ComplaintsforPhoenix Management Services, Inc.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a resident of two years in one of the properties managed by Phoenix, I have been asking for a light on the back of my unit, abutting a lake with wildlife, to be replaced and this has not been done for over three months. I have called MULTIPLE times, MULTIPLE work orders were requested, a request was made directly to a rep from Phoenix multiple times...and NOTHING. I pay a small fortune, living on a fixed income, for HOA fees and I expect MUCH better service. This is unacceptable. By the way, I am on the board of ******* and yet, nothing.

  

  Business response

  06/05/2024

  Hello. I am responding to the complaint while I am on vacation in ******. I have confirmed that 3 working orders were received beginning in March. The complainant is a member of the Board and should know his Association uses a specific person to make all common area lighting who is NOT controlled by Phoenix Management. When the repair person finally arrived, he told my manager the lights were perfectly and the problem was coming from INSIDE his home which is not common area. I was also told that one of Phoenixs maintenance men had to show him how to turn on the light in question. The entire issue did not concern Phoenix but we helped him anyway.

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

   

   

  Customer response

  06/06/2024

   
  Complaint: 21676919
  
  I am rejecting this response because:Total lies. There was never a person who had to show me how to turn on a light!!! FINALLY, someone came out and CHANGED A BULB, after months of trying to fix this. I have no idea what hes talking about, had to be someone else. Bottom line, it took them months to change a bulb. I do not appreciate being lied about. I pay a small fortune and will not be lied about.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Phoenix is charging me again for HOA payment and Assessment payment.Attached is a copy of actual checks 1530 and 1531. It was stamped by the office receptionist on 09/05/2023.Also attached is bank copy of both checks deposited 09/11/2023 by Phoenix. I have copies of bank deposits for other months also.The attached copies have previously been sent to Phoenix via email.The person assigned to this problem is *******.

  

  Business response

  04/23/2024

  Dear **************,

      I owe you a very big apology.  I spent some time looking to learn how you could have an amount due, when you clearly paid your fees to the Association last September.  I used an old trick that I learned many years ago.  Look for a unit that has a credit balance equal to the amount of the two checks you wrote in September, 2023, and I soon learned I was correct in my assumption.  Your checks were posted to unit 207 rather than your unit, 217.  207 had a $480 credit, which when I looked further, their September, 2023 payments included two checks with your check numbers.

       I have instructed my staff to immediately remove the payments from 207 and place them in your ledger, removing all debts, leaving you with a zero balance as of April 30, 2024.

      I cannot be more sorry for the problem you have had over a long period of time, with the people I pay to NOT make such mistakes.  but obviously, one of them did, and didn't catch it.

     With deepest apologies,

  *******************************, President of Phoenix Management Services, Inc.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They refuse to help me. It's our condo management but they refuse to go out and check issues and asked me not to call or email even if I live in the condo

  

  Business response

  02/07/2024

  Dear Better Business Bureau,

   

     The answer to this complaint is very easy.  Ms. *********** is a TENANT in the Danians 2 *********************** in ***********.  As the Association's management company, we deal with the owners of the units, not their tenants.  Unless it's an emergency, such as a roof leak, electrical problem or plumbing problem, which may be the Association's responsibility to repair, we don't respond to tenants' complains.  I don't completely understand the complaint as to not checking issues, but I assume the complainant has an issue with a part of the common area not being addressed as she would like it to be.  We advise all tenants that call us, that unless it's an emergency that could cause damage to the property or harm to themselves or their families, they must contact their landlord, the owner of the unit, and the owner can contact us to address the issue of which she is concerned.

  Customer response

  02/07/2024

   
  Complaint: 21239593
  
  I am rejecting this response because all they ask was done. Both the landlord and I are asking for them to do their job and their office numbers and email were provided by the president of the condo. When I send a request to them my landlord is always in cc. The company is not doing what they are supposed to do even if it's the landlord to ask for it.

  They are rude, partial, they never go out from their offices and they offered no solutions. In the past other associations were working arranging a meeting for instance. Not them. They just send back any kind of request. We are constantly without elevator, so even the regular works are not done on time. 

  Me and my landlorld are both on the same side asking for them to do their job and to go out for finding a solution. 

  It's a common opinion in the whole condo and among other condos, as you can see reading the dozen of bad reviews and the proof is that the same condo is debating to change company.

  I lived in 2 continents and dozen of condo. This is the worst management ever and, again, the ratings about them prove me right.

  
  Sincerely,
  
  Franca Di Roma

  

  Business response

  02/07/2024

  Dear Better Business Bureau,

   

     I responded to this complaint earlier today, and received a notification it was sent, but just in case, I'll answer again. The person who issued the complaint is a tenant, not an owner.  We explained to her that we cannot take a complaint from her that isn't an emergency that could cause bodily harm or property damage.  Except for such emergencies, tenants who call our offices are told to contact their landlords, who ARE members of the Association, and the landlord can make the complaint for whatever issue isn't being addressed to the satisfaction of the tenant.  In addition, we as a management company do not have the authority to spend the Association's money without authorization from the ***** of **************** Although I didn't receive her call, I assume she was upset that my staff wouldn't help her, and she didn't want to speak with her landlord.  We will ALWAYS, listed to a tenant, owner, or guest if the problem is dangerous to people and/or property.  In this case, this was not the issue, and unfortunately, we couldn't help her.

  Customer response

  02/08/2024

   
  Complaint: 21239593
  
  I am rejecting this response because:

  Again: the complain is made by both of us, the tenant and the landlord. The problem with the neighbors is causing a lot of stress to me, to my landlord, who lost a buyer (me) and could lose a good tenant, other 2 owners who are considering to sell because nobody is doing anything. 

  Let me copy and paste the role of an HOA and its management: A good HOA plays an important role in maintaining your property values and ensuring your quiet enjoyment of your property. A bad HOA can decrease the value of your home, force you to needlessly waste thousands of dollars, and turn your life upside down.

  That's what is happening right now. People are selling because the feel hopeless because it's all up to them despite the high prices of the HOA.  For the first time the police had to come to solve a problem in a place where we all used to live in peace and respect. 

  And I would like to repeat: I've been in other condo and no.. your role is not only in case of emergency and, by the way, when we had one (water coming from the ceiling from upstairs) I called you and nobody helped and I had to call the 911.

  And that's not true that you always answer: the first time I called they told me the person who manages our condo could be reach only by email and other neighbors neither know the name of the person they are supposed to call in case of need. 

  And again: first time ever I see a management NEVER leaving the office to have a look in person. 

  
  Sincerely,
  
  Franca Di Roma

  Customer response

  02/08/2024

  I thank you for the service. I was not expecting a solution because the business I contacted you for is not a good business. Hopefully the board will fire them soon (there is a call for order for that), but at least other condo can refrain to use them also thanks to my complain.

  Thank you for your service to the community.

  My very best regards, **************

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had been a resident of 39 ********** in *********** for over 3 1/2 years. In April of 2023, I submitted a request to my landlord, *****************************, to terminate my lease early due to a family illness out-of-state that would require my relocation to Pennsylania. ****************** agreed to my request and we executed an early termination agreement for July of 2023 (see download).I moved from my unit on July 15, 2023. Prior to leaving, on July 5, 2023, I contacted ********************* at Phoenix Management to provide them with my new address and request a refund of my security deposit after vacating my unit. That request was memorialized in an email to her also on July 5th at which time I also provided her a copy of the signed early termination agreement. ****************** then forwarded to her a copy of a letter he sent to me, dated October 2018, confirming receipt of a $500 check from me to be paid to Phoenix Management. Copies of that letter and his check to Phoenix Management also are attached.On or around August 3, 2023, I received my refund check from Phoenix Management in the amount of $500 whcih I deposited on August 3. The check appeared to have cleared and my credit union, American Heritage ********************* credited that check to my checking account. Several days later while reviewing my account online, I noted that the check had been returned and my checking account was debited for $500 and a $25 return fee which was later refunded back to **** immediately contacted ********************* who forwarded me to Accounts Payable at Phoenix Management. I spoke to someone who said she could find no reason for the check being returned and would check with her supervisor and get back to me. Not hearing from them, several days later and again several days after that, I called back and left messages for someone to contact me. To date I have received no response whatsoever.I believe I am entitled to this full refund and hope that the BBB can facilitate that.Thank you.

  

  Business response

  08/21/2023

  Dear ****************:

       Your particular complaint is quite unusual, since I haven't had a similar one in over 40 years.  Let me explain what happened.  My staff DID process the $500 to be paid to you, as requested.  The payment was written from the ************* ************** Account", which is what should be done.  When we were notified by the bank that the $500 payment was not honored, my staff did some research, and learned that the ************** Account" was considered "dormant", and therefore would not allow any activity to occur in that account.

      Phoenix Management only began managing the Association a few months ago, and was unaware that due to non-use, the ************* bank account holding Security Deposits had been frozen.

      I instructed my staff to issue a new check to you from the ************* Operating Bank Account, which we KNOW is operational.  I asked that this payment be expedited as well.

      I apologize for the situation, and I'm happy the $25 return check fee was waived.  This was a situation where the ************* Bank was at fault, not Phoenix Management.  Phoenix personnel followed protocol.

  Sincerely,

  *******************************, President

  Phoenix Management Services, Inc.

  Customer response

  08/21/2023

   
  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

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Deposit refund: I paid a $500 "move in" deposit for apartment 404 at the Hillcrest CC Condominiums (Bldg 17) on July 1, 2022. I paid with a postal money order with serial number ***********. I have since moved out of the building, as my lease expired on July 14, 2023.I have not received a response to my emails requesting a refund of my deposit. The customer service representative for that particular building has not even acknowledged receiving my messages. I think my experience should be posted on the BBB site so that the public is aware of this company's lack of professionalism and unethical business practices.

  

  Business response

  08/07/2023

  ****************************;

  

  Business response

  08/07/2023

  I am vacationing in ******* but the gravity of the complaint forced me to contact my office and demand that this issue be researched immediately.  Within 24 hours I received proof that Mr. ******************* DID pay a deposit with a money order. It appears that the **************** Representative for the Association was out many days during the past month due to her impending birth of her first child and missed the request for reimbursement.  On behalf of my staff, I sincerely apologize for this error. It will not happen again.  Your reimbursement payment is being processed as quickly as possible.  Again,  it was our error, and Im sorry.

   

  *******************************, President 

  Phoenix Management Service, Inc.

  

  Business response

  08/07/2023

  I am vacationing in ******* but the gravity of the complaint forced me to contact my office and demand that this issue be researched immediately.  Within 24 hours I received proof that Mr. ******************* DID pay a deposit with a money order. It appears that the **************** Representative for the Association was out many days during the past month due to her impending birth of her first child and missed the request for reimbursement.  On behalf of my staff, I sincerely apologize for this error. It will not happen again.  Your reimbursement payment is being processed as quickly as possible.  Again,  it was our error, and Im sorry.

   

  *******************************, President ********

  Customer response

  08/07/2023

   
  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

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a management company that processes HOA applications for the community Shoma in ****************. The main office is ********** *******. The office manager is **** who has not answered any emails or calls. After a long month my client still hasnt been processed in the **** Nerline is the receptionist and has been very belligerent, rude, and aggressive. She puts us on hold while were still talking. Weve attempted to email as well ****** who is the manager of that office and have not received any response. My last attempt today was to email the *** ****** to attempt to resolve this ongoing issue with the Greenacres location!

  

  Business response

  08/29/2023

  Dear ********************:

       About a month ago, the ***** of ********* who had been running the Association for quite some time, were over thrown during the Annual Meeting.  Since that time, there has been chaos within that Association.  The new ***** immediately removed my manager from the Association's office.  The Assistant Manager, ****, usually came in at 6:30 AM to oversee the work to be done by the onsite staff.  He was NOT the actual Property ************** The ***** then terminated the services of Phoenix Management, even though the contract with us prohibited any terminations prior to December 31, 2023.  Bills are going unpaid because the ***** won't approve them.  The approval of applications is suffering the same fate, since right after the election, the President of the Association resigned and other ***** members did as well, and again, there is no real control as to what happens at Shoma.

      I apologize that my ********** office staff was not more helpful, but please realize that we were in a lawsuit with the current ***** and we weren't being given any support by the new ***** members who are trying to remove us from Shoma.  You didn't deserve to be thrown in the middle of a legal dispute, but that is what happened.  If you haven't already done so, please try again.

   

  *****************************, President

  Phoenix Management Services, Inc.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Phoenix Property Management has fradulently stopped payment on my ***************** fees/special assessments to create a false record of delinquency on association payments and blocked me from all communications with their company, the payment portal and Property manager, attempting to force me to deal with their collections attorney when they had no valid reason to send my account to collections because my account is current! I am writing this complaint because I have seen on the BBB that *******************************, the Owner of Phoenix has responded personally to other owners who were sent to collection because of an error in crediting association fee payments and made it right by bringing their accounts OUT of collection which is what I seek with this complaint.On Jan 26th, I made a $1500 bill pay payment through my financial institution, to the correct address and account number at ********************************************* which is listed in the payment coupon booklets sent to residents. That address is; ********** C CONDO **** INC.C/O PHOENIX PROPERTY MANAGEMENT PO BOX ****** ***** ** 33166 -9422 The physical check was received at that address as confirmed by my bank and **** delivery records and then "Returned" under the false pretense code which someone at Phoenix selected as "K1 invalid address".There is no plausible reason for this check to have been refused or returned other than an attempt to make it appear that that payment was not made.Additionally, between Jan. 1st 2023 and April 11th 2023, 5 more payments totalling $4275.00 on top of the $1500 payment were made, satisfying all special assessments and regular monthly assessments in full.The dates and amounts of these payments were;- 2/14/23 - $550 - 3/13/23 - $550 - Check dated 3/14/23 - $650 - 4/5/23 - $550 - 4/11/23 - $2000 Their attorney insists I owe $3402 for these assessments, which is a complete fabrication.The property manager "***************************" and his account assistant "********" who I was in daily email and phone communications with, did little to nothing to research and confirm receipt of these payments and instead sent repeated broken record requests asking me to produce the "cancelled check" of the 1/26 bill pay payment then sent my account to collection and blocked me from Phoenixs payment records and online payment system. They also did another stop payment on my 4/5/23 payment of $550 in an attempt to create the false appearance of further delinquency.I request that my account be brought out of collection and resume communications with Phoenix.Thanks you.

  

  Business response

  05/12/2023

  **************** alleges that Phoenix Management is refusing to accept his maintenance fees because we want him to appear delinquent.  Why would we want to make **************** appear delinquent?  What possible gain would Phoenix Management receive for taking such an action?  The answer is, none.  **************** listed a number of payments he allegedly sent to Phoenix which do not exist.  The $1500.00 Bill *** payment supposedly made by his bank was not received by Phoenix Management.  Only the February 15th posted payment and the March 14th posted payment along with another payment of $625.00 (which is never mentioned by ****************) were posted as paid this year.  **************** owed his Association $3,140.00 as of February 23, 2023, when Phoenix Management, on behalf of the Association, sent him a 30 day demand letter for payment.  The 30 days ran out as of March 25, 2023 without a payment or phone call or email or letter of explanation of the need to make partial payments.  On April 3, 2023, 39 days after the 30 day demand letter, his account was turned over to the law firm of ******* Poliakoff, which is the Association's law firm, not Phoenix's law firm,  for further collection action.  Once that occurs, management companies are prohibited from speaking with, or corresponding with the debtor in any manner.  All correspondence, written or oral, must be with the Association's Attorney.  Phoenix didn't turn off his access because we "wanted him to appear delinquent".  It was because we are prohibited by law from dealing with him.  In addition, even if all of the payments he alleges to have made, were received, he still would have a balance due of about $1,000.00.  His payments made via the Association's lock box were returned to him as well, since we cannot accept payments from a person in collection by the Association's Attorney.  In conclusion, Phoenix Management abided by the law.  **************** has made allegations against Phoenix Management that are false and defamatory.  

• Initial Complaint

  04/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This business is fraudulent and never answers any emails of phone calls. They charge late fees for bills that have been sent past the due date. They recently sent a bill for an additional $100/month due to their poor budgeting. They continue to hike up fees with no explanation. You cannot access their portal to see billing history.

  

  Business response

  05/01/2023

  The Golden Raintree III Association experienced an enormous increase in their insurance premium, and since it didn't have enough money in its operating account to pay for the increased cost, the ***** of ********** NOT PHOENIX MANAGEMENT, determined that a Special Assessment of $100.40 would be levied against each owner to help pay for the increased insurance premium.  The complaint that no one answers the phone is completely incorrect.  Phoenix management employs four (4) women in three (3) offices who do nothing but answer telephone calls, which average between 200 and 235 per day.  Phoenix has over 40 incoming phone lines to help owners have access to our office personnel, as well as an email just for owners to use, and of course, a fax number as well. Unit Owners are permitted to read and print their personal payment ledgers at no cost, 24/7.  The Association's Budget, Special Assessment Amount, Late fee levying, and ALL other financial determinations, are made solely by the Association's ***** of ********** not Phoenix Management.  Blaming Phoenix Management for increases in fees is not fair and not correct.

  Sincerely,

  *******************************, President

  Phoenix Management Services, Inc.

• Initial Complaint

  03/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good morning i want to complain about Phoenix Management Services, *** I sold my condo in Cypruss North Chase ,*************** on the beginning of January 2023 and i try to contact the Phoenix Management by the phone by the mail they need to refund my 6 months security deposit until this date March 31 /2023 , I do not have answer from nobody from the office ,always when i call the person with who i need to speak is not there they don't answer to my mails, this company is horrible i want to speak with someone who is qualified . This company is horrible they don't work at all they just pick up the phone and that's it

  

  Business response

  04/04/2023

  Dear Ms. ********************    I first want to apologize for the lack of service you received on this matter.  It was probably due to the fact that we at Phoenix Management did not receive all of the *********** financial information from earlier months, including who paid security deposits, and in what amount..  The reason you didn't receive an immediate answer to your query was that we didn't have the list of tenant security deposits.  You should have been told that answer, but apparently the person answering the phone did not provide you that information.  To this day, we don't have an accurate list of who paid security deposits, so we contacted the Board  to learn if they had the required information.  We've been told they do, and we are awaiting that information.  Upon receipt of the amount due you,  I've instructed my staff to write a check to you in the amount that we've been told is what you paid.  We'll get the check to the board for signature and mail it to your address in ******. Unfortunately, in the transition of management companies, not all information is readily available and owners like yourself are delayed in getting their reimbursement.  I again apologize for your inconvenience in this matter.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Association decided to do some works on the roof of several Apartements back in Dec 2020. Ever since the work was done, the tenants have been experiencing leaks whenever it rains. We have mentioned it many times to the Association. They sent a so called specialist to assess the problem. Since then we never heard anything. Every time we talk to the president of the **** we get the run around. In the mean time the leaks are getting worse and more damage are occurring in the affected units. It's an over 55 community, so the elderly are vulnerable. This is clearly a case of neglect and abuse. It has been over a year and nothing is being resolved. The Management Company cannot provide any answer and solution. We want the Management Company to fix the roof issue and also to fix the damages inside the affected units at no cost to us. They are so negligent that trees are growing in the gutters.

  

  Business response

  01/12/2023

  Dear ******************:

       Ashmont ********* of Directors has been aware of the issue of the roof leak over unit 205.  There have been a number of issues that have caused the problem to not be fully resolved as of this time.  First, the roofing company who installed the new roof went out of business so they could not be held responsible for the leak.  Secondly, there is an ongoing battle with the *********************** carrier as to whether the roof leak was caused by a deficiency of workmanship by the roofer, or by a hurricane that occurred during the time of the initial leakage.  My Property Manager, ************************* reported to me this morning that during the recent past, an engineer was on the roof trying to determine the cause of the leak, as well as an adjuster sent by the *********************** carrier.  I have been told that there will be a determination very soon as to whether the *********************** carrier will pay for the roof repair.  

      As to the "tree" in the gutter, Building B has already hired a company to clean ALL of the building's cutters.  They were supposed to be on the premises last week, but didn't show.  They are now scheduled to do the work this coming Saturday.  

      I have asked the Property Manager to call you and explain what action is now being taken to resolve this issue.  I must add that at no time, was Phoenix Management Services, Inc. the cause of your problem, or the entity that didn't have the leak issue resolved as quickly as one would like.  Phoenix works for the Association, and takes instructions from the Association.  We have no independent authority to spend the Association's money to fix anything like the building's roof without the approval of the ***** of **************** Our Management Agreement with the Association limits are expenditures on any one item to no more than $150.  Anything above $150 requires ***** approval.

  *******************************, President

  Phoenix Management Services, Inc.

*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. ↩