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:10/08/2024

  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.

  On September 11, 2024 I had a major flood in the property unit due to the kitchen sink backing up. I was not living on the property at this time and the backup was caused by another unit owner. The kitchen sink backed up with dirty sink water and caused significant damage to the unit. I was notified of this by the association and was told they would have no involvement and I was required to go through insurance. The insurance estimated the damages to nearly 14k and I am in the process of trying to repair the unit. I have identified that the bathroom faucets do not have shut off valves and am in the process of trying to change out the faucets in order to ensure that such issues do not happen in the future if I am not on the property. In order to change the faucets and the plumbing those areas, it requires water shut off. The process to get plumbing shut off requires 72 hours notice and all documentation that is available to be provided to the association. I have been struggling with getting their approval to shut off the water for weeks now since and the rejections at this point feel personal in nature. I am unable to live on the property that I own and every conversation I try to have with the association results in them refusing to connect me with the department that is in charge of approvals and they only respond to be patient. Despite this, they have rejected my requests nearly half a dozen times and all the rejections happened within hours of my submission. I have provided all the required documentation based on their forms but they are still delaying the approval and saying it will take "as long as it takes," which is preventing me from fully moving into the property. The management office is refusing to cooperate, denies that any delays are their fault, and refusing to provide any timeframe as to how long until the approval is granted. I simply want to move back into my home.

  

  Business Response

  Date: 10/13/2024

  Thank you for your comments. We believe the whole story should include: Required ARCH form was provide 3 WEEKS prior to the submission. When the form was submitted, the details and information required was not provided. Work has been done in the unit without any approvals. The multiple calls daily boarders on harassment. Upon the completion of ARCH form with the information required it is my understanding approval was provided. 7 days is the usual timeline when all documents are provided.
  

  The unit owner is responsible for the damages to their property and should contact their H06 provider. The water shut off involves advising all unit owners in the building of the shut off. This is contained in the rules.

  The rules also require moving deposits and inspections prior to moving in and out of the building. Your last tenant moved without posting the deposit or providing move out dates.

  Sincerely,

  Mill Creek Condominium Association
  

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22398192
  
  I am rejecting this response because it fails to accurately address the depth of the situation.
  
  Business stated that the ARCH form was provided in advance, but upon review of the form and the kind of work that required approval, unit owner determined it did not apply at the time.

  
  Business stated, “Work has been done in the unit without any approvals.” This is an inaccurate statement as the work that has been done previously did not require approval, per the rules & regulations. Standard changes, i.e. changing cabinetry and appliances, does not require approval per the rules & regulations. Repairs to the unit that had to be commenced were due to a kitchen sink flood that was caused by another unit owner. The unit was flooded with dirty, rank smelling sink water and caused over 14k worth of damage to the unit. Immediate steps had to be taken so as not to cause further damage and the repairs that were done were within rights of the unit owner.

  
  Once additional work needed to be done that did require board approval and the form completion, I completed the form to the best of my knowledge and abilities and followed up with the board to see if the information provided was sufficient. No information was provided other than ‘the department that handles these forms will reach out if they need additional information.’ Instead of providing clear instructions or a quick phone call with the individual reviewing these forms, the business refused to cooperate or otherwise make the process easy to understand. Instead of communicating all the issues it had with the form at once, the business proceeded to reject the completed form on a daily basis, citing one thing wrong at a time, unreasonably prolonging the process and without having any supporting reasoning to the rejections. Business requested additional documentation that did not exist and expressed that all the documents were required, despite the form not accounting for DIY repairs that did not involve contractors/vendors.

  
  Business stated that “The multiple calls daily boarders on harassment.” I kept calling because everyone in the office refused to provide any assistance or information. Even as little as saying that these forms are reviewed within 7 days, the only thing that kept being repeated was “if there is any additional information that the individual needs, they will notify you.” This statement was unhelpful and counterproductive given the multiple rejections that I received after completing the form, and I was trying to seek some understanding instead of simply being told to resubmit the form and wait to see if it was rejected again or if I would be told that this department doesn’t accept a certain type of submission (despite, again, no restrictions being identified anywhere on the ARCH form).
  
  Business stated “The rules also require moving deposits and inspections prior to moving in and out of the building. Your last tenant moved without posting the deposit or providing move out dates.” That is correct and that was resolved with the previous tenant through the damage deposit, but this should not be a basis for subsequently penalizing the unit owner from returning and being able to live on the property and otherwise being rude and unhelpful at every turn. 
  
  Sincerely,
  
  Natalie Elizaroff

  

  Business Response

  Date: 10/15/2024

  The form required for REMODELING request specific information and has specific instructions attached. This form and instructions was provided on 9/12/24. The Form was submitted on or about 10/2/24. Incomplete and without details of work being done. This process is well documented and it is also well documented that the required information was not provided. The scope of work has continued to change and if the unit owner does not provide the information we have nothing to work with.

  We are unaware of major flood damages of $14,000 from the kitchen sink back up. Per the Mill Creek Maintenance advised that only water on the counter and on the floor.

  We have reviewed all our communications and notes. Everybody has gone above and beyond answering all your emails and phone calls. It is really unfortunate that you feel the need to blame the great people that work for your association. Everything has been documented. Very Disappointing..
  

   

   

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22398192
  
  I am rejecting this response because the response from the business fails to accept any responsibility on their part for the poor process regarding this situation. Accordingly, I need to clarify several points.

  
  As a new unit owner, I have made every effort to understand and comply with the processes of the Association. I have reviewed the rules & regulations, bylaws, and declarations. Throughout all these documents, it has become apparent that home DIY projects are not properly accounted for and the association is incapable of handling requests that do not involve professional vendors and contractors that perform the work. It has been frustrating to feel as if I should inherently know all the details and requirements without proper guidance. It has been doubly frustrating that the Association’s requirements for approval of work are based on only one set of standards, and they do not revise their position despite the difference in situations between contractors/vendors and individual home owners. Likewise, any clarity on the subject matter is met with hostility and deference to email communications. This lack of communication regarding the approval process has also added to my disappointment.

  
  Regarding the flooding damage, I have reported the issue multiple times, and the extent of the damages was clearly communicated during several calls and emails, hence the request to begin the work sooner rather than later. Initially, the association stated that it was my responsibility to handle the damages with the insurance, which led me to believe that no further involvement on their part was going to happen. Likewise, the association never requested for documentation regarding the flooding, and based on my understanding of the rules, it was not required. As it was water damage, seeing the water on the floor and counter was simply the beginning of the extent of the issues, because by that point it had been sitting and it was the visible aspect of the water that had otherwise seeped into the vinyl flooring and cabinets. The flooding situation is very concerning regarding how it was handled because my unit is on the ground floor and had been standing empty before the flooding, with only one other unit connected via the same pipes. Despite the fact that there was no possible way for me to have caused the backup, I am left dealing with the significant damages, but the other unit owner where the backup may have come from, has had no warnings, discussions, or any repercussions because the association has not done anything.

  
  The scope of work has not changed and as I indicated on the ARCH forms, it is simple bathroom and kitchen repairs/remodels that need to happen and have provided sufficient documentation to determine what is being done. Based on the rules/regulations/forms, the changes I have made prior to completing the form did not require board approval as they were for cabinetry and appliances. Communication with the board has been unfriendly, unhelpful, and hostile at times. It has made the prospect of living on the property concerning as it makes me feel like the association will retaliate or otherwise make living in my home a struggle.

   

  
  Sincerely,
  
  Natalie Elizaroff

• Initial Complaint

  Date:03/09/2023

  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 "management" company has been extremely rude and problematic. When we ask to speak to a manager, we are told no one is available. When we have gone to the office, we are talked to from behind a glass door. No issues are ever resolved and asking something from them is like pulling teeth. We are being charged 4k+ for insurance we have had and we have tried to contact a manger to show them proof of this insurance coverage and they keep insisting we pay. Not only has this put pressure on me but also my family and they helping resolve this unnecessary issue. No one in that office seems to care at all for the people they are servicing, it's horrific. I was much happier with the previous management company.

  

  Business Response

  Date: 03/16/2023

  ********************* ******************************* of ********* have instructed Hughes Management to provide notices and fines to unit owners that are not in compliance with the CC&R and Rules and Regulations. Unit owners are required to provide proof of insurance. The attached documents provide all the requirements from the CC&R and the Rules and Regulations. This unit owner has provided past proof of insurance but has failed to provide the subsequent renewal certificates upon the renewal. Many communications have been sent to the unit owner that failed to comply.

  The ***** of ********* for Brentwood has held hearings and has determined that the unit owner was NOT in compliance and the unit owner has been assessed fines in accordance with the Association documents.

  The decisions of the ***** of ********* is NOT a decision that Hughes Management has control over and as administrators we must send the ***** determination to the unit owners.

  The complainant has appeared at our office and has been very disruptive and has been asked to leave for the safety of our staff. We ask that the complainant not visit our office.
  

  Sincerely

  Hughes Management
  

• Initial Complaint

  Date:01/16/2023

  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.

  My parents sold their Mill Creek Condominium in June of 2022. Hughes Management fined them $200 for failure to notify them of the move out date and paying the proper fees. I felt that the fine was not justified because I made multiple attempts to communicate (see attachment) with Hughes Management prior to the move out and never received a reply back. When I questioned about the fine, I was told that I need to file an appeal and ***** of ********* will review it at the next meeting.I submitted my appeal (see attachment) on July 8th and received a reply on July 11th stating that it will be reviewed at the next meeting. After not hearing anything, I sent another email on September 12th requesting for an update and received exact same reply (copy and pasted) from prior email. Since I didn't get much information from previous email, I sent third email on September 30th asking how often does the association meet, when is the next expected meeting and never received a reply back.After waiting and not getting any update, I called on October 24th to find out when the next meeting is thinking that meetings might be held quarterly since last meeting was in July. I was told that it is done every four months. In January 2023 I was able to obtain an email (see attachment) that was sent out to the residents in October regarding the meeting that was held on November 8th.I called again on January 5th, 2023 to inquire about the appeal. At first, I was first told that since I am not a resident, they are not able to help me. I insisted that I am looking for a resolution to appeal that I filed in July. I was asked my information and told that I am not in their computer they can't do anything for me. Which is not accurate because my father had signed their required form with my information giving me permission on their behalf. Only thing that I asked for was my appeal to be heard by the ***** members and I have been given run around for six months.

  

  Business Response

  Date: 01/20/2023

  Complaint should be to the Mill ****************************** Person submitting the complaint was not an owner at Mill Creek. Parents were the owners. Owners were represented by an attorney for the transact and sale of this unit. Seller and attorney were aware of the move out requirements.  All Forms and documents were provide to the seller and their attorney. that are attached and part of the Mill Creek Condominium Rules. Seller failed to submit move out form and deposit and was assessed a fine.

  All communications with Seller Attorney are attached.

  Thank You
  

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18820061
  
  I am rejecting this response because it is not pertinent to my complaint with BBB.  My complain is not regarding the fine that was assessed. It is about the failure by Hughes Management to follow the proper process that is in place to appeal the fine.  They had an opportunity to bring the appeal to the Board Members on October 8th meeting and since I/my parents did not get Board's decision, I am assuming that it was never brought up. After six months of delaying and failing to communicate, I was told on January 5th that there is nothing that they can do for me.  That is when I decided to file a complaint with BBB.  If BBB needs me to go in detail about why I feel that the fine is not justified, I can do that, but that is not what my complaint is about.  I know the decision regarding the fine is for the Board to make and in order for that to happen Board Members need to hear my appeal.  After six months, I have lost trust in Hughes Management to do the right thing and that is why I am asking to speak directly with the Board ********** ********************************************************* Management is correct by stating that I was not the owner of the condo at the time of the sale.  They failed to mention that my parents had filled out and signed the Owner Information Form, which included my information, giving me permission to speak on their behalf.  I was the primary contact during the sale process and if that is not true, then why did they reply to my emails and phone calls.  It is the same reason that I am filing this complaint on their behalf. 

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

  

  Business Response

  Date: 02/07/2023

  The complaint is about violating the rules that are set by MILL CREEK. The unit owner was provided the moving requirements. There son was provided the moving requirements. The owner's attorney was provided the requirements. The owners son claims that he appealed the fine. The Board reviewed the violation and the fine was determined BASED ON FACTS. The moving REQUIREMENTS were not followed!!
  

  The owners son is not a proper party and his claims are FALSE and UNFOUNDED. The owners son has contacted the Board President who has also advised him of the FALSE CLAIMS against MILL CREEK and Hughes Management.