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:12/26/2024

  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.

  Since 2021, my repeated pleas for gutter / window maintenance went unanswered. The neglect culminated this past summer, just before the Fourth of July, when torrents of water breached my closed bedroom window, saturating the carpet and subfloor. The resulting stench rendered the room uninhabitable. Despite immediate notifications, the management’s vacation schedules left me in limbo for weeks, forcing me to abandon my bedroom for two months. When replacements finally arrived, the disparity in carpet quality between the hallway and bedroom was glaring. The deck replacement brought further turmoil. Workers inadvertently sliced through my dining room floor from the outside, leaving unsightly gashes inside. To add insult to injury, I was required to supply the flooring materials for the repair. Their initial plan to lay new flooring over a subfloor compromised by years of gutter and window neglect was halted only after supervisory intervention. The so-called window “upgrade” downstairs is a farce; it barely opens a quarter inch, stripping away functionality. The front balcony teeters on the brink of collapse. Despite my deck’s advanced state of decay, it was conspicuously omitted from community-wide renovations. This oversight nearly resulted in injury to my boyfriend, who, while recuperating from hip surgery, narrowly avoided a fall due to a rotten step. As I prepared to sell my unit, I was blindsided by complaints regarding a patio and furniture that existed long before my ownership, dating back to my rental period. These elements had passed numerous inspections by both management and the board without issue. Now, I’m mandated to dismantle the patio, remove the furniture, and strip paint from the deck—demands that impose financial burdens and impede the sale. This erratic enforcement and opaque communication foster a sense of discrimination, particularly as other residents enjoy personalized setups without reprimand.

  Business Response

  Date: 01/03/2025

  Thank you for bringing your concerns to our attention.

  In 2021, Elite Property Management, LLC. was not the management company for *** *******. The community elected an entire new Board of Directors, and they hired Elite as their new Property Management Company in the Spring of 2022.

  Upon assuming management responsibilities, we were made aware of a deferred maintenance report totaling $13 million. This included significant repairs, such as those needed for gutters and windows, which the Association was unable to address due to financial limitations. As a result, obtaining a bank loan was necessary.

  Elite Property Management, LLC. initiated the process of securing a $3.5 Million bank loan, which the majority of unit owners approved on May 15, 2023, allowing essential repairs to begin. The work commenced with the property on ******** *****, including ** ******** *****, one of the first units to undergo repairs.

  While I am entitled to take vacations, I want to assure you that there was no delay in responding to *** *******’s concerns. We promptly notified *** **** ******** * ************* ***., the contractor hired by the Association, to address the issues raised. *** **** ******** * ************ worked diligently with *** ******* to ensure the necessary repairs were completed to her satisfaction. It is worth noting that these repairs were related to issues that predated Elite Property Management's involvement.

  *** ******* initially expressed satisfaction with the work completed in her unit. However, she has since indicated dissatisfaction. To clarify, the Town of Cromwell's Building Department inspected and approved the front walkway and balcony deck after construction was completed. If *** ******* has any further concerns regarding these repairs, we recommend she share these concerns with the Building Department.

  Regarding the replacement of windows in *** *******’s unit, these were necessary to replace due to the age and condition of those windows. To our knowledge, there have been no complaints regarding the carpet replacement, which *** ******* had previously approved.

  It appears that *** *******’s current concerns may be related to her request for a resale certificate, which she is seeking in connection with the sale of her unit for $309,000—an amount significantly higher than the unit’s previous value, due in large part to the extensive improvements made to her unit.

  We would like to address the matter of a patio and furniture that were placed in a common area without the necessary Association approval. The front walkway, which was stained on new lumber, requires 6–12 months of “seasoning,” and *** ******* has claimed that a neighbor did the staining. However, after consulting with the Association’s attorney, we have been advised that this matter must be disclosed in the resale document to ensure the new unit owner is aware of this issue prior to buying and will bear the responsibility of the cost if this is not addressed prior to the sale.

  Please be assured that there is no discrimination or unfair treatment toward *** ***** by either the Board of Directors or Elite Property Management, LLC. We continue to work in good faith to address all concerns brought forward.

  Thank you.
  Ken K*****, CMCA
  Community Association Manager
  
  Elite Property Management, LLC
  ************** ** *** ****** ********* ***** *** ************ **  ***** ******  ***** ******** *** ****  ***** ********

  Customer Answer

  Date: 01/13/2025

  
  
  My Complaint
  1.Gutter Complaints (2021 vs. 2022)
  While Ken is correct that Elite Property Management, LLC was not managing *** ******* in 2021, my gutter complaints began in 2021 and continued each year thereafter. Despite repeated attempts to address the issue, no one had resolved the root cause of my concerns. This ongoing neglect spans the transition of management to Elite Property Management.
  2.Repairs on ******** *****
  Ken claims that my unit, ** ******** *****, was one of the first to undergo repairs. This is false. While ******** ***** was the first street addressed, my unit was skipped over entirely, even though the steps were completely rotted and posed a safety hazard.
  3.Delay in Addressing Concerns
  Ken stated there were no delays in responding to my concerns. However, it took over two months to address the issues in my bedroom, leaving it uninhabitable during that time. This cannot be characterized as “working diligently” or “promptly.” The delay caused significant disruption and demonstrated a lack of care for my living conditions.
  4.Satisfaction with Repairs
  Ken asserted that I initially expressed satisfaction with the repairs. This is a mischaracterization. I was excited to finally move back into my room after being displaced for two months, but this does not mean I was satisfied with the quality of the work. For example, the carpet padding is substandard compared to other rooms in my unit, and I was not included in any discussions about padding quality.
  5.Impact of Renovations on Unit Value
  Ken claims that the renovations significantly increased the value of my unit, which I am selling for $309,000. This is incorrect. Unit prices were already selling higher than this amount prior to the renovations. These repairs did not meaningfully increase the value of my property.
  6.Deck Painting Issue
  Ken referenced an issue with deck staining and claimed I was responsible, even suggesting this must be disclosed in the resale documents. However, this staining was done by a neighbor, not me. It is the responsibility of the management company, not individual owners, to handle such matters. Holding me accountable for actions I had no involvement in is unfair and unreasonable.

  
  7.Discrimination Allegations
  Ken’s claim that there is no discrimination or unfair treatment is contradicted by the actions of Elite Property Management and the Board. I am being charged over $3,000 for an issue caused by a neighbor, which is not my responsibility. This demonstrates clear discrimination, as the charges should be applied to the individual responsible, not to me as a unit owner.
  
  
  Conclusion
  The response provided by Ken contains multiple inaccuracies and misrepresentations. My concerns have been repeatedly dismissed or inadequately addressed, causing ongoing stress and financial burden. I respectfully request that the BBB hold Elite Property Management accountable for their actions and ensure a fair resolution to my complaint.
  

  
  

• Initial Complaint

  Date:05/23/2024

  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.

  Elite is supposed manage the property at ******* ******* ****** in ********** **. But on behalf everyone we have called and haven't seen anything done. 1 - the grass hasn't been cut in over a month 2 - the bushes haven't been trim since Elite took over the property 3 - we have weeds growing all over the small rocks in front of all the condos 4 - Elite is supposed to spray for ants but that doesn't happen until we call when the bugs start coming into the condos 5 - we have pot holes in the drive way Every year its the same issues with Elite

  Business Response

  Date: 06/03/2024

  Stewart,

  Landscaping:
  1.  Grass was last cut on 5/7 following the Spring Cleanup which was done the end of April due to all the rain.  Although the little weeds that grow up were all over like crazy (the fuzzy headed ones).  While the grass had barely grown.
  2. The weather pushed them back from week of 5/13 due to weather constraints
  3. This has been done as of May 27, 2024.
  
  Pothole patching:
  1.  Is on the list to be done soon.  It was to have been taken care of last week but I won’t be out there again until beginning of June.  I will have to follow up on this one.
  
  Bug Treatment:
  1.  There is no bug treatment program.  If a unit has an infestation of any kind it is treated on an individual basis when we receive a call.  This is how it works there so the Unit Owner must call in the issue.

  Thank you.

  Ken K*****
  Managing Director
  Elite Property Management, LLC
  ************** ** *** ****** ********* ***** *** ************ **  ***** ******  ***** ******** *** ****  ***** ********

• Initial Complaint

  Date:06/07/2023

  Type:Billing 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.

  they are charging me late fees $25 x3 Attoenry fees $550; title search $225 I should not be paying this due to it not being my fault. They did not send me adequate communication, nor did they make sure that I was receiving the mail. I still did not even receive a June statement as they are claiming they were sending statements. I have no reason not to pay my association fee. I have been paying it for over 2 years. They should have contacted me instead of sending my information to an attorney who is charging me such high fee. I have proof that others are not getting the communication as well. One of the board members stated that to me in his text.

  Business Response

  Date: 06/20/2023

  Good Morning,
  
  The owner enrolled to process automatic withdrawal of their monthly common fee through Imagineers. On Friday June 2, 2023 the owner emailed **********, the previous management company, regarding their delinquent account in arrears since in 2021. ********** forwarded the email Elite on Friday June 2nd at 7:15 pm. Attached is a copy of the entire email thread.
  
  The welcome packet that was mailed to all unit owners on January 12, 2023, contained information about HOA payments, the monthly amount, 5 options on how to make the monthly payments, a registration form, to complete and provide us with the most recent owner contact information to keep on file. Attached is a copy of the welcome packet.
  
  Elite mailed statements to the owner on: March 1, 2023, April 18, 2023,  May 18 2023, and a demand letter on April 28, 2023. Once an owner is placed in collections, they will receive demand letters directly from the Association’s Attorney. Attached are copies of each document.
  
  Elite did not receive any correspondence from the owner until ********** provided the email on June 2, 2023; even though all correspondences from Elite were mailed directly the unit address.
  
  Elite is not obligated nor responsible for an owner not viewing their account in a timely manner to ensure their HOA account it current. The owner responded, 5 months after their last payment, which was processed (in January), through auto withdrawal by **********, before responding to their delinquent account on June 2, 2023.
  
  According to the owner, “My neighbor who is on the board stated that my name was not included in the delinquency report or violations letter.” Attached is a copy of the reports from March 2023 and April 2023, showing unit G06 on the reports.
  
  It is not the intent of Elite Property Management to discriminate against any homeowner. It is our intent to uphold the Rules and Regulations as well as the Collection Policy implemented by the Association to ALL unit owners when applicable. On June 5, 2023, at 11:54am, ***** ******* was provided with a copy of the collection policy for their record. Attached is a copy of the collections policy for unit owners.
  
  Sincerely,
  Ken K*****
  Managing Director
  
  Elite Property Management, LLC
  [email protected]
  39 New London Turnpike, Suite 330
  Glastonbury, CT  06033
  Phone:  (860) 430.6640 x11
  Fax:  (860) 430.6646
  
  
  
  

  Customer Answer

  Date: 06/26/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I have never received a welcome letter nor any statements from Elite management company as they claim.  If they were mailing the statements to me, I would have at least received something.  I wrote an email to Imaginers as I did not know of any changes.   The board also did not have any information that apt G6 is delinquent.  Instead, Elite send my non-payment to an attorney, and I ended up with a cost of almost $1000 in fees.   Again, no one reached out to me via phone or email if they knew payments are not coming.  As a new management company they should have taken an extra step to ensure I was communicated to.  I have always paid for my association fee since being an owner.  In fact, I overpaid one payment which looks like I lost that also.   They would not even speak to me until the payment was made.   Their reviews are horrible, and I intend to get a story to the news about this.   It is not fair to what they did and totally ignored my concern.  
  

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

  Business Response

  Date: 06/27/2023

  To Whom This May Concern,

  1. Elite Property Management does not control the Post Office and as stated previously, why did it take Ms. ***** 5 months to realized that her payments were not being withdrawn automatically.
  
  2. As mentioned previously the Board of Directors receives in each Board packet a delinquent report. My previous response had a copy of those delinquent reports which list Ms. ***** **** ** as delinquent.

  3. Ms. *****, did not submit a registration form. As mentioned previously, we had no contact information. We had not heard from Ms. ***** until she reached out to the prior management company, “5 months later”.

  4. Elite Property Management has mailed Ms. ***** all correspondence, all statements, and demand letters. Elite Property Management also requested a registration form twice. The unit address is all we had in order to communicate with Ms. *****.

  All documents were mailed to the unit and each document was attached in the previous reply. Elite stands by what was stated. 

  Ken K*****
  Managing Director
  
  Elite Property Management, LLC
  ************** ** *** ****** ********* ***** *** ************ **  ***** ******  ***** ******** *** ****  ***** ********

  
  

  Customer Answer

  Date: 06/27/2023

  
  Complaint: ********

   

  1. Elite Property Management does not control the Post Office and as stated previously, why did it take Ms. ***** 5 months to realized that her payments were not being withdrawn automatically.
  
  2. As mentioned previously the Board of Directors receives in each Board packet a delinquent report. My previous response had a copy of those delinquent reports which list Ms. ***** **** ** as delinquent.
  3. Ms. *****, did not submit a registration form. As mentioned previously, we had no contact information. We had not heard from Ms. ***** until she reached out to the prior management company, “5 months later”. 
  4. Elite Property Management has mailed Ms. ***** all correspondence, all statements, and demand letters. Elite Property Management also requested a registration form twice. The unit address is all we had in order to communicate with Ms. *****.
  All documents were mailed to the unit and each document was attached in the previous reply. Elite stands by what was stated. 

  
  
  I am rejecting this response because:

  1.  ***** does not control the post office mailings either.   ***** always gets all of her mail including bills.  ***** never has anything delinquent nor does she has any intention to, especially the association fee. ***** had an automatic withdrawal which never failed previously.  ***** did not have to worry about it prior to Elite taking over.   ***** did not change bank or account number. 

  2. Per one of the board members he stated that he never saw any delinquency regarding unit G6.  I can only go by what he told me.  I will definitely ask him again.

  3.  No registration form was asked of me until the week of the letter from attorney.  This was at the end of May of 2023. The letter stated that it was a 2nd notice.  Where is the 1st notice? By that time I already contacted the attorney.  Again, I did not receive the 1st notice.  I had an automatic withdrawal which never failed previously.  I did not have to worry about it prior to Elite taking over.  I reached out to old company because I did not know a new one existed and I will stand by my statement.   

  4. Elite Property Management has failed to communicate with me.   They are giving a false statement that they were sending information via mail.  The proof is the letter from attorney which I received without any issues.  Elite had the option to send a certified letter if they were not getting payments or any responses.  My phone number is also on file.  Elite Property Management is a very poor managing company.  They are a new company to our complex and should have taken an extra step to contact me.   For someone who makes all payments to not making payments is very odd and obviously something is going on.  Again, I do not control the post office either and nothing was send to me certified mail.   Again, one of board members stated to me and I have proof that he never saw any delinquency for apt. G6.  I feel that I should not have been charged the fees.  It is not right and it was not my fault.  I am requesting a refund of the fees I paid especially for the attorney.  This is extreme and it should not happen.  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 06/27/2023

  To Whom This May Concern,

  Elite Property Management has no further comments at this time.

  Thank you.

  Ken K*****
  Managing Director
  
  Elite Property Management, LLC
  ************** ** *** ****** ********* ***** *** ************ **  ***** ******  ***** ******** *** ****  ***** ********

• Initial Complaint

  Date:10/05/2022

  Type:Billing 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.

  Something has to be done about the shady business elite property management is running. You can also see the negative reviews on ****** about this company. They should not be in business. We just canceled our contract with them and they are withholding 12,000 and another 25,0000 dollars just disappeared from our bank account that they were managing for the association. When we asked for bank statements they threatened to call the police on us and asked us to leave. ( when we had a scheduled meeting with them) They had no answers for us from the beginning and would never get back to our emails or phone calls. This company is horrific and should not be allowed to be in business the way they treat their clients. One of the office “managers” said to come back in an hour to get the statements and when we’re leaving told us to not come back I have four witnesses that were with me to attest to her saying “I am a women of my word come back in an hour and i will provide you with the statements” this company is embezzling there clients money and we are not the first to complain and something must be done people should not be treated the way they are with this company they are crocks stealing money from innocent associations that give them full trust over there finances and management of there hard worked properties. I am asking for something to please be done about this company. You can refer to there ****** reviews which they have a 1.6 star out of 37 reviews all saying how this company has mistreated them and stole from them. This is ridiculous a company like this should be penalized for what they are doing. I hope the BBB could please doing something about this because we aren’t the only ones that feel this way about this company.

  Business Response

  Date: 11/04/2022

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

   

  I am requesting that you please reopen this file, all your communications went into our junk/spam folder as we have recently updated our fire wall.

   

  The allegation from this person is absolutely false! Elite Property Management has been in business since 1997 and we have never had any allegation of stealing money from our clients. I plan to file suit against the Association for false statement. Elite has been managing this Association since January 1, 1998. If Elite was embezzling money, they need to prove it and not make false statements. The “new” Board and Association should be concerned about this group.

   

  Prior to the appointment for picking up the files, the contact was informed that there would be 4 boxes awaiting and a flash drive with all the Association’s documents and history. On the appointed date, a “group” of 4 MEN came into the office, belligerent, intimidating and using threatening profanity to my staff with violence, to the point where my office manager commanded them to leave, or the police would be called.

   

  Because this group of men were illiterate about reading their financial reports, my staff took the time to diligently try to educate them on how to read the report, that answered all of their questions. A contact from the group of men was asked to return to our office, in an hour for additional information being requested. When he did NOT return, my manager called him and provided the information via voice message as well as a follow up email. To date, the contact of this group has been provided with all Association documents and its entirety.

   

  Sincerely,

  Ken K****** ****

  Community Association Manager

  

  Elite Property Management, LLC

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