ComplaintsforCommunity Management Group

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a driveway that needs repair as well as a dead tree that needs to be replaced. I live in this *** and the rules state that I maintain the inside of my house but the *** is responsible for everything on the outside. I have done everything I can by e-mail because the person I am dealing with at the *** will not return any calls. I need to know why these things have not been taken care of, I have been communicating with them since April and I need some questions answered as to why they won't take care of these minor things.

  

  Business response

  08/05/2023

  The Management Team for ***** Drive HOA discussed this matter with the ***** at the recent ***** meeting, and Management is working on gathering additional information on how to proceed with this issue. Additional investigation may need to occur in order to help establish the cause of the driveway's issues as the tree mentioned was located on the opposite side of the driveway than the side that is lifting. That said, though, the ***** of ********* are still working on this matter to determine a fair and appropriate resolution with the owner. CMG is the Management Company for the **** and is not authorized to make any decisions nor approve expenses without the *****'s approval. We are working with the ***** to determine how to best proceed, and will be in communication with the owner during this process. 

  Customer response

  08/07/2023

   
  Complaint: 20402100
  
  I am rejecting this response because: It is still on my property, no matter what the reasoning behind it is and I have been trying to get this taken care of since I moved in which was in 2020.  You need to do better and get it fixed before someone really hurts themselves.  There is no good reason that this has not been taken care of.  The answer I always get is "no" and it says in the CC and R's that you are responsible for taking care of the things on the outside of my property.   I pay good money for the *** and so far it has not benefited me since I've lived here.
  
  Sincerely,
  
  ***************************

  

  Business response

  08/30/2023

  As previously explained numerous times, CMG is not the decision-maker for this project. CMG merely facilitates the ***** of ********** decisions within the **** Rejecting a response because it's still an ongoing investigation when the Claimant is 100% fully aware of this is a waste of the BBB's time and all parties concerned. The *** is trenching the areas near the driveway to determine responsibility and will address it accordingly once that information is confirmed. Again, the Claimant is fully aware of this. Complaints surrounding Common-Interest Communities are supposed to be directed to the *************************** for assistance, guidance, and supportt not the BBB. 

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My name is ************************* and I reside at Park 1 @ summerlingate condominium complex, unit # ****.Over Labor Day weekend someone stole all our mailbox keys. CMG is our property management company and they were responsible for the proper securing of our keys. The keys were not secured properly. On top of that they did not have a list of how many keys were stolen or how many were given out to owners, despite the mailbox keys being changed several months ago. The names of tenants/owners were not secured in a computer but rather left out on paper, and were NEVER inputted into their computer records. This is not ****. Such Information should have been stored in a computer for safekeeping. What make this all the more egregious is that they are on site only eight hours a week, which meant these unsecured records were left out unsecured for 160 hours a week!CMG told us to change our mailbox keys and said it would take three weeks to change the keys out. They said they called the **** to get all 408 units mail held but the **** said they could not do that. Of course they can't! Only a customer can hold their own mail and CMG, a property management company was unaware of this fact! When I said I wanted to change them myself they said that this was impossible because these mailboxes are "special" and only the company that installed them can do so. This is outrageous because it means I can't change my mailbox in the future unless all the other get changed (say someone robbed me and took my keys. I would not be able to change just my box but would have to change the whole panel of up to 40 keys. This is absurd on the face of it)When they told us to go to the post office to get our mail told THEY GAVE US THE WRONG POST OFFICE BRANCH and address!!!Finally they asked us, the tenants to try and track down who did this by providing camera records. WHY DONT THEY DO THIS!!Finally someone drove a hole in our wall as large as an artillery shell. No date given for a fix on this matter

  

  Business response

  09/16/2022

  Contact Name and Title: *********************, VP
  Contact Phone: ************
  Contact Email: *******************
  While our office understands and empathizes with the frustration of the overall situation, this was not the fault of anybody other than that vandal who broke into the clubhouse and stole the items.
  
  Management and the ***** of ********* had the mailbox keys behind TWO locked doors, in a drawer, in a community with 24/7 security officers on contract to patrol the property. This was deemed to be extremely reasonable layers of defense to combat theft, but unfortunately nothing will alleviate 100% of risk and liability. The keys that were stolen were in excess of 300 units, and the goal to place the mail on hold was a proactive attempt to protect owners from mail theft and fraud had there been any checks placed in the compromised boxes.
  
  Based on the history of the community, **** refused to hold the mail as a significant number of residents did NOT retrieve their mail from **** during the recent mail-hold that was in place to actually augment the amount of security on the mailboxes. A compromise was reached with **** that they would hold mail for residents who made their individual request and there would be no limit on the number of residents that **** would provide this service for.
  
  Again, while we sympathize with the residents of the community, the Management Company was in line AT the **** office in-person to work on a reasonable resolution to protect the mail service of the residents within 1 business day of the theft. This explanation was also provided to each and every resident who had email addresses on file with the Association, which the distribution of included over 600 addresses although the community only has 408 units. This number is only relevant in order to prove that contact and notification was sent to as many possible residents, owners, and Property Managers in order to allow each resident to make their own decision on how to proceed. The Association has already approved the insurance claim and expenses of over $50,000 in order to re-secure and preserve the integrity of ***************** Postal boxes and the ***** and Management have tried and done anything and everything possible to remedy the issue.
  
  Management has been onsite to secure and address the issue as quickly as possible, but there is a process. The true responsibility of this issue is the cause of the actual vandal, and not the *****, Association, or Management Company. The frustration is completely understood, but the blame is misguided with all due respect to the frustrated residents of the community.

  Customer response

  10/04/2022

   
  Complaint: 18115037
  
  I am rejecting this response because:

  I have attached a word document explaining my response . Essentially I feel they are not taking responsibility for their own management failures and would like to arrange a face to face meeting with them to address how they can better manage our property. I would also at the very least like a formal apology sent out to the resident where they acknowledge their failures re policies and procedures in properly securing documents and materials (keys in this instance) and what new policies and procedures they will institute to prevent this from happening again. 
  
  Sincerely,
  
  *************************

  

  Business response

  10/10/2022

  This issue was due to a break-in to the community clubhouse. The mailbox keys and gate remotes and similar items have been stored onsite behind multiple locked doors for years, and there has never been an issue. What transpired was that someone literally broke into the clubhouse, then broke into the locked office, and then went to the drawer behind the desk to steal the mailbox keys. It was obviously someone within the community who knew the layout of the area and knew exactly where to go. Nobody accuses a victim of a Home Invasion of being the person at fault. This is no different. Items were secured and locked up behind multiple doors, but nothing "guarantees" 100% security. In an effort to make it an easy and quick transaction, the items were stored onsite in order to benefit the residents. Unfortunately, due to this recent break-in and theft, no transactions will be able to be completed "same day" as the items will now need to be stored offsite at the Management office, which for the record only has one locked door instead of two. 

  An email exchange with the complaining party was had, and an offer to meet was offered. It wasn't until this additional follow-up that it was identified that the last email response from complainant went unanswered while we were scheduling that time. Meeting in person to continue to argue and finger point will likely be unproductive, but in an effort to provide transparency and be as reasonable as possible, we will still schedule a time to meet. However, if the owner already found it necessary to file complaints in every avenue approachable, it does not seem like the complainant is truly concerned about the issue and is instead on a witch **** for an unknown reason since the relationship with the complainant was always positive as he was a Board member very recently. Regardless, our goal is to address the concerns and remedy the misconstrued perception that Management is at fault for a robbery that took place onsite. 

  Customer response

  10/13/2022

   
  Complaint: 18115037
  
  I am rejecting this response because: it is not a proper response. For one thing I am not on a witch ****. Indeed the response even states that I have worked with CMG productively  in the past.  So why presume I am on a witch **** now?. Doesn't your own acknowledgement of my productive efforts on behalf of my community, efforts which were certainly of benefit to CMG in aiding them in managing the property entitle me at least to the benefit of the doubt not to mention a call back or offer to talk?. As I mentioned in my complaint, *******************, in an email to me on September 13 offered to talk to me and asked for a time he could reach me. I responded back via email that I would be happy to accept his call on that following Wednesday or Friday after 400PM (September 14 and 16). Yet he never contacted me or replied back, I checked my email and it was sent out and it was delivered to his email box otherwise I would have gotten a non-deliverable message from my server. 

  The response by CMG only acknowledges this fact in passing, not even offering an explanation as to why he did not call me back or at least send me an email one way or the other. And they oddly state that two not one doors were broken in as if to accuse me of misstating a fact. It was messages from CMG to me that said there were two doors broken in to!! Please get your email messages straight before making such a remark. You already mixed up a report I had about vagrants on property with one that was sent out by  me to you about a different group of vagrants months earlier in an email sent to me from ********************** 

  The complaint response also says they don't see the point in going over these matters. Then why was a callback by ********************; even offered in the first place? near the end the response indicates they would talk with me  if I insist.  Well hasn't my request for such a  meeting prove that I want one and would certainly agree to one that was offered already by ****?. With all due respect CMGs response to reasonable service complaints is reminiscent of the truculent behavior of a teenager being asked to perform a household task. (PS if you could accuse me of being on a witch **** it is fair play on your own terms for me to compare you collectively to acting like truculent teenagers) 

  This said I DO want a meeting with CMG. And I ask that they accept what they have indirectly offered to do  to this email response to me and previously as well via email. 

  In the meanwhile I will be organizing and writing my complaint to the *************************** and I plan to file it no later than Friday morning , October 21.

  This gives CMG plenty of time to get back in touch with me to set up a meeting to address the concerns mentioned in my complaint and what I am asking CMG to do. I have worked with CMG in the past on many community issues and have done a lot of leg work with various elected officials and administrative officers at the state and local as well as federal government levels, all of which aided not only my Community but CMG as well. That said, so when I say I will file a formal complaint with the relevant regulatory bodies if this matter is not resolved  please don't assume I won't. But rather assume that I will. 
  
  Sincerely,
  
  *************************

  

  Business response

  10/20/2022

  **** is available to discuss any concerns or issues surrounding this matter on Thursday, October 27th around 10am. If this works for the Complainant, then please let us know and we will be able to handle this in the more appropriate forum together. Thank you. 

  Customer response

  10/21/2022

   
  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. I agree to a meeting next week at the time and date mentioned. 

  However I  must note that whether I pursue this matter further with the appropriate regulatory bodies will be contingent on whether we can reach an agreement/understanding on the issues that I raised. 

  I thank the BBB for their assistance and professionalism in helping with this matter
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As I have just described on the phone with BBB office here in Las Vegas, a strangest thing just happened with "Community Management Group", CMG, an A+ rated Home Owner Association business entity in Las Vegas. At 11:26 AM this morning, I called the phone number (***) ******** to reach CMG, and for the first time in over 6 months or longer I was able to reach someone live at this phone number. At 2:38 AM this morning I emailed to Josefina at CMG to ask 1) was there an extra payment of $53.00 in July in my account; 2) is my phone number being blocked from reaching your office ? If it is, it is a major breach of contract AND it calls for cessation of paying monthly HOA dues ! After this email, at 11:26 AM, I called CMG at number above and for the 1st time over many months, well over 6 months whereby I could not connect with anyone live, I was able to speak to a live person. It was as if my number was BLOCKED completely from reaching CMG. The question is "Did CMG block my # ?"

  

  Business response

  04/18/2022

  Business Response /* (1000, 5, 2021/09/30) */ At no point would the company ever block a resident's phone number. In this ongoing and ever changing world of technology, if both receptionists and the third backline receptionist all are on the phone, the calls will cycle through the recorded message and hold music until one of the 3 lines are available. The system also answers calls in the order in which they were received. All of that said, I can personally guarantee that nobody's phone number is or was ever blocked.

*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. ↩