Complaints

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I overpaid the *** $3,000 until June of 2024. The Hoa is no longer in charge of my condo and continues to withdraw from my account $600.00 every month since June. I have reached out to the Hoa several times and they acknowledged the over charge and told me they would reimburse me but it has been 4 months with no changes. I have reached out several times during this time period and I have not gotten a response or my money back. They continue to charge my account and now owe me $4,800.00

  Business response

  09/13/2024

  Thank you for the opportunity to respond to this complaint. We have been in contact with the complainants new management company, as well as the complainant herself. She is aware we never had possession of her funds and she has thanked us for our investigative efforts to find out what happened. Her management company confirmed the funds had been in the general account the entire time, however, during the transition process, they were unable to identify the account in which to apply the funds. They have since been in touch with the complainant and will be issuing her a refund. We have asked the complainant to withdraw her complaint and we expect that she will. In the meantime, we ask to have this matter closed with the BBB.  

• Initial Complaint

  07/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Business attempted to extort money from me for plumbing services that were not my responsibility and agreed upon previously that the building/ property management would take accountability for

  Business response

  07/24/2024

  Thank you for the opportunity to respond to the complaint by *************************. We are the management company for this association, however, we are not a decision-making authority. Rather, we implement the decisions of the duly elected ***** of ***************** the homeowner association in which ****************** resides. ***************** is disputing the claim that she is responsible for two invoices related to two different issues:
  
  1.A plumber was called out to fix a plumbing issue in Ms. ******** unit. They found a blockage to be caused by waste and paper. The plumber stated that the blockage occurred prior to joining the common area pipe,which, per the associations governing documents, is the owners responsibility. 
  2. ****************** complained she was hearing a dripping sound in the wall in the bathroom. She was asked by our manager if there was evidence of a leak and ****************** responded no. We informed her there would be a "Sunday charge" and that it would be her responsibility if there was no evidence of a leak.She approved the service. The area was checked by the plumber and no wetness or noise or damage were detected.
  
  ****************** states she was told by our manager that she would not be responsible for these invoices.We informed her we are unable to confirm who is responsible for a service until the service provider (in this instance, plumber) renders their professional opinion.In both cases, based on the opinions of the service providers and the Associations governing documents, they are Owners responsibility.
  
  When an owner disagrees with a decision, the owner has the right to be heard by the ***** to present their case. A date is being arranged for ****************** to be heard by the *****.

  Customer response

  07/30/2024

   
  Complaint: 22013900
  
  I am rejecting this response because:
  
  The business is being DISHONEST and LYING re; what we discussed ahead of the plumbing coming, we discussed:
  
  "Re: hydrojet - I did not consent to these charges and that was made clear with ****** and I, as I had clearly documented that there were plumbing issues that coincided with broader building issues (old pipes, no hot water for the building at this same time), we agreed if issues persisted and those issues were contained to within the walls of my apartment, I would be responsible after that initial visit.
  
  
  Re; Reckon plumbing, there was as a leak/ drip found which the technician confirmed and confirmed was outside of my walls (which I share with an elderly man). Also, fortunately we all lucked out and the dripping leak appeared to be contained within a pipe or closed area and is not leaking from externally at this time. The technician validated this in the below report and again, was outside of my walls, so, entirely fair that the building assumes responsibility here, I as acted responsibly alerting ******, etc urgently of these concerns and we fortunately do not seem to have any damage at this time."
  
  
  The business will NOT provide me a date/time when I can speak to the board
  
  The business will NOT speak with me directly, 
  
  The business did NOT follow HOA board rules - they CHARGED ME AHEAD OF, providing any bills or notice, therefore invalidating their claims and forfeiting their rights to collect AFTER adding BILLS to my account unjustly,
  
  Sincerely,
  
  *************************

  Business response

  08/09/2024

  We have sent a letter to complainant providing another date for her to appear before the *** Governing Body in order to present information supporting her objection to the plumbing charges which have been charged to her unit. This meeting will take place later this month, giving complainant three weeks to prepare her information/documentation. In the interim, the charges in question have been removed from her account, pending the outcome of her meeting with the *** Governing Body. 

  Customer response

  08/09/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  
  they are now denying me the opportunity to speak with them on the phone (a requested accommodation) because I have a disability.

  Only myself and my doctor can make claims and make claims and recommendations about whats best for me to manage my condition, not my property management company. Now, I want damages and an apology, and this bill must be dismissed.

  Further documents have been sent on email to ***************************************** with reference to:

  Complaint #********

   

   Sincerely,

  
  *************************

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Partners Community Management (PCM) is refusing to provide new management company HOAO with 2023 financials. PCM was provided a 60 day notice of termination effective December 31, 2023 for failure to provide adequate management services that negatively impacted our HOA. PCM failed to pay vital vendors for over 90 days and also failed to respond adequately to issues affecting the health and safety of all residents. **** took over as new management company on January 1, 2024 and has had to spend time paying numerous past due invoices. As of April 11, 2024, PCM has refused to provide 2023 financials to new management despite it being PCM's duty to turn over ALL association records upon termination. PCMs refusal to do so is a breach of the professional code of conduct for management companies. PCM is now demanding payment for delinquency letters generated that our HOA Board has documentation were not approved for July, August, and September 2023. Delinquencies were to be in effect in October and November however PCM still did not have an accurate accounting of all owner accounts and sent delinquency notices to owners who were always current and to owners that had previously provided evidence to PCM that they had paid timely. HOA should not pay for services not approved as a result of PCMs poor record keeping and neglect. PCM chose not to participate in the final Board meeting in November 2023 to discuss the erroneous delinquency notices sent in October and November. Instead PCM chose to ignore this matter. PCM's unethical behavior continues to cause issues with our HOA even when terminated as our HOA is unable to move forward completely with our new management HOAO as a result of PCM's continued abuse against our HOA by refusing to provide the required financial records.

  Business response

  04/19/2024

  Thank you for allowing us to address the concerns in the BBB complaint and to clarify the circumstances regarding our management of Pleasant Street.
  
  We began managing Pleasant Street on 7/1/2023. We did not receive records from the previous management company until 8/4/2023, which delayed our ability to provide timely financial statements.
  
  Per the terms in our agreement, Section VI(C) the release of the final financial statement is conditioned upon settlement of all outstanding liabilities or obligations incurred. We have informed the Board of their existing financial obligations and are prepared to provide the final financial statement once the debt is settled.
   
  We dispute the claim that we failed to pay vital vendors for over 90 days. All vendor invoices were promptly submitted to the Board for approval. It was the delay by the Board approving these invoices that resulted in the past due charges, not a failure on our part to manage the Associations finances responsibly.
  
  We take issues related to the health and safety of residents seriously. We called vendors to respond to emergencies when they happened, including those received after hours. We did not fail in our duty to respond adequately to emergencies affecting resident safety.
  
  Regarding the delinquency notices issued between July to September 2023, though there are no meeting minutes to confirm the decision, we agree to waive the fees for this period totaling $800.00 as a gesture of good faith. All collection fees incurred after September were appropriately charged per Exhibit A & B of our agreement.
  
  Finally, the deteriorating relationship with the Board prompted our decision not to attend the November meeting. Though regrettable, it was believed necessary because of the untenable environment that developed, impeding any constructive conversation.
  
  We are committed to amicably resolving this matter and urge the Board to pay the outstanding invoices so we may provide the financial records.

  Customer response

  04/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   ***** agrees to the deduction offered by PCM despite it being less than the disputed charges.  The total for the five invoices in dispute was $2,103.93 so less the $800 leaves a total of $1,303.93 owing to PCM.  Our current management company ***O will process payment to PCM as soon as possible.  Once PCM receives payment, we ask that PCM forward ALL 2023 financial information they have been withholding directly via email to ***O within 24 hours of payment receipt so that our *** can move forward.  
  

    With regards to the owner accounts, MW emailed as of July 25, 2023 that PCM did not have financials and owners account information yet.   ************ was asking for financial information as of August 9, 2023 as PCM still did not have an accurate owner accounting.  In September 6 general Board minutes, MW confirmed that late-fees would be assessed moving forward. This meant starting in October. In the September 6 Executive Session, it is noted in the final minutes that MW/PCM did not have any delinquency information available to report. Yet PCM felt that they could send delinquency notices to owners for July, August, and September.  After owners reached out to ********** about receiving delinquency notices in October 2023 despite their accounts being current, and several owners having provided documentation to PCM in the months prior, PCM still sent out delinquency letters and charged *** knowing they did not have an accurate accounting.  ********** sent email on October 17, 2023 that he "hoped" owner accounting records were accurate.  
  
   Despite ***** being cc'd on numerous correspondence with his staff over several months, he chose not to intercede on any issues.  PCM was assigned an account manager in July, MW, and both sides addressed establishing communication expectations and protocols at that early meeting.  MW quit PCM by September 13, 2023 and PCM failed to communicate with owners of MW's departure and failed to assign a new dedicated account manager to ***** for the remainder of our agreement. Instead ***** Board and owners were left sending emails to numerous PCM staff such as ******, ****, *****, *******, ***, etc in attempts to manage all ***** issues. Eventually, owners began reaching out to Board members when their repeated calls and emails to PCM were not addressed. 
  
    *************************** stating that delinquent payments were a result of the Boards inaction are false.  I spoke with ************ on September 29 due to issues accessing Board portal, only two Board members were given access, and all invoices in the portal at that time were reviewed via phone call by ***** and myself and all cleared as of September 29 except for elevator service invoices which ***** said she would forward to ********** to review.  I have emails as late as December 6, 2023 to **********, ************** and ***** asking for status on months of elevator invoices left unpaid by PCM and never uploaded again to portal for Board to review.  New management company ***O had to process payment of over $6,000 in January 2024 for invoices not paid by PCM since July 2023.  I had requested that Board receive additional training for invoice and portal issues and was emailed by ********** that *************************** would reach out to schedule this with the Board, yet ***** never did.   
  
     During this same phone conversation with ************ in September, I requested that all recurring invoices, such as trash, gas, water and power, elevator maintenance monthly, janitorial, pool, etc, be paid automatically without needing Board approval each month. This was never done.  PCM also never changed mailing address on majority of vendor accounts with invoices continuing to be sent to previous management company, CRE.  PCM stopped picking up these invoices and despite it not being CRE's responsibility, CRE was good enough to scan and email **** O all invoices for ***** that they received. I personally picked up several pieces of mail from CRE the week of December 18, 2023 and this included the November elevator invoice that was still addressed to CRE and not PCM and was delinquent.  Invoices as far back as July ***************************************** late October.  When asked why, ************ sent email on November 2, 2023 stating "Yes we are behind on the billing". 
  
    ********* did everything possible to keep the *** moving forward and personally had to engage several vendors individually when PCM failed to do so. Fire alarm panel inspection, trash and organic waste services, janitorial, pool, ************** were all neglected by PCM. PCM also failed to provide owners with replacements for lost or damaged garage remotes despite having received new ones in August and also failed to provide common area Medeco keys to any owners during their entire management of our ***.
  
    Board became increasingly frustrated at lack of communication from PCM. PCM ignoring numerous emails for assistance and status updates made the relationship reach the point that resulted in ***** having no choice but to terminate their services.  Board and *** as a whole had no choice but to terminate services early due to PCMs inability to manage.  PCM did not acknowledge or address the termination letter they received directly with the Board.  PCM should have attended November 2023 Board meeting as they were still our management company and there were issues that needed to be addressed. PCM lacked the infrastructure and communication skills to sufficiently manage our ***.

  Sincerely, 
  

  *************************
  
  
  
  
  
  
  

   

• Initial Complaint

  12/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company is the management company for the building I own a condo at. There is an HOA board with 3 homeowners. For nearly a year, I've been addressing the company about a noise disturbance caused by one of the owners, who's also a HOA board member. This individual has 2 small children who leave for school around 8:20am every day. They use the elevator in the common courtyard, where the bedrooms of most units face. I complained to the company that the children scream, yell, and sing every morning, prior to entering the elevator. I was told by the company that another resident has also complained about the same issue, but the company fails to address the issue with a solution. This owner also takes his kids to a patio area, located above my unit. He has his kids running, stomping, and yelling on the patio. Per the rules and regulations of the building, excessive and boisterous noice is prohibited in the building at all times. I've written numerous emails and had multiple calls with both the company, as well as the other 2 board members, but to no avail. This owner/board member continues to allow his kids to run and scream at any place, any time. I have requested a mediation meeting to the management company, along with a mediator, but again, have not heard back from anyone. Everyone in the building abides by the rules, except this owner/ board member and the company does absolutely nothing to remedy the situation. I ask the *** to help me get the management company to enforce their OWN rules and keep my peace and quiet since I have 2 ******** individuals living in my home who can no longer tolerate the random outbursts and screams in the common areas of the building.

  Business response

  12/12/2022

  Contact Name and Title: *************************, Bus Dev
  Contact Phone: ************
  Contact Email: *************************************
  We are in receipt of the complaint filed against our company regarding a noise issue between two homeowners residing in a condominium community managed by our company.
  
  We assist the community and the ***** with the management of the community. This is an issue between two homeowners with differing views about noise levels (no one else in the community has complained). We recommended that both parties participate in mediation.
  
  Our role is to assist the ***** of ********* in the enforcement of the community's - not the management company's - ******************* and oversee the common elements within the community. This particular dispute does not fall within these parameters.
  
  We did attempt to help find a peaceful resolution to this issue. Our community manager researched and provided information to the parties about mediation companies they can engage. Our community manager reached out to both parties in October 2022 requesting certain information which was needed by the mediation companies in order to proceed further. As of 12/8/2022, we have only heard from the Complainant so we are unable to assist any further at this time.
  
  This is a dispute that needs to be resolved by these two parties. Everyone is entitled to peaceful enjoyment, however, there must also be some understanding and acceptance that, when residing in a condominium community, which is high-density living, some noise is to be expected and there will be differences of opinion as to noise levels.
  
  We respectfully request that this dispute be removed from our record as this is not something that falls within our purview. Thank you.

  Customer response

  12/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response given by the business is unacceptable. It was THEIR responsibility to get a hold of the other homeowner when he did not respond to their email regarding the mediation request. The point of a management company is to reach out to all parties when there is a dispute regarding a rule/ law set forth BY the management company itself. I replied to their email in a timely manner and it was their responsibility to get a hold of the other owner who completed chose to ignore the communications of the management company. That owner is part of the *** board and the company has numerous ways to contact that person and not just give up after another resident has made a complaint.
  I reached out to the management company to inquire about the requested mediation and was told that they will follow up on it and get back to me. I have yet to hear back. The above mentioned complaint is legitimate and should not be removed from this company's BBB profile.

  Business response

  01/04/2023

  Business Response /* (1000, 5, 2022/12/12) */ Contact Name and Title: *************, ******* Contact Phone:************* Contact Email: *********************** We are in receipt of the complaint filed against our company regarding a noise issue between two homeowners residing in a condominium community managed by our company. We assist the community and the Board with the management of the community. This is an issue between two homeowners with differing views about noise levels (no one else in the community has complained). We recommended that both parties participate in mediation. Our role is to assist the Board of Directors in the enforcement of the community's - not the management company's - Rules & Regulations and oversee the common elements within the community. This particular dispute does not fall within these parameters. We did attempt to help find a peaceful resolution to this issue. Our community manager researched and provided information to the parties about mediation companies they can engage. Our community manager reached out to both parties in October 2022 requesting certain information which was needed by the mediation companies in order to proceed further. As of 12/8/2022, we have only heard from the Complainant so we are unable to assist any further at this time. This is a dispute that needs to be resolved by these two parties. Everyone is entitled to peaceful enjoyment, however, there must also be some understanding and acceptance that, when residing in a condominium community, which is high-density living, some noise is to be expected and there will be differences of opinion as to noise levels. We respectfully request that this dispute be removed from our record as this is not something that falls within our purview. Thank you. Consumer Response /* (3000, 7, 2022/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response given by the business is unacceptable. It was THEIR responsibility to get a hold of the other homeowner when he did not respond to their email regarding the mediation request. The point of a management company is to reach out to all parties when there is a dispute regarding a rule/ law set forth BY the management company itself. I replied to their email in a timely manner and it was their responsibility to get a hold of the other owner who completed chose to ignore the communications of the management company. That owner is part of the HOA board and the company has numerous ways to contact that person and not just give up after another resident has made a complaint. I reached out to the management company to inquire about the requested mediation and was told that they will follow up on it and get back to me. I have yet to hear back. The above mentioned complaint is legitimate and should not be removed from this company's *** profile.

  Business response

  03/20/2023

  Thank you for allowing us to respond once again. In 2022, we provided a detailed response to this complaint. We understand the homeowner does not accept our response, however, this is a neighbor-to-neighbor complaint and does not fall under our purview as management company for the Association.   

*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. ↩