Complaints

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  The English Ranch South HOA has been a client of Mastino Management for several years now, and I am a member of the *** HOA ****** ******* was reasonable until January 2022 when manager ************** left. Since then, the service that *** receives from Mastino has degraded to poor and almost non-existent. 1. The entrance sign repairs mentioned in another review have still not been completed - 1.5 years later. Mastino failed for months to pay the invoice the lettering vendor supplied. It was only after the Board contacted the vendor and Mastino that the problem with the payment was understood and paid, yet it is still not installed. 2. Financial reports to the *** have been posted 1-2 months late on the Mastino portal since May 2022. 3. As of June 12, Mastino has yet to secure a contractor to mow the common areas of our neighborhood. Mastino failed to contact the previous summer's contractor and realize that they were no longer in business. Despite being notified of this situation by the *** *** on May 11, 2023 and several follow-*** in the last few weeks, Mastino has still not contracted anyone to mow, and the grass/weeds are now over two feet high in places.

  Business response

  06/12/2023

  This post does not warrant a response after the way that **** behaved today. They are making personal attacks and Mastino is no longer their managing agent.  Posting an email about their lawn service and not having a landscaping contract in place is an example of abuse. I don't mow and the Board hires the contractors. The Admin had a personal emergency on Friday and had to take some time off for personal reasons.  That was unacceptable to this group.  The financials are all on the portal and have been there for nearly a month.  BTW, your community did not like ***** H either and how she had such a conflict of interest.  I have offered to finish up by doing the fencing work and other items, but can't get a response from the board.     

  Customer response

  06/12/2023

   
  Complaint: 20176662
  
  I am rejecting this response because:  I did not make a personal attack, I called Mastino at 2pm and simply stated the facts as captured in this complaint and asked to speak with owner ********************  I was told that he would return my call, but have not received a call back yet as of 8pm.  Mastino is still the English Ranch South managing agent through the end of July.  It is not abuse to state facts about not having a lawn mowing contract that Mastino is responsible for ensuring is in place, failing to do for this season and failing to secure a new contractor for the past month - it is neglect by Mastino.  The *** board is not responsible for securing this contractor, only approving the contract that Mastino is responsible to secure.  I can understand a personal emergency for one of Mastino's staff late last week, but why wasn't a new mowing contractor secured between May 11 and this personal emergency on June 8?  Or why didn't another Mastino employee step in during the past two days to finalize securing a contractor?  The financials for multiple months over the past year have been 1-2 months late as shown in my attachment.  The May 2023 financials are not yet on the portal.  ********* has quickly responded to all questions from Mastino about the mowing needs and the entrance sign work that needs to be completed.  If you would like, I can attach the long list of emails confirming these responses.

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

  Business response

  06/14/2023

  **** is abusing his position being on the Board and posting information that the Board decides upon.  They hire the landscaping and had no problem hiring a neighborhood kid to mow the grass.  So, expecting my staff to jump through hoops when this contract has been terminated, makes no sense. Then he takes to the BBB to post information that is not factual as is showing the Board portal and not the Owner portal.  Financials are not due to be delivered until the 20th of the month. And with the former managing agent were not even done on a monthly basis.  So, this is just his ***** retaliation. 

  Customer response

  06/19/2023

   
  Complaint: 20176662
  
  I am rejecting this response because it does not address they issues - it only makes invalid statements and excuses.
  

  ********* is the representative of the English Ranch South HOA as the customer for ********************'s ********************** services, so following up on this service complaint is not an abuse.  The attached contract between Mastino and ERS shows in section 8.1 that Mastino is responsible to "solicit bids, and negotiate contracts for execution by the Board for the services of contractors" and that "Mastino will maintain a contract log and 90 days prior to expiration will present the contracts to the Board for input on whether the Board wishes to put a contract out to bid."  ********* cannot execute a contract since Mastino has not completed its responsibilities to renew or find a new contractor.  ********* hired someone from the neighborhood to mow the grass mid May on a one-time basis because the mowing was a month overdue.  The management contract with Mastino has not been terminated - as shown in the attached document, notice was given on May 2 to terminate the agreement effective 8/1/2023, so it is still in place through the end of *********** ********* is not asking Mastino "to jump through hoops", it is asking Mastino to do the work is contracted and paid to do.

  As shown in the prior attachment, in several cases financials were posted over a month late by Mastino, for example February 2023 results posted on 5/17/23 - per section 5.5 of the management agreement "The Managing Agent will provide information, reports, specifications, financial statements, plans, meeting minutes and updates to the Board or a designated Board liaison monthly. This will be done by providing a monthly board update delivered electronically by the 30th of each month".

  I called the Mastino office on June 12th and asked to speak with **** Mastino.  I was told he would call me back.  Since he did not, I called again on June 16th and again asked the office manager to have **** call me.  **** has still not called.

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

  Business response

  06/23/2023

  To continue to engage with this person only means that we are wasting time on someone that clearly is abusing his position on the ***** of ********* and that does not realize that he needs to move on. A new landscaping company was approved by the ***** President this week because the ***** makes the hiring decisions.  The financials were posted and have always been posted and most of his issues are *****.  We wish this community the best of luck and hope that ********************** stops harassing us.  

  Customer response

  07/12/2023

   
  Complaint: 20176662
  
  I am rejecting this response because Mastino is still the management company for English Ranch South HOA, so asking them to do their job is not harassment.  The board's issues with Mastino are key services not "***** issues" they are obligated by contract to provide including regular and timely financial reporting, contracting to repair the sign and solar light and contracting for the mowing.

  1. Mastino's claim that "the financials were posted and have always been posted" is false.  The May financials for ERS have not been posted as of July 12 (see attachment).

  2. The sign lettering was finally installed last week, but it is crooked and the solar light has not yet been repaired.

  3. Mowing was started last Monday July 3, but only about 1/3 of the area was mowed and the contractor has not been back since.

  Sincerely,
  

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

• Initial Complaint

  05/08/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have lived in South English Ranch for four years. ** April 2020, Mastino Management took over as the new management company. On July 31, 2020, a letter went to homeowners for a temporary increase in dues; a majority of which was for refurbishing the neighborhoods entrance sign. The sign was completed in the Fall of 2021. However, on December 31, 2021 and vehicle crashed into the sign. It is now May 8, 2023 and the sign has not been repaired. Up until six months ago, the sign was still a pile of broken bricks. After numerous complaints the wall has been repaired, but not the signage or lighting or landscaping. Mastino Management does not return phone calls. Neighbors are wondering where the insurance money has gone and why, 17 months later, the sign is still not repaired?The residents of English Ranch South would like an explanation and update from Mastino Management, ideally in writing--mailed to all homeowners.

  Business response

  05/19/2023

  This person does not have her facts straight and she has not participated in any of the meetings or been involved.  It took the person that caused the damage over 8 months before the insurance company paid out. We had to fight for the monies as they offered a very low ball offer. 

  Since the community has taken to harassing the contractor, the sign person is not willing to work extra when people have been nothing but disrespectful.  The sign production and delivery are completely out of my hands. There was a misunderstanding that the sign was in production, and he was awaiting payment, but had not billed the *** and so I wasn't aware that he was waiting for the payment before starting a new fabrication of the sign. That is the only delay that I am responsible for. 

  I have done all that I can and we check in weekly with the sign person and ************************ is just waiting for the sign to be delivered. No one wants this project completed more than we do. 

  Customer response

  05/22/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/22/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My husband and I live at the Peninsula subdivision at ********* Community in ***********, **.Mastino management was the *********************** (HOA) management company for 2021 and sent emails to residents notifying them of new *************** for 2022 knowing they wont be managing our HOA in 2022. I paid our dues of $640 to Mastino on January 4, 2022. Unfortunately, when I made our 2022 dues payment, I did not realize that our HOA had changed our management company to M&M Property Management Company at the end of 2021. I have made numerous calls to Mastino management company (*******************************, account manager, among others) and they advised me that they would transfer my payment to the new management company, but to date (as of May 23) they have not transferred my $640.00 to our current management company (M&m property management : ***** ************************************************************). I am asking for your assistance in getting Mastino Property Management Company (our former management company) to transfer our *************** to M&M Management Company (our current management company). Thank you very much for your help.Thank you.***** and ***********************

  Business response

  05/22/2022

  This has been explained to *************** and all the payments and credits were transferred to the new management company as of February 2022.  

  ************** went into the Mastino portal and made a payment when Mastino was not the management company and paid a large amount for her annual dues in ************************************ accounts were closed after she paid and we have sent the ledgers and prepayment reports twice.  In fact, we had to re-open the software to make this happen. 

  If this customer does not have her proper credit, she will need to work it out with the new managing agent.  I have attached the ledger balance after her transition and this information was sent to the new managing agent as of 2/28/2022. 

  I hope ************** is able to receive the proper credit and I have attached the ledger to reflect that she was given proper credit by Mastino. 

  Customer response

  05/23/2022

   
  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.  Our payment to our prior HOA mgt. company has now been posted to our current HOA account.  Your assistance was instrumental in getting this action taken.  As it turned out, our prior company has transferred our funds to our current HOA management company in February, but the transfer had not been posted to our current account.  Thank you very much for your help.
  
  Sincerely,
  
  ***********************

*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. ↩