ComplaintsforTowne Properties

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in a subdivision with an HOA which contracts with Towne Properties. Part of our contract is the management of the community pool. The pool was set to open in May, however, the liner which was installed -- as a result of Towne Properties outsourced maintenance, did not pass the Health inspection. This was communicated to the community via word of mouth. No official update came from the manager. As of May 25th, after contacting our Towne Properties representative, we were told "a pool company is on standby to redo the liner, but we are trying to work with the Board of Health to get a waiver to have the new one grandfathered in". A week goes by, with no update. We reach out again to find this representative was now out of town. We contact his superior, who then told us that two companies are bidding for the pool liner, and those bids should be in by Monday. So, the representative lied about the original plan. The board of Health will not grant a waiver--- which honestly should have never been plan A to begin with as there are safety laws for a reason and to have a business believe the best route is to bypass those is negligent. We are now two weeks from the initial opening date with no real update or plan, and no transparency as to what is going to happen with OUR money which paid for the initial liner. We then received an email stating that they just found out that the liner has to come from an approved manufacture. THEY MANAGE PROPERITIES AS A BUSINESS. This should not be news. They should know the health and safety codes of the properties they have agreed to manage. Now we are waiting for a liner, a company, and are at least 3 weeks more. Which means we will be FIVE weeks without the pool as a community because of the negligence of this company to insure their work was done correctly and safely for the community. It has been a month since they knew of the problem, and there has been no official plan of action.

  

  Business response

  06/27/2024

  Dear *** **********,
  

  I am so sorry for the delay in getting back to you, but needed the time to research and
  understand the issue of the pool liner at the ****** ***** community.  I would like to apologize
  for the frustration you and the community have been experiencing at this time and would like to
  take a moment to address your concerns.  The pool liner installation was outsourced to a
  company called ******* ***** Pool Service, which is a residential pool company which replaces
  liners.  The ****** ***** Pool is a unique situation as it is only one of three “public” pools in the
  city that has a liner.  Even though it is in a residential community, if three or more families utilize
  the pool, it is considered “public”.  The ******* ***** Pool Service should know the health codes
  and should not have presented a selection of liners that were not inspection approved.  This is
  the same color/pattern liner that was installed in 2019 with no mention of it being a problem by
  the health inspectors at that time, or any time after, before the pool was opened for the seasons
  after.
  

  It appears that there was a breakdown of communication between the managing agent and the
  residents as this was not explained until after the pool was scheduled to open.  The facts should
  have been collected and then relayed to community as soon as they were discovered because
  of the health and safety concerns of the people using the pool.
  

  We are awaiting the status of the order of a new liner. 
  

  Respectfully,
  

  Derek W*****, Exec. Vice President
  Towne Properties

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We pay an hoa fee to live in this neighborhood. I was told I was banned from the pool for having underage kids but the sign says 18 so someone was 18. It didn’t say the person had to live in the neighborhood. The hoa told me that was common sense but not what the sign says. Also they were banned for throwing a football. No where does it say you can’t have balls. Other kids have balls and throw them and don’t get banned. I am wondering if this has to do with the fact we are one of the few black families in the neighborhood. The pool is meant for kids to play and run around not for the parents to sit up there and drink alcohol and smoke cigarettes.

  

  Business response

  06/21/2024

  The community pool is an amenity maintained by the ****** **** Association and is available for community member use provided they have paid their association fees, follow the rules and use the pool safely and respectfully. These rules are emailed to the community members with information about when the swimming pool opens each year, they were also USPS mailed to each community member.
  If a member or their guest causes a disturbance, damages equipment, or creates unsafe conditions, the Association Board has the authority to suspend their pool privileges temporarily or for the entire season.
  The community rules and corrective measures are in place to ensure that all members can enjoy the amenities they collectively pay for. Due to recent infractions that have disrupted others' enjoyment of the pool and resulted in damage to a new piece of pool furniture, it was decided to impose a short-term suspension of pool access.
  Once the short-term suspension is lifted, provided that the rules are followed and no further damage occurs, there should be no future issues with pool access.

  Respectfully,

  Victor S********, Regional Vice President

  Towne Properties/******** District Office

  Customer response

  06/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** **********

   

  i understand what the hoa is saying.  My problem is that they do not treat all residents equally and I feel like they are discriminating against my family because we are one of the few black families in the neighborhood. I don’t believe they treat everyone equally because when white people do the same things as my family I don’t think they are treated the same.  I have seen other white kids at the pool by themselves and other kids throwing balls and they don’t get banned.  Plus it says under 17 not admitted without an adult.  It does not say the owner needs to be the adult. If they want an owner adult the sign should say that.  Also the last time received the his rules was 17 years ago when I lived in. They do not send it out and if they do they don’t send it to me.  Maybe a call would be helpful?  My number is ###-###-####.

  Thanks ,

  ******

• Initial Complaint

  05/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is a Condo Community. This concerns ********* ** Condo unit **. Issues: 1. Tree Trimming; I need Trees trimmed. 2 Asphalt Driveway: Needs Replaced not patched 3. Gutter cleaning: needs cleaning, birds have built nest especially the patio area. 4. Storm Door: It was missing when I purchased my condo in 2010. But never replaced then.. Recently I had to purchase a custom storm door due to the way it was framed. I want them to share at least 50% of the cost of the new storm door. In 2011 they reimbursed me for a storm door. but I had to replace itagain & I purchased through Lowe's & it will be installed in the next few weeks. I paid $ 915.55 . So the 50% amount would be approx$457.00. 5. Night Ligh Sensor Assembly: I have replaced bulbs. The assembly must have a short circuit & an electrician is coming out next week to check it out. Property maintenance check it & said nothing was found wrong. But it still is having shorts. If the electrician finds that is the issue then The Condo Assoc. will have to replace the assembly . I will pay for the Electrician.

  

  Business response

  06/05/2024

  1. Trees were recently trimmed, however we will inspect the area of concern to see if any
  additional tree trimming needs to be done.
  2. ******* **************** Paving is our preferred vendor who evaluates the property
  annually for needed repairs and asphalt work.  ******* Paving is scheduled July 22-24,
  2024 for sealcoating but there are no plans to replace any of the driveways.  We will
  have ******* Paving reevaluate *** ********* driveway.
  3. Gutter cleaning is already scheduled for Thursday, June 6, 2024.
  4. Storm Door-per declaration for ****** ******** storm doors are the responsibility of the
  unit owner; therefore, the association will not pay for 50% of your new door.  The Board
  of Directors has already reviewed your request and denied the request.  A letter has
  already been sent notifying the owner of this decision.
  5. After evaluation from your electrician, please notify Towne Properties if the issue with
  your light is external.
  Desired settlement:  There will be no refund for the storm door.  We will wait for an evaluation
  from the electrician before a decision is made on the light sensor.  Follow up will be made
  concerning the driveway and the tree trimming and gutter cleaning is already scheduled. 
  Respectfully,
  Kim B****, Regional Vice President
  Towne Properties/******** District Office
  6/5/24

• Initial Complaint

  05/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On March 18, 2024, I contacted Towne Properties and spoke to ******* ******* regarding a HOA bill for a payment of $24.60. I asked ******* to explain why I received an outstanding bill; she quickly became defensive when I asked for the date of this bill, she stated Dec of 2022. I told ******* that I have always made my HOA payments in person to the **** ******** **** **** Office. I told ******* that my cancelled check was stamped dated Dec 16, 2022, by company's receptionist. On March 18th and March 26th, I'd contacted Towne Properties Corporate off in Cincinnati and to ask to speak to the person that oversees the accounting office in which I was transferred to and left two voicemail messages with ***** explaining the situation, but never received a returned phone call. On March 27th, ******* did contact me and provided me with some information about Dec 16, 2022, payment that it was received, and she stated that the previous accounting person did not know what she was doing. I asked ******* about the March 2024 HOA payment that was hand delivered to the US Post Office on March 1, 2024, and why the delay in processing my check until March 22, 2024, ******* referred me to Alliance Bank. On March 27th I contacted Alliance Bank that referred me back to Towne Properties since they're the only ones that could tell me when HOA payment was received for March 1, 2024. On April 16th, I left another voicemail message for ******* asking to provide me with my HOA payment transactions and the company’s attorney contact. According to ******* *******, Association Manager email statement their system assesses late fee when it's not late. Ms. ****** has proven my point that the company’s system generates late fees automatically when the fees are not late.

  

  Business response

  05/07/2024

  Homeowner reached out to the Towne office in late March 2024.  She stated
  she had just noticed she received a late fee on her account 2 years earlier in
  December 2022 for a payment that she brought to our office on December 1,
  2022.  After our review with our Accounting office where a copy of her check
  was provided , the check was dated and stamped December 16, 2022 and not
  the 1st.   Once we received the check in 2022, it still had to be processed. 
  

  Homeowner is aware that payments are due the 1 st of each month and advised
  to mail out the payment prior to the 1 st to allow US mail travel time.  There is a
  grace period, however, if mailed after the due date of the 1 st , there is no
  guarantee the payment will arrive prior to the automatic late fee assessed on
  the 20 th .  The homeowner’s December 16, 2022 payment was processed from
  our office, but posted the same day the late fee was assessed on December 20,
  2022, which was a legitimate late fee and homeowner was not informed
  otherwise.  However, as a courtesy the late fee was waived per the
  homeowner’s request as it was same day but after the fee.  The homeowner
  once again made her payment late after March 1, 2024 that didn’t arrive until
  March 22, 2024 to post to her account.  This arrival was 2 days after the  grace
  period and homeowner was once again assessed a legitimate late fee.  Towne
  Properties has no control of the US mail system which is why we remind
  homeowners their payments are DUE the 1 st of each month and should strive to
  have it post on that date.  The grace period is not in place for homeowners not
  to comply with the due date of payment, but to allow a buffer for mailing and
  processing.  The Board of Directors believes the grace is a generous amount of
  time to allow a payment that is due on the 1 st to arrive on time and enforces the
  line of demarcation date for that reason.  Therefore, the legitimate late fee
  assessed on March 20, 2024 will not be waived.
  

  Kim B****, Regional Vice President
  

  Towne Properties
  ******** District Office

  Customer response

  05/20/2024

  Property management failed to respond to my request for a printout of my HOA payment history and contact information of their attorney(s).

  

  Business response

  05/22/2024

  Homeowner was provided her ledger which was attached to the first document and a snip-it also in the email on Friday, April 19, 2024 5:24 pm. However, she was previously provided her ledger by Tashena. Homeowner did state she was going to get her attorney to pursue the matter over the late fee. This is the homeowner's prerogative, however, we would then have to send the attorney documents to the Association attorney for them to communicate with each other. Homeowner then wanted to reach out to the Association attorney directly. We advised her they were the attorney for the Association and if she communicated with them, there would be additional fees that would also be charged to her account which would increase her current amount owed. The homeowner didn't communicate with our office afterwards to indicate she was willing to incur that cost. Homeowner was never informed late fees are placed on accounts erroneously. Sometimes, payments are made the same day as the late fee after the late fee is already assessed to the account. The late fee is still legitimate. Association fees are due on the 1st of each month-which the homeowner is already fully aware. Tashena also never informed the homeowner that Accounting did not know what they are doing. 
  

  
  

  Customer response

  05/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  First and foremost, I have asked for my HOA payment transaction in which I never received. Secondly, I have asked to see the ledger when my March 1, 2024, was received (NOT POST TO MY BANK).  As W****** stated in her own words, when payments are received prior to the due date the system will default the payment as late.  My HOA payments were always delivered to the Worthington office in person.

  Lastly, I have recorded the conversation with W****** assistance stating that the previous accounting clerk DID NOT know what she was doing, and she was about to figure out the misstate how it was generating the late fees that was carried over to the following years in 2021, 2022, and 2023.

  I ask to resolve this issue by Towne Properties providing me my entire HOA payment history as before.

   

  Regards,
  
  ******* *******
  

  Customer response

  06/04/2024

  HOA Payment history was not received as of 6/4/2024.

  

  Business response

  06/05/2024

  Regarding Additional Comments:  see attached ledger (which was previously sent).

  We are unsure of what else Ms. Gilbert is requesting.

  Kandace W******, Association Manager

  Towne Properties/******** District Office

   

  Customer response

  06/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I will only accept this resolution if March 1, 2024, HOA Late Fee was waived. 
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to complain against Towne Properties Management and ***** ****** Apartments for negligence. They let people violate the lease agreement by allowing pets and constant noise all day and night from the neighbors, homeless man sleeps in the stairwell , there's a rat running around inside my walls. They have roaches and the maintenance men are almost non existent. My refrigerator didn't work when I first moved in and I had to throw my food away. It's miserable and this is my first apartment and this has been a horrible experience. I want to move out without having to pay anything because I didn't cause these problems. I have video evidence,emails, calls and screenshots of the conversations I've had with the landlord at first. Nothing was done so I called , they put notes in the doors but nothing changed. Then I found out, the lady at the front office put into my maintenance request box that there's a possible rodent with a question mark. I don't appreciate that they know they have rats and are still renting that's disgusting.

  

  Business response

  04/29/2024

  ***** ****** does not allow pets. There is at least one resident however, that has a service animal. Given the protected class we cannot discuss or divulge that information.
  
  We do perform a regularly scheduled pest control service. I have attached a copy of the schedule. When the resident called to address pest concerns, we contacted ******** pest control and asked them to come as soon as possible. Myself & ******** pest control did inspect *** ******* ** ** on Tuesday April 23rd 2024. The resident was home at the time, she showed their technician where they are hearing noises. We found no evidence of rodents or other pest issues.
  
  The resident did place a maintenance request for the refrigerator & our maintenance technician replaced the Thermostat. There have been no known issues or work orders since.

  Jonathan F******, Property Manager

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for housing with *********** Apts in January 2024, and I paid a $300 holding fee, and was told it would be refunded within 30 days if my application was denied. When I found out it was denied I immediately notified *********** Apts, Townhomes, and Treva the Manager via voicemails, and emails updating my correct address for the check to be mailed. I was told by *********** Apts that the check was mailed to the incorrect address. I have been leaving messages with *********** Apts, Townhomes and Treva since February,and haven't received a response.

  

  Business response

  04/08/2024

  Chase L*****, Accounts Receivables, spoke to *** ******* on April 4 and was told the new address to send the check to.  While still on the phone with her, he sent the check out.  

   

   

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Towne Properties is the property manager of *** ****** located in ********** ******** where I own a condo. The resident above me had a massive leak. 4 different plumbers were called out and 2 different roofers. All plumbers and roofers concluded that the resident above had an overflow of a sink, bathtub, or toilet and was not admitting it. Towne Properties refused to uphold the portions of the bylaws which stated they had the right to enter the residence, clean the water damage to prevent mold, and make sure my property was not further damaged. I have incurred personal expenses as a result. Furthermore, I have contacted Towne multiple times to have my deck maintained. Towne has blatantly lied multiple times stating I am responsible for maintaining my deck because it services my own individual unit. I had to read 100 pages of bylaws before I finally got Towne to agree to even have someone look at my deck, and they still have yet to actually do any maintenance. The bylaws clearly state they are responsible for this maintenance of the external property. My concern is that Towne lies to residents in efforts to skirt property management responsibilities and save them from having to actually pay for maintenance/provide the services which the bylaws state are their responsibility.

  

  Business response

  04/03/2024

  
  A water intrusion was reported to Towne Properties for *** ******* *** **** *, at *** ******.  To ******* point, Towne did contact 4 different plumbers and 2 different roofers to thoroughly investigate the intrusion.  I personally spoke to ***** and ***** ***** with ****** Plumbing and ***** ***** with *** Roofing. 
  
  ***** informed me that he had investigated every potential plumbing source in the unit above and everything checked out fine.  It was his opinion that the owner of the unit above accidentally left his bathroom sink faucet on causing it to overflow and leak down to the unit below.  The owner above refused to admit that was the case.
  
  ***** said she found nothing from the roof that would indicate the roof was the source but I asked her to perform a water test to confirm.  She did so and reported no water intrusion in either unit, ******* or the unit above him.
  
  I spoke to ***** several times and he was insistent that Towne should be entering the unit above whether we had permission or not, and ripping out the bathroom flooring to confirm there was no water trapped under the tile floor.  I asked ***** if he had any active leaks which he reported he did not.  I said based on that it was unlikely there was any trapped water, but regardless Towne (through the condo association) did not have the authority to enter his neighbor’s unit without permission.  And even if did, we certainly didn’t have the authority to rip up his flooring.  ***** refused to accept that answer as he felt this was an emergency.  While I told him I understood his frustration, the fact that it was no longer actively leaking indicated it was not an emergency, nor did we have the authority to damage his neighbor’s unit.
  
  The fact that we called out 6 contractors to investigate the issue shows a tremendous amount of proactive measures being taken, and clearly indicates no negligence on the Association’s or Towne’s part.  For it to be negligent, no action or response of any kind would have had to occur.  ******* own statement details some of the extent taken by Towne and the Association.  I personally spoke to him several times and the neighbor above, who refused to admit his sink or toilet overflowed.  To our knowledge, the leak has never come back.
  
  ******* statement indicates he believes Towne is “Skirting their responsibility in order to not have to pay for maintenance…”.  To clarify, any costs incurred related to anything regarding the Association would be the funds of the Association, not Towne Properties.  Therefore, there would be no benefit at all to Towne Properties per his claim.
  
  The work order for his deck simply states Towne inspect his deck to make sure it’s at the same standard as the ones around him.  We’ve inspected the deck and it’s structurally sound.  It needs to be sanded and stained, which is weather dependent.  The work order was submitted in January.  Assuming the Board approves the work, we will move forward accordingly.
  
  Regards,
  
  Jud S. O*********
  Towne Properties
  Regional Vice President

  Customer response

  04/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  Jud would like to take credit for contacting multiple contractors. I contacted and paid for 1 plumber. The owner of the unit above me contacted and paid for the other plumber. Towne Properties contacted ****** plumbing and ****** sent out two different plumbers from their own business. Towne Properties did not send out a roofer until after I had to request a roofer be sent out, at which point they put in a work order, and I waited for weeks without response. I had to follow up with Towne once more to get the roofers sent out. So Towne contacted one plumber and one roofer, and the roofer likely would not have been sent out had I not consistently asked for follow up.

  The plumber that Towne Properties hired (****** Plumbing) refused to put any of the information into writing that Jud has just put into writing. "***** informed me that he had investigated every potential plumbing source in the unit above and everything checked out fine. It was his opinion that the owner of the unit above accidentally left his bathroom sink faucet on causing it to overflow and leak down to the unit below. The owner above refused to admit that was the case." Because the plumber that Towne Properties hired refused to put any of this information into writing, I was left on the hook to try and submit insurance claims through my own home owners insurance. I am now responsible for the deductible and any resultant increases in home owner's insurance premiums. It was the recommendation of Towne Properties' plumber, ****** plumbing, that the best route of resolution would be to tear up the flooring in the unit above, confirm water damage beneath the flooring and that the source of water was the above unit, and perform water mitigation to prevent mold from growing. This was not my own recommendation. It was the recommendation of the plumber hired by Towne Properties. The bylaws clearly state that Towne Properties had every right to enter the unit above me and resolve my situation. They refused which has resulted in me incurring added costs and still left me without a resolution six months later. 

  Jud mentions that I reported not having an active leak. Jud fails to mention that I contacted Towne Properties via phone and email on Friday 9/29/23 when the leak occurred. At that point, the leak was active and massive. Towne Properties never responded to my email, and they did not send anyone out to look at the leak until Monday 10/2/23. At this point the leak was no longer active, and as we later found out, it was no longer active because it was not the result of a plumbing issue but a flood issue. The upstairs neighbor refused to admit fault. Had Towne Properties responded in a timely fashion, when I had a massive active leak then I would likely not be in the current insurance/cost incurring situation that I am in. 

  Jud states that any costs incurred related to anything regarding the Association would be the funds of the Association, not Towne Properties. I'm not sure what the point is of arguing the semantics here. *** ****** Condo Association has hired Towne Properties as the property management association. As a result, Towne Properties executes orders on behalf of *** ****** Condo Association. I do not believe I should have reached out to *** ****** Condo Association to get my decking issue resolved? I reached out to the property manager, Towne Properties. I still have emails documenting being turned away by Towne Properties repeatedly for maintenance of my deck. I was told multiple times via phone that I was responsible for maintaining my deck because it serviced my own individual unit. Only after I read the bylaws in full, and reached out to Towne Properties for a fourth time for deck maintenance asking for citation from the bylaws, that they changed their story and accepted responsibility for maintaining the deck. This is where my comment comes from that Towne Properties is skirting their responsibility in order to not have to pay for maintenance. Sure, *** ****** Condo Association is who will pay for the maintenance. I pay *** ****** Condo Association monthly to make sure that maintenance is provided. Towne Properties is the property manager hired to execute the maintenance. So when I reach out to Towne Properties to receive the services for which I paid and Towne Properties repeatedly refuses to offer those services until I read the bylaws, I think that constitutes skirting responsibilities. I reached out directly to Nicole Seligman for an explanation. When I had the leak in my condo at the end of September 2023 I was in constant communication with Nicole. During the month of October 2023 I asked Nicole again about deck maintenance. I was again told I was responsible for maintaining the deck. It was not until January 2024, after reading the bylaws, that Nicole changed her story and accepted Towne Properties' responsibility for deck maintenance. I asked Nicole how it was possible that the story changed between October 2023 and January 2024. Our bylaws have time stamps that they have been in place since 2005. Did Towne Properties just learn between October 2023 and January 2024 that they were responsible for deck maintenance? Or, the more likely scenario. Each time a resident reaches out to request the maintenance for which they paid Towne Properties feeds them the same line that they are responsible for the maintenance of a deck since it services their own unit. If the unit owner takes the time to read the bylaws then Towne Properties changes their story. Towne Properties services multiple properties. Maybe they don't take the time to familiarize themselves with the bylaws of each property. Either way, ignorance or flat out lying. I don't think either is acceptable. 
  
  Towne Properties has refused to uphold the bylaws which *** ****** Condo Association put into place. The residents are expected to abide by the bylaws. But so is the property manager. I paid for maintenance services via my monthly HOA, and when I asked to receive those services I was refused. Repeatedly. The email chains are all available on request but the documents are above 8MB in size and the site will not allow me to upload. 

  
  Regards,
  
  ***** *****
  

  

  Business response

  04/10/2024

  
  After inspecting ******* deck, it was deemed to be in similar condition to the other decks in his building.  It appeared to need power washing and treating.  Towne reached out to the Board President if the Board would approve the work.  Without Board approval, Towne does not have the authority to initiate the work.
  
  Below is the response received from Board President, ***** *****:
  
  Hello,
  
    We won't have responsibility for scraping and painting ***** deck until the entire property gets the green light to move on repainting the buildings. I know that I was personally responsible for applying a textured deck sealant to my own to maximize the life of the wood. I've done it twice in ten years and that has been effective. 
  
  Sincerely,
  
  ***** ***** 

  Submitted by:  Jud O*********, Regional Vice President

• Initial Complaint

  01/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I mailed a check to countryside condominiums Towne Properties ** *** ****** ******* ******* ************ and it takes a month to go through. I googled this address seems not to be known. So I'm late. I wrote 2 checks this month. I stopped the first one. It came through on January 17th. I reissued it on January 9 when I stopped the first check. Because I didn't know where it went. Then Towne Properties told me to do bill pay. So I sent out February 217.00 online January 17 due on January 25. But January 9 still hasn't come through. They need a better way on receiving payments. I get paid once a month and all my bills go out in the middle of the month. They should have that check by the first of each month. That address needs to be looked into or change it. Countryside condominiums c/o alliance bank ** ********* ******* ******* ********** can't find it on Google. Need help with getting payment there.

  

  Business response

  01/29/2024

  At this time Ms. ***** is contacting her bank to find out why she was charged a stop payment fee but the payment went through.  We informed her that we can provide a refund for the overpayment that was made if that is what she would like.  She is having discussions with her bank regarding this.

  Towne Properties staff have been in communication with Ms. ***** numerous times.  She has found a workable solution - using her bank's bill payer option.  This should fully eliminate the challenges that occurred in the payment of the monthly Association fees.
  

  ****** *********, Regional Vice President
  

  Towne Properties, Kentucky Operations

  Customer response

  02/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  ******* *****
  

• Initial Complaint

  01/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have made multiple attempts to contact property management to fix my furnace after 8 attempts and one in person visit to the property office the maintenance people have been here twice to attempt to fix my furnace. The furnace does not shut off my electric bill for two weeks was over $300. They still have not fixed the furnace. as of today, the furnace has consistently ran for 10 hours, My apartment is at 68°.

  

  Business response

  01/17/2024

  Please see the attached response from Lucy B******, Community Manager, ***** **** ****** (text below).

  Friday resident contacted maintenance and stated that her furnace was not shutting off once the
  temperature on the thermostat was reached. She stated that the AC unit outside would come on
  when the furnace would run, and the blower motor would not shut off unless it was turned off
  manually.  Jim replaced the thermostat and fan relay.  The furnace ran as it should.  
  Jim explained to the resident that it was a heat pump, and the outside AC unit runs to help
  heat.  Left on Friday On Saturday afternoon 01/13/2024, the resident called the on-call
  technician and let him know that the furnace was not shutting off again.  At this point, we
  dispatched a vendor, Waterworks, to assist with repairs.  They came at their 1 st  availability which
  was Sunday.
  

  Fixed low voltage issue in air handler, cycled system in heat and emergency heat settings,
  checked amp draw on heat strips, heat strips working properly, heat pump was low on 410a
  refrigerant, will need to return and adjust refrigerant to proper superheat/sub cooling, system is
  heating at this time.  Returned and recharged system with customer (** ******) supplied
  410a and dye kit.  The maintenance supervisor accompanied and stated would follow up
  tomorrow to return with UV light and check for leaks.
  

  Today, Jim went back and checked on the resident.  He traced every wire and checked freon
  levels again, no freon leaks and did find one wire disconnected which he reconnected.  When
  Jim left at 12:30 the resident was satisfied.
  

  With regard to her concerns with the amount of her electric bill, I did speak with *** (electric
  company) and they recommend once repair made to compare bills to see what the difference is
  and we could adjust accordingly.  I personally spoke to the resident and explained this and she
  understood that portion of resolution would take some time.

  Customer response

  01/17/2024

  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

  12/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi all, I am filing this complaint today because of an issue I have been having for the past year at my apartment in the ******** ***** apartment complex in ********* ****. This place was decent for the first year that I lived here but was since bought out by Towne Properties. Now for the most part they have made some improvements but have also made the community culture way worse. Several known tenants have been causing nonstop issues. the apartment below us at **** ********* *** blasts their music so loud it has become impossible to live here. It is currently midnight and I can still hear them partying. This is illegal activity per ******** noise code but the new Towne Properties management hasn't done anything about it. myself and several other tenets have spoken and we will be moving out soon. Some will even be breaking their leases to do so. I and several others of us work from home and are no longer capable of doing so with these neighbors.

  

  Business response

  01/02/2024

  This complaint has been forwarded to the Manager/Regional VP for a response, which I will send when received.

  Customer response

  01/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** *****
  

  

  Business response

  01/12/2024

  Our Manager, Jennifer V****, has been in contact.  She has put a "Noise Violation" on the apartment indicated in *** ******* complaint (**** ********* ***) and if the situation doesn't improve, she will take further action.

*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. ↩