ComplaintsforPriority Property Management

• Initial Complaint

  06/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I live in a condo with an HOA that I pay a monthly fee to. I their rules and regulations it says they are supposed to take care of the property outside my dwelling. I have a 40 year old sidewalk that is worn in and needs repair, however they said that they will not pay to have it repaired. They said that I would have to pay to have it fixed.

  

  Business response

  06/10/2024

  This review is not valid. This homeowner does not understand on how homeowners association operate, the ***** makes all decisions; Management does not make any decisions. Management facilitates the flow of information and communication from Owners to the ***** and from the ***** to Owners. The ***** denied replacement of the sidewalk because after multiple inspections they found nothing wrong with the sidewalk other than the typical cracks you see on a Colorado sidewalk after 38 years but it is still sound, with no tripping hazards. The owner demanded it be replaced and even stated he would replace it himself, he was given approval to replace the sidewalk nearly a year ago but would rather fight the ***** through management even by way of this review. Owners who have requests, concerns, or complaints must submit to the ***** of ********** or attend a ***** meeting and this owner has never once attended a ***** meeting since purchasing in 2019.  

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PPM is trying to charge me a random fee of $300 after I called the emergency line when my house flooded for the second time. I did not use any services offered through PPM or ********************* because of her way of handling the situation I felt safer to use my own sources. The company has no policy in place that states there is a $300 emergency line fee, and refuses to send supporting documents, which I have requested numerous times that she provide proof. When I asked for proof of her authority to charge me she said she needed to contact her attorney to confirm authority meaning she is unsure she even has the authority to begin with and lied in her email about it, I never received an update with documentation. This is monetary punishment, for absolutely no reason at all. I used the emergency line for an emergency. and used my own sources after the call because I did not feel safe to continue to work with *****.They have no routine maintenance policies for the **** my house flooded and it was deemed unsafe for my contractor to go on the roof because of months of maintenance neglect from PPM. This is neglect to my house that I own and community I live it and I do not feel safe with her and her business. I am requesting this $300 charge be removed immediately or legal proof she can charge me for my emergency phone call that was in fact an emergency and ended up being handled by my HOI, I have gone over the *** handbook and regulation documents and there is no statement allowing her to do this, I have provided proof of emails and account documents stating the charge for a 2 hour call along with the call log of the actual duration of the call.

  

  Business response

  03/15/2024

  This owner called the emergency line on Saturday, Feb 17,24 at 5:30AM, saying she had a roof leak that flooded her unit. PPM spent 2 hours finding an available contractor and by then she stopped answering her phone. She must have discovered after reporting the emergency it was not a leak the association was responsible for; it is assumed it is the reason she stopped answering her phone. She finally responded via text saying she would have her contractor handle it.
  
  As stated in our management agreement, after-hours calls are billed at $150/hr. PPM charged the association the 2 hrs. ***** consulting with legal counsel, the Board charged the owner the fee, as she caused the expense and became 100% unresponsive after reporting the emergency. ***** she found out her account had been charged, she sent a plethora of emails trying to engage PPM into a back-and-forth debate/fight, which we would not engage in. This review was made because we were not going to fight over email as she wanted us to do. She was told several times the charge was a Board decision and she could discuss this with them at the March 11th meeting, as shown on her attachments on her review of PPM.
  
  The Board explained at the meeting why she was billed, which they did this after consulting with legal counsel. The Board also advised she might be charged the legal fees to prepare the response she demands after the meeting. To date, the owner has yet to inform PPM or the Board what caused the leak, which leads everyone to believe this was never an association related issue. 

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have officially notified the *** of several items which need repair. The most critical of which is the broken sprinklers which daily bombards my vehicle with a hose stream of water. They have had this information for over a week and refuse to correspond or talk to me. This *** just raised their rates 50% and they cannot fix a broken pipe? I am not the only victim of this ***. I believe that an audit and investigation into this company is warranted.

  

  Business response

  05/18/2023

  This owner sent a non-emergency email on Saturday the 13th, again on Sunday the 14th, and again on the 15th.  Management has had their hands full with irrigation being turned on in all communities, as well as handling flooding all over the city after having more rainfall than we have had in 8 years. The owners emails were answered today, which was 3 working days, this is not over a week. The owner has never called our office or emergency line, how can we refuse to talk to someone who has not called?
  Volunteer homeowners make up the ***** of ********** The ***** sets the budget & the assessment amounts, NOT management, we are facilitators no decision makers. The assessments did increase by $50 per month, had it gone up 50%, the assessment would have increased by $146.50 per month.
  This owner has lived in this community for less than a year and has never attended any of the monthly ***** meetings,nor requested any past financial records, past minutes to make such a claim as being a victim and a statement like an audit is warranted to investigate PPM,our funds are never co-mingled. The owner should have researched prior to purchasing in the community.
  This owner was sent a violation letter to replace a window which is deteriorating in the back of her unit just a few weeks ago, seems as if this complaint is retaliation against management for doing exactly what we were hired to do. PPM considers this complaint invalid and complete retaliation.  

  Customer response

  05/18/2023

   
  Complaint: 20071277
  
  I am rejecting this response because: this complaint is not in retaliation.  I contacted the *** and didn't receive any response.  I ended up calling ****** to see how to complain about *** s, I called the utility company to see if they could resolve the issue.  I called the senior offices to see if I could get some kind of response from the ***.  I called the police department.  

  This *** refuses to let the residents know who the board members are and how to contact them.  I had nothing else to do but file a BBB complaint.  

  So I reject this response.  My water still sprays directly into my car.  Her response was that I didn't have a valid concern and my vehicle was not being damaged totally ignoring my concern.

  I have only resided here for 8 months and have noted an incredible amount of violations that never get resolved.  Yet I'm persecuted for a barely fogged window that the landscapers damaged but she will not accept responsibility for this.  It's never the *** s fault.  The entire *** is creating a toxic environment in the complex.  Other neighbors with concerns are moving or after of retaliation from this individual.

  I reject the response from the *** accusing me of retaliation.  I believe I am pursuing all avenues to rectify situations the *** is responsible for handling.  Some residents in the complex have been waiting two years to get some type of resolution.

  I still feel that this *** should be investigated for discrimination, unprofessional correspondence and the deliberate ignoring of some work orders while attending to others.  An audit would also be in order to determine why such a high special assessment was was levied on the residents in addition to a $51 increase per month for ***************.  

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

  

  Business response

  05/18/2023

  I have provided both complaints to ***** of ********** they are not happy with the amount of fabrication by this owner and have requested this owner be present at the June meeting, to discuss her issues during executive session as the state requires. All owners have been provided with the names of the ***** of ********** the members names are on the agenda sent to every owner every month,and this owner has opened all of those emails. This owner has never attended a ***** meeting nor the annual membership meeting.

  Currently there are 75 open violations. Since January 1st there have been 118 violation letters sent. Several were for old wood windows,in the exact same condition as this owners window. The other owners have replaced their fogged windows, this owner claims the window was damaged by the landscaper with no proof and no witnesses, not even herself. The window is 40 years old, it is fogged because it is old and worn out. No one is being persecuted,nor singled out. This owner responded to the violation 72 hours after it was sent, not unlike the response time I had in answering her most recent emails. The owner informed me she needed an extension and I have been accommodating.

  
  Management is addressing violations in the manner in which is allowed by the *****************. If this owner feels the enforcement is taking too long she can file a complaint with the Governor who signed House **** **** into law on August 10, 2022.

  
  There has not been any discrimination, nor any unprofessional correspondence. This owner does not understand the way a homeowners association works.  The ***** makes the decisions,management carries out their decisions, I facilitate.

  
  PPM does not consider this a valid complaint.

  Customer response

  05/18/2023

   
  Complaint: 20071277
  
  I am rejecting this response because:  I personally spoke with the President of the Board who acknowledged that all of my concerns were valid.  Some will be addressed at the meeting and some before.  My complaints were NOT fabricated nor was this deserved complaint filed in retaliation.  I had just exhausted all of my options for getting the broken sprinkler which was gushing water fixed.

  I reject this response from the business that I fabricated the photos of the existing problems on my property which were provided to the HOA.  I still think an investigation into this HOA and how they do business is warranted.  I'd like to see a full audit and investigation into the practices of Priority Property Management.  

  All I can say is thank goodness the President of the board is kind and understanding and agreed my concerns warrant fixing and resolving.

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

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Priority Property Management is my HOA. I have called and emailed for weeks trying to seek help with no response. Their office is only open by appointment which I cannot even set up. I am out of options. This is an ongoing problem I have had with this company for almost 2 years now. They are terrible at their jobs, not responsive, and ignore maintenance requests time and time again. I pay $205 a month to this company and they pretend we don't exist. I need help.

  

  Business response

  06/24/2022

  We got one voicemail which we could not respond to on June 15th because her voicemail was full.  Then today after I answered the complaint, she emailed accounting and me saying she has called multiple times, messaged, emailed, left voicemails for the past 3 weeks.  First, we do not show any other calls from this owner except on June 15th, we can see all calls in and out of our office for the 7 years. All voicemails are kept indefinitely. There is no way to message us, so the owner did not message us as she claims. The first voicemail was about a parking permit, there was nothing to repair as she is claiming.
  

  Customer response

  06/24/2022

  Complaint: 17468255
  
  I am rejecting this response because: The statement is false.  I work remotely and live by my cell phone.  The voicemail box has never been full.  No attempts at messaging me back or returning my multiple voicemails were made until today, the day after I filed the complaint with the BBB. They reached me just fine this morning after seeing the issue with the BBB.  They state there is no way to message them which presents a separate problem.  On their website there is a link to contact them here: https://prioritypm.net/contact-ppm/ .  That also means that email direct messaging isn't working for their team which is a problem, in which that is also a direct message option on their website and was used by me. The homeowners portal is also down and has been down for a while and will remain down until September is what they said.  So, the only way to get assistance is to call or email, the office is not open to the public. I called every extension separately every other day for 3 weeks with no answers.  I left 3 voicemails even though their VMs say please only leave 1 we will respond in 48 hrs. If my VM was in fact full, they have my email & address on file associated with my cell phone, and I'm sure they could also text me.

  I wish they would reflect on their business practices instead of saying the complaint is invalid or making up excuses on why they were unable to contact me. This is not the first time I've had issues with follow up, communication, and resolution with this company.  I don't believe they have earned their A+ rating and that it should be re-evaluated. I have neighbors with similar complaints. That *** be my next step, informing my community that we can speak up against this poor management here on the BBB.  I feel hopeless to see change otherwise as they will continue to deny any complaints and **** them all as invalid as I'm sure they will respond to this in the same manner.

  

  Business response

  06/24/2022

  The voicemail was absolutely full and we could not leave a message. Two different people spoke to you today and discovered you are upset because you requested grass be planted in front of your home and the ***** repeatedly denied the request, not just your request but every request made for grass was denied. Management does not make any decisions, this is up to your ***** of ********** It appears you are upset with the ***** of ********** not us. There is nothing we could have done for you, all requests like this go through the *****. You are more than welcome to attend the ***** meeting and discuss this with them, all owner get an email with the meeting information a few days before every meeting.  This complaint is not a valid complaint against PPM.

*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. ↩