ComplaintsforCapital Property Solutions

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was recently hired by my condo board of directors to manage out property, ******** ****. They have left the trash bins, compactors, and bulk pick-up places is such terrible shape, that no one has anywhere to put their trash. They then have taken very poor photos of trash they they assume was left out of the compactor, but was not, and try to charge the tenants. There is no proof that this was even outside the compactor, the photo does not show that, and furthermore, how can they charge anyone when the trash spots look this bad? This company should not be in business or allowed to manage properties at all. They are rude when you call, give no proof or answer any questions and are utterly difficult to deal with.

  Business response

  03/08/2024

  We agree how important resolving the trash situation is. One of the steps we take is making sure owners are not placing trash in open areas or in inproper areas (boxes in the bulk bin, etc.). When we have evident of improper situations, such as labeled boxes in this situation, we do charge an enforcement assessment to the account.

  Your account shows that you are disputing the charge on Wednesday, March 13th at the ***** *** ********* ***** ****** ****** at 6:00PM, and that your tenant will be the person speaking on your behalf.

  I agree in the importance of keeping the community clean and we are taking steps to make sure it only improves.

  Regards,
  ******

  Customer response

  03/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 

  The fine, of $500, was wrongfully charged as they have no proof of this piece of cardboard being outside the compactor area. the picture they sent me, which I had attached here, shows a box, to which they say was in the bulk area, where is the proof? My tenant placed it in the compactor, it was on top of a lot of other pieces, given that you can clearly see the trash is a issue, there is no way to know how/when/if this piece of cardboard moved. I should not have to use my personal time to discuss this scam with the board as I clearly was wrongfully charged. I want this amount credited to my account immediately. It should be noted that this company is clearly charging these fees to get money from the residents in what appears to be a widespread scam, this has also been reported to the attorney general. This matter needs to be resolved with money being in my account.
  
  Regards,
  
  ****** *******

  Business response

  03/11/2024

  That makes sense. During the hearing, the board will take that into consideration. 

  Customer response

  03/12/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: Of course it makes sense, you need to remove the fee now instead of me having to present my case to the board. I should never have been charged in the first place and you have the ability to fix this. Please return the $500 charge/fee to my account.
  
  Regards,
  
  ****** *******

  Business response

  03/18/2024

  ******,

  The board of directors does not give me authorization to remove owner assessments. They want to review them at their board meeting.

  I'm sorry.

  Regards,
  ******

  Customer response

  03/21/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  This was reviewed at the most recent board meeting and i was told by two members it was to be removed. It needs to be resolved and removed per the board of directors as it was reviewed and decided this was not an acceptable charge. 
  Regards,
  
  ****** *******

  Business response

  03/22/2024

  ******,

  That's great to hear. As soon as we process the board's decision we will remove the charge from the account and notify you of the removal.

  Thank you, 
  ******

• Initial Complaint

  12/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Issue 1) In November I was attempting to pay my monthly fee. It was in the middle of the night. My daughter was being admitted. I had been in the emergency room all day and as soon as she got sent up to her room, I really remembered that I hadn’t paid my kind of fee so I attempted to pay it and my phone froze, I checked my email. was no confirmation from the organization so I paid it again the following day a second time. I found out that I paid it twice. I went down and spoke with Bridget, then manager and she assured me that cps would refund the duplicate payments… this never happened 2) I received notification by mail that I owed a $95 inspection fee.  Pertaining to this day I wrote one of the board members. They suggested that I leave a note at the front desk and asking them to please come, and you will be ready when they do the rest of the floors. I waited the whole day. My animals were put up and they never came!!! The person at the front desk confirmed that she gave inspector my note. As a result I made an appointment with the board. I stated the above I only knew about one fee. Once a decision on my appeal, that the management company would write me back. I went into that meeting, knowing of only one fee they the board who listen to me, knew that that they had just put all those fees on my account,  They never mentioned it. On November 29  they charged to my account 4x 95$  they claim the first incident was in February. I didn’t know all this when I met with the board they knew it. They never said anything.. the following day I received a very current email from the management company there decision not to remove fees. They based  on 4 charges “a repeated issue”.  In addition  “During the pest inspections/ treatments going forward Brad should not be present. His behavior towards the staff and the contractors are not acceptable” l CPS has a terrible practice —-no notification —controlling— unreasonable  —punitive — dictatorial and unethical company. I’m seeking removal of all fees. What I would like is that they remove all  fees because I was never notified. I had Covid during one! I’m seeking from this point on treat me in a professional manner with checks and balances and if cps ever think I owe something they need to put in writing at the time of the occurrence, not at the end of the year, 

  Business response

  12/18/2023

  After reviewing the file, I am unable to take any further action. 
  

  The fees you request to be removed belong to the association and the board of the association denied the waiver. 
  

  There is no action within my authority to take. 
  

  Regards,

  ******

  Customer response

  12/23/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21018517
  
  I am rejecting this response because: they never sent me a formal bill and as you can see the charges went back as far as February and they never billed me until November 29th. Nothing in writing. No explanation at the time of the so-called occurrences. Terrible company terrible terrible terrible their slack business practices are disgraceful we have no manager, and it shows ***** *****.
  
  Regards,
  
  ***** *****

  Business response

  01/02/2024

  After reviewing the file, I am unable to take any further action. 
  
  The fees you request to be removed belong to the association and the board of the association denied the waiver. 
  
  There is no action within my authority to take. 
  
  Regards,
  ******

• Initial Complaint

  12/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In my pursuit of HOA approval for solar panel installation, I have submitted 3 revised proposals incorporating their feedback. Each revision addressed specific concerns raised by the HOA, which in turn led to changes in their approval requirements.

  Complaint Involves:
  Customer Services Issues
  
  Customer’s Statement of the Problem:
  
  I am writing to file a complaint against Capital Property Solutions regarding their denial of my request for roof replacement. I believe this denial is a violation of Senate Bill 61, which requires community associations to make reasonable efforts to accommodate solar installations. Background: I am a resident of Ballantrae and I own a property at **** ********** ****. I have been considering the installation of a solar energy system for my home. As part of the process, I contacted Capital Property Solutions, the community association's management company, to request approval for a new roof installation using black solar shingles. Denial of Roof Replacement: Capital Property Solutions denied my request based on the fact that the shingle is listed as "Charcoal". They claim that the black solar shingles I wish to install do not match the exact named color of "Charcoal" but instead are black and therefore violate the community association's architectural guidelines. Violation of Senate Bill 61: I believe that Capital Property Solutions' denial of my request constitutes a violation of Ohio Senate Bill 61. This bill requires community associations to make reasonable efforts to accommodate solar installations. In my opinion, denying my request based solely on the minor difference in shingle color is not a reasonable effort. Reasonable Efforts: I am willing to work with Capital Property Solutions to find a mutually agreeable solution. I have proposed several alternatives, including: Installing black solar shingles that are a closer match to the existing "Charcoal" color. Submitting a formal request to the community association for an exception to the architectural guidelines. Request for Intervention: I am requesting the Better Business Bureau's intervention in this matter. I believe that Capital Property Solutions should be required to reconsider my request and make a good faith effort to comply with Senate Bill 61.
  
  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  Approval of the last ARC request whith Charcoal Shingle and Black Solar Shingles.

  Business response

  12/15/2023

  Mr. ******,

  The ARC tells me that the reason for the application's denial is as follows: Since the guidelines do not allow Black as a roofing color, the solar shingle must come in a charcoal color tone that has grey tones within the equipment.

  I see that you submitted a new application. The ARC will review that application and let you know if it is approved, or a reason why it isn't.

  Thank you,
  ******

  Customer response

  12/18/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20968920
  
  I am rejecting this response because: 

  The reason provided for the previous rejections is deeply concerning. It is unacceptable that after three applications, each with seemingly fulfilled requirements, and the reason for denial continues to shift. This pattern of changing justifications suggests a discriminatory practice against solar installations within this HOA, which you confirmed is not explicitly prohibited by the guidelines.
  

  This ongoing cycle of rejections has left me in limbo for three months with no resolution in sight. This not only infringes upon my right to choose a sustainable energy solution for my home but also raises serious concerns about potential ************** of solar solutions.
  
  Regards,
  
  ******* ******

  Business response

  12/18/2023

  Since we received a court notice regarding this matter, we can no longer speak with Mr. ****** without the association attorney present. 

  Customer response

  12/19/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20968920
  
  I am rejecting this response because: I'm concerned that your reference to court documentation might be misconstruing the situation. At this point, only pre-file mediation has been initiated, which demonstrates my commitment to resolving this matter outside of court. I encourage you to approach this process with the same openness and willingness to find a solution.
  
  Regards,
  
  ******* ******

• Initial Complaint

  12/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a loyal and satisfied resident of UAHA since 2018 and have always maintained a timely payment history. I moved to Texas in 2021 and my house is now leased out. I called a few times after I moved to make sure that there are no issues after I move out and updated my contact details as well. I spoke to **** at the time. However, I was surprised to discover a late fee on my most recent statement. After investigating the matter, I realized that the statements were mistakenly sent to the wrong address, which I was not aware of, as I have not changed my contact information. It appears that this was an error on your end, and I only found out when I got contacted for collections. I was concerned that despite having all my contact information, including my email and phone number, there was no attempt to reach out to me directly to resolve this issue. I did not receive any phone calls regarding the late payment. As a result, I missed the payment deadlines and never received the statements. I called a couple of weeks back to resolve this and asked for my statements - all the way from 2018. I only received the statement for 2023. I have called many times over the last week and received no response or call back from CPS or UAHS To address this situation, I kindly request the following actions: 1. Waiver of the late fee and legal fee associated with my recent statement, given the circumstances were beyond my control. The fee removal request is attached 2. Immediate update of my contact information to ensure that all future communications and statements are sent to the correct address. Updated mailing address: ***** ******** *** *** ***** ******* ****** ** ***** *. Providing all my historical and future statements via email as an additional communication channel to ensure I receive them promptly and accurately. 4. Implementation of an autopay option to make it more convenient for both parties and avoid any potential future issues.

  Business response

  12/04/2023

  *******,

  I can assist you in the following ways.

  1. Your address is confirmed and accurate.
  2. For auto-pay, please sign up for that by going to the portal: **********************. I show that you have portal access setup.
  

  Since your account is in collections with the attorney, you will need to speak with them directly regarding removal of fees and account statements.

  Thank you,
  ******

• Initial Complaint

  11/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  CPS Inc took over as the Northlake Woods Residential Homeowners association management team, supposedly in early 2023, but we did not hear from them until October 2023. Our prior management company did not tell us they were leaving or provide us with any documentation showing all fees paid to them, and the website is not able to be accessed anymore to prove past payments. Our community has gone since early 2022 from hearing anything from our HOA, returning email requests, collecting money, or caring for the neighborhood. Now, in October 2023 we get a bill from CPS charging $400 as back payment from the previous company in 2022, in addition to a $500 charge for the 2023 year which was supposed to be mailed out in February. I have email exchanges with the old company stating I have seen the charges from 2022 then adding my debit card that day. I can't get in to verify that I payed it and they are saying that is not proof that I paid it. For the 2023 year, they have failed to produce a list of what they have done in our neighborhood that warrants charging each household $500 and they have failed to produce this. One of the HOA responsibilities is servicing the fountain in the pond, and they did not get this serviced and running until October 13th, 2023. Less than one month later the fountain was turned off again and then removed from the pond altogether. They have not done many things in the neighborhood promised to us and only mowed once all year! We truly feel we are being robbed by this company. We want the $400 from the previous company removed from our balance and we either want proof of what they spent money on in the neighborhood to warrant a $500/ household charge, or for that amount to be reduced. As mentioned they did absolutely next to nothing and were unreachable and not present in our community throughout the entire year. When I've tried to contact them they've done nothing to help the matter and have failed to give us a contact to the board.

  Business response

  12/08/2023

  I can help you with this. Can you please send me a bank statement from when the 2022 dues were cleared?

  Thank you,
  ******

  Business response

  12/08/2023

  I can help you with this. Can you please send me a bank statement from when the 2022 dues were cleared?

  Thank you,
  ******

  Customer response

  12/08/2023

  [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 accept the business's response to resolve this complaint.
  Regards,
  
  ****** ********

• Initial Complaint

  09/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Their maintenance team damaged my vehicle and are trying to take no culpability to the damages even though they left a note on the vehicle specifically stating there was damaged caused and the make of my SUV

  Business response

  09/07/2023

  *****,

  The notice you received was provided to all owners in the community so areas of the asphalt were clear for scheduled maintenance.
  

  Our team reviewed your request for payment to repair and concluded that the damage to your vehicle is unrelated to the delivery of notices.

  Thank you,
  ******

  Customer response

  09/07/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20561325
  
  I am rejecting this response because: 
  
  Your response is a blatant lie. I have 2 vehicles so I know for a fact that you did not tape a note to the windshield of my Chevy. You also clearly state the make of the vehicle you damaged. No one puts notes on cars they damaged with contact information that is “a distributed note to the community.” You are the contact mentioned in the note. It is a clear attempt to blame me for your vehicle damaging my vehicle (which was parked in a legal and authorized place) because of where it was parked.
  

  Beyond the damage you are at fault for, your team has done an abhorrent job of communicating going so far as to relay that they would contact me via phone just for them to only email the condo owner I rent from despite repeated and consistent communication redirecting them to me.

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

  Customer response

  09/11/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20561325
  
  I am rejecting this response because: I do in fact have evidence, it’s the note that was left on my vehicle specifying you as the point of contact. Attached is a picture I took of other vehicles parked along the curb and you’ll see there are no notes taped to their windshield. Screenshot the photo I took so you can see the date aligns with the incident. 
  

  You’ll also know it is best practice to leave a note with contact information and any additional details when you hit a car so it’s not hit and run. That’s exactly what we’re looking at here. If you don’t see that perhaps a judge will.
   
  Regards,
  
  ***** *******

  Business response

  09/15/2023

  I know you are angry about this, and I don't blame you. I've had damage done to my car in the past and there wasn't even a not left.

  However, through the investigation process, the note left on your vehicle was not placed their by a CPS employee.

  We speculate that it was place their by the asphalt contractor, but I don't have evidence of them or any other person putting it on their.

  We don't have security cameras that could show us the incident, so I can only recommend that you contact your insurance company regarding the incident.

  Kindest regards,
  ******

• Initial Complaint

  02/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  All this company cares about is making money off their residents. I hate that my condos even go through this company. They find ways to charge fees for any and everything. Then they never answer the phone and after apply three charges to your account they add a “lawyer fee” of $160. I had a water issue and my bill was doubled but they never told me / sent me a statement for the January. So I called and emailed them in December, and didn’t receive an email back until January 4, which payments are due the 1st of every month. On the statement it says the payment is due January 31. It didn’t say nothing about late fees. I paid the payment by January 31 and still received a late fee. In order to get a late fee removed you have to fill out a form and they supposedly take it to the board but you never hear anything back, and this issue was definitely not my fault by time I received the statement it was already late.

  Business response

  02/15/2023

  Please let me know the resolution you seek and I will assist. Thank you. 

  Customer response

  02/16/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19407763
  
  I am rejecting this response because: the late fee is not removed. I would like the fee removed. 

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

  Business response

  02/22/2023

  Unfortunately, we don't have that authority. However, your request will be presented to the board at their next board meeting.

  Customer response

  02/23/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19407763
  
  I am rejecting this response because: that’s not a good enough answer you can’t charge someone something you never notified them about. You said to make the payment by 1/31/2023 and that’s what I did. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  01/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our basement has severe water leakage which is HOA's responsiblity to fix it. However, I dont get any feedback after I informed them via Email. They have been always ignoring my Emails without any response. As an tenant who pays the HOA fees on time, We should not be treated as such. CPS is doing nothing but collecting money. This is extremely awful company which should go out of business as soon as possible!

  Business response

  01/27/2023

  This complaint was filed less than 24 hours after this resident submitted an email to our office at 7:00 PM. 

  I reviewed the account and lots of communication and steps have taken place. There was confirmation of receipt of the email sent to the owner and a contractor was contacted on 01/06/2023 at 12:40:47 PM.

  The project has been reviewed, quoted, the quote approved, and the project is scheduled to be done.

  Following my review, I believe service was performed to a very high standard.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is responsible for the property management of the Manor at Craughwell Village condos. I filed a complaint with Capital Property Solutions regarding a ceiling leak inside my unit-March 2022. They have acknowledged that the leak is their responsibility but have yet to make any repairs, or look at my damage. They have said that nothing can be done until the get chimneys repaired on our buildings-Our leak continues to grow and we are now concerned about mold. Units have been experiencing flooding and stress from water being shut on and off frequently. Our water heater failed, resulting in flooding our downstairs neighbors unit. The plumbers noted that the stress from water shut offs without notice led to this problem for us as well. On Christmas Eve- our water was shut off to our entire building around 4pm with no notice. Our water has not been back on since then. It has been 70+ hours with no running water in our entire building-CPS has not responded to any emails (property manager, and the two principals of the company). They also turned off the emergency line for maintenance so we can no longer call. Neighbors have called the fire department multiple times because CPS was ignoring the situation due to the holiday. We have received no real updates. We received an email today saying our water would be restored by 12:30 pm. It is now 3pm and we have no water, and no update from capital property management. They have also ignored our questions about accommodations when we are all going on day 3 with no running water in our homes and paying for hotels. As an owner, I am appalled and want to sell my unit and get out of this mess immediately. However, as long as they refuse to fix what is their responsibility to fix, I cannot sell my home. I’m pleading for help. We have many neighbors feeling the same way as us and want to work with us to make a change with Our property management. Please contact me as soon as possible. Thank you!

  Business response

  12/29/2022

  We are sympathetic to the owners and tenants in this building that had water shut off to mitigate water damage from broken water lines caused by the negative temperatures.

  We are acting as quickly as possible to remedy this issue. This is not a building issue, it is a citywide issue. All the plumbing companies are working as fast as they can to restore the several thousand reported issues that occurred during the holiday weekend.

  Customer response

  01/09/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  
  You asked what should have been done differently. 1) the water should have never been shut off to building 4 on 12/24/2022- it was literally below 0 and we were all told to drip our water so pipes didn’t freeze (before whatever leak happened). We came home from dinner on Christmas Eve and a CPS tech was taking off our neighbors door. He said “oh by the way your water is off”.. they couldn’t find where the leak was coming from so the solution was to turn the entire buildings water off-and then go looking for the source? (Three neighbors gf doors taken off without notice). The water  never turned it back on… pipes froze and everything flooded. It’s not rocket science. Oh yeah, there was also NO COMMUNICATION about shutting water off. We reached out to our property manager and the emergency line multiple times- the line was turned off. No communication was even made from our property manager until 12/27, when we were already in an emergency situation with no running water for 3 days. All in all, we stayed at a hotel for 4-5 days before being able to return home to running water. lack of communication in this situation is ridiculous. Also, why wasn’t a notice sent out to owners about insurance covering our displacement? These are all things that could have and should have been done differently. 
  

  That’s all just the experience with our non running water. I have a whole other experience to report about negligence of repairing our damaged roof. I would also like a resolution to that. I have inquired many times and have many emails, pictures, etc regarding the lack of response from CPS to our damaged and  leaking chimneys. 
  Regards,
  
  ******* *******

  Business response

  01/11/2023

  Thank you for clarifying. 
  

  Though you may feel that permitting a water supply line break running and continue flooding a unit is acceptable, we respectfully disagree. After further review, we believe we took the appropriate action in this situation. 

• Initial Complaint

  12/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  During the local shutdown due to Covid in 2020, Capital property management requested me to fix a broken light on our porch. I took care of this issue in a timely manner due to being afraid of going out due to Covid. We were then charged a fine for not fixing within their time frame. A few months later, we were requested to paint our garage door in the winter.. I told the property manager, ***** ********, that this was not possible due to the weather and my work schedule. She said, no problem, just take care of in the spring and send me photos. We were then charged ANOTHER fine for the garage door even though the property manager, ***** ********, said this was not an issue. Spring time comes and we are continually being charged an extra $25 a month for having a "late fee" for these fines. I paint the garage, emailed a photo to ***** ******** and discuss these charges and she states, that she will present to the board and remove the fees... This was never done and we've been getting 25 late fees every month. Next, we get a fee from this company for not painting our deck, very interesting since we have no deck on the condo so it seems this company is adding false charges to residents accounts to try and accumulate more revenue. Very shady practices. This charge surprisingly was removed after I let them know I had no deck attached. Now this company is having a lawyer send me past due notices on late fees that we do not owe. I want these fraudulent fees removed from my account. With their increase of 20% in condo fees, starting in 2023 they are taking advantage of the "inflation" by squeezing all they can from residents. I have attached photos of the issues resolved at our condo.

  Business response

  12/29/2022

  In viewing our records, I don't not see any clerical issues with your account. There are no actions on your account that are in contradiction to the governing documents.

  Customer response

  12/30/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18643013
  
  I am rejecting this response because: 

  What a typical response. Nothing was addressed.  Have you contacted your employee, ***** ********, and discuss why she did not follow through with what she told us? These fines were to be removed by the board from an email from her, why was this not done?   You failed to address why we were fined for not painting a deck that we do not own.  You failed to address why we were fined in the fall/winter for having to paint something outside when the instructions on the paint can directly state to paint above a certain temperature.  

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

  Customer response

  03/10/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18643013
  
  I am rejecting this response because: 
  

  I have yet to hear from the property manager in regards to this meeting.   The lack of correspondence is why this case has spiraled.

   

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

  Business response

  03/22/2023

  I've been informed that your account is with the association attorney and you need to contact them regarding this matter. I am no longer able to assist you, but the attorney can.

*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. ↩