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:01/07/2025

  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 complaint is in regard to the property managements allocation of funds derived from the annual budget. I have been a resident of ******** ****** for two years. The annual snow removal budget is $8000. The total snow accumulation over the last two years has been less then 12 inches. Our side streets not associated with the hoa our plowed constantly and allow for traffic to move. By the time our streets do get plowed they are unable to get to the street because of hardening of the snow. This creates a sheet of ice that does not allow for trash collection. Last year the trash sat out for two weeks because our street wasnt plowed. The snow had to melt in order for the trash to be collected. I believe the management company does not have a contract in place to plow our neighborhood and is hiring off the streets, so to say.
  
  There is also a $30,000 budget for ground maintenance that i dont believe is being spent at that level as well based on the services rendered.
  
  I believe conway needs to be investigated for embezzlement and would appreciate any assistance i. This manner.

  Business Response

  Date: 01/15/2025

   Not sure if this homeowner understands how an HOA operates. When a snow or ice storm occurs depending on the severity of that storm depends on when the snow contractor comes out. Typically, if it calls for 3 to 5 inches then the contractor comes out near the end of the storm to remove the snow from the common walks and parking lot and to treat the walks with calcium and the roadways with salt to help dry out those surfaces and help to melt any ice on those surfaces. Treatment depends on the amount of snow accumulation during a storm. In the past few years, we have had more ice storms then snowstorms. It also depends on the temperatures before and after the storms. We have contactors that do follow-ups at different times of the day as needed. We are battling mother nature, and the storms may change their severity many times during the storm. The Assocation does not treat or dig out unit owners' cars, that is the responsibility on that owner. For example, the snow fall that occurred on January 6, 2025, which started around 1:00 am, we had the snow contractor out there near the end of that storm at noon to clear walks and streets. The next snow fall was around 5 pm that night and the contractor went back out to treat once the storm was over. Then I had them treat the next morning where needed. I was out on proprieties that Tuesday to inspect and notified contractors of any areas they may have missed or needed to be treated again. Contracts are always in place by November 1 of each year. If the snow category is under for that year, then the remaining balance would be put into the reserves for the Assocation. It is never credited back to a homeowner. Every year an independent certified Accountant does the Associations taxes and audit; Trash cans are put in front of owner's cars or up on islands and during snowstorms if a pathway is not cleared, then trash will not be picked up. There are also occasions where the trash companies will cancel trash pickup for several days as they did last week. That is out of our control. Their budget is very tight, and the dues are low, especially since the Assocation pays for owner's trash pickups.

• Initial Complaint

  Date:10/15/2024

  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.

  On sun 10/13/24 Conway management decided to pay the street that i live on. Thy put out signs only hrs before we were to move cars. The company advised that we move our cars by 8am the next morning. Everyone on my st had the opportunity to move there cars but me. They towed my car to towson. i had to pay $330 to get it out of the impound yard. I contated them and spoke to a lady by the name of Maria. She was very rude and unproffessional. She did not want to help me and advised i talk to Vince. I spoke with Vince and it had to be his first day ever doing his job. He was dismissive and i asked why they towed my car he said it had been parked for 2 to 3 weeks and had not been driven. I said how do you know how long i had my car. Are you stalking me? He said that HOA members advised that they tow the car because it sat there. I said i work from home and i can drive as much or as little as i want. He said i dont drive enough to park my car there. This is insaine to tell a new home owner how much they can drive there car and he said he dont give a f about it and hung up on me. I want to be refunded for have my car stolen by this company. My car was not illegally pard and it was in a parking spot like anyone else. They lied and said they left a not on the cover. I receieve no note that my car was a issue. They just felt like towing it. The neighbors are HOA members and apparently are stalking me. I DO NOT APPRECIATE FEELING LIKE I CANT LIVE IN MY OWN HOME. This is the worst experience i ever had. Not sure if this is some kind racist company or they just incompetent. Im the only one that had to pay for towing for no reason.

  Business Response

  Date: 10/15/2024

  Notices were mass e-mailed to all residents on October 9, 2024 regarding moving vehicles for seal coated asphalt repairs on ****** **., Baltimore, MD. The board of directors brought it to our attention that there was a covered vehicle sitting for over two weeks and not being used or moved.  Residents thought it belonged to ** ******.  We e-mailed and called the owner and their son with no response.  The vehicle was tagged on Thursday, October 10, 2024 approx. 1:00 p.m. The tag was placed on the cover of the vehicle indicating that it would be towed by 5:00 p.m. on Sunday, October 13, 2024, if it was not removed.  Since the vehicle was not removed, the tow company arrived at 5:00 p.m., car still covered, tag removed and the vehicle was towed.  The owner of the car called our office on Monday, October 14, 2024 to ask why the car was towed.  He did receive the e-mail notice regarding moving his vehicle.  We explained that the car was tagged, not fully knowing whose car it was since it had been sitting there for weeks.  Therefore, the owner of the vehicle is responsible for the towing cost.

  Customer Answer

  Date: 10/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: all of what you say is a lie. No one contacted me and no one told me about the paving of my street. You towed the car illegally because you wanted too. I parked the car a couple of doors down because i cant even get a parking space in front of my home. Your reviews on Yelp, Better Business Buerau and google show what type of company this is. You guys have one star rating. You refused to respond to me directly. I have been calling since Mon and have been met with with hostility and are very dismissive. Even i called today and your response to Maria is im going through the Better Busness Bureau. When i talked to Vince he admitted you guys have been watching me and my property. I do not approve of stalking or harrasment of any kind. I pay my bills and mind my business. This is the most unporfessional and unpleasent experience. No one should have to move there car when they are a homeowner and everything is legal on there car. Even so i will not accept any thing less than my refund. Vince said that i dont drive my car enough for your company and said my car is storage. I noticed you forgot to lie about that. How can it be storage if i own it and do drive it. You never tagged my car or notified me. It was parked legally and not bothering anyone accept the people that continue to stalk me and my family since i moved in. This harrasment is unacepptable and illegal 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Customer Answer

  Date: 10/21/2024

  I feel as though this was not resolved. No evidence or proof. This company stole my car illegally and justice was not served. They none of the things they said. I walk past my car 4 times a day that’s how I knew what time they took it. Yall don’t even look at there reviews. They have a 1 star review with literally every review service including yours and some how you think that this is ok in the yr 2024. This is exactly why they continue to be slum lords because you failed to hold lying companies accountable 

• Initial Complaint

  Date:07/12/2024

  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.

  On July 2024, a pipe in the master bathroom had a hairline crack. At first it was thought to be an issue with a recent tiolet repair. *** *** ******* had someone come out immediately. The restoration company pulled up the flooring in the bathroom and master bedroom. They thought that the leak was coming from the toilet. They were removing some of the wall because black mold had formed. It was at that point that the discovered it was an active leak in the wall. They advised us to call the property management and insurance company. We canned Conway Management and they sent out the Plummer. Their Plummer identifies that it was a hairline crack in a common pipe, he said that Conway would be responsible for all of the repairs to include the payment to the restoration company. To date, they are ignoring their calls and they are planning on charging me $1200 for the work that was done.
  
  Conway is also struggling to return my bathroom and bedroom to the way it was and the easiest and quickest way to do it was to upgrade some of the materials....they want to charge me over $3000. I don't want upgrades, I am a 79 year old woman on Oxygen, I am living with my daughter right now, because my house is unsafe for me. I want to go home and have my bathroom and bedroom fixed. My daughter has emailed Conway, but they just ignore her.

  Business Response

  Date: 07/18/2024

   This service was report to Conway Management on 6/22/24 that was in June not July. The owner had other contractors in her unit dealing with her leak before she notified us. Once we were notified our Maintenace man came out and found a small pin hole in the main behind her toilet and the wall cabinet he took down. He did a temporary repair so she could have water and we contacted a plumber to do the repair. By the time we were there her contractor removed drywall that she said had mold on it. Our Maintenace man found no mold and put a fan to dry what little water was on the demoed floor. Our manager Vince told her the Assocation will take care of the damaged items except for any betterments she has in the bathroom. That would have to go through her insurance in accordance to the state condo act. The Assocation is ready to do the repairs and we have been since about June 28, 2024. We have also given her a price on her betterments through the contractor who is doing the main job which cost $3,186.80.  Vince has talked to her daughter ****  ******** and sent emails requesting an answer on whether they are going with the upgrades or not. Once we get the confirmation from them on what they want to do or not to do betterments then we can move ahead with the repairs. The Assocation is paying for the rebuild $5,095.02 and if the owner wants her betterments, then she needs to agree to pay $3,186.80 or she is welcome to get a price from another contractor on her betterments. Not sure what she is talking about on the $1200.00 charge. Not from us. We have not been able to get the cost or the pictures from the company she had contracted for clean-up" Kellie and clean sweep". We have no pictures of what got wet or prove of any mold and no invoice for their clean-up. We need an decision on betterments. If they say no on the betterments, then we can move forward. If they agree and sign a contract with the contractor on betterments, we can move forward. We are at a stand still till they make up their mind. 

  Customer Answer

  Date: 07/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because, Conway has not responded or provided enough information in order for a decision to be made.  They are trying to bully me.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:02/29/2024

  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.

  Leak in roof lead to water damage in my dens ceiling have contacted Conway many times they know about problem roofing company was called said they have not heard from Conway since originally called would like our ceiling fixed and roof repaired to stop leaks and be able to put my stuff back in den Conway knows all about what is going on they just keep putting us off just want it fixed

  Business Response

  Date: 03/07/2024

  Thank you for reaching out
  to us.

  After you originally contacted us, we sent out a contractor to review
  the issue and make a recommendation on how to remedy the situation. After not
  hearing back from that contractor, you notified our office again, and we sent
  Conway Management maintenance out to review the situation. Once our maintenance
  reported back to the office, we contacted a different contractor to take a look
  at the roof so they would be able to make repairs. The second contractor reported
  back to us that they contacted you and you told them that there was no need for
  them to investigate.

  
  We have followed-up with the
  second contractor and they are going to contact you again and make a repair to
  the roof. Once the roof is repaired, we will have maintenance contact you and
  repair your ceiling inside your unit. 

• Initial Complaint

  Date:01/22/2024

  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 has been an issue from beginning of 2023 but the emails with Dan S****** (property manager) started in September 2023. The building was built in 1973 and doesn't seem to be up to date on a lot of things. My issue is there is no insulation between me and the apartment above me. I've had a company come and give me a quote on how much it would be. I have written a letter that Dan told me to write to the HOA members to have them approve the insulations. They did not. I had a quote done on just my room and he still has not replied to me on that since November 2023. He had someone go up there and do floor joist which I don't understand why I wasn't told to be there so I can tell them where it's the loudest. It did not work. I've spoken the the neighbors upstairs more than I've wanted to. They're inconsiderate renters who plainly do not care. They have 4 adults 1 child and a 1 year old living in this 2 bedroom 2 bathroom apartment. When the 1 year old runs across my whole ceiling and lights rattle. I've also complained about the gutters that are so jammed up that it broke right outside my window. The neighbor across from me had issues and they did nothing. They don't seem to ever want to help you out with anything and yet the HOA goes up every year. And when you call about anything they just say they are not responsible. That whole building has to fall apart for them to do anything. I've had water leakage from the apartment above me and they removed all the insulation and never replaced it I know that because I saw it with eyes when the company was looking. Anytime a person steps anywhere it is the loudest creaks and I don't understand how a business can run like this. I'm not the only one complaining. I would like to be able to sleep like a normal person and have my whole apartment fixed and where I don't have to hear them snoring.

  Business Response

  Date: 01/29/2024

  Thank you for expressing your concerns. As you stated, the
  buildings are aging and there are different standards when buildings were built
  then versus now. The Board of Directors is in control of whether or not certain
  projects are completed in the community, not the management company. The Board
  of Directors for a community hires a management company to oversee common areas
  within that association. As for the insulation for your ceiling, this is what’s
  referred to as a limited common element. Limited common elements are things
  that only service an individual’s unit. Insulation, as an item that is
  contained within and only servicing your unit, is a limited common element. It
  is not a common area for which the Condo Association is responsible. That being
  said, the board did agree to try to abate the situation by securing the
  subfloor from above. This was completed. As, for the downspouts, they are being
  worked on in a few different spots throughout the community and will be
  repaired. The matter of your ceiling will be re-reviewed with the Board of
  Directors, and we will reach out to you with any updates.