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:10/06/2023

  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.

  Do not, under any circumstances, use this company to manage your community. Our homes are now in jeopardy because very bad and possible illegal actions were made by this company that are now leading to possible liens on our homes and a lawsuit. They seem very corrupt. There have been multiple issues throughout our community that they simply ignore as well.they collect their pay check but do not make the necessary repairs or routine safety checks and maintenance on our buildings.we suspect they may have also stolen money from our accounts or it was mis-spent.they do not care about communities only using them and milking them dry till the community is destroyed. Im not one to exaggerate and this is the first time Ive been moved to write a review in BBB. Now that my home is in jeopardy, I want to see them pay for what theybe done, and at least stop managing us.

  

  Business Response

  Date: 11/02/2023

  Dear Sir or Madam:
  
  We received notification from your office that complaint ID ******** was filed against our organization regarding community maintenance concerns and allegations of financial indiscretion.  We note that an Association’s Board regulates how their community is managed, to include approval of expenditures for common area repairs.  As the Association's agent, our role is to solicit proposals for work, obtain and issue recommendations, and provide general assistance to help confirm the viability of a project.
  
  The decision to proceed with a project is also impacted by the Association's financial situation.  We note that the complainant's community has a persistently high delinquency rate, which they have contributed to by frequently not paying their assessments in a timely manner.  We've attached a copy of their account statement showing their payment history and significant outstanding balance as of November 1, 2023.  This issue effectively limits the Board's options with regard to common area maintenance, leaving room for only the most critical work.  To that end, the Board approved a contract for stair repairs to satisfy a requirement from the County, as failure to do so would result in the buildings being declared condemned.
  
  Their delinquency rate has also caused a capital infrastructure partner to terminate its agreement with the Association.  Despite this setback, we've worked with their Board to steadily lower delinquencies and better position the Association to be approved for a major loan.
  
  While it is apparent that the complainant disagrees with their Board’s decisions, the allegations made in this complaint regarding our organization’s size motivations and character are entirely false, inappropriate, and irrelevant to the actual concern raised.
  
  In light of the information provided above, it is our position this complaint does not reflect any prior or present negligence on our part.  As such, we request that your office close this complaint at your earliest convenience.

• Initial Complaint

  Date:05/10/2023

  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.

  I am receiving a parking fine for a technical issue with the operators website. When attempting to register my vehicle with a 2 letter license plate the website will reject the plate and consider it invalid. Therefore, I was unable to proceed with registering my car. After receiving a fine in the mail I contacted technical support and they will not acknowledge there is an issue and denied my claim. I have asked support twice to show me how to add my license plate with no explanation. Now I'm being forced to pay a fine for their own website issue.

  

  Business Response

  Date: 05/15/2023

  Dear Sir or Madam:
  
  We received notification from your office that complaint ID ******** was filed against our organization regarding a parking fine allegedly billed due to an online vehicle license registration issue.  We note that we are a property management organization serving residential HOAs and condominiums.  Our organization does not offer online vehicle registration services, nor do we manage such a database, nor do we have any record of correspondence from the complainant's email or phone number.  It appears this complaint was erroneously attributed to our organization, and it is accordingly our position this complaint does not reflect any prior or present negligence on our part.  As such, we request that your office close this complaint at your earliest convenience.

  Customer Answer

  Date: 05/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  Date:02/21/2023

  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.

  We are given the privilege to be involved in your community. Given the opportunity to witness the success of your personal dreams, invited to attend and assist while we observe each and everyone's personal narrative. We are Metropolis. Founder/President: ***********************” This organization primarily operates in the Condominium Manager business. Why? Because there is no oversite from the state. It relies on the Board, of whom, Metropolis has over the years has convinced into taking a step back, thus allowing for them to have full control. This organization has been operating for approximately 37 years. Metropolis Condominium Management is estimated to generate $662,521 in annual revenues, and employs approx 5 people at this single location. How is that possible? They do the bear minimum to maintain the property. There is currently a huge sinkhole in front of my unit that they have refused to fix, claiming it is water damage thus is not covered by the association.

  

  Business Response

  Date: 03/22/2023

  Dear Sir or Madam:
  
  We received notification from your office that complaint ID ******** was filed against our organization regarding a sinkhole in front of the complainants unit.  We note that an Association’s Board regulates how their community is managed, to include approval of expenditures for common area repairs.  The decision to not action the complainants sinkhole concern was reached by their Board.  As their agent, we must ultimately follow their direction within the boundaries of local law and our management contract.
  
  While it is apparent that the complainant disagrees with their Boards decision, the allegations made in this complaint regarding our organizations size, revenue, and political motivations are entirely false, inappropriate, and irrelevant to the actual concern raised.
  
  In light of the information provided above, it is our position this complaint does not reflect any prior or present negligence on our part.  As such, we request that your office close this complaint at your earliest convenience.

• Initial Complaint

  Date:01/31/2023

  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.

  Metropolis Management Company on behalf of ******* ***** Homeowners Association in Baltimore, Maryland allegedly amended community documents in January, 2019, however; those documents were not release to mortgage holders in accordance to Maryland Law. I have made several requests for a true/final copy but have been unsuccessful. The only copy release to me upon request is marked "draft" and has not been approved/signed in accordance to previous/original community documents and Maryland Law. Metropolis/******* ***** Association continues to enforce alleged amendments by making threats and issuing fines against mortgage holders.

  

  Business Response

  Date: 03/22/2023

  Dear Sir or Madam:
  
  We received notification from your office at that complaint ******** was filed against our organization regarding an unfulfilled request for their community’s amended governing documents.  We note that the complainant has since been provided with the final version of their community’s guidelines that were filed with their County.
  
  The allegation that we and/or their Association enforced the amended documents “by making threats and issuing fines against mortgage holders” is apparently misinformed and misleading.  We again note that the amended documents were officially adopted by the Association and filed in the County repository making them binding.  Furthermore, it is a duty of an Association’s Board to enforce its community’s regulations.  As their agent, we support the Board as outlined in our management contract in pursuit of that obligation.
  
  In light of the information provided above, it is our position this complaint does not reflect any prior or present negligence on our part.  As such, we request that your office close this complaint at your earliest convenience.

  Customer Answer

  Date: 03/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The alleged amendments were not done in accordance to previous Bylaws and or Maryland Law. There's no record that the association obtained the required amount of votes from mortgage holders to pass the amendment.  Instead the Board took it upon themselves to pass the amendment.  Further,  there is no evidence to support such amendment were approved by Baltimore County.  
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:01/18/2023

  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.

  We have been without hot water or heat from January 17th and today the 18th. The property manager says the plumbers are working on it. This is unacceptable.

  

  Business Response

  Date: 02/07/2023

  Dir Sir or Madam:
  
  We received notification from your office of a complaint regarding a plumbing issue that temporarily disabled hot water and heat at the complainants community on January 17-18, 2023.
  
  In reviewing our records, we discovered an underground leak several days prior and immediately dispatched a commercial plumber who worked very hard to get the pipe repaired, but the work took longer than expected.  During this time, the entire community was without hot water and numerous updates were sent to the community keeping them apprised of the status, with some even reaching out expressing appreciation for the constant communication from our very diligent agent.  The repairs were completed on the afternoon of January 18, 2023, and we began receiving emails from residents confirming their heat and hot water was restored.
  
  In light of the information provided above, it is our position that this complaint does not reflect any prior or present negligence on our part.  As such, we request that your office close this complaint at your earliest convenience.

  Customer Answer

  Date: 02/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:11/23/2022

  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.

  Property management company has not been responsive to issues requested. Several lights have been left to go out in buildings on ********* ***** in ********* ********. This has resulted in seniors complaining and danger to visually impaired residents. The gym we all pay for has been locked and unavailable for 5 months now. I have requested several times to have this repaired and nothing is being done. The property manager has been combative in public meetings and insulting to residents over email and verbally. Please help us restore some order to our community.

  

  Business Response

  Date: 01/04/2023

  From: ***************** <***************************************>
  Date: Wed, Jan 4, 2023 at 11:05 AM
  Subject: RFA ******: Complaint 18457670
  To: *********************** <***********@mybbb.org>
  
  Hi, *****:
  
  Regarding the fitness center being inaccessible:  Notice was sent to residents on September 28 that they would not be able to access this because, after completing the upgrade to the door entry system, we learned that the existing key cards held by each resident no longer worked to unlock the doors.  We had to wait until new key cards arrived, were programmed into the system and distributed to residents.  At the end of October, I began issuing the new key fobs to residents.  When I gave ************** his new fob, he informed me that he had been utilizing the gym with his old key card.  I told him we had recently discovered the lock was disabled on the gym door and anyone could enter at any time, that in fact his card was not unlocking the door because it was in a permanent state of unlock.  From **************** own words, he had been utilizing the fitness center during the month of October and while most residents believed it to be inaccessible, ************** knew this was not true for him.  We eventually got the lock fixed and then had an internet service issue that kept the fitness center inaccessible for a couple of weeks going into November but in no way was the center closed to anyone for 5 months.
  
  Regarding the lighting issues, I am aware of complaints made of exterior lighting.  This issue existed mainly because we were without our usual on-site maintenance person who was responsible for resetting the exterior building light timers.  I personally took on this task but it took me a few tries to get some of the buildings set correctly.  At the same time, ************** was complaining on social media about the interior hall lights (on the same timer system) not coming on early.  I personally walked to his building on multiple occasions and found the lights to be on during the time he said they were off. There were other interior lighting issues, specifically burned out light bulbs that did take longer than I felt necessary to get repaired but not having an on site person meant we had to rely on an outside contractor to perform the work. 
  
  I cannot speak to the emails ************** refers to.  I was in attendance at a meeting in September where a resident was very rude when asking about repairs to their unit.  The property manager,s first response was civil but the conversation went down hill from there.  Yes, the property manager could have handled it differently/better but it takes 2 people to argue (3 in this case as it was a husband/wife and the property manager).  I did not find it to be combative or insulting.
  
  I hope this helps clear up some of items in this complaint.
  
  

  Customer Answer

  Date: 01/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  It's complete fallacy. By their own admission the gym amenities were unavailable for the community. No one from the management company has come to our buildings, and only now that these complaints have been filed has anything actually been accomplished. The management company also forgot to pay some of our community bills resulting in a shutdown of our community internet service that controls the doors to the gym amenity.

  Overall, this has been an awful experience as a customer of this business, and my complaint still stands. 

  Regards,
  
  *********************

• Initial Complaint

  Date:10/15/2022

  Type:Sales and Advertising 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.

  9/18/22 I parked in a lot managed by this company. I scanned the QR code and received a text to just drive out to pay. I drove out a few hours later. Mid October I received an email with a bill for >$100. 70 of that is a fine. 30 for parking. I disputed and sent them screenshots of the text informing me I had checked in and just needed to drive out. They denied my dispute with zero justification and said it was final. No explanation. No contact. Nothing. News channel * in Nashville just did a story on their faulty technology. I do not feel I should have to pay for their error.

  Customer Answer

  Date: 10/24/2022

  From: ***************** <********************>
  Date: Sat, Oct 22, 2022 at 10:04 AM
  Subject: Thank you for the help!
  To: <************@mybbb.org>
  
  The below complaint was resolved by the business waiving the fees. 
  
  Re:   Complaint ID  ********; Metropolis

• Initial Complaint

  Date:07/18/2022

  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.

  Metropolis is a very bad company. It is small and does not have sufficient resources to support the communities that it manages. It supplies obnoxious, unprofessional, unethical, and unapologetic managers. ********************* is one of them. First of all he is not knowledgeable about the bylaws of the community that he manages. He supports the board in keeping numerous closed meetings that do not qualify to be closed as per the Maryland law. He also does not provide records and meeting minutes of the discussions and decision making. He instigates arguments in his email and humiliates his customers. Recently, he started intervening into the board election process. He misinterprets and "extrapolates" (the word he uses in his messages) with regard to the by-laws. He never apologized for his mistake and for insulting me. Later he composed a letter in which he wrote that each unit owner can vote only for one candidate although there are three seats and four candidate on the ballot. This is outrageous. The unit owners have the right to vote for more than one candidate, otherwise the election does not even make sense. His conduct cannot be legal and such a manager should not be allowed to manage the community.He also tried to influence the hoa election by giving wrong information when my partner submitted his nomination for the election he gave wrong information that my partner could not run for election as 2 members from same household cannot be on the board and even later he gave other wrong information that even thought my partner gets elected to the board we both will only have one vote for board matters. He bring contractors to do community work that he has used personally that do a sub standard job which is clearly a conflict of interest. He also made racial comments about my heritage and culture . When I as the secretary asked him to send me the proof of date and time by when the nomination form was received for applicant for the election he refused to provide it

  

  Business Response

  Date: 12/13/2022

  From: ***************** <***************************************>
  Date: Tue, Dec 13, 2022 at 2:54 PM
  Subject: Re: ******************************* Complaint (********)
  To: *********************** <*************@mybbb.org>
  
  Hi, *****:
  Please see our response below.
  *****
  
  Dear Sir or Madam:
  
  We received notification from your office regarding complaint ID ******** filed against our organization on December 12, 2022.
  
  In reviewing our records, we note a history of discourteous communication from the complainant with our staff to the point where legal intervention was solicited in attempt to effectively resolve what were frequently minor or procedural disagreements.
  
  In the specific instance where our agent misinterpreted the governing documents regarding the election process, they acknowledged the same and brought in the Association's counsel to clarify matters.  After which, the complainant's partner was successfully elected to the Board of Directors. Our agent included all homeowners who submitted their candidacy on the ballot, and never attempted to influence the election as alleged this is an unfounded attribution of intentionality to a clear, admitted error that was openly resolved.
  
  With regard to the complainant's partially unfulfilled request for documentation, it was decided to hold certain information as privileged as their partner was running for a Board position.  This decision was reached after review of their request with the Association's legal counsel, where it was agreed that there was a conflict of interest.
  
  The allegation that our agent brought contractors they used personally under service to the Association is entirely false.  In fact, the contractors were selected by the Board, and their service agreement with the Association only continues with the majority approval of the Board.  One contractor was actually replaced with a new contractor solicited by our agent at the Board's direct request.  We solicit contractors based on their established capacity to serve entire communities, not on individual projects for our staff. 
  
  Regarding the complainant's reference to comments about their heritage and culture, it was explained in discussion with the Board and their counsel – in which the complainant loudly and repeatedly interrupted other participants – that our agent is themselves ***** with family of a similar ethnic background to the complainant.  It was also noted that English not being our agent’s first language might have contributed to misconstrued interactions.
  
  As a valued senior member of our team, our agent has diligently tried to find common ground with the complainant and engage with their concerns in good faith, which has not been mutually met.  It is apparent that the complainant has centered their perception of mistreatment rather than a fair and factual representation of the events preceding this complaint.  Furthermore, they have used your platform to extend these feelings into baseless accusations regarding our company as a whole.
  
  In light of the information provided above, it is our position that this complaint does not reflect any prior or present negligence on our part.  As such, we request that your office close this complaint at your earliest convenience.
  

  Customer Answer

  Date: 12/13/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  

  
  

   Complaint:

  
  

  I am rejecting this response because:

  
  

  Regards,

  
  

  *******************************

  
  

  I am rejecting their response because they twisted many facts to protect their interest ,rating and  employee

   

  I am willing to have a one on one conversation with ************** to resolve this .They did not acknowledge his rude and unprofessional behavior he presented false and unverified information and also.this can be proven through my emails

  Although  the board selects the vendors the process was not always followed and transparent manner and he has been obnoxious and discrepful in his behavior 

  I have also observed he atte.lts to push his own agenda which can potentially benefits the vendors but does not have the best  interest of the community