Business Profile

Association Management

Empire Management Group, Inc.

Complaints

This profile includes complaints for Empire Management Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

22 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

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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:02/13/2025
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.
In September 2024, the *** managed by Empire Management began repairs to the exterior wall of my garage. A crack had formed on the outside of the building that caused water to leak into the unit when it rained. However, the repairs were not completed. I have informed them by both email and telephonically that water and resulting mold continues to be an issue when it rains. The *** has ignored my requests for more information and has not called or emailed me back. I have not received any follow up communication from them since prior to November 2024. On the online portal for the ***, my request continues to remain on my dashboard with the code of "follow up" on it. I would really like to have the repair they began finished prior to the rainy season starting again. My *** **** have continued to be fully paid.
Business Response
Date: 03/28/2025
The sealing and repair were completed on September 20. Then the original vendor went on vacation until December. *** took over the stucco repairs and we included this unit into the collective proposal for just that little area of painting.

We would like to confirm that the work is completed with Mr. ***********
Customer Answer
Date: 03/29/2025

Complaint: 22938692

I am rejecting this response because the response from Empire is inaccurate. While it is true that work was done on the crack in September 2024, the problem was not fixed and the area continues to leak into the home during heavy rain. As you can see from my attachment, I made a re-request for the repairs on the Empire Account dashboard on 11/27/24 and it still says follow up. No follow up has been done with myself, the crack is still not sealed or painted, and it will continue to leak into the unit when there is heavy rain.

Sincerely,

**** ********** **
Business Response
Date: 04/02/2025
I can confirm that the repair was completed yesterday by an approved vendor.

Mr. ********** can you please confirm we are now done with this matter. Thank you,
Customer Answer
Date: 04/12/2025
I can confirm that a repairman did come out to work on the crack. No one from the *** informed that the work was scheduled, or any other particulars about the repair. I don't know if the work has been satisfactorily completed because we have not had a hard rain yet. thanks
Dave
Customer Answer
Date: 04/12/2025

Complaint: 22938692

I am rejecting this response because until it rains, I cannot confirm that the leak has actually been fixed.

Sincerely,

**** ********** **
Initial Complaint
Date:09/16/2024
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.
I have been reaching out to *** after paying the Legal fees due to error on their part, all money orders have been cashed and paid and now the account is still blocked, $250 credit was placed on the account, and I have yet to gain access to the account. No one answers the phones ******* *** phone goes straight to voicemail. I resolved the issue by paying them but I'm not letting this happen again. I want my account unlocked and I want answers/documents when the dues increased, I never get any information about changes until it's time to get a certified letter I paid and now I want access to my account.
Business Response
Date: 12/10/2024
Thank you for your patience, and we apologize for the delay in responding to this complaint.
The owner's balance began in 2023, following a missed July quarterly payment. After that, the owner continued to send payments that did not match the required amounts or frequency, leading the Board to refer the account to the **************************'s attorney for collection. The full payment was made by the owner by the end of August 2024, as confirmed by the ****************, and the owner was credited $250.00 toward future assessments.
When accounts are released from attorney status, we are unable to update the account on our end until we receive the closing funds,which can take several weeks due to **** delays. Our office received and processed the attorneys payment on September 25, 2024, shortly after the original complaint was submitted. At that time, the owners credit of $250.00 was applied, with $150.00 applied to their October 1st assessment and the remaining $100.00 credited toward the January 1, 2025,assessment.
Based on this information, I consider the matter resolved as of September 25, 2024.
Business Response
Date: 12/11/2024
Date Sent: 12/10/2024 4:36:07 PM
Thank you for your patience, and we apologize for the delay in responding to this complaint.
The owner's balance began in 2023, following a missed July quarterly payment. After that, the owner continued to send payments that did not match the required amounts or frequency, leading the Board to refer the account to the **************************'s attorney for collection. The full payment was made by the owner by the end of August 2024, as confirmed by the attorneys office, and the owner was credited $250.00 toward future assessments.
When accounts are released from attorney status, we are unable to update the account on our end until we receive the closing funds, which can take several weeks due to **** delays. Our office received and processed the attorneys payment on September 25, 2024, shortly after the original complaint was submitted. At that time, the owners credit of $250.00 was applied, with $150.00 applied to their October 1st assessment and the remaining $100.00 credited toward the January 1, 2025, assessment.
Based on this information, I consider the matter resolved as of September 25, 2024.
Initial Complaint
Date:08/27/2024
Type:Product 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.
I own 2 distinct properties that empire association manages for me. Due to their negligence and poor accounting, they have been sending both of my payments incorrectly to one property only. This has caused my other property to appear in a delinquent status. Although I tried to email and call them several time in the past few months to rectify THEIR mistake I received no reply. Now they have sent me to collections with a lawyer and they cannot intervene, even if they have received all evidence of their wrongdoing. It appears as though there is a kickback scheme with the law office that incentivizes bad accounting so that the homeowner can be sent to collections and payments be made to the lawyer. I am very frustrated at this situation and wish to have it resolved asap as I have wasted too much time and energy on this. This company should be investigated.
Business Response
Date: 09/11/2024
Hello,

The homeowner is correct and this was identified as the payment processing lockbox was mistakenly posting to one of the two properties. The homeowner only brought this to our attention very recently,and it has been resolved now and accounts have been updated this week.

Thank you,

Customer Answer
Date: 09/20/2024

Complaint: 22206155

I am rejecting this response because as of 9/22 my account delinquency status has not changed in the portal. If the business can provide documentation that this is no longer in dispute, I will accept the business response.

Sincerely,

***** *******
Business Response
Date: 12/10/2024
Please see the attached for a copy of the response and example of the incorrect checks issued by the Complainant. ***** ******* owns a property that is subject to the governing documents of two separate entities: ********** Landing Homeowners Association, Inc.(Account #********* and ********** Landing Condominium No. 4 Association, Inc.(Account #*********. Payments are made separately to these two entities.
While the owner has received credit for all payments made,several payments intended for ********** Landing Condominium No. 4 Association,Inc. (Thatchers 4) were mistakenly submitted to ********** Landing Homeowners Association****** (Thatchers HOA). The owner notified us of this issue, but by that time, Thatchers 4s Board of Directors had already made the decision to refer the account to an attorney for collection. As requested by the owner and their attorney, we transferred the credit from ********** *** to Thatchers 4.
Many of the owners payments were incorrectly made payable to Thatchers HOA with the wrong account number. As a result, there remains an outstanding balance on the account due to this error.
Thank you for your understanding.
Business Response
Date: 12/11/2024
Date Sent: 12/10/2024 4:04:11 PM
Please see the attached for a copy of the response and example of the incorrect checks issued by the Complainant. ***** ******* owns a property that is subject to the governing documents of two separate entities: ********** Landing Homeowners Association, **** (Account #********* and ********** Landing Condominium No. 4 Association****** (Account #*********. Payments are made separately to these two entities.
While the owner has received credit for all payments made, several payments intended for ********** Landing Condominium No. 4 Association****** (Thatchers 4) were mistakenly submitted to ********** Landing Homeowners Association****** (Thatchers HOA). The owner notified us of this issue, but by that time, Thatchers 4s Board of Directors had already made the decision to refer the account to an attorney for collection. As requested by the owner and their attorney, we transferred the credit from ********** *** to Thatchers 4.
Many of the owners payments were incorrectly made payable to Thatchers HOA with the wrong account number. As a result, there remains an outstanding balance on the account due to this error.
Thank you for your understanding.
Initial Complaint
Date:08/27/2024
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.
empire is a management group managing or HOA I have three lots in the particular subdivision which we pay quarterly $200 for each lot.I set up automatic payments with their new vendor click pay which has been problematic. Empire says its click pays problem and click pay says it is empire's problem either way it is become my problem.the HOA says I am delinquent on one of my lots fees even though click pay says I have paid and it is on my credit card statement that I ******** I am incurring penalties and being threatened with litigation
Customer Answer
Date: 08/28/2024
not sure if I am doing this correctly.
attached I think is empire's statement saying I didn't pay
attached is click pay's receipt ( empires collection vendor) thanking me for payment
attached is my credit card statement showing payment
Business Response
Date: 12/10/2024
Please see the attached.
*********** and ****** **** currently own 3 lots in **************** Homeowners Association.
Account # Property Address
LAV23620 ******************************************************
LAV23673 ******************************************************
LAV34038 ******************************************************
Based on the information provided in the complaint, it appears the Owner intended to make a payment
to account number ******** (Lot *** but mistakenly selected account number ******** (Lot ***.
Payments are initiated by the Owner through the third-party system (ClickPay), which then forwards the
payment to the Owner's ledger. Due to the account discrepancy, the payment was applied to Lot 13
instead of Lot 14.
The Owner received credit for the account they selected, though it was not the intended account. To
resolve this, we have transferred the payment from LAV23620 to LAV23673 and removed the delinquent
fees as a one-time courtesy. Please refer to the attached ledger for both accounts.
Thank you.
Business Response
Date: 12/10/2024
Date Sent: 12/10/2024 3:03:09 PM
Please see the attached.
*********** and ****** **** currently own 3 lots in **************** Homeowners Association.
Account # Property Address
LAV23620 ******************************************************
LAV23673 ******************************************************
LAV34038 ******************************************************
Based on the information provided in the complaint, it appears the Owner intended to make a payment
to account number ******** (Lot *** but mistakenly selected account number ******** (Lot ***.
Payments are initiated by the Owner through the third-party system (ClickPay), which then forwards the
payment to the Owner's ledger. Due to the account discrepancy, the payment was applied to Lot 13
instead of Lot 14.
The Owner received credit for the account they selected, though it was not the intended account. To
resolve this, we have transferred the payment from LAV23620 to LAV23673 and removed the delinquent
fees as a one-time courtesy. Please refer to the attached ledger for both accounts.
Thank you.
Initial Complaint
Date:07/11/2024
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.
Having a problem resolving an account issue after receiving a letter stating my account was past due. When I reached out on April 12th 2024 as they should of received the payment by March 28th I was informed that the payment had not been received at which point I reached out to the bank to place a stop payment and issue a new check. Because its online bill pay it would take a least a week for them to receive. In the meantime on April 16, 2024 they deposited the first check they claimed never to of received creating a return check charge of $35.00 along with interest and late assessment fees for a total to date $85.88. At the Board meeting on June 26, 2024 the Board said they would waive the late fees but not the Bank charge of $35.00 which Empire needs to take care of. I and the Bank have provided proof and yet the problem goes unresolved and no one at Empire is addressing the problem. The Cam for *********** HOA *********************** advised that she would get back to me by the end of day on June 28th 2024, never heard from her again. Her supervisor *********************** after telling me on 6/4/2024 that she was making an executive decision and fixing the error, never did and isnt responding to calls or emails. The ******************************************** stated he doesnt get involved with matters his staff is handling. Empire Management Group ***************************************************
Business Response
Date: 08/06/2024
This matter was already resolved and fees removed.

Thank you,
Initial Complaint
Date:06/26/2024
Type:Customer Service 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.
This business is representing my HOA Association. the rule for payment is , any payment after 15th. will be late. I paid for my quarter fees on 01/13/2024, but because they use a third party (quick pay) which posted my payment after the 15th., they charged me late fee when I paid on time. i appealed the decision on April 1st. 2024, they reply after two months. They denied my appeal while keep charging me late fees with interest for these two month. I want the late fee to be waived and AN APOLOGY FROM ***** FOR HER RUDE AND POOR CUSTOMER SERVICE.
Business Response
Date: 08/05/2024
This was already handled with the homeowner at board meeting and fees have been waived in teh past.
We do not control Clickpay, which notifies the payer that there is 3-7 days delay in funds hitting account as it depends on how long her bank takes to make and complate payment.

The community and board have agreed to change payment providers and EMG is currently in process of making that change for homeowners due to Ms. ****** complaints.
Customer Answer
Date: 08/07/2024
Apperently this business cannot get it right , because of the payment portal issue, I sent my payments via registered mail on the 12th, my due date ID the 15th, but it took too long to process my check, they got it on the 17th, again they charged me another late fee, this is contemplated in 26 CFR section 301.7502-1, this company is deviating from the law.
Customer Answer
Date: 08/07/2024

Complaint: 21907374

I am rejecting this response because: Date Sent: 8/7/2024 12:22:14 PM
Apperently this business cannot get it right , because of the payment portal issue, I sent my payments via registered mail on the 12th, my due date ID the 15th, but it took too long to process my check, they got it on the 17th, again they charged me another late fee, this is contemplated in 26 CFR section 301.7502-1, this company is deviating from the law.

Sincerely,

*********************
Business Response
Date: 08/07/2024
**************,
You are correct, if you sent the check on the 12th, and we didn't receive it until the 17th, that is not on us. The **** is currently having delivery times in the 5-10 day range in our experience. The payment was received AFTER the due date of the 15th. Any fees posted are correct, the whole community is already in process of moving to a new payment provider to accommodate you as well and hopefully resolve your delayed payments. I will make a formal request with the board to waive your fees one last time this year.
Thank you,
Initial Complaint
Date:04/30/2024
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.
Issue involves HOA communication and deceit.
Business Response
Date: 05/15/2024
Unfortunately, we cannot respond as the matter is being handled the Association's attorney.
Unfortunately, her manager *************************** had a car accident and required surgery and multiple weeks of recovery, this person did not contact anyone else in the office to discuss, either way as her matter is at the attorney our customer service staff would not be authorized to discuss such matters with the homeowners due to current open legal action. We do not send people to the attorney, the board made the decision in line with the community documents. There are board meetings that she could've attended as well to discuss this matter with the board if she wished to resolve it amicably as well.
We do not set the rules in the community on when violations are due, the community has rules and documents that request certain maintenance requirements that homeowners agree to abide by when they purchase the property. Our letters are simply to inform them of when things are out of compliance so they can plan to get them done. We do not get "paid tons of money" as she mentions to generate or send letters. There really isnt anything in it for us as its a direct expensed cost to the community.
Your notice for the unleashed dog was a courtesy notice that was notified and it was closed. This is not an open item.
The attorneys arent reaching out to you for a violation for paint, its nowhere on your account. They were looking for get paid for non payment of assessments, which you have also paid off.
The complaints that she mentions in here do not even confort with current open violations for landscaping and trash accumulated on the side of the house.
All of these violations, letters and photographs have always been available on the homeowner portal.

If you have an issue with service that is actually in process please reach out to us at ********************************* we track all communications and calls.
Initial Complaint
Date:04/11/2024
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.
***************** From:***************** To:********************************* Mon, Feb 5 at 11:26 *******,I sent in a payment a few weeks ago for $ ****** to be applied to my account ********. As of today the check has not been cashed. Please advise if a credit was received ?Best Regards,My Complaint regarding the customer service support :There is no support from this H.O.A. Cannot get a call back or any communication to resolve payment mailed to PO BOX. Sent another check for payment it's been two weeks no response to emails or voice mail.
Business Response
Date: 04/11/2024
Yogesh,

Please call us at ************ or email us at ********************************* so that we can verify this information with you.
Initial Complaint
Date:03/10/2024
Type:Billing Issues
Status:
ResolvedMore 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.
We'd like you help in trying to resolve an issue with the property management company that looks after the Chatham Park resort as they are not responding.On Mon 26th Feb we contacted them (and an *** board member) via email in relation to a statement we had received out of the blue here in ****** relating to a rental property we have owned at Chatham Park, ********* since 2006. The address is *******************. The account number is *********** indicates that we owe $149.43. The starting balance dated 31/7/23 was for $57.30 fees that were waived last year by the *** board of directors. As agreed at the time we had made a payment of $34 via the Empire site to cover the actual dues shortfall. Our first 2 payments were short as we had mistakenly paid the 2022 amount of $138 and not the new increased 2023 amount of $155. We have not heard anything back at all. We chased them again via email on Fri 1st Mar and again on Wed 6th Mar and have still had no response. We feel 14 days is more than sufficient to respond to this matter. The statement includes an 'Intent to Lien' fee. We have always paid our dues in over *************************************************************************************************** ******.Anything you can do to assist in this matter would be greatly appreciated by myself and my wife. I've attached all communications with Empire starting from last year. Thanks.
Customer Answer
Date: 03/25/2024
Many thanks for your assistance in this matter and apologies for not updating you sooner. We received contact from Empire within 24 hours of contacting you and they have waived all the incorrectly applied fees and brought our account back to nothing owed. We really appreciate your help in getting them to engage with us. You can close this complaint.
Initial Complaint
Date:12/28/2023
Type:Customer Service 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.
My name is ***********************************. My wife, *********, and I live in Winding Hollow, a neighborhood whose HOA is managed by Empire Management Group (***). On 11/21/23, an *** employee in our neighborhood struck and knocked over our mailbox while driving in reverse. After knocking over the mailbox, they picked it up, and sat it upright so as to appear "ok". We were not home at the time. Thankfully, our neighbor witnessed the mailbox being hit and brought it to our attention. Our neighbor stated that after setting the mailbox upright, the employee was about to leave the premises until they noticed they were being watched. The employee then left a business card on our door-no notes- and left. To date, *** has not followed up with us of their own volition. We emailed *** on 12/7, as we had not heard from them, to see when they planned on fixing the damage they caused to the mailbox. We did not receive a response. On 12/21 we sent *** a letter, a copy of the earlier email, direct signature required. This time they did respond. The *** employee that hit our mailbox responded stating 1. They indeed struck our mailbox 2. They were waiting for us to contact them about their vehicle hitting our mailbox 3. That the mailbox was only slightly tilted and that did not constitute any substantial damage 4. That they brought it to the attention of their supervisor who to date has not reached out to us.We sent a final letter asking for their commercial liability insurance information as we wish to file a claim (direct signature required). Again, no response has been received.Find attached copies of all correspondence. I hope this will serve to deter others from finding themselves associated with this organization. We will be pursuing additional channels for recourse until we are made whole.
Business Response
Date: 01/31/2024
Hello,

This repair has been completed as notified to the homeowner. This was completed on January 16.
Thank you,

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