting a lean on them to pay those invoices and I am canceling warranty for all the systems we worked on / installed.

  Business Response

  Date: 04/02/2024

  Hi *****,

  Can you please provide the address of the property you worked with or name of the **** As a management company we work at the direction of the *** board and dont control disbursement of funds. The board approves invoices and if work is under dispute they may withhold funds until resolved. If work is not under dispute the payment should not be delayed. Once you confirm the property address we will investigate this further.

  Thank you.

• Initial Complaint

  Date:11/21/2023

  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.

  This company is robbing people starting **** theyre charging almost 600 dollars a month for the most unmaintained building ever. The property manager *********************** answer emails or calls I recently had termites and after getting treatment approved by the board I called 3 times to follow up on what to do next never heard from her. I keep having an issue with the gardeners not cutting the ****** by my unit so I cant get to my door without walking through bushes and no matter what it doesnt get taken care of it only gets handled for a few weeks at a time but back to long ******. ********* always dirty the poolman manages to take pictures to send to us board members that make the pool look clean but its never clean a neighbors child got a bad rash this past summer after swimming in the pool. The bottom of mine and my neighbors balcony is literally rotting and badly rusted I complained about it over a year ago and nothing has been done this is what almost 600 dollars a month gets you with **** Morgan. Worst management company worst property manager.

  Business Response

  Date: 11/21/2023

  After careful review the *** board decided to increase dues by 7% this year. The *** is unfortunately very low funded, and a dues increase is needed to meet operating expenses as well as build funds for the future. 
  
  The landscaper has been trimming the ****** weekly. For example, we received a request to trim ****** on Friday, immediately reported to the landscaper and the ****** were trimmed on Monday. 
  
  As far as the termite work, that has been taken care of as well. The termite company inspected and treated the unit in a very timely manner.  
  
  Part of the reason for dues increase is to build funds to replaster the pool.
  

• Initial Complaint

  Date:09/12/2023

  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 own a townhouse in a community that this company manages. My Garage Roof Has been leaking for over 3 years. They have send someone to come and repair twice in 3 years, but the repairs did not work and my roof has continuously been leaking. They are the management company and the assigned manager, The assigned manager is not wiling to help me. She talks to me in a condescending way and asks me to wait until it rains again and call the repair man to come then to see where the leaks are. They should know where the leaks are because it is ever where and I have emailed them videos of all the roof from the top and under during the last rain that showed where the leaks are. has even stopped responding to me and I emailed her manager twice and I called and left a phone messages and she has also ignored my calls and emails too.

  Business Response

  Date: 09/12/2023

  **** Morgan and Company provides property management services for ******* ******************************* Homeowner, *****************************,has reported roof leak issues in the past and the homeowners association has had a contractor provide the necessary repairs. Homeowners daughter has requested a new roof on behalf of the owner, yet it was not determined that a new roof was warranted after the contractor evaluation. 
  
  Responses to the homeowners communications have been provided but are not satisfactory to her.  Additionally, homeowner threatened legal action at which time management and the *** ceases communications as the *** attorney becomes involved.
  
  Management has arranged for a contractor to conduct a water test to determine if there are any leaks necessitating any further repairs.

• Initial Complaint

  Date:07/19/2023

  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.

  The *** banned my family indefinitely from the community areas because of minor violations I wasn't aware were violations. Some of the fines I paid for were not even listed as violations on the *** handbook. I was not allowed to attend the meeting or provide any information to defend myself. I've been paying rent for almost a year for a home that is supposed to include community areas but we cannot use due to the ***. I have hired an attorney and would like to be contacted by somebody at the *** who can provide me with information such as where the law states tenants are allowed to be permanently banned from community areas. I have spoken to ****** who is in charge of this property but she will not provide me with any details.

  Business Response

  Date: 07/19/2023

  In October 2022, the Association revoked common area privileges due to several violations that occurred on October 2nd. One of the violations was a party held in the pool area, which involved excessive guests, noise, a dog in the pool area, trash, alcohol, and after-hours trespassing. These rules are outlined in the written rules and regulations of the Association. The homeowner of the property received fines from the ********* of ********* since the owner is responsible for the tenants' behavior. 
  
  As mentioned in the phone conversation with ******, the tenant will need to contact her landlord to obtain copies of the documents requested since the correspondence was addressed directly to the landlord as the owner of the property.

• Initial Complaint

  Date:07/13/2023

  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 am writing to file a formal complaint against Ross Morgan & Company. **** Morgan manages our building HOA for about the past year and a half. We were hoping that this company would be a much welcomed improved to prior management, but all we have been sold are lies. I have several repair requests that have been unanswered, as well as accounting issues which are again unanswered/unresolved. However the management and board moved forward with a vote to place a lien on my property nonetheless, even with inaccurate accounting. A lien could negatively impact my immpecable credit, as well as cause me great emotional distress. I feel it is 100% retaliatory b/c if they truly wanted to resolve the matter they would just come clean with their accounting, which again, after numerous requests, they have not. In addition to above two mentioned issues it is nearly impossible to receive transparent documentation of HOA minutes, billing info, repair info, financial info. We have to ask repeatedly until they wear us down and we just simply give up. This company needs to be investigated for in their business practices.

  Business Response

  Date: 07/13/2023

  Due to the extent of the delinquency on your HOA account, the ***** of ********* voted to turn your account over to a collections company.This does not impact your credit. The purpose of the collection company is to ensure that you pay your association dues. Repair requests need to be submitted to our company however, the ultimate decision on what repairs are made to the common areas lies with the ***** of *********. We have been your association management company since November 2022, and are still familiarizing ourselves with the property and the repair needed in conjunction with the board. All questions regarding your delinquent account need to be directed to the collection company who will intern provide your correspondence to our office and the ***** of *********.

  Customer Answer

  Date: 09/25/2023

  I am following up on complaint I made previously against this company. Over the past few months they have continued to harass and bully me via threats of a lien and collections for past due HOA fees. In addition they have continued to put off my numerous repair requests siting that they are "not a priority at this time" - some requests are over ten years in the making! Even so, in an effort to avoid costly legal battle I offered to bring my HOA assessment fees current, asking that any late fees be adjusted due to the fact that NONE of repair requests have been met. The management company refuses to adjust the late fees, refuses to advise on where I should send the money I am willing to pay, refuses everything but what they want, when they want it, how they want. This is America, when a business is not providing the service they have been hired to perform the customer (in this case me) has a right to complain. I have recently lost my job and even paying the amounts I owe is a stretch but certainly I am not paying over $3,000 in arbitrary late fees (mind you it took MONTHS to request a detailed accounting sheet of said charges). The late fees are arbitrary and frankly unwarranted give the fact that the poor management the company has provided to our building. I am one of the original owners and have talked to several other owners and renters that feel the same. Poor service, bullying tactics. Rather than threaten me with a lien (mind you I havent even received ONE collection letter so not sure how you can just from past due to a lien?) perhaps they should work with ownership to find an amicable fair resolution. I will not be bullied when again, none of my repair requests have even been met. I have offered the $3,000 past due I owe, but refuse to pay an additional $3,000 in late fees.

  Business Response

  Date: 09/27/2023

  Due to the extent of the delinquency on your HOA account, the ***** of ********* voted to turn your account over to a collections company. The purpose of the collection company is to ensure that you pay your association dues. Repair requests need to be submitted to our company however, the ultimate decision on what repairs are made to the common areas lies with the ***** of *********. We have been your association management company since November 2022.

  All owners have an obligation to pay ***************. Your *************** are severely behind which impacts the HOA's ability to operate. The collection company, called ************************* has sent you notices regarding your delinquency. Please contact them directly to settle the balance due at ************. The ***** has determined that it will not waive any late fees or collection costs on your account due to the severity of your delinquency. 
  

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20315846
  
  I am rejecting this response because I have several outstanding repair requests that have not been addressed nor approved by the Board. It is my firm belief that the Board is withholding addressing my concerns due to personal malicious reasons and they are bullying me by insisting payments be made and late fees "cant be waived" which they most certainly can. When a business (building management/board) does not fulfill its duty to it's customers (owners) what rights does the customer have other than withholding payment? Or should I pay and continue to be ignored and neglected? Other owners in the building share the same sentiment, NOTHING gets addressed nor done in our building until we the owners escalate the matter. Just this week we had a notice from Socal that our building gas was being shut off for non-payment. At $500+ HOA fees per unit how does something like this happen?! That is just one example, countless other requests fall through the cracks and our building is in a state shambles for the amount we pay in monthly assessments. 

  All this said, I even offered and emailed THREE TIMES that I would bring my account current to avoid legal fees but advised i would not pay late fees for the aforementioned reasons above. Mind you none of my repair requests have been met yet but I was offering to bring my account current as an effort of good faith. Management has ignored all my payment requests, thus I am incurring even more late fees. I owe about $3500 not an exorbitant amount of money as they claim and they use as an excuse for not fulfilling repair requests. I recently lost my job and am willing to bring my account current but REFUSE to be bullied into haphazard late fees as a bullying tactic. It is my firm belief that this is personal and they and the board want to have my account in collections so that they can put a lien on my property and evacuate me from my unit. I own this unit, not management, not the board, and until both execute their duties to ownership I have nothing else to say on the matter. Again I have offered to bring my account current minus late fees, they have refused to respond. At this point I am hiring an attorney to address all of these unethical business practices.

  Please also look into this company - I feel they are not properly utilizing funds and perhaps misappropriating funds. there is no way at $500+
   per unit x 24 units our building should be in the shambled state that it currently is. Some fraudulent financials are going on here please please review!

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/28/2022

  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.

  Sept 25th 2022 My son started with asthma and I got sick with bad cough and with asthma issues

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 5, 2023/01/10) */ We are an HOA management company. This complaint may be intended for another business given that the desired resolution is a doctor's note. We don't provide doctor's notes.

• Initial Complaint

  Date:06/03/2022

  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.

  ***********, the property manager for our condo complex, has acted with significant disregard in correcting a plumbing issue. We first emailed them regarding the issue on May 25th - that our guest bathroom shower diverter was broken and needed repair, requesting a water shutoff. As we notified ***********, this issue was identified by an inspector as part of our escrow process in selling our condo. This email was disregarded by ***********. We emailed again May 26th again. On June 1, our plumber identified that a shutoff valve for which the HOA is responsible for was defective and that there was significant risk of property damage. Through email and telephone we notified *********** about this issue, including the significant risk of property damage. *********** assured us the issue would be resolved today, June 3 and that our plumber would then immediately be able to commence work. *********** did not notify us of completion. I had to follow-up while our plumber was on stand by and could not then come to the job to resolve the issue for several hours given ***********'s late notice. Once our plumber was able to come, they identified that the valves to the bathroom had not been fixed. I have notified *********** if this issue. *********** has now explicitly declined to resolve this issue, risk significant property damage to the building and monetary damages if our escrow fails.

  Business Response

  Date: 06/28/2022

  Business Response /* (1000, 5, 2022/06/14) */ In short, this homeowner is selling his unit and his inspector found a plumbing issue and instead of coming to the onsite manager or manager at *********** about what the protocol is, he took it upon himself to hire his own plumber after the onsite manager told him to use the HOA plumber as the HOA plumber knows the building plumbing system the best. In the end, the homeowner's plumber replaced a valve that ended up not being the correct valve. Following this we had to shut off the water to one of buildings to accommodate the repair. Furthermore, we have copies of email correspondence with this owner from May 26th - June 4th detailing this entire matter. To say we were not in touch is false and misleading. Consumer Response /* (3000, 7, 2022/06/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) ***********'s account is inaccurate. I did go to the onsite manager for the protocol, emails attached. Their own response - saying they have email correspondence - contradicts their own statement that we did not pursue this with the onsite manager. My plumber replaced no valve. My original complaint is did not state that Ross Moran was not in touch. While this response is very concerning, as the repair has been made, I currently have no need to pursue this further.