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:12/02/2024

  Type:Customer Service 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 have tried reaching every avenue of contact via email or phone and this company we pay for *** services for continues to completely ignore me and not address me or any other residents issues.

  Business Response

  Date: 12/16/2024

  Hello, we would love to assist you.  Please contact ******************************************

  Customer Answer

  Date: 12/31/2024

  Company still has not resolved issues contacted about months ago. I would like to see proof of the graffitti and sealant issues being fixed before closing this. This business will just tell you they are doing something and nothing happens, and also theyve told me I cant contact my HOAs comminity manager, so I get stuck with CS who says they will do something and doesnt. This complaint will not he closed until there is proof of performance by the business in which they are contractually obligated to provide, or I will be filing a lawsuit for lack of performance.

  Business Response

  Date: 01/07/2025

  Thank you for your response. After reviewing your account and concerns, it seems there was an alarm that was ringing at Sobo58, as well as a water leak.  While I believe these issues have been resolved, we would like to discus this further - please contact ************************************************************************************ 

  Customer Answer

  Date: 01/07/2025

   
  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,
  
  ****** *****

• Initial Complaint

  Date:09/24/2024

  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.

  I have sent several messages through their portal in response to political signs being posted in yards and other things in the neighborhood that do not comply with the CC&R's they have for this community. They don't respond with a solution nor have those posters taken down in the neighborhood. I moved to an HOA to not have to see this kind of c*** in peoples yards. Again, it does not comply with their CC&R's.

  Business Response

  Date: 09/24/2024

  Thank you, please feel free to contact us at ****************************************** so that we may do our job :)

• Initial Complaint

  Date:08/08/2024

  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.

  There has been a *********** Truck parked outside next to my Condo for Months only moving maybe a few times a Month literally without exaggeration. I have notified the Homeowners Association with only a vague response of allowing them to break their own by laws stating a Vehicle must not be parked for more than 48hrs. They gave me a response back in April of this only being a temporary spot for them to literally take over making sure no one else has the opportunity to ever park there. Its has now been 4 ********** have tried to email the respective representatives who was handing the issue but they havent responded. I have asked ******************* to call or **************** she hasnt. This is unfair when everyone moves there Vehicles & upholds the by laws but they are continuing to allow them to break the rules. I want this Vehicle to move around like everyone elses Vehicles. No one else parks their Vehicle for literally weeks at a time. I want them to call me or email me. Respond accordingly by doing their job. I feel as they dont care & are favoring this Unit. I want results by this Vehicle Owner respecting their ************************* I pay my fees so that everyone can live & enjoy the space provided to them, not to feel overlooked & mishandled. I sent them pictures for weeks as they requested of the Vehicle parking there non stop without ever moving because I was out of work at that time & could do so, even with that I felt played because they did absolutely nothing but jus waste my time. I want this Homeowner to fall inline like the other Homeowners here. This special treatment has gone on way too long as this is no longer temporary.

  Business Response

  Date: 08/08/2024

  Thank you for contacting the BBB.  We are here to assist you and kindly request that you contact ****************************************** so that we can connect you with the correct person to assist you with your concerns.

• Initial Complaint

  Date:04/15/2024

  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.

  The community management company is the *** of the ****************** where my address is listed. This company is unwilling to return calls or messages in a timely fashion and do not communicate or give any option to the residents of the community for decision. They do not have facts or information to provide reasoning or understanding and continue to charge dues and do not put towards the amenities the dues are to be used for. They have criminally stolen money from our fund as they have no proof of their use of funds as well as avoiding certain amenities to be in use to avoid payment. An investigation of their practices and money spent need to be investigated and they must be held to the law for their lack of due diligence to work with the owners of the property.

  Business Response

  Date: 04/15/2024

  Alexandra -  there seems to be a disconnect with you have expressed here and what actually took place.  You reached out to The Management Trust on April 10th via email.  Your email was responded within minutes -the email is attached.  On April 11th, a second email was sent requesting additional information.  If your matter is still not resolved please contact us at ******************************************

   

  Thank you

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21559160
  
  I am rejecting this response because: I have left messages for over two weeks now, and have been told by ***** in operations that ********* would be reaching out. That has yet to happen and am still awaiting any response to many message sent.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/17/2024

  Thank you, 

  I'm sorry to hear that the initial response didn't meet your expectations. Your satisfaction is our top priority, and I'm here to address any further concerns you may have. Please feel free to contact us at ****************************************** and how you would like us to proceed, and I'll do my best to assist you.

• Initial Complaint

  Date:04/09/2024

  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.

  i have attempted to obtain a gate code /remote from HOA over the last 2 weeks. I have called the company and have been transfered to *************** 11 seperate times. everytime I got a Voicemail. I have left 6 voice mail over the last 14 days and not ONE call back. we just pay HOA for no service in return. I will be filinf with **** as well.

  Business Response

  Date: 04/09/2024

  Hello - Thank you for reaching out.  Please note that you cannot dispute HOA Assessments.  Please contact us at ****************************************** and we will be happy to assist you in getting a new remote. 

   

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21550699
  
  I am rejecting this response because: as you can see they didnt even read the reason behind the complaint. Im not disputing the *** fee , Im merely stating that we are paying a fee and you dont seem to be doing what you are getting paid via those *** fees for. I have left **************** (supposedly *************** manager 6 seperate voicemails asking for a call back with total of 11 phone calls in two weeks and no one has called us back. Do you job ! If you are getting paid to manage a community , part of it require responding to home owners calls ! 
  

  if you are unable to do so please provide your registered agent information so we can send in the written request as required by the NSDRE 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/11/2024

  Hello - your message was read and understood.  Your dispute  listed on the complaint to the BBB is for $198.00, and is why the comment was made regarding the assessment amount.  You, further stated that your calls were not returned.  I understand your frustration, and we have provided guidance to that team member.  However, in order to assist you and ensure your concerns are resolved, I ask for you to contact us at ***********************************************  The BBB will close this case after we respond, and the case will be closed.  This is not our desired outcome, but how the BBB works.  

   

  Please contact us at the email provided so that we may assist you.

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21550699
  
  I am rejecting this response because: they have my contact information . They can call me if they are eager to resolve the issue. If this is not resolved though BBB , next step with be complaint via ********** devision. Thanks  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/08/2024

  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.

  My name is *********************** and I am an homeowner and resident of the ************************ I have made several postings put in several complaints regarding a dog f**** problem inside of the dog park area and in ******************. This problem has only gotten worse over time. The dog park area is covered in dog f**** to the point that it is unusable and possibly a danger to my animals due to diseases and other health concerns. The surrounding area has also had f**** that have been unaddressed for over a month. This is unacceptable inside of an HOA maintained property. As an owner I pay an absorbent amount monthly for these areas to be maintained. So far, I have seen issues with landscaping, littering and most egregiously this dog f**** problem. Me and my wife have brought this issue up in multiple HOA meetings that were attended by the over seeing property management company (The management trust) and no resolution was discussed or implemented. I have made several attempts to call the management company directly and have not been able to speak with anyone. These calls have occurred in November, December, January and most recently February 8. For resolution I just want these areas cleaned up and maintained. Possibly even for this dog park to be removed due to lack of maintenance. Once summer has arrived the smell and health danger will grow due to flies and other insects being attracted by the f**** This needs to be resolved in the coming months.

  Business Response

  Date: 02/08/2024

  Thank you for reaching out to the BBB.  We are compassionate for your frustrations and are eager to assist. We encourage and welcome the opportunity to assist you in seeking resolve with your community challenges. Please contact any of our Employee Owners for assistance through text at ************, call at ************, or feel free to email us at ***************************** Ultimately, our goal is for you to have the best experience with The Management Trust. Thank you.

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 21265824
  
  I am rejecting this response because: several calls we're made to the number provided with no ability to speak with a representative about said issue. Used the text method given and put in a complaint as well as online option. So far no response and issue has not been resolved.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/14/2024

  Thank you for your email - Unfortunately, you declined to reach out to The Management Trust for assistance.  We no longer manage this community and will not be able to further assist you.  Please contact your current management company for assistance.

  Business Response

  Date: 03/14/2024

  Thank you for your email - Unfortunately, you declined to reach out to The Management Trust for assistance.  We no longer manage this community and will not be able to further assist you.  Please contact your current management company for assistance.

• Initial Complaint

  Date:01/05/2024

  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.

  In December 2022, I paid my *************** (for 2023) to The Management Trust (***), in the amount of $2,076 for the entire year. Part of these dues reportedly go to ensuring that the gated community remains gated, with access restricted to residents. Throughout 2023, I repeatedly reported to *** that two pedestrian gates (located on **** and ******* street) didn't work. Either the locking mechanism (5 buttons) didn't work, the gate plunger was jammed (not allowing the gate to lock), or other reasons, which caused the gates to either be left open or locked closed (******* gate is an entry/exit gate. When the interior lock doesn't work, then you can't exit the complex. This is a serious safety concern. What if there was a fire?). As recent as December 7, 2023, I again reported that the two pedestrian gates weren't working, which forced me to use the remote control for the vehicle gate, which allows non-residents to freely walk through the larger opening. I also noted to *** that I had observed a person climbing over one locked gate, with the gates also being blocked open. I again reported that either the buttons on the combo lock were jammed, making them inoperable or the gate wouldn't lock, allowing access to anyone and everyone. I bought in this complex, in 2021, because I'm a senior citizen and wanted a gated/secured complex. In December 2023, I paid my annual *************** of $2,076. As of January 4, ****, the gates are either locked shut and can't be opened or they can't be locked and are left open. The *** has said that the delay was due to the "holidays", but I have reported the issue well before December 7 and the beginning of the traditional holiday season. A secondary issue is that the *** will not enforce the *** rule of putting trash containers away. If I'm paying $2,076 in dues to reside in a gated, secure complex, but it's not secure and the *** neither timely responds nor doesn't fix the problem, then I want a refund of my ***************.

  Business Response

  Date: 01/19/2024

  Thank you for reaching out to the BBB.  We are compassionate for your frustrations and are eager to assist. We encourage and welcome the opportunity to assist you in seeking resolve with your community challenges. Please contact any of our Employee Owners for assistance through text at ************, call at ************, or feel free to email us at ***************************** Ultimately, our goal is for you to have the best experience with The Management Trust. Thank you.

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21099644
  
  I am rejecting this response because:

  The *** response doesn't say anything about refunding me my *************** for the time period (over 30 days), when my security/safety was impacted, due to the *** failing to fix the gates.  The *** response is merely a canned response, which neither addresses the complaint nor any resolution.  As indicated by the attached emails, prior to December 7, 2023, I repeatedly contacted Employee/Owners of the ***.  I even contacted supervisors of these Employee/Owners, but the gates were not fixed until after January 9,2024, more than 30 days after I reported the issue.  The Employee/Owners of the *** were less than compassionate about the issue and didn't seem to care that the complex, which is supposed to be a gated/restricted complex was left open.  In addition, one gate, the only way to exit the complex is to put in the combination.  Not being able to exit a gate creates an extreme danger.  What if the complex caught fire?  How would I exit the complex.    As the buttons were locked, it was impossible to exit the complex.  As noted in my complaint, I paid my *************** to live in a gated complex, but if the gates are open to the public, then there's no point in living in a "gated" community and there is absolutely no reason to pay ***************.  The *** failed to timely fix a problem, within more than 30 days.  This is beyond comprehension and it shouldn't take me contacting multiple *** Employees/Owners and their supervisors to get a simple problem fixed.  While not part of my complaint, I've also repeatedly complained about residents leaving their trash containers out, which is against *** rules/policies, but the *** has allowed numerous residents to continue this practice, with one resident failing to remove their trash containers for over one (1) years.   The *** is NOT responsive to owners' complaints and as indicated by their response, they won't even address a failure on their part to both address and resolve a simple problem; fix the gates.  If they're truly employees/owners, then they should terminate themselves, because they're all incompetent.  I want a refund of my ***************, during which the *** failed to fix a simple problem and denied me the safety/security of living in a "gated" community.  As they didn't fix the problem for over 30 days, then it is only reasonable that I receive a month's refund of my ***************.

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

  Business Response

  Date: 01/25/2024

  Thank you for your response.  Your Assessments include more than just the gates in the community and while I understand that you are frustrated with frequency of repairs, association assessments are not refundable.  They are required by each owner to maintain and preserve the community.  This includes all of the common area, insurance, utilities, taxes, landscaping and the like.  Similarly, the Association is not providing a "secure" environment, rather it is limiting access to the community through the use of gates.  Gates, frequently become damaged from use, weather, or other circumstances beyond the associations control. 

  Please know that there are many complexities with regards to living in a Homeowners Association. It could be more challenging if residents are not fully aware of the policy and procedures governing their community. Community rules, governing documents, and HOA Board directives all play a significant role in your experience with the community. Challenges and frustrations such as yours do occur often. However, the most frequent misunderstanding is identifying the difference of functions between your HOA and The Management Trust.

  Please feel free to contact ****************************************** if you require additional assistance.

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21099644
  
  I am rejecting this response because:

  Part of the *** fees, which I've timely paid, go for maintaining the property, which includes the gates (that have combo locks).  If this wasn't part of the *** responsibility to maintain, then why would they be the point-of-contact in conducting any repairs?  So, I timely pay my ***************, but when the *** doesn't timely (taking over 30 days to fix) fix those things, which falls within their responsibility, they're not require to refund me my ***************?  This seems not only illegal (i.e., taking money for services, which aren't completed), but is also highly unprofessional.   It's no wonder that The Management Trust ***, which I was required to pay dues, has so many complaints and rates so low according to customer experiences.   Fine that the *** doesn't want to refund my money, but if there's ever an issue about anything referencing my unit and/or *** responsibilities, then the *** can expect the same response from me; I'll ignore any and all correspondence from the ***.  This isn't the way to conduct business and it is even worse, given that I have no choice but to have The Management Trust ***, as the ***.  I'll be forwarding all correspondence to not only my Congressman and Senators, but also other entities, which govern ***s, because this is beyond insane and completely unprofessional.  So, the only responsibility of the *** is to collect money and spend how ever they like, with no accountability?  This isn't right.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/26/2024

  Thank you for your response.  If you would like to schedule a time to visit our office and discuss this with the Community's Manager, we would be happy to assist you.  Further, you may submit your request to the ***** of ********* or attend a ***** meeting to express your concerns.  Until that time, we are considering this matter closed.

• Initial Complaint

  Date:11/22/2023

  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.

  *************************** and her team from THE MANAGEMENT TRUST are responsible for managing my property's community at Emerald ******** she has been nothing but unprofessional, NEVER ! EVER does she answer my calls, returns my emails, text or voicemails. It is impossible to get a hold of anybody or get any resolution to even the smallest thing like a mail k*** I haven't had access to my mail for over 6 months due to no one getting back to me with this issue, even going in person to the local office is useless, everybody there doesn't have a clue of what's going on with the community they gave us a new mail k*** and after the long drive from they're office back home the k*** didn't work, it is extremely frustrating that we pay ****** a month for association fees and they don't even have the courtesy to return a phone call. Also NOTHING in the community works, NOT *********, Not the gym, Not the mail key, NOTHING! most of the time not even the front gate. Today they cut the water on my property and NEVER notified us and as usual nobody answers me so i have no clue as to when i will have running water again, its frustrating and so unprofessional i don't know how they can run a business like this. Please help!

  Business Response

  Date: 12/06/2023

  Thank you for contacting us through the BBB.  I appreciate that you have taken the time to express your concerns.  I will share this with Codi's Supervisor, for more information or to contact us you may do so either at ************ or by email at ******************************************.  

  Customer Answer

  Date: 12/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *********** is unfortunate that it had to come to this for a response when it could've been avoided if *************************** and her assistants would've just responded my calls,text, and emails, but I do appreciate the help from her supervisor ********************************* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  A *****

• Initial Complaint

  Date:05/10/2023

  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.

  Management Trust refuses to release banking records.failure to supply bank statements and copies of cashed checks in accordance with NAC 116A.055. and Section **** of the Elm Terrace HOA By-Laws states that the ***** of ********* is responsible for maintaining complete and accurate records, including financial records, and making them available for inspection by unit owners. Your failure to provide bank statements and copies of cashed checks may be considered a violation of this by-law, and I am concerned that this could potentially harm the interests of the unit owners.

  Business Response

  Date: 05/10/2023

  This homeowner is attempting to Defame The Management Trust based on past experience with the Prior Management Company.  We continue to respond to this owner timely.  The last correspondence was sent today acknowledging his request to obtain association records.  It read as follows:

   

  ***** Thank you for your formal request to obtain the bank statements for Elm Terrace HOA from ************************ for the period of Jan 1, 2022, to April 1, 2023. These items are all part of a typical monthly financial statement and reports.  As you know, the Board does have an obligation to respond and to provide you with this information within 21 days of your request, making the deadline May 19, 2023.
  
  These records will be provided in electronic format at no charge where applicable.  If you would like the information on a flash drive, you may provide your own, or for a fee, we can provide one; the cost is $10.00.  Otherwise, Copies will be provided at $0.25 for the first 10 pages and $0.10 per page thereafter.  If you wish to review the documents at our office you may also do so.  Please be sure to set an appointment so that we can prepare accordingly.
  
  Per NRS ********* you will be provided with:
  
  Copies of the Financial Statements for the Period ************************ Statements and Bank Req
  Full Check Register Report
  GL Report
  
  
  I will contact you as soon as the documents are available.

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 20043756
  
  I am rejecting this response because:

  I'm not trying to defame Management Trust. 
  Please can we leave personal attacks out of this BBB resolution.
  
  Here is the Timeline of events. Their Accountant REJECTED *************************** request banking records.
  
  Time line aka Facts. 
  
  1. Tue, Apr 25 at 3:19 PM (*************************** request Banking records From Management Trust)
  =========================
  I would like a copy our 2022 tax return. 
  Elm Terrace HOA doesn't have a Tax Id that I can find. 
  That tax ID Elm Terrace HOA using might of belonged to a couple dead guys in **********.
  Yes, you read that right.
  Ill let you know once I see 2022 tax return. 
  
  Also please email me Jan 2022 to today banking statement. Don't forgot copies of cashed checks as *********** bank statements don't include person check paid to. 
  All homeowners are allowed full access all records as stated in our CC&R. Have received these records in the past. I have all banking records prior to 2022 fyi.  ( Without check copies for some reason)
  
  Please email 2022 tax records and banking records.
  By 1pm on Thursday would be great ??
  
  Appreciate it ????
  *****
  (President of lets NOT do taxes on people been dead 20 years committee)
  
  
  2. Wed, May 10 at 9:07 AM (Second email *************************** requesting banking records from Management Trust)
  (Screen shot attached)
  ===============================================
  Dear ***************************,
  
  I am writing to report allegations of misconduct regarding your failure to supply bank statements and copies of cashed checks in accordance with NAC 116A.055. As an employee of Management Trust, it is your responsibility to ensure that you are in compliance with all relevant laws and regulations. Additionally, I believe your actions may be in violation of Elm Terrace HOA By-Laws Section ****.
  
  Section **** of the Elm Terrace HOA By-Laws states that the ***** of ********* is responsible for maintaining complete and accurate records, including financial records, and making them available for inspection by unit owners. Your failure to provide bank statements and copies of cashed checks may be considered a violation of this by-law, and I am concerned that this could potentially harm the interests of the unit owners.
  
  I urge you to take immediate action to provide the necessary records for inspection and to ensure that you are in compliance with all relevant laws, regulations, and by-laws. I believe that transparency and accountability are crucial in maintaining the trust of the community, and it is your duty to uphold these values.
  
  I would appreciate a prompt response from you regarding this matter. If you have any questions or concerns, please do not hesitate to contact me.
  
  Sincerely,
  ***************************
  
  
  3. Wed, May 10 at 12:54 PM (My, *************************** request for banking records from Management Trust is REJECTED!)
  ==========================
  Hello *****,
  I have reached out to our accountant and only ***** of ********* are able to acquire bank statements and copies of cashed check. I have CCd ********************************* on this email as well we are working together to manage Elm Terrace. If there is anything else I can do to help please let me know.
  
  
  4. Wed, May 10 at 1:20 PM NRED  (****** *********** Division)
  ==========================
  I forwarded their email "REJECTING" my request banking information to NRED  (****** *********** Division)
  Also I cc'd Management Trust my email to ****************** for Owners in CICCH/HOAs. About ** Alternative Dispute Resolution (ADR) 
  
  
  5. Wed, May 10 at 3:30 PM - Management Trust sings a different tune. Its a Festivus Miracle! 
  Management Trust sends email letter they will provide banking records to ***************************. I guess their Accountannt was wrong. 
  =======================
  Hello *****,
  Thank you for your formal request to obtain the bank statements for Elm Terrace HOA from ************************ for the period of Jan 1, 2022, to April 1, 2023. These items are all part of a typical monthly financial statement and reports.  As you know, the ***** does have an obligation to respond and to provide you with this information within 21 days of your request, making the deadline May 19, 2023.
  
  These records will be provided in electronic format at no charge where applicable.  If you would like the information on a flash drive, you may provide your own, or for a fee, we can provide one; the cost is $10.00.  Otherwise, Copies will be provided at $0.25 for the first 10 pages and $0.10 per page thereafter.  If you wish to review the documents at our office, you may also do so.  Please be sure to set an appointment so that we can prepare accordingly.
  
  Per NRS ********* you will be provided with:
  Copies of the Financial Statements for the Period ************************ Statements and Bank Req
  Full Check Register Report
  GL Report
  I will contact you as soon as the documents are available.
   
  
  ========
  Sincerely with facts,
  
  ***************************

  Business Response

  Date: 05/12/2023

  Thank you for response.  You are welcome to contact our office for additional information, or you may put your concerns in writing to your ***** of ****************  In the meantime we are working on your request for documents, due May 19th.

• Initial Complaint

  Date:02/28/2023

  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 own a condo at ************ condominiums in ********* ******. The short of my complaint is that The Management Trust company, who is in charge of overseeing our ***, failed to follow proper procedures and state law in notifying us of a penalty. Then when we didn't respond to the penalty because we didn't know it had been put against us, they continued over 11 months to add almost $2,000 more penalties to us without ever notifying according to the law. The incident occurred January 20th, 2022 and we were not notified of anything until November 11th when a piece of mail was sent to the condo itself. We received all other inconsequential matters regarding our condo the entire 11 months but nothing claiming that we had penalties against us, notices to appear at meeting, or failure to respond. They also engaged in bullying tactics by threatening liens and foreclosure on our condo. My husband made numerous calls, and emails to the management trust and no one responded to any of them over 18 days. Finally my husband flew into town to deal with the matter in person. ******* basically called us liars saying we didn't turn in the form until we had proof that we hand delivered the form on the very day *** from the *** told us we were in violation. Our daughter's phone phone stamped her delivery. ******* refuses to show us any proof of correspondence over those 11 months where he is required by law to properly serve us notifications. Last night we were denied our right to be heard at the meeting because he sent an email saying the meeting was at 6:00 p.m. and then told us when we logged on that it was actually 5:00 p.m. and we only got 5 minutes time. It is our opinion this is dirty and intentional. They have repeatedly refused to show proof of any correspondence or any notifications to us as the homeowner. What should have been a simple $100 citation is now up to over $2,000. We feel this is fraud in bullying owners to pay bogus fees and borderlines criminal exploitation.

  Business Response

  Date: 03/01/2023

  Good Afternoon - 

   

  It is important to know that The Management Trust is an Agent for the Newport Cove Homeowners Association, and that we work at the direction of the ***** of **************** I have included two separate email communications between the homeowner and our community manager.  We understand this owner's frustrations and will continue to assist them within the scope of our responsibilities as managing agent.  However, for us to do so effectively, we need cooperation from those that are desirous of receiving the best experience from our organization.  We encourage and welcome the opportunity to assist you in seeking resolve with your community challenges. Please contact any of our Employee Owners for assistance at ************ or feel free to email us at ***************************** Ultimately, our goal is for you to have the best experience with The Management Trust. Thank you.

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19512884
  
  I am rejecting this response because:

  We have asked multiple times for Rich to supply any correspondence that he sent to us notifying us of the original fine. It is required by law and it is our right to be served properly.  

  We also asked him to send to us any proof of notifications of meetings he claimed we "never showed up for". It is required by law and is our right to be served properly.  

  We have asked him to explain why for 18 days, we never heard from him or his company when we tried to contact him after the November 11th notice we received at the condo saying we were over $1200 in fines. Good Faith effort to peacefully resolve issue is required by law.  

  We have asked him why the fines did not stop after we logged onto the portal November 29th 2022 as HE told us they would.  No response from him.

  We also asked why we were being forced to go on the portal as we are not required by law to do so.  NO response from him.  

  We also want to ask why his emails to us regarding the meetings were so vague as to not even tell us that they involved us.  We had to keep texting him to clarify because his original email was vague and just listed it as an HOA Board Meeting.  We did not even know that it had anything to do with us.  

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

  Business Response

  Date: 03/13/2023

  Thank you for rejecting our response.   I would suggest, at your earliest convenience, that you make an appointment to visit our office so that we may assist you in resolving your concerns.

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19512884
  
  I am rejecting this response because:  

  I accept that the BBB is helping to talk to the business on my behalf.  What I am having trouble with is the portal.  I cannot find another response from the business in complaint other than the original one so I am confused as to what I am accepting.  I only saw the first response from The Management Trust.  Thank you for helping me
  
  Sincerely,
  
  ***********************