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:09/30/2024

  Type:Product 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.

  Despite setting up auto pay for my *** **** the money did not get deducted and they charged me 60$ as a late fee, I tried calling them but they said they he cannot refund me.

  

  Business Response

  Date: 10/14/2024

  According to our records, the homeowner did not sign up for the ach auto draft.  We do see that the homeowner signed up for recurring payments on the website.  This was set but not until 9/16/24.  The homeowner made a payment by echeck on 2/15/24 of $430 and paid the account through 6/30/24. A late notice was mailed on 8/1 and final notice was mailed on 9/5. We did waive the $40 in late fees on this account but did not waive the final notice.  Our accounting team member spoke to this homeowner and we let the owner know that we could waive the late fees but not the final notice fee of $61.65.  We do not see where they set up for recurring payments. We also advised to the owner that they need to click on "automatically renew" on the website because their payments will only run for a year.  The owner can request the reimbursement from their Board Of Directors of their community. The Board can review the situation and determine if a refund should be issued.

• Initial Complaint

  Date:08/14/2023

  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.

  I pay a very high HOA fee monthly, which apparently includes monthly inspections. The catch to those is that the inspections are only there to report on issues with residents, not issues with the public areas. This has been confirmed by both my experience and confirmed by my property management. It's like paying to have a ***** run your HOA.I contacted my HOA June 5th in regards to multiple issues. I told them I understand some of these issues will take longer than others to resolve, but I do expect them to be resolved in a timely manner. I reached out again July 21 to tell them that not a single issue has been addressed yet. I was once again told they would handle it.Here we are 10 weeks after the original complaint and 3 weeks after my last communication with them, and this poor excuse for a management company can't even be bothered to have the trash in the ***** beside my house cleaned up. They have confirmed it is their responsibility, but have done nothing to address it. The trash is disgusting and so is their so called "management".More details can be found in the attached pdfs of the emails. I also have photos but those could not be uploaded due to file size limitations.

  

  Business Response

  Date: 08/28/2023

  We have completed research on the owners complaint and discussed with the management team for his community. He originally expressed concern about towing in the community. Our company does not set the policies or make the rules for the community. His community has a ***** of ********* that makes these decisions. His request for towing reimbursment was sent to the board and they denied his request.

  In addition to this question, he sent over several other issues. This list was also sent this to the board. We have also sent concerns to the landscaping company for them to address. We have reached out to them again last week to follow up on the schedule. They are going to provide an estimate for trash and tree trimming. Once this is received it will also go to the board of directors for approval. We hope to have this matter corrected in a timely manner.

  Below is our response to recent email from the owner directly. 
  
  Questions:
  What is the purpose of the monthly inspections? It seems everything I mentioned was new information to you, so I am wondering what the purpose of inspections are if issues aren't getting reported. Note that I have lived here for over 1.5 years and none of the mentioned issues are new.

  Answer:

  Monthly inspections are included in the management contract to ensure residents are in compliance with the community's standards. 
  

  Question:

  Are the unmarked parking spaces acceptable? I've included a photo of one of these spaces for reference. 

  Answer:

  The board has allowed people to park in these areas due to limited parking spaces
  

  Question:

  What is the timeframe for addressing these issues? I understand some things can be addressed quicker than others. 

  Answer: The parking lines painting will take longer as we will have to obtain quotes once approved. The litter and landscaping can be addressed sooner. .

  It is our goal to respond to owners and their questions and concerns. We act at the direction of the board and implement the policies of the board. We also know that contractors have been very busy this summer and some projects have taken more time that we hope. But we will get items completed as soon as their availbility allows. 

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20461961
  
  I am rejecting this response because:
  

  All issues have not been addressed yet, which is understandable for some of them. Additionally, the question remains why issues were not proactively addressed by the monthly inspections.

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

  

  Business Response

  Date: 09/06/2023

  Although it is our goal to see all community issues, community violations and maintenance concerns in the community on our monthly inspections. We appreciate homeowner involvement to communicate when they see issues in the common areas and throughout the community. They see the community and areas close to their homes every day and we appreciate this type of information. Once we get an owners concern, our next step is to look at this on our next inspection to see what type of contractor or process may be needed to correct the concern. This may take some time and we always appreciate the understanding and cooperation of our owners.

• Initial Complaint

  Date:05/17/2023

  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.

  On April 4, 2023 I opened work order #***** for a leaky roof. It was evident from water spots on my ceiling as well as bowing at one point. (Pictures are attached.) On April 11, 2023 ********* was sent out to inspect and/or repair it. I was told by the roofing company representative they would go on the roof and if they could fix it they would and if not they would return another time. They left without a word. A few days later I checked into the Elite Management website to see if the roof had been repaired or not and the work order was still open. I called ********************************* to follow up; 2x on April 17, 1x April 27 leaving messages both times. It was not until April 28 that she took my call. I asked the status of the order and she said it was complete. I then asked who was responsible for interior damage and she said the homeowner. I asked what if the issue was due to unsatisfactory work by the roofing company? She did some checking and then told me that I only had a temporary fix. I asked when I would get a complete fix and she said they needed to get an estimate from the roofer and present it to the board to see if the cost would be covered. She promised to check on these items and follow-up with me. I continue to check the order on the website and it still shows "open." I have tried to reach ******** on May 3, 4, 9 and again today May 17. I leave voice mail and have yet to get a response.

  

  Business Response

  Date: 05/25/2023

  On May 17th after receiving this complaint our management team reached out to the owner by phone. They discussed the work order for this property. She is currently waiting on the roofing contractor to schedule an appointment. Upon looking at the complaint, we noticed that she listed another email address and that *** be why she felt that no one has reached out to her. We contacted her using the information we have on file. After checking her other email she confirmed the communication from our office and agreed to remove this complaint.

  We hope that all communication going forward will be received at her new email address that was updated at the time of this phone call.

  Customer Answer

  Date: 05/30/2023

   
  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,
  
  *******************************