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:03/13/2025

  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 recently sold a property that they manage for the HOA. The lender has been requesting information about critical issues noted in a structural inspection report and my sale may fall through (3/20 closing) due to their inaction.

  Business Response

  Date: 03/16/2025

  Mr. ****** owns a condominium at ***** **** Condominium and we are the retained property management company operating the condominium association at the direction of the elected Board of Directors who are each members of the condominium association. 

  Mr. ****** is selling his condominium unit and the lender for the buyer has a number of repair requirements regarding the condition of the property.  Our property manager, Victoria *********, has been in contact with Mr. ******'s agent, Howard ****** to obtain the list of Fannie Mae required repairs. 

  Once that list is received, the condominium Board can decide if and how they want to proceed and will direct us at that time.   Without the list, we are unable to request approval to make repairs.  Additionally, the condominium Board is not obligated to make repairs solely at the request of a prospective lender and we, as managing agent, do not have the authority to make repairs without the direction of the Board.

  We would like to be able to assist Mr. ****** in selling his unit, but we are unable to do so until the list of repairs is known and we have received direction from the condominium Board.
  

  Customer Answer

  Date: 03/17/2025

  
  Better Business Bureau:
  
  I have reviewed the response provided by the business regarding complaint ID ********, and I find the resolution is satisfactory. 
  

  I’ve been told things are progressing now, but there’s been no mention of a new closing date. 
  
  Regards,
  
  ***** ******
  
  

  
  

• Initial Complaint

  Date:10/31/2024

  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.

  ********* ****** hired Carlisle Mngt Company in 2022. Last year, they changed systems, and as president of ******** ****** ***********, I have not been able to log into the system. I have called and sent numerous emails to them asking for their assistance. No emails back no calls back. We are supposed to have a yearly meeting with the association we have not had a meeting since 2022. I don't know if they are paying our bills. Last spring, we were not getting our lawn service. I had to call the landscaping company directly and was told they could not get a hold of anyone at Carlisle, so I authorized it on behalf of our association. The lights on the end of our street in common area had burnt out, and we filled work orders and placed calls to Carlisle with no response; I had to call the electric company, and they finally came out. The homeowners continue to pay monthly association fees, but they do not abide by their agreement. I just want to log in and ensure our bills are current and that we have the services in place for which we pay. Please Help!

  Business Response

  Date: 11/07/2024

  I have spoken with Ms. ****** and she has not been receiving our monthly operating financial reports that have been sent out.  We are getting her the information so she is able to go over her association's operations.  Additionally, she has not been able to access the portal for condominium Board Members since we changed software and we are resolving that for her this morning so she can directly access our work herself in real time to see how her association is operating.  The current manager has been sending the reports and providing updates but Ms. ****** stated that she has not been receiving them and having access into our system that should resolve the problem.

• Initial Complaint

  Date:01/28/2024

  Type:Billing 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 a dispute with Carlyle Management Company. This company processes maintenance fees for the condo I live in (******* ***** Condominiums). The company is using new software to process maintenance fees. I called and emailed Carlyle on 1/18/2024 to find out if I needed to register with the new software to process my maintenance payment or if Carlyle Mgmt was going to continue to directly pull from my checking account. Carlyle never replied so I went ahead and registered with their new system and paid my condo maintenance fee ($332.21) on 1/22/2024. The following day (1/23/24) Carlyle pulled an additional $332.21 from my checking account. Since I did expect this withdrawal, my checking account had insufficient funds, which resulted in overdraft fees of $72.00. I hold Carlyle responsible for the overdraft fees ($72). As of 1/28/24, Carlyle has yet to answer my email. This same problem happened a year earlier when Carlyle was using a different payment system.

  Business Response

  Date: 02/05/2024

  We had previously sent out emails to the home owners of the properties that we manage explaining that billing and ACH debits would be late or delayed due to our switching accounting platforms and billing services.  Our first went out on December 24th, 2023 saying not to make payments until further notice (********)  and then another went out again on January 3rd, 2024 ****** ** ************************* explaining the new online portal.

  I understand that there was a great deal of confusion over the change in systems and the transition did not proceed as had been promised to us.  Under the circumstances we would cover any insufficient funds charge that was incurred due to this change in accounting systems in January of this year.

  We do apologize for the issue that the complainant had and for the problems and delays that occurred while the new company, **** *******, sorted out the data conversion problems that they experienced.

  Customer Answer

  Date: 02/09/2024

  [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:05/12/2023

  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.

  Good afternoon, I keep loosing my connection at the property referenced in this complaint. Is there an email or get I can upload documents, PHOTO'S, Estimates, witness statements, Emails etc, in support of this ongoing SERIOUS, DANGEROUS and and what appears to be, intentional DESTRUCTION of my property. This property is NOT MY residence,Nor has it ever been. I have been trying to sell it for SEVERAL YEARS. However, CARLYLE Management (Chuck S******* and his employee/ property manager Gerry) Have harassed me, threatened to break in my house! The did not respond to other complaints about RACCOONS getting inside other homes causing damage, living in the other homes etc. CARLYLE knows I have never EVER resided at that property. (no food, no garbage, no appliances) nothing to attract ANIMALS or rodents. They contacted a family member stating they want to get inside. They had no idea who they were or WHY they contacted them. Finally I was contacted approximately 1 month later. I was told TO MEET their RACOON PERSON (NOT in town. And I did NOT have any RACCOONS, no sign of them and certainly no damage. I was immediately THREATENED (I was TOLD verbally witnesses heard this and in writing. IF I DIDN'T let this stranger into my property THEY WILL BREAK IN. "They do it all the Time"?? Using locksmith and The Police Department. *There is NO RECORD OF THE POLICE Showing up with them. They harassed me endlessly, used the threat of jail being arrested and GOING INSIDE without my permission. *ALL DOCUMENTED. This is a condo. WE ARE RESPONSIBLE for the interior NOT CARYLE. I was FORCED under DURESS and extreme stress to drive back. I PUT IN WRITING I AM NOT SIGNING, PAYING nor do I GIVE CONSENT. The person walked in and out in less than 5 minutes. NO TOOLS, LADDERS I wasn't given a card, INVOICE 0. Never heard from ANYONE AGAIN. Months passed THEY ADDED 500.00 to my dues. * part 2 FOUNDATION SINKING, DRIVE CRACKED, SUNKEN, ROTTEN WOOD, WATER INTO HOUSE, GUTTERS, ROOF, FENCE ETC

  Business Response

  Date: 05/13/2023

  Providence ****** inherited this condominium unit from her Aunt.  It has been filled with personal belongings, but not lived in the entire time she has owned it.  A racoon nest was found in her attic after complaints from he attached unit's owner.  The association attempted to get cooperation from Ms. ****** to get access to the attic as the opening that the racoons had gotten through was visible from the ground.  With no cooperation, the association engaged ***** * ******** to send a formal letter explaining that the condominium Declaration allowed the condominium association to have access to the attic space.  Ultimately, with no response or cooperation, a date for entry was set with a trapper, the Solon Police Department and a locksmith to get access.  Ms. ****** arrived and allowed access at that time and the two trappers went into her attic and found a nest, debris and racoon feces throughout the attic.  The area was secured as the racoons were not present a that time.  Ms. ****** has been in conflict with the condominium association and each of the management companies that have been involved since she took ownership in June of 2012.  The association, through their law firm, ***** * ********, has been trying to respond to Ms. ****** because they deem her ongoing communications as harassment due to the statements and threats that have been regularly made.  Carlyle Management acts as the managing agent for the condominium association and is directed by its five person Board of Directors who are trying to run a safe and well maintained property.  Ms. ****** has been represented by her legal counsel in many of the  communications that have taken place until recently when a series of threatening emails have been received.  This most recent flurry of emails was preceded by the condominium association filing a foreclosure action against Ms. ****** for delinquent fees.  The case is active on the docket in Cuyahoga County Common Pleas Court.

• Initial Complaint

  Date:03/03/2023

  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.

  The grass mower company (vender) hired by Carlyle management (HOA) damaged the sidings of my new house. The vendor replaced the damaged sidings after I complained it to Steve A**** of Carlyle management (HOA). But the vender made more damages after replacing the sidings. I asked to replace the second damaged sidings. Steve requested us to installed gravel at foundation and said "If it was not done ,,,the landscaper will not replace the siding" (I have attached emails conversations). We spent money to install gravel at foundation as Steve requested, but Steve said that they will not replace the damaged sidings because they did it before. Steve requested installing the gravel after second damages and he never ask installing the gravel before vender replace the first damaged sidings. The request was sent after vender replaced the first damaged sidings and I asked replace second damaged sidings. The Carlyle management need to either replace the second damaged sidings or pay the gravel installation fee ($570) at foundation.

  Business Response

  Date: 03/06/2023

  The contractor, ******* ******** ***********, has agreed to replace the damaged siding one more time.  The homeowner has been notified and the work will be scheduled once the siding has been purchased.  The contractor will be as diligent as possible to make sure this does not happen again. 

• Initial Complaint

  Date:05/27/2022

  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.

  Mr. Charles S*******, On May 6, I called your office explaining an incident with the roofers, who were out there on that day. I asked for support from your office and you were not available. In addition, I have made up to 7 calls regarding this incident and no phone call were return. Can you please give me a call or email me at your earliest convenience. Cell number is below.

  Business Response

  Date: 05/28/2022

  I have spoken with Mr. **** regarding the damage to his unit that occurred during the roof replacement project and explained that the contractor doing the work would be full responsible for the damage. I gave him the number for the contractor and the name of the supervisor and told him when we spoke yesterday that the contractor had been very good about addressing similar problems and that we would ensure that the repair needed was made. I had thought that the roofer had already reached out to Mr. ****.