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:03/07/2024

  Type:Product Issues
  Status:

  UnpursuableMore 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.

  PRM breached contract, took funds from **, and has refused to reimburse us.

• Initial Complaint

  Date:10/03/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Phoenix Rising Management took unauthorized funds from our account in August 2023 as outlined below. We have been attempting to recover funds and the owner ******************************* has stopped responding to our request. He has charged numerous erroneous charges to our account, and has been know to do so. We have parted ways, and would like the return of stolen funds. See excerpt below, and attachments (We are likely owed more than *********, but this is an approximate amount. 8/24/2023 $10000.00 was withdrawn from reserve funds. No authorization was given. No explanation was provided. No payments were due or past due to Phoenix. On 8/31/23 $500.00 was withdrawn from reserve funds. No authorization was given, etc. We expect immediate return of our money today.

  Business Response

  Date: 11/07/2023

  Dear BBB: 

  We appreciate the opportunity to respond.  We are a residential management firm contracted by the association to provide management related services.  Both the association and management are commercial entities.  

  We negotiated a service agreement with the association ***** of ********* ************ *********** agreement (attached) defines both parties rights and obligations.   It is a contract.  This is a contractual dispute.  

  We are authorized all funds received under the agreement.  We understand the BoD disagrees.   

  We terminated the agreement with notice in early September and an effective date of November 1, 2023.   

  Under the agreement (section 25), we have 90 days from the effective date to provide a Final Reconciliation of Accounts.    

  We have asked the BoD to provide a consolidated list of any requested reimbursements by the end of November.  We will then, in good faith, consider these requests as part of the Final Reconciliation process.  

  If, after receiving the Final Reconciliation, a dispute still remains then we will conference with a member of the BoD to informally resolve the open disputes.  

  If we are unable to come to an agreement at that time, then we must move to formal arbitration under the agreement (section 32).  

  We ask the BoD to please provide a consolidated list of reimbursement requests and allow us the time to process the action as per our agreement.   

  I am available if either the BoD or BBB has any additional questions.  Sincerely, **********************;   ************** (extension ****) or *****************

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 20691963
  
  I am rejecting this response because:
  The response below went to my junk folder.  In addition,  we have yet to hear from Phoenix since November 2023 when we made a formal request for reimbursement.  This issue was not, and is not currently resolved.  Phoenix response to the BBB seems to have been yet another deflection of responsibility to reimburse funds that were erroneously removed from our account.   This issue is still outstanding with no resolution to date. See further below for the most recent demand for reimbursement.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/12/2023

  Type:Delivery 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 the management company to my condo building. On 8/24, a package was left by ***** and was likely stolen because it was missing when I went to go get it from the lobby. It wasnt there so I reached out to Phoenix to obtain the camera footage so that I can solve the issue with *****. Ive emailed several times since I discovered the package missing on 8/25 and Ive called and left a voicemail. The company has refused to respond to my request. As an association, I pay for this management company to manage our building. They have not gotten back to me and Ive reached out at least ten times.

  Business Response

  Date: 09/13/2023

  Dear BBB:  We are not the management firm for this association.  We no longer have control or access to the video footage and are unable to assist.  Sincerely, ************************* at *****************

• Initial Complaint

  Date:09/07/2023

  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'm a current member of an HOA board that uses Phoenix Rising Management, LLC. We recently notified Phoenix Rising Management, LLC, that we would cancel our service with them starting October 1, 2023. Prior to the cancellation, we received notice that the building bills to keep the building functioning had not been paid and received a collection notice that was addressed to Phoenix Rising Management regarding our building.Due to the lack of payment, the building board has noticed that there have been contracts signed without HOA board permission and that the majority of the building funds have been paid to Phoenix Rising Management and not to the bills for the building's safety. This resulted in the stoppage of services for the building.Since our notification of canceling our contract, all of our past and current invoices have gone missing, and we can't see the status of any of the building accounts. We have also had a lack of contact with PRM and have not had a phone call or email response in over a week concerning the issue at hand. We would like a copy of all documents pertaining to our building sent to the current board members as soon as possible due to the lack of payment of the bills for the building. We would like to settle all payments to PRM with no money down and not pay any additional costs billed by PRM.

  Business Response

  Date: 09/07/2023

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

  We have contract with the association which defines our relationship.  As part of the agreement the association is responsible for providing sufficient funds to properly administer the association.  Despite numerous requests, the Board has failed to provide these funds. 

  We do not have the funds necessary to pay the vendors and utilities.  We also have deferred on payments due us and have even advanced funds to assist the association. 

  The Board recognized this and agreed to a settlement if we would transfer the account early.  We did, and now you are asking us to waive all the fees due.  We trusted your word when we agreed to transfer the account and expect the Board to negotiate in good faith. 

  The method of dispute resolution is specified in the agreement.  

  Please assist with the account transition and honor your prior agreement to the outstanding debt due our firm.  Sincerely, ************************* at *****************

   

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20569371
  
  I am rejecting this response because:
  Complaint ID:
  ********
  
  The board members have discussed a settlement as an option with your senior associate. But she has stopped replying to our emails and calls. We have called and emailed your company multiple times and have not received a response until this complaint was sent.
   
  We are also missing all current invoices, agreements, and approvals to support your claim of agreeing to all contracts provided to the building by PRM.
   
  Please provide the item in question. And we will work with your team to get items transferred over.
  

  
  

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

  Business Response

  Date: 10/04/2023

  Reference attached complaint.  We were managing agent for the association, contract attached. 

  We agreed to let the association exit the agreement early and they agreed to honor any payments due our firm.

  The current balance due is large.  We asked for 3 months to reconcile the accounts at which time we will send them what we call a Final Reconciliation documenting any balance due. 

  With the attached correspondence, the association is trying to back out of the agreement.  They are saying we should transfer the account and not expect any payments from them. 

  Our authority to enter into agreements is captured in the attached service agreement.  We complied with the contract restrictions.  

  We will properly transfer the account as originally requested.  When complete, we will send a final invoice to the association, and we expect them to honor their commitment and make payment. 

  As a courtesy, we will reopen their data base at this time so they can access any documents stored in the association portal. 

  We will also attempt to prioritize and accelerate processing of the Final Reconciliation.  

  Please let us know if you require any additional information.   Sincerely, *************************

• Initial Complaint

  Date:12/14/2022

  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.

  Hello - I'm a member of an HOA board that uses Phoenix Rising Management, LLC. We recently notified Phoenix Rising Management, LLC that we will no longer be using them starting 01/2023. Since this notification we have started to see misc charges appear with no invoice. This has also been a problem in past and the owner (*******************************) has promised reimbursement but nothing has been refunded. Below is the latest activity with no description or invoices.DateDescriptionTypeCheck #Amount 12/2/2022Phoenix Rising Management, LLC - 505Invoice ACH-******* 12/2/2022Phoenix Rising Management, LLC - 505Invoice ACH-**** 12/2/2022Phoenix Rising Management, LLC - 505Invoice ACH-**** 12/2/2022Phoenix Rising Management, LLC - 505Invoice ACH-2016

  Business Response

  Date: 12/14/2022

  Dear BBB:

   

  This is a contractual dispute between two commercial entities.  The complaint is from a community association.  We are the current managing agent.  We are both considered commercial entities.  

   

  Our relationship is defined by the existing service agreement attached to this response.  At all times we have complied with the terms of our agreement.  

   

  The fees in question are authorized under our agreement (Section 3, 4, 6, 25, and the current pricing schedule attachment B).  Attachment B is also provided in this response.  

   

  The association has properly terminated the agreement.  We have accepted notice of termination and are in the process of transferring the account.  Please reference attached transition plan which is congruent with our agreement. 

   

  Per the agreement, the client has the opportunity to submit requests for reimbursement which we will consider/process during the Final Reconciliation of accounts (Section 25). 

   

  If the association is dissatisfied with our decision then they have the option to arbitrate under the agreement (Section 32).  

   

  We are complying with the terms of the existing agreement.  If the association wishes for us to consider a reimbursement we are happy to do so as part of the Final Reconciliation.   

   

  If any further disputes remain, the association or management, may arbitrate.  This is a contractual issue more appropriate adjudicated by an arbitrator. 

   

  We recommend the BBB dispose of the complaint.  We are available to answer any additional questions you may have.  Sincerely, ************************* at ************** (extension ****) or ***************************

   

• Initial Complaint

  Date:08/08/2022

  Type:Order 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.

  Phoenix Rising Management repeated overbilled our ************************************** and overcharged for our building insurance. They have a history of this behavior as seen in this CBS ******* News article: https://www.cbsnews.com/*******/news/condo-association-complaints-phoenix-rising-management/In 2021, per the 2022 budget, they charged our *** $7,164 for building insurance. I received the invoice from State Farm and the annual insurance premium is on $2,512. This is a financial discrepancy of $4,652. This is the same pattern of overcharging PRM lost its court case in with the ****** property in CBS property. I have attached the State ************************************** Policy and 2022 *** budget that was prepared by PRM. It is suspected that PRM is overcharging for snow removal and scavenger as well, they do not provide current invoices from vendors like they didn't with State Farm. I had to call State Farm to get our Association Policy.PRM had the decks repainted in the rear and within a year they started peeling. Multiple requests were sent to fix the issue and all requests were ignored. Please see attachment for picture of deck I suspect PRM CEO ******************************* will respond to this complaint the way he does with all the poor reviews on his ****** business page by gaslighting, claiming I've never been affiliated with the *** or accusing me of being a competitor. This is not the case.BBB please investigate this fraudulent company so this business will stop ruining peoples' lively hoods.

  Business Response

  Date: 08/09/2022

  Dear BBB:

   

  This complaint contains a number of inaccuracies.  We were never in a lawsuit with the entities mentioned.  No such complaints exist. 

   

  The association voluntarily participated in our insurance program and withdrew 2 years ago.  The policies were fully disclosed and properly priced. 

   

  The current coverage they have in place is substantially less than what we provided.  They have less coverage, lower rated carriers and higher deductibles.  This is why their policy costs less. 

   

  We do not have any relationship with their current carrier.  If they have a problem with this carrier, then they should contact their new broker.    

   

  The association chose the vendor to perform the work on the deck.  Not us.  If they have an issue with the work, then they should discuss it with the vendor who performed the work.  

   

  Please remove this posting it contains a number of inaccuracies. Sincerely, **********************;

   

   

   

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17690348
  
  I am rejecting this response because: **** claims he was never in a lawsuit for overcharging ***s.  I put the link in the initial response of where CBS ******* covered the story of him losing in court to two properties.  He even gave a statement in the news article.  You can read it for yourself, here is the link again https://www.cbsnews.com/*******/news/condo-association-complaints-phoenix-rising-management/

  I have attached the 2021 annual association policy and it clearly states the premium is $2,512.  PRM charged our building $7,164 in 2021 according the to 2022 budget that PRM created.  **** and his company stole $4,652 from the ***.  

  PRM does have a relationship with the *** insurance carrier State Farm.  I've attached a screen shot of email exchanges between State ********* Estate Agent ******************************** and PRM Community Manager **********************  As you can see from the email exchange, the *** Board of ********* has no access to the operating funds or reserves.  PRM has it under lock and key.  They overcharged/stole from our ***.  Please see 2022 budget to compare the numbers.  

  PRM hired the painters for the deck.  **** is lying.

   

   

   

   

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

  Business Response

  Date: 08/15/2022

  Dear BBB:

   

  Our position has not changed.  We were not involved in a law suit with the associations ********************** is referencing.  How do we prove a negative, it never happened.  

   

  There were allegations made, we did not agree with the allegations and the issue was dropped.  There is nothing there.  

   

  We do not have any relationship with State Farm.  It is the insurance carrier hired by the association.  The email referenced is us as managing agent attempting to make payment and resolve an issue on behalf of the association.  

   

  If there is an over payment, which I do not think is the case, then it is between the association and the carrier.  Not us.  Calling me a liar is not helpful.  

   

  We have a contact with the association.  We have complied with the terms of the agreement. Sincerely, **********************;

   

   

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17690348
  
  I am rejecting this response because: I have proved that PRM and ************************* was involved in lawsuits concerning overcharging by sharing the link of the *** ******* news article.  Here is a quote from **********************;"It's possible the wrong invoice hits the wrong box," Phoenix CEO ************************* said. "That's why I would offer, if ****** really feels that way, then I'm glad to meet with them for the purpose of coming to a resolution."  ************************* gave a statement admitting overcharging.  He and his company have displayed a pattern of overcharging that is not accidental.  This is a scam company lead by **************************  PRM settled the claim with **** N. ************************* for $12,000. "In a complaint filed with the Better Business Bureau, Neptune has accused Phoenix of committing fraud when it "created an expense," and took $15,792.92 from one of the association's accounts.  The management company denied that, but in an email admitted it did overcharge for insurance from a second account.  We incorrectly processed excess premiums of $8,181.76" the company wrote."  

  Here is the link again to the article showing the pattern of fraud and overcharging https://www.cbsnews.com/*******/news/condo-association-complaints-phoenix-rising-management/

  PRM continues to overcharge ******************************************; The *** has no access to it's reserve or operating budget.  PRM holds it under lock and key.  All payments are made by PRM and all changes must be approved by PRM so they can double and triple dip charges.  

  Please look at the ****** Reviews of PRM.  They have 1.6 stars. There are numerous accusations of fraud and abuse

   

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

  Business Response

  Date: 08/18/2022

  Dear Better Business Bureau:  

   

  The claimant has made up his mind and is not interested in hearing what we have say.  He is only casting aspersions and repeating unsubstantiated claims.    

   

  If we make a mistake, we are happy to work with the client to address the issue.  I am not aware of any such issue with this client.

   

  We stand by our statements.  There was no law suit.  We do not provide insurance to the association and we have no relationship with ********************************************************** has a service agreement with management.  Our responsibilities are specified in the agreement.  

   

  The agreement also has a provision for formal arbitration if the association is has a dispute. 

   

  If the association has a contractual dispute, they are free to enact the arbitration clause at any time.   

   

  Sincerely, **********************;

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17690348
  
  I am rejecting this response because: I have provided clear tangible evidence for the BBB to take action against PRM.  The evidence I have provided has shown a clear pattern of overcharging and theft by PRM.  I have provided a news article from CBS ******* in which ************************* admits overcharging two other ***'s and he settle those claims by paying them back.  He continues to overcharge/steal from the *** at 5944-46 Prairie Ave.  I have provided the annual insurance premium from the insurance company and over $4,000 has been taken from the *** and put in the pocket of PRM.  You can compare that to the 2021 "actual" in the budget PRM provided that I uploaded. 

  ************************* is using the playbook of don't believe what's in front of your eyes and continues to gaslight because ************************* is a conman.  It is very clear he and his company have a history of overcharging/stealing and are continuing to do so.

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

  Business Response

  Date: 08/26/2022

  Dear BBB:

   

  ********************** has not proven anything.  He is only repeating allegations which are unfounded. 

   

  What is it that he expects the BBB to do?  What does he expect us to do?  

   

  The association has a management agreement which provides for dispute resolution (attachment section 17).  

   

  This is a contractual issue best managed under the provisions of the agreement.   Sincerely, **********************;