ComplaintsforThe Management Trust - Transpacific

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I have contacted the Management Trust ********************** about a mail box that will not open. My wife has called the ********************** about the mail box and there has been no action taken in months and months. This mailbox in the box group associated with our residence on **************************************. The mail box group is on **************, 100 yards southwest on (the right side if facing north) from the corner where ************** intersects with ***********. This mail box is the package mail box at the bottom of the mail box group, the number 1 mail box as posted on the door and written on the key. This key will simply not open the box, and this has proved very frustrating for the both of us trying to get our packages.

  

  Business response

  07/03/2024

  Hello,

  You've filed a complaint against the Southern ******************* and not the ************** of *** Management Trust.  I have reached out to the ************** for comment.  Below is their response to you:

  "We appreciate your concern in regard to the package locker portion of the cluster mailboxes.  We have been attempting to work with the *********** to coordinate getting a new lock installed on the package locker but keep getting met with delays and a lack of communication from the ***********.  We have escalated the concern to the Postmaster covering your area, and we hope to have a resolution soon."

  *** Texas team will work diligently until this matter is resolved.  We appreciate your extraordinary patience.

  Sincerely,

  *** Management Trust

  Customer response

  07/04/2024

  
  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.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  02/22/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Our community has been overlooked and neglected by the management trust company. Action items discussed in board meetings still have yet to be fulfilled.Per our last board meeting, we agreed to replace the landscaper with a new vendor effective ****, which slightly increased our ***************. However, the management trust company failed to provide a termination notice to the original landscaper and we are responsible for paying for the ongoing services that were suppose to discontinued. At the same time, we are paying increased dues for a new landscape vendor, whom we have yet to see service our community. No details such as landscape maintenance schedule been provided to us/board.

  

  Business response

  02/23/2024

  Hello,

  The new landscaper was hired and has begun working the community as of February 1, ****; we are happy to email blast the landscaping schedule to the community.  The prior landscaper was believed to have abandoned the job, but we agree that an official termination letter should have been provided.  We have since corrected that error.  ************* manager has conducted site reviews and will coordinate with the ***** of ********* to schedule a meeting soon.  At that meeting, the communication plan and needs of the community will be discussed so that we can improve our service to the community so that the community has a positive experience moving forward.  Please accept our sincerest apologies that you and your fellow owners have not felt that the service you've had from our company was satisfactory.  We will endeavor to exceed expectations moving forward.

  Sincerest Regards

  Customer response

  02/23/2024

  
  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.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been calling my HOA Company for 3 months about the tree and the impact it is having on the ********. I have yet to receive a call back and I did go to the office 2 times and was given peoples cards to call that do not call back. For the last two weeks I have been trying to obtain information on what is needed to park a trailer on the property. We pay $783.00 a month for services that we are not receiving.

  

  Business response

  01/25/2024

  Hello,

  My sincerest apologies in the breakdown in communication.  I've spoken with the community manager.  He has informed me that you've attempted to contact the community support specialist, but she failed to return your calls.  He attempted to call you on Jan. 24th, but your voicemail message said that it was full and he wasn't allowed to leave a message.  I've been informed that he was able to connect with you today and the issue is being resolved.  I've also been informed that you now have the community manager's contact information so that you're able to communicate with him directly.  Please let me know if you consider this satisfied.

  Thank you.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/10/2024 and prior, we have made several contact to The Management Trust, *******************, and have not gotten a response. The Management Trust is my community (Greystone Keys) property manager and are not responding. The palm fronds and garden area in front of all homes is maintained by the property manager through the Assocaition (CC&Rs). The palm fronds are blowing in the wind with such great strength, and these palm fronds are heavy and strong, they are damaging ******* and tv antenna. The property manager is not responding to our request to have them trimmed away from the roof. The Association is liable for damage. This is unacceptable. ******************* can be reached at ************. His extension is 1243.

  

  Business response

  01/16/2024

  Hello,

  I've spoken with the ********************* Manager and he has had email correspondence with the spouse of this individual. In addition, on the day of the complaint, the ********************* Manager (***) returned the call to the owner less than two hours after his call. ************'s service level agreement stipulates that emails and phone calls be responded to within one (1) business day.   I've been informed that the *** has assured the owner and his spouse that the matter would be addressed with the landscaper.  Additionally, the owner is welcome to attend the next meeting of the ***** of ********* to discuss this matter with the *****.  ************ has been the managing agent for less than a month, but we're happy to address this matter and any others with the ***** for resolution.

  Regards

  Customer response

  01/17/2024

  Manny, the property manager is not telling the entire truth. My spouse has called ***** and not received calls back. My spouse has emailed ***** and not received emails back. When I called and left a voicemail I got a call back but Im not sure if its within two hours. Also, calling into their phone triage kept circling around with all types of different options. Then their AI chat came on, and I thought thought it was a real person and it was not, and it was misleading as a resolution, which did not happen. The fact that there was no responses from ***** that couldve prevented the winds from causing the palm to hit my roof TV antenna and pipes on the roof causing damage and then speaking with ***** on the phone the way he was telling me I need to submit this form, they do not meet my expectations of a sound business management company. My communities prior property management only required a phone call in the next day. The gardeners were out, trimming the palm fronds. 

   

  , they do not meet my expectations of a sound business management company. My communities prior property management only required a phone call in the next day. The gardeners were out, trimming the palm fronds. During the call with *****. during the call with *****, he also twisted things around in the conversation while remaining calm and acting as if it was my fault. Manny, the property manager is providing a service to the community as a whole and Ive heard from many other community members that he does not return correspondence. I guess it takes a complaint to get him to respond.

   

  The Palm frond is still not trimmed away from the house.

  

  Business response

  01/19/2024

  Hello,

  Thank you for clarifying this matter.  I will work with *****'s supervisor to ensure he responds in accordance with our standard of one (1) business day. His supervisor's name is listed below his signature block; please reach out to him directly should you have any ***************.  It is my hope that you and your fellow owners have positive experiences moving forward.

  Sincerely

  Customer response

  01/22/2024

  The palm fronds still need to be trimmed off the house.  The work has not been completed.  In the meantime damage occurs.  The HOA is required to maintain the landscape and responsible for the structure.  We have a walls in HOA for the structures.  Our roof has leaked once before where the strong heavy fronds hit the roof.  
  

  I asked the neighbor standing on the driveway with another neighbor and it came up that they have not received responses from the property manager either. 
  

  I prefer a new property manager.  This one has started off recklessly. 

   

• Initial Complaint

  08/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Patio balcony post is rusted and rotted. Many many complaints have been made yet nothing has changed. Recently the main bolt has rusted off and the pole is now no longer connected to the base.

  

  Business response

  08/30/2023

  Hello,

  Your complaint is being provided to the ***** of ********* for action.  Management does act at the direction of the ***** of *********.  Management will ensure that your complaint is provided to the ***** so that an update can be provided at the next board meeting regarding the *****'s intended action.  As Management acts at the direction of the *****, Management has no power to affect the outcome that you desire without the ***** of *********.  It is recommended that you contact your community association manager directly to find out the time and location of the next ***** meeting. 

  Respectfully

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am part of Yale ******************************* that is managed by The Management Trust. I pay $393 per month to support this association.My exterior fence is part of the Yale Estates Maintenance responsibility, and it is falling apart in multiple sections. I asked ************************************* via phone call and email on June 6 with one of the photos of the broken fence asking them to fix it (see attached). I was told they would schedule the repair.We are now approaching 3 months since this request and there is not repair or scheduling of the repair with an estimated completion date. In the last few weeks I have made repeated attempts to contact ****** and The Management Trust with no response at all. The company that I pay $393 per month to meet their service obligations is unresponsive such that my fence repairs that are their responsibility will likely never be completed.

  

  Business response

  08/31/2022

  Hello,

  I've been in contact with **************************** and he has informed me that he has recently responded to you and apologized for the delay in getting back to you.  He stated that the homeowners association is conducting the fence repair in phases.  Either he or your new community association manager will follow up with you to verify which phase will result in the repair of your fence as it may be decided at the September 2022 board meeting.  

  I want to echo ******************************** apology to you; I hope you find this response to your concern satisfactory.  There should be no communication delays in the future concerning this matter.

  Respectfully,

  ***********************************, EVP

  The Management Trust

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I live in Northwood Villas, and like many other homeowners my pool key fob has not been working. There was a mass email sent out in September 2021 with no follow-up whether it was resolved.I have called our community manager ***************************** and *****************************, and they do not return calls. I was transferred to a supervisor ******, and no response at all. I also tried emailing *************************************************** and absolutely, no response or acknowledgement.All I am trying to do is figure out is how to have our pool key fob work again. Email response is preferable.

  

  Business response

  04/21/2022

  Hello,

  Thank you very much for reaching out to us regarding this matter.  I have spoken with the customer support specialist for your community.  She will be contacting you today with the goal of completing your service request by tomorrow.  On behalf of my team, I want to sincerely apologize for the lack of response to your service request.  It is our goal to respond to our clients within one business day; again, my apologies that you didn't receive the service you deserve.  We will do our best to rectify this so that your future experiences are great ones.  Please reach out to me if you don't hear from my team by tomorrow, Friday, April 22nd.

  Best Regards.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to reach the management for 7 days. My car is at the dealership getting fixed (I have service records) and Ive been given a rental in the meantime. It will take 2 weeks to a month to get fixed. I was in touch with Patrol Masters that safelisted my vehicle until Monday and gave me the companys number and the managers number. I have been calling, leaving voice messages and even texted the number the recording suggests will get me assistance. Nothing has worked. I cannot park outside in the public park parking. It is unsafe for anyone at night and additionally Im an actual resident and have paid for my permit. I am not trying to break any law or be difficult. Its as simple as, the rental needs to park in front of my house as I wait for my car to get fixed. The towing for this community is exploitative and I am not paying $450 in case it gets towed. I have reached out and made all attempts to resolve this in a timely manner. If the towing company cannot take a break for a night then maybe our management company should not either. In the past, the tow truck has rammed into parked cars while trying to tow cars away and the cops were called for a hit and run. People have stated as their card details being stolen after making a payment to Athenian. This HOA is not supposed to be treated like this. Just because some residents are not board members, their needs should not be ignored. We are being managed by a ghost company. The pool has not been cleaned last year. The trash days have been changing to different days and then we have been getting citations. Is the management aware that the trash schedule has been off? During Covid we are all struggling so much however this community just does not care and where it counts and it needs to help, there is no way of contacting them. They are unable to help us due to Covid delay but dont reciprocate that consideration.They have made themselves inaccessible. After a week, I do not understand what I can do.

  

  Business response

  02/25/2022

  Hello,

  I sincerely apologize that you weren't able to connect with your management team.  I will follow up with them regarding this matter to ensure someone follows up with you.  I will be inquiring if you are able to be safe-listed while your vehicle is in the repair shop.  Meanwhile, are you able to park in the garage of the home?  

  Regards,

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

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

• Initial Complaint

  09/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/19/21, I submitted an inquiry to my HOA (Management Trust). This is what I wrote: When will parking lines be painted on the guest parking? It has been frustrating to witness one of our neighbors (746 N ********** double parking his personal vehicle and claiming it as it is his parking. He double parks when he leaves with his other vehicle and preventing visitors from utilizing the available space. He does this on a weekly basis when he leaves his home. Pictures attached are both his vehicles. It would be greatly appreciated if someone can remind the community regarding the parking guidelines. It is difficult for guest especially mine who are handicapped and I would have to tell them to park in front of the property as they are unable to walk a distant. Then I would relocate my guests vehicle to an available spot further away. Any help would be greatly appreciated as several other neighbors have voiced their concerns. I followed up again by calls and no one has responded since.

  

  Business response

  09/07/2021

  Hello,

   

  First, I wish to sincerely apologize for the lack in response.  That is not our standard practice.  Our goal is to respond within one business day; I'm disappointed to learn that you didn't receive a response within this time frame.  I will reach out to your community manager to discuss your complaint and request for information regarding the parking guidelines.   I'll reach out to you as soon as I touch base with your community manager. Meanwhile, I invite you to reach out to me as well in the future. I can be reached at ************************************************************************************.  You'll hear from me and/or your community manager by tomorrow (Sep. 8, 2021).

  Again, my sincerest apologies that you didn't receive the best customer experience.

  ***********************************, Division Executive Vice President

  The Management Trust

  Customer response

  09/08/2021

  
  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.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  08/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/20/21 I was a renter of a condo in *******, ** where The Management Trust provided *** services. On 7/20/21 a car of mine was towed, while displaying a parking permit that was expired, however the new permit wasn't delivered until the very next day. The Management Trust employs Patrol Masters who flagged the vehicle to be towed (which was illegally towed by another company than what is posted on the property) While waiting on Patrol Masters to do whats called a "garage inspection", a new safe list code apparently was sent by the *** to the homeowner and not to the tenants, even though The Management was well aware of who I was and had been in contact with me before. They are pointing the blame at the patrol masters, while also blaming the homeowner. I was well within my right to park in the permitted parking spot, and patrol masters takes orders from The Management. I am seeking a reimbursement for the $281 unlawful tow from a tow company not posted on property site.

  

  Business response

  09/01/2021

  Hello,

  The Management Trust does not employ Patrol Masters; the homeowner's association does.  As an vendor of the **** Patrol Masters has been contracted to provide patrol services and enforce parking compliance per the rules of the ***.  As part of their services, Patrol Masters also conducts garage inspections.  The homeowners association's responsibility is to communicate with the owners within the community, the owners in turn communicate with their tenants.  It is the responsibility of the owner of the unit to communicate all rules and regulations to the tenants (including parking rules).

  Before towing, Patrol Masters provides a notice unless a vehicle is parked in a fire zone.  Fire zones require immediate an immediate tow to ensure emergency personnel have access to the community.  With that said, I have communicated with the manager of this community.  She has advised that the safelist code that was provided to all homeowners in December 2020 has not changed.  She also stated that Patrol Masters attempted to reach out to you for a garage inspection but that you may not have been available.  Considering that you had the opportunity to have a garage inspection and that you were provided with a warning; neither the Association nor The Management Trust are responsible for your legally towed vehicle.

  Should you wish to pursue this further, you are welcome to provide a written complaint to the ***** of ********* to ask for reimbursement for the tow as the *** contracts with Patrol Masters.  You are also welcome to reach out to your landlord to seek reimbursement if you feel that you were not informed or aware of the parking rules and regulations.

  Regards,

  ***********************************, Division Executive Vice President

  Customer response

  01/21/2022

  

  Thank you for re-opening, please see my below rebuttal/rejection of The Management Trusts response that I sent on 9/8/21:

  
  

  The Management Trust is the 100% employee-owned ************* association, the Management Trust granted the parking permit and works directly with and does employ Patrol Masters. If Management Trust is the **** then to say Management Trust doesnt employ Patrol Masters is false. As a tenant, not an owner, the homeowner requested I deal directly with the Management Trust and this was granted as I was speaking directly with **************** and ********************  The Management Trust had no problem speaking to me freely and dealing directly with me by phone and email regarding the parking permit and other issues in the ************* of ********* I have reached out to the landlord who insists this is a matter of dealing with the *** who was given authorization to deal directly with me in this case. The landlord was a former board member on the *** and there was a level of trust and integrity met to authorize such communication with myself, the tenant.

   

  The fact of the matter is that the car was parked in a permit zone, not a fire zone, and while I was waiting for the garage inspection to occur with Patrol Masters and in contact with both Patrol Masters and The Management Trust about the delays in getting a 2^nd garage inspection (the first one, all four cars were not present because Patrol Masters showed up an hour late) everyone should have been on the same page about the incoming new permit. Its unfortunate that the *** and Patrol Masters decided to do a sweep on the night before I received the permit and it is also a concern of mine that it was potentially done out of spite. There was an SUV with a flat tire that had been parked in a handicap zone for well over a month and in deciding to finally remove it, they removed mine as well. 

   

  I was told by the manager of the community ****** that a NEW safelist code was also supposed to be communicated to me and that was withheld. The code happened to be the same, but it was told to me that it would be a new code. When I tried the old code, the Patrol Masters website did not accept it, and that would be another story that Management Trust partnered and contracted with a company like Patrol Masters whos website and safelist system works less than half the time. I am on a community thread where the people that live there complain constantly and cannot get access to their safelist access most of the time. Its ridiculous that I would be towed by a company who is also to blame for the shotty website and inconsistent availability to safelist my vehicle. 

   

  I believe The Management Trust owes me a full refund of $281 for the improper tow. This letter serves as a demand for $281 in costs for the tow and does not include the fact that Patrol Masters used a different tow company that is listed and posted on property. The tow yard was in a different area code over 10 miles away. I did not receive any notification of the tow prior to being towed either. Should The Management Trust like to seek judgment and reimbursement from Patrol Masters for their errors, they should contact them. I will await the BBB resolution of this matter and continue to seek restitution for the wrongful and predatory tow of my vehicle. Please contact me at the number below or my email address of my forwarding address if you wish to send the $281 by check. 

   

  Thank you for your attention this matter. 

   

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

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

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

  

  Business response

  01/26/2022

  Hello,

  To clarify, The Management Trust does not employ Patrol ************** ********* of ********* contracted with Patrol Masters to provide services to the homeowners association.  Our team has been provided with email correspondence between you and Patrol Masters where Patrol Masters wrote to you that the, "ONLY vehicle on the safe list was your Jeep because that is the vehicle you will be getting a permit for.  I also asked you what night would be best for you to have the 2 vehicles in the garage and the Jeep will all be present.  I have yet to get a response from you to reschedule.  The vehicle that was towed is your Camry you were advised a second permit will not be issued."  In a separate email correspondence on the same date (July 20, 2021), Patrol Masters further stated, "Patrol Masters will not take accountability for a vehicle being towed when you were advised that your ****** was not on the safe list and only the Jeep was.  You were also advised by both myself and your Management Company only one permit will be issued and you stated on a recorded line that you want the Jeep to have the parking permit the Jeep has been on the safe list during this time....Please keep in mind that it is the responsibility of the registered vehicle owner to keep the ****** on the safe list or park outside of the community."

  The Management Trust is not responsible for reimbursing you for the towing of your vehicle.  If you wish, you may continue the appeal process with the ***** of ********* of your homeowners association or you may submit an appeal to Patrol Masters.

   

  Respectfully,

  The Management Trust, ******************* Division

*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. ↩