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:06/15/2024

  Type:Service or Repair 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.

  Have tried multiple times to contact company and rep via phone and can never get anyone to either 1. pick up the phone or 2. call back. This has resulted in late fees, etc. I have emailed and and got either got late responses or none. One phone call would have fixed the issue.

  

  Business Response

  Date: 06/17/2024

  The owner had reached out to us regarding access to the pool on 05/16 and a response was provided on 05/17.  They also reached back out on 05/18 and we responded on 05/19.

  The owner received out on 06/08 regarding their balance and we responded the same day regarding their balance, with details of their account, how to make a payment, etc.  All communications have been via email as it has information such as balances, how to log in, their account number etc.

  The late fees and collection notices were being sent to you in March, April and May 17th.  Your first communication was on May 29th, after the balance had escalated.  

  We are still in communication with you and asking for evidence of a check being cleared of which was not provided when you placed this complaint.  We are trying to resolve your issue but without proof of your claims we can not continue any further.  

  We have and continue to respond to your emails each and every time in a timely manner.  Please provide us with your cleared check, front and back so we can determine what the issue may be, thank you

  Customer Answer

  Date: 06/19/2024

  They do not pick up their phones.  The emails they send are very cluttered and hard to read.  Along with their website.  I would just like to be able to tt someone on the phone for a 2 minute question and guidance.  

  

  Business Response

  Date: 06/24/2024

  This was already responded to, no additional new information was provided in the complaint.

  From: Business Handler
  To: BBB
  Sent: 06/17/2024
  Subject: Respond to Complaint
  The owner had reached out to us regarding access to the pool on 05/16 and a response was provided on 05/17.
  They also reached back out on 05/18 and we responded on 05/19.
  The owner received out on 06/08 regarding their balance and we responded the same day regarding their
  balance, with details of their account, how to make a payment, etc. All communications have been via email as
  it has information such as balances, how to log in, their account number etc.
  The late fees and collection notices were being sent to you in March, April and May 17th. Your first
  communication was on May 29th, after the balance had escalated.
  We are still in communication with you and asking for evidence of a check being cleared of which was not
  provided when you placed this complaint. We are trying to resolve your issue but without proof of your claims
  we can not continue any further.
  We have and continue to respond to your emails each and every time in a timely manner. Please provide us
  with your cleared check, front and back so we can determine what the issue may be, thank you

   

  Customer Answer

  Date: 06/25/2024

   
  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

  Date:10/30/2023

  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.

  This company fined us 100 dollars for having our trash cans on the side of home. Me and my husband are full time firefighters and were gone for 24 hours. The company told us that we would not be charged if we posted a picture of them off the side of our house which we did and uploaded it to the portal. Then they sent us an email saying that it was resolved and we didnt own anything. Now they are demanding 200 dollars due to us not paying the 100. This company is horrible and the worst service I have ever be a part of. I have called and emailed over 50 times and no answer other than an email from a very rude *************************. My husband has called every day since and still has not been able to talk to anyone. This has been going on for over a month. We want this bill gone and do not believe we owe anything due to them saying we did not and is posting a picture. Its impossible to get in touch with anyone from the company. I have also gone to numerous other residences in the neighborhood that said they were fined but never had to pay a dime after fixing issue. I feel 100% like we are being treated unfair and since they wont call back or resolve this issue I made this claim in hopes to get it cleared before we have to take legal action.

  

  Business Response

  Date: 10/31/2023

  As this is an association and is governed by community documents and the elected board of directors, which are their neighbors, the owners agreed when purchasing to abide by the rules of the association.  As such, the owners were sent 7 letters since 2021 of not leaving the trash can out in view.  We had accommodated the owners by noting the account regarding double shifts on a Tuesday and there may be a delay in moving the trash bin out of view.  The fine that was placed was for in inspection that was held on July 20 which is a Thursday and the second fine, the inspection was on 08/17, which also is a Thursday.

  We have communication from you regarding you resolving the violation in May, knowing that you can not have the trash can in view and you submitted the picture after the 10 day allotted time frame as per all the letters provided to show proof of resolving. 

  You are welcome to contact the violations department to ask for the Board to waive the fines on the account.  Please email *************************************** to begin your request.
  

   

   

  
  

   

   

   

   

• Initial Complaint

  Date:05/12/2023

  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.

  This HOA (********* Commons Community ************ **** LibertyCM) has placed a fee on the property (*********************************) back in August 2022. Without reaching out to the owner, which they have in the past, they have charged late fees and interests for the total of $615.23, but also placed a lien against the property. There are several issues with this - HOA has my address in ****************. They also have my email based on prior correspondence. They did not reach out to me about the fee, nor the late fees, nor the collection fee.- I obviously cannot make payments on the fees that I am not notified of - They have my banking account information for auto deduction. They have this, as they have placed a charge against the bank on Feb 2023.- I have not been able to reach out to them. The calls go straight to voice mail only, and they have not reached back out to me via phone. I have emailed them, which I also have not received any responses.The late fees, collection agency, and lien are all placed without my knowledge. I obviously cannot even talk to them and this is exactly why this happened, because they are not working.I want them to remove all the extra fees and interests, remove the lien, and explain to me what this new 'balance forward' is, as there is no base for it.

  

  Business Response

  Date: 05/12/2023

  The person making the complaint is not the owner of the property.  This person tried to reach out to ** in which we called him back and told him that we can not discuss the account as he is not the owner, therefore the statement is false on trying to reach **.  He stated that the owner is not in *******.

  The owner has not have a clear balance since May of 2021 as there were several fines on the account for not providing a copy of the lease for the tenants.  This was mailed to the address on record of *******.  We began receiving notice from the post office in October 2022 that address is no longer valid and reached out via email to the email address on record but did not get a response.  We then began sending notices to the property address.  Additionally, owners can log into their customer portal to change their mailing address, email and phone number.

  The interest and late fees since 2022 totals *****.  A total of 25 letters had been sent to the owner of their balance.  A total of 163 violation since beginning of owner has been sent however, a total of 7 letters were sent regarding the leasing.  Prior to the association placing a lien on the property, they were sent 18 notices, 1 per month since June 2021.  We also have numerous email correspondences regarding balances.  The customer portal has all the information regarding their account, there balances, their payments.  

  The association does not have any information of their bank account as the owner has to set up payments through a 3rd party vendor.  We do not have any control over this.  

  As such, all information this person provided in this complaint is false and inaccurate and the owner needs to reach out to ** directly in order to get the matter resolved or this person should obtain a power of attorney to be able to discuss the information in an accurate manner.

   

   

• Initial Complaint

  Date:04/11/2023

  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.

  The previous owners of our home had a violation from this company. Within our contract that should have been handled before closing. For whatever reason it was not. I nicely messaged them asking it be removed as this violation would have been written 2 1/2 weeks before we closed. ****** proceeds to tell me to remove it she needs proof of what we are doing to remedy it. Keep in mind this response takes her a week to send me from my original message as well as she completely ignored the fact that we have only owned the home for 10 days at the point of her response so only 3 days from my original request. We will seek legal action if need be but we have only been here for 10 days and this is the standard Liberty Management is setting for how I will see fit to handle any issues with them. I am looking for a a manager to remedied this since ****** obviously does not understand that owning home for 10 days and working full time leaves little time to immediately remedied something that should have been handled by the previous owners. Our neighbors have already warned us that this company is not a good company to work with and I tried to give them the benefit of doubt and already they are rude and unaware of real life.

  

  Business Response

  Date: 04/12/2023

  As you had purchased in an association, you had agreed to the community standards.  The closing letter was completed on 03/07/2023 and the monthly inspection was completed on 03/13/2023.  Although you are correct that the violations was sent to the previous owner, your closing attorney nor the previous owner did not alert you to the fact that there was a violation, which is not within our responsibility to provide an updated closing letter as we have no knowledge of if or when you would have closed.  The notice was only a friendly reminder and there are no penalties.  

  We are sorry for any delay in response but you had sent a message on 04/04 at 4:00, we were closed on Friday for the holiday and we did respond back on 04/11/2023 asking for evidence that it was resolved AND placed the violation on hold for 30 days so you can get it resolved.

   

   

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19924775
  
  I am rejecting this response because: I requested a phone call from a manager. Again by legal terms this was a violation with your contract with the ******** not with us. Therefore you have not written a violation for your contract with us. I will be happy to discuss this over the phone with a higher up as ****** did not read the entirety or chose to not address the full concern of my original letter. Again it was a week later that you responded, please see the dates you listed. Holiday or not 7 days is not an appropriate response time. I look forward to your phone call to resolve this. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/12/2023

  The violations department will be calling you as the manager is not involved in these types of situations, thank you

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19924775
  
  I am rejecting this response because: I still would like a manager or higher up in the company to discuss your communication/process with customers. I look forward to hearing from both violations and a manger. I appreciate you getting this handled quickly. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/21/2023

  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.

  For the past 8 Months, Liberty Community Management has not taking responsibility of the water issue in my community. My water bill in my community has nearly tripled since last year of August 2022,saying I've consumed ****** gallons of water in my unit when I'm a single household. I've spent almost $2,000 of my own money plus paying the high water bills to keep my running running which is now up to $2,278.89 IN PAYMENTS IVE PAYED THE LAST 8 MONTHS. With plumbers my HOA recommended to address the issue of what they think is causing my bill to be so high and finding out no issues in my home with no leaks, no running water, and no busted pipes or running toilets. I've expressed my frustrations with the President ********************* on numerous occasions and its excuse after excuse with him and the board. The service and response time has been horrible and I highly recommend to not let this company oversee your community as they've raised HOA from $175 to $285 monthly without the approval vote of the residents in the community. We are now in March of 2023 and the issue is a problem with no resolution. This is horrible service for someone overseeing a community. The Last HOA company we had before LCM took over would never treat paying residents like this.

  

  Business Response

  Date: 03/22/2023

  The association is submetered and as such there is a 3rd party company that reads the meters which has been in place prior to ** managing the community.  The homeowner had a plumber come out and replace parts for a toilet that was running and the association had replaced his meter when the 3rd party company could no longer read the meter and had estimated the billing.  Once the meter was replaced, the next reading was then prorated to accurate numbers which did increase the billing to actual usage.  Once again, we were out there on 03/09/2023 and the plumber stated that the meter does not spin unless the water is turned on.

  As to the assessment amount, we did not increase the assessment, the association, through its board of directors increased the assessment to accommodate the major repair of a wall that needs to be repaired.  The association was provided the budget and an annual meeting was held which this matter was discussed.  

• Initial Complaint

  Date:02/18/2023

  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.

  There is discrimination against Asians in this company,We received a fine for decorating the front yard,They didn't allow any stone decorations in the front yard, but the other white families weren't fined. We tried to talk to them, but the manager refused to talk to us and told us to go to court?

  

  Business Response

  Date: 02/18/2023

  The homeowner had purchased on a community with specific landscaping regulations and prior to purchasing they are provided with all the documents.  As such the community does not allow white rocks as a ground cover.  The homeowner was provided this information as well when he visited our office in July 2022.  We do not make the rules or guidelines, the association through the elected members of the board, who are homeowners, make the rules and approve or deny any decisions of landscaping changes.  As the homeowner does not know the ethnicity of our employees, the board of directors, etc, we find that his claim is unwarranted and completely false against our company.  All violations are treated equally and those that had not received approval with any landscape change is issued a violation.  There were a total of 910 violations issued since the community was built, of which 96 are for not obtaining approval before an changes to the exterior of the home.  The homeowner did contact the manager and on 09/23/2022 and stated to our employee, that he was going to get an attorney.  As a back story, they had been sent 7 notices since August ********************************************************************************** what they must do if they do not agree with the violation, neither option was exercised by the owner.  A sample of the 7 letters is attached, of the process that needs to be followed.  If we had received a request in a timely manner, the manager would have forwarded to the board for them to schedule a hearing.