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:09/18/2024

  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.

  Good Morning, I needed to attain community park approval to complete the purchase of a Mobile Home. My realtor and the Cook Properties NY website stated that the requirements were a credit score of 525 or better and income limits of 4 times the lot rent. I completed my application with my son as the co-owner and both of us had credit scores over 550 (while not great it met the criteria) and we both met the income requirement. We were denied with no explanation, and we all know that a 525 credit score is very very poor. If they do not intend to rent land space to people with scores like mine they need to update their requirements. This is false advertising at best and I feel that the individual who reviewed my application discriminated against me because I was persistently contacting her and copying in her supervisor because of her failure to respond. I want a direct answer from the company as to their requirements and why I was denied. I also asked if a different owner and my son could apply and was told no that we could reapply in 3 months, meanwhile that means my son will not have a place to live. Any assistance the BBB can offer would be great. I would really appreciate an attempt at getting approval so I do not have to back out of my purchase agreement. Thank you ******

  Business Response

  Date: 10/02/2024

  Due to the nature of the complaint and a statement made within, I am waiting to hear back from a lawyer

• Initial Complaint

  Date:03/14/2024

  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.

  I live in a park and there is a tree that leans on my house. It is endanger of damaging electric lines and my home. I have called the landlord and texted them multiple times. I’m also pay lot rent and nothing is being done. It’s been a few months.

  Business Response

  Date: 03/15/2024

  We have reviewed the pictures of the tree and due to the proximity of tree to the home, we have put this on the schedule to be removed in May 2024. The timing will be communicated to the resident as the time gets closer so they can anticipate the timing of the removal. Also, we encourage residents to utilize the online portal available to them to put in maintenance requests and concerns so they go immediately to the service team that will be able to assist with rectifying the issue. 

• Initial Complaint

  Date:01/15/2024

  Type:Billing 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.

  They trying to kick me out when I do nothing but pay for last 4 years and just cause I fell be hind one time in almost 4 year there trying to kick me out

  Business Response

  Date: 01/24/2024

  Regardless of payment history, all accounts that are not paid in full by the 11th of the month get the same notice that will let the residents(s) know that they have a certain timeframe to pay the amount due. These are autogenerated based on the amount owed on the account. As long as the account is paid in full within the timeframe, the account will go back into good standing. This account was not paid by the 11th, and therefore received that notice. Since then, the account has been paid in full. 

• Initial Complaint

  Date:01/10/2024

  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.

  Cook Properties has not plowed or salted the roads at all during the winter season of 2023-24. My mother's 4x4 truck and my car have both slid across the road at multiple points, creating a significant safety hazard for all residents. I have attempted to reach Cook Properties by phone and email but they do not respond to any attempt to contact them. Their regional manager's number is not in service nor is the one listed for the park on ******. Their corporate number ignores all calls.

  Business Response

  Date: 01/24/2024

  Up until this concern came through, the roads were monitored and taken care of per the policy of the company - after three inches of snow, they will be plowed. This was confirmed with the service technician who does the plowing for the community. Regarding the communication, feel free to reach out to the Property Manager's phone number at ###-###-#### and she will help with any concerns you have. As for ******, the only way to change this is to submit for an edit of the information and they deny the changes. Please refer to our company website ****************** for the main office's phone number. 

• Initial Complaint

  Date:08/01/2023

  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.

  They ran new electric lines through our yard on the 7/10/23 and haven't fixed the ground they left it uneven with large rocks to the point I can't mow I am disabled with bad eyesight and at risk of tripping on a rock or on the uneven ground they tore the yard up four times before for sewage and it was the same thing they did not what to fix it l called neighbor hood legal services multiple times they said they would call back but never did the manager said they would be out today 8/1/23 they haven't showed up and probably won't my girlfriend is disabled from heat stroke that left her with a bad leg making it hard to maneuver the rough ground without falling I emailed them several times but the manager responds with a text and I told her I prefer email because of my eyesight I have a hard time with text

  Business Response

  Date: 08/04/2023

  The maintenance crew came on 8/1/2023 to fix and level the yard as they needed additional equipment to ensure it was done properly and safely. The Regional Property Manager reached out and Homer confirmed the work has been completed. The Regional Property Manager utilizes different ways to communicate with the residents in the community which includes texting, phone calls, and emails. We attempt to use the best method of communication for the residents, but there may be times that we need to use a less preferred method due to the accessibility of computers or phones. At anytime, a resident may reach the office through calling the main office number or the direct number to the property managers if they are unclear of a message they have received. 

  Customer Answer

  Date: 08/05/2023

  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:07/26/2023

  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.

  April 7, 2023, I called a Trapper to come and trap Skunks that were under my home. I live in a mobile home park, owned by Cook Properties, the name of the park is ******** ****** The name of the "trapper" is ******* *********** On April 7, I paid ******* $250.00, check #**** to bring traps. He placed 3 traps in my backyard near the hole that the skunks dug, under my house. A total of * skunks, 1 racoon, a dead squirrel, and a cat. (Cat is fine). This trapping was from April 7 to May 12, 2023, it was decided by ******* that there were no more skunks under my house. I then paid ******* $225.00, check #****, this charge is to remove the animals from the property. Cook Properties was notified of the trappings* ******* ***** office worker told me (after several calls and emails), that she would reimburse me. She then calls me to tell me she would pay me Half (1/2) of the total amount. I said No, I won't accept it. This park has been bulldozed above us. All trees, stumps and animal habitats have been destroyed in order to put more homes in that area. All work there has since stopped. I feel the park owners are responsible for exterminating this park. The animal's habitat was demolished, they had to look for another place to live and they chose my home. I have lived here 29 years; I have never had this trouble until the land above me was destroyed and left looking like a war zone. I want you to know, the owners of this park do nothing but collect our rent and water bill checks. It is disgraceful.

  Business Response

  Date: 08/04/2023

  The resident was reimbursed on her ledger for the full vendor cost as of 8/4/2023. The District Property Manager reached out to her to let her know via email.  

  Customer Answer

  Date: 08/04/2023

  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:07/07/2023

  Type:Billing 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 have a payment plan for our rent and the property manager claims we haven’t been sticking to it when we have actually paid more than the agreed amount per month and now we have an eviction notice.

  Business Response

  Date: 07/07/2023

  To Whom It May Concern - Upon discussing this with the current Regional Property Manager, there was a miscommunication between the previous property manager who set up the payment plan with ***** and the transition to the new one. ***** was able to connect with the current property manager and all issues have been resolved. As long as they continue to pay their agreement, they are not at risk for eviction.  

  Customer Answer

  Date: 07/07/2023

  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:06/27/2023

  Type:Billing 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.

  Since April 2023 this company has been price gouging the water. They accused me of having a water leak as 25000 gallons were used in 2 months. I called the Town of Manchester and they checked and found no water leak. I also contracted a 3rd party to check and paid 80.00 and they said all is dry..no water leaks. My bill was 142.00 for water when I have always paid 28.50 for 2 months. I live alone. This month they come with 100.00 bill saying i used 19000 gallons. However, they were doing construction and broke 3 water lines and my home i had brown water coming out of the cold water faucets for days. I called them and they did nothing and no acknowledgment. I have the Feb Statement where it says i used 39000 and charged 28.50.

  Business Response

  Date: 07/11/2023

  The property manager reached out to *********. There was some confusion with the water, but it has been cleared up based off of the conversation had and the explanation of why her water bill was high. She stated that she is happy to have talked to someone and is all set with her issue. 

• Initial Complaint

  Date:06/10/2023

  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.

  I was a tenant of Cook Properties from Sept of 2016 until February of 2023. Upon moving out they have failed to return my security deposit or supply in writing why they feel they should not have to. I sold my mobile home to a friend who took over ownership with no lapse in rent and paid a security deposit so I see no reason mine has not been returned other than lack of morals and high levels of incompetence in every single level of the company. I have reached out via email. I have called and called to no avail. This company and its employees should be ashamed of their blatant disregard for the law and processes set in place ny the state they operate in.

  Business Response

  Date: 06/16/2023

  We have located a bill of sale in the middle of February. As the home was sold during the month, the previous owner is responsible for the month unless otherwise discussed. The balance of February’s rent was where the security deposit was placed. The balance was higher than the amount on file and therefore, there wasn’t any funds returned

  Customer Answer

  Date: 06/16/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   Yes, the mobile home was sold in the middle of the month, the rent was paid for the month of February and the new tenant paid a security deposit to Crook Properties in the middle of the month.  The only acceptable outcome of this complaint is my security deposit RETURNED IN FULL plus PLUS the interest it accrued over 9 years. CROOK Properties did not provide me with with written notice of WHY they would not return my deposit... they simply did not return it and hoped I would not seek it. They did not have to use my deposit to cover any expenses, they were made whole for all months of rent AND a security deposit from the new tenant and purchaser of my mobile home. Again I state that the only acceptable answer is to return my deposit in full as is their duty by law. I will not reach any other agreement.   ***** ******* 

• Initial Complaint

  Date:05/16/2023

  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 bought my mobile home January 2023. Signed the lease 1/20/23 at the time was told verbally not written by syrica n***** and then a couple weeks later by Sue V******* that the mess left in my yard before I bought would be taken care of come spring to just remind Sue. I have emailed and called a few times about the yard being taken care of with zero response. I did get one responds asking for pictures of my cracked cement slabs, and the mess of a yard. I sent pictures also no response after that. They let a pile of leaves sit by road for well over a month that we eventually moved it to a hill behind our house because we and our neighbors were sick of looking at it. I have pictures and video proof of all this and saved one sided dated emails. I found a leak under my house that my neighbor fixed because I was told by cook properties emergency that it’s my house my problem and they’d fee me $90 to just come look at it. Also have video of this, there is duct tape LOTS of it holding up near this leak I found. So obviously they knew of this leak and patched it so we couldn’t see it till it’s a huge problem and not theirs. That’s pretty disappointing and morally wrong to do to people in my opinion. I’ve lived here not even 5 months. I can’t even believe how terrible this entire park looks and how much this property management company doesn’t care one bit about their people. Their lease states the lot must be habitable. Mine 100% isn’t! All mud, leaves, rocks, and cracked concrete, missing half the grass. I am aware I have to mow and maintain my lot, but it should at least be livable to start off! I’m paying for land I can’t enjoy at all and embarrassing to have company over with how disgusting this park looks.

  Business Response

  Date: 06/16/2023

   The leak was fixed, our service technicians have verified this. There is a work order for our service technicians to take care of the concrete and debris in her yard. The Regional Property Manager had a discussion with ******* about how to bag up leaves for us to dispose of them properly. ******* and the Regional Property Manager discussed compensation for the issues that were fixed by her and the inconvenience