ComplaintsforTolley Community Management

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We live in the neighborhood *********** in ******, **. Our property manger is ***************************. My husband was apart of the *** and has wanted to better our community with our ***************. The president have us permission to remodel our club house but the ******* somehow got involved and demanded us use her contractor and she wanted us to spend the bare minimum. When we asked her about it she got very angry and after that is attacking us any way she can. She messaged us saying we are not above anyone and need to cover our company truck logo or park our car in the garage. She said she and the rest of the *** board would like to remind us of that BUT the *** president also has a violation, he has large house numbers on his house and that is against the *** rules as well but she has said nothing to him and the president even said he is keeping the numbers on his house since his wife likes it. How is this fair? How is the *** president above getting warnings/ violations when ******* and the president know its a violation but yet they attack us for having a company truck? This lady ******* has been out to get us because we called her out on why she wants to do the bare minimum for our neighborhood. I would like ******* and her manger yo contact me and explain why she is attacking us and how is it that the president of the *** can do whatever he wants but yet they go after us for having a truck parked in our driveway form late evening to early morning where very minimal people see. If we have to correct our violation the shouldnt *****, the *** president have to correct his violation? A violation is a violation. This lady is very unprofessional and we want her to stop being so ***** towards us and attacking us because clearly she has an issue with us. Also, why is ******* so headstrong about us going with her contractor or spending very little money of OUR ***************? Its like she gets a kickback.

  Business response

  05/07/2024

  This is a story of a person who wanted to do what they wanted to and not follow the rules. This is a homeowner association, and the manager ******* works for the board of directors and takes her direction from the board. The project that ********************* wanted to do was expensive and not something the association could afford at this time. To further clarify this. The manager at the boards direction surveyed the owners in the neighborhood to see if the owners would approve this or if the owners wanted something not as costly. The manager also went out for other bids on the job from other contractors. This is a good practice to make sure you are getting the best price for the job. The survey came back that the owners didnt want to spend this amount of money and some of the owners even said that they didnt want to spend anything.
  The board was also faced with some other repairs that needed to be addressed and decided to table the improvements to the pool bathhouse until a later date.  
  In HOA management the manager is always the person who communicates the board of directors decisions. The ***** wanted ********************** to follow the covenants and didnt want to issue a violation for this. That is why they asked the manager to communicate that to **********************. (see footnote below #1) The Architectural Standards and Guidelines dated June 2008 page 12 state E. Parking of commercial vehicles of any kind other than for the immediate business purpose is prohibited. Over-night parking of any commercial vehicle is prohibited anywhere.
  ********************** was elected to the board of directors. The ***** of ********* holds monthly board meetings at which time they discuss the items that need to be taken care of and when they need to be done. It is very important for the board members to attend the meetings. This way they are aware of what is going on, what the board votes on, approves or tables. This is why the Bylaws have a clause in it about removing a member who fails to show up.  It states in section 3.6 Any director elected by the Class "A" Members who has three consecutive unexcused absences from ***** meetings, or who is more than 30 days delinquent (or is the representative of a Member who is so delinquent) in the payment of any Assessment or other charge due the Association, may be removed by a majority of the directors present at a regular or special meeting at which a quorum is present, and the ***** may appoint a successor to fill the vacancy for the remainder of the term.
  
  The board asked the manager to send an email to ********************** and another board member about their intent to participate as a board member (see foot note #2).
  
  It is also worth noting that the board member who had the house numbers on his house removed them.
  As for her allegations of kickback that is just a childish attempt at throwing blame on someone else. The homeowners voted not to spend the money on the project. It is worth noting that the VanRooyens family member was the one that the VanRooyens wanted to use and the cost was higher than the other bids.
  
  As for the disputed dollar amount, I am not sure what she is disputing as that is their annual assessment.
  
  Foot note #1
  Hello ******,
  
  I am reaching out to you on behalf of the ***** of ********* at Summerwalk.  
  
  The ***** would like to know if you are still interested in serving on the ***** of ********* as you have not attended a meeting in the past three (3) months.  Attending the meetings is part of being on the board.  As you know, there are many topics discussed at the board meetings and items that need to be voted on, decisions to be made, etc.   With your role as the Treasurer, the ***** President looks to you to review and discuss the financials and give any input and advice. Right now, this role is being filled by the ***** President along with his other various responsibilities.
  
  As a courtesy, the ***** would also like to remind you that ***** members are held to the same standards as all members in the association in regard to violations.  Please make sure your truck with the logo is either in the garage or covered up per your documents.
   
  Please let the board know if you are interested in remaining on the board by replying yes to this email and attending future monthly meetings. The board understands you may not be able to attend every monthly meeting but 3 months in a row isnt acceptable.
  
  Should you have any questions, please let me know.
  Sincerely,
  ***************************
  Community Manager
  
  Foot Note #2
  Heres some information from our monthly meeting.
  
  Please send a properly worded email to:
  ******************
  ****************************
  
  The email needs to properly state their inactivity/non appearance in monthly meetings is a concern of the board. The board requests verification of their commitment by reply all to this email and continued presence and participation at board meetings. CC *****************************
  
  In other words, show up/participate or well remove you from the board which is allowed in our by-laws.
  
  
  Also, send a community wide email stating our next monthly meeting will be 6/8/2024 @ 2:00 immediately following community events at the pavilion. If we have quorum, we may take up an official statement/meeting.
  
  
  Thank you.
  ***** President

• Initial Complaint

  02/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I've been dealing with responsibles neighbors for more than 2 years and Tolley Community don't take actions on time because they don't care about it, they just want their money. I always pay on time. I started sending proofs because I put security cameras to show them that my neighbors are violating my privacy and causing damages.They were leaving their kids outside to play, but they were playing in my driveway and around of my car, last year I had to change a Window because it was broken. I found scratches and more. I sent proof to them, I had to post on their instagram to have their attention because I can't have peace in my own home. This looks like discrimination because they don't even respect Saturday or Sundays. They usually make lot of noises all the time and NOW in my backyard.Since I posted on their Instagram, it looks like that they sent something to our neighbors but NOW I'm reporting that same neighbor (mom of 3 kids) is going to my backyard to take her dog there and leave dog waste ( she also leaves on the corner and she can also use her backyard), but she prefers to come and she is violating my privacy. Please help!

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a lot adjacent to mine During the purchase process, I reached out several times to ask questions. I always had to be the one to follow-up and there were times when I did not get a response or was told they would have to check. When it came time to close, I was told that for every transfer of a deed that there is an initiation fee. In this case, it was $2100 dollars. I asked if the same was requested of the person that I purchased my lot from and I was told "everyone" has paid this fee since 2017. This was not true as the person that I purchased the lot from paid a fee of $75 dollars for closing and there did not appear to be an "initiation fee." When I pointed this out the Tolley representative had no recollection of why this was the case. Then I was given more of a run-around as I asked questions. I asked if this fee could be waived since I paid an initiation fee on my original property and because I was not going to build on the lot. I told the representative that my intent was to merge the two properties into one. There was no empathy or concern for the additional financial burden. Additionally, there was no reasonable explanation for the enforcement of a covenant for one person and not for another. In looking at the BBB rating, I am not surprised but saddened that such practices are allowed to be permitted. I would like to be refunded my $2100 dollar initiation fee and I would like to see that there is some objectivity in how the covenant is reviewed.

  Business response

  06/14/2024

  The owner believes that the management company has the power to override the covenants for the neighborhood and they do not. The Covenants clearly state that on the transfer of the property there is an initiation fee. 

  This is from the covenants, 

  Section l. 4.13 Initiation Fee. Upon each and every conveyance of a Lot, the transferee or grantee becoming the owner of the Lot shall be obligated to pay to the Associations in addition to all other assessments levied under this Declaration, simultaneously upon such transfer or conveyance, a non~refundable initiation fee in an amount equal to the then current annual assessment for a Lot (hereinafter the "Initiation Fee"). The Initiation Fee shall be collected and paid to the Association at the closing of each such" sale, transfer or conveyance. The Initiation Fee shall constitute an assessment and lien under the Declaration and shall be collected in the same manner provided in the Declaration for the collection of" other assessments. Notwithstanding the foregoing, the Initiation Fee shall not be due (i) :from any grantee who is the spouse or former spouse of the grantor; ii) from any grantee to whom a Lot is transferred by will or under the laws of intestacy; (iii) from any grantee to whom a Lot is transferred as a gift, that is, gratuitously and without value ,or legal consideration; (iv) from any person who takes title to a Lot through foreclosure or deed in lieu of foreclosure of any first priority mortgage or any second in priority purchase money mortgage, provided that neither the original holder nor any

  subsequent holder of such second in priority Mortgage is or was the seller of the Lot and (v) upon the sale of a Lot to a relocation company that resells. the same Lot within six (6) months from the date of its acquisition of the Lot, with all such exceptions being subject to review and
  approval by the ***** of ********* in its sole and exclusive discretion.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have reached our to *******************************, the property manager, via email on numerous occasions regarding my next door neighbor who is in violation of the community covenants. Instead of MTolley taking care of holding the neighbor violating the covenants, he's been attacking me with inappropriate text messages.I would like him to address the issue with the neighbor and stop maligning me.I've requested that he stops with the texts and he continued sending them . The last text was sent to me at 4:14AM this morning.I am not interested in going back and forth with this man. I want resolution with the neighbor.Thank you!

• Initial Complaint

  10/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In 2021 I filed a chapter 13 bankruptcy. I had a balance with Tolley Community of *****. During the bankruptcy Tolley was paid ******* from the trustee directly from the amount i paid into my bankruptcy. Tolley was sold to beacon management. Tolley lied to beacon management saying i still had a balance od **** when they was paid *******. Now beacon management is trying to recoup the money from me that already been paid

• Initial Complaint

  05/30/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The Management Company that I pay Yearly dues to is failing to adhere to to Covenance due to a Personal dispute with a Neighbor and they are getting involved Personally. The Neighbor submitted Plans for this Project and there was no mention of unfinished Cinder Block. It does not go with the Natural Landscape of our Neighborhood. It encroaches other Land. The Property Manager is Failing to enforce the Bylaws or Protect me as a Homeowner. The structure is a Nuisance and unsafe. The Neighbor needs to complete the unfinished Cinder Block Wall.

  Business response

  06/14/2024

  Ms. ******, was informed that the owner placed a change request in with the board of directors and the board approved it. She did not like the look of it and thought that the owner should do more work. I am not sure why she placed a complaint on the management company as we are the paperwork administrators on this issue. 

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Good Morning, I live in Mill Creek Lakes subdivision and back on 9/21/21 I put in a work order to have some limbs cut back from my window because when it rains the limbs are weighed down and push against my screen and getting close to tearing the screen. I never heard back on it despite emailing until I copied management and then they responded and at this point it was November. At the meeting in February ******************* who is the community association manager and lives right around the corner from me, said he would meet with me in March to talk about it and he never did despite me emailing him toward the end of the month when he hadn't reached out to me. In April I contacted them again and they said on 4/8 a tree company was coming out to assess and then they would cut the following week....that never happened . I called again and had to email again and add management to emails for a response and they said the tree company cancelled and they were setting up a new meeting....no one told me... I got another email after that saying they were working on it.. didn't hear anything until I reached out again , and again copied upper management and said **** was going to meet on Friday with the tree company (4/29) and she would reach out to me then on Friday ...she never did and now it's Tuesday...I told them if I didn't hear back by yesterday I would reach out to you and have heard nothing from them. They keep saying empty words and not doing anything and it's getting old. It was a request from almost 8 months ago now and it's still not done....that is unacceptable. And the lack of communication is horrible from them. I need this done immediately there is no excuse. I have attached some emails and the original work order for you to see. The Community Manger is *********************, the association manager is ******************* who lives in my neighborhood. ***** Tolley is the ** of Tolley Management and **** Tolley is the Broker owner of Tolley Management.

  Business response

  06/14/2024

  This is a *********************** and the owner stated a couple of things that is incorrect in this complaint. 1. **** is not the manager of the ***************** he is the board president. With all maintenance items the board of directors has to approve the work. *** is the manager and she was working with the board to get quotes to present to the board and see if it was within the budget to get this done. Although owners may think things are urgent there are other things that might be of a higher urgency, such as water leaks. 

  His situation was resolved. 

  Customer response

  06/14/2024

   
  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

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reached out to the management company regarding violation of bylaws that they advised the board of directors. The election for our community was held and quorum was not meet. The board of directors removed the other 2 officers without notifying us and why. We found out b/c we were removed from a groupme chat. I asked why and it was explained that our term had expired. I was confused since quorum was not meet. Then it was stated that they would have interviews to be on the board. I am confused why there are interviews being held when it is not stated in the bylaws. I was advised that they were advised by the manager of our account. It still did not sit well with me since only 3 more people wanted to be on the board. according to the bylaws you can add other officer positions. This property management company has provided misinformation time after time. I am not sure why the manager on our account is still on it since she has given inaccurate information to the board. This company has not upholding the rules and regulations. They have been in this business for a long time and i am not sure why they would allow people to be interviewed among other things. The people that are currently on the board weren't interviewed. As a management company they are supposed to provide communication to the community if changes are made to the voting rules. This is an unethical practice they are doing. I sent an email to the property manager and have not heard anything from them. I left a voicemail for the owner's son. I would like to know in black and white where it says that people have to be interviewed to be on the board and their qualifications. This is illegal!!!

  Business response

  03/01/2024

  Good afternoon!

  I appreciate you letting me know about the situation. I know that from time to time there is drama between Board Members. We do our best to mediate situations but in any case I will not stand for a manager doing unethical practices even if directed by the Board.  

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August I started getting notices again about my weeds, I reached out to ********************* the community manager and told him about my contract with ***** and asked for any suggestions or if there was anything else I needed to do to fix the weed problem. He replied with no suggestions or recommendations or assistance but advised that he didn't see a contract but would put the account on hold. sent him the receipts I had up until that day and he replied with a "Thank you"in October I went into my Tolley account and noticed I'm being fined 25$ a day. First, I would like to address that when the account was no longer "on hold" like ***** said it would be, I should have been notified. Second, I reached out to ***** right away, I called him and did not get an answer so I emailed him. He replied that he was busy and said I could call him that upcoming Monday. called Monday and left a voicemail, and waited a few days for him to call me back then I emailed him again. He called me back that day and unfortunately I was at work and on an important call and could not pick up, he advised he would call me again that upcoming Monday I replied letting him know I was on a call and was looking forward to hearing from him that Monday.I never received a call from him that Monday, and being a single mom juggling 3 kids and 2 jobs, I forgot to reach out again. but was still getting my lawn treated every month. January, I get collections notice from affirmative stating I owe money, and if I didn't pay, I would have a lien placed on my house. I reached out to Mackeinze immediately and explained to her the whole situation and she said she would reach out to the board and let me know. in my email i explained how I was in no way ignoring or neglecting the notices and that I was constantly working on trying to fix the problem all year long. She replied with a message from the board, where they stated that "because my lawn was NOT being treated they cannot waive the fees.

  Business response

  03/01/2024

  Hey ******!

  I know this situation was rectified but I'm submitting this answer on BBB to close this case on their site. If a situation occurs where you feel the manager is not providing you the level of service you expect, please feel free to call the main office line and request to speak with their supervisor/team lead. We will be happy to look into the matter for you to confirm that the manager is taking the proper steps to address you concern. Thank you!

*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. ↩