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:02/20/2025

  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.

  **** Realty is the property manager company of the condo building I have a residence. Not only are they negligent & incompetent to carry out the basic functions of a company, let alone management, but they have allowed destruction of my personal property without any consent. Beyond invading residence's privacy by allowing whomever they want into your home, there is no communication about what is going on in your home. In December 2023, our property manager, **** ****** was trying to ascertain the origin of a plumbing leak. Jenn allowed a reputably sub-par plumbing company enter my home, without my knowledge-not even a phone call that there was a leak. She then watched idly as said ******* cut a rather large hole into my newly renovated bathroom's bathtub. At no point did anyone think to A. Turn the water off to the building-of which as recently as 2/18/25 was done to find the origin of a leak. B. Turn the water off to the unit C. extend/create an access panel, or D. The unit below has an "access" panel which was accessible at the time. The leak was never proven to be mine/my responsibility, only verbally told it was my issue. When Jenn called the *******s, she authorized them to "fix" the leak. If any of the previously mentioned suggestions were applied, I wouldn't have to pay for bad plumbing work from the get. Various *******s were dumbfounded by these actions. It's the incompetency and negligence by **** and Jenn, as I don't believe she or her employer is suited, qualified, or capable of making educated decisions regarding building maintenance and/or to make any decisions regarding MY dwelling. Due to her and this company's incompetency, I had to repair what the first ******* did and had to completely re-do my bathroom at a cost upward of $15,000. My complaint towards this company comes from years of disappointment, poor management, no communication & bad financials. They have cost me $15K because they don't know how to manage properties, which is their mission.

  Business Response

  Date: 02/25/2025

  A very reputable plumber was assigned by **** to this leak that was discovered to be leaking from behind the tub into the unit below.

  The manager was given permission to have the plumber into the unit, as there would be no other way for the plumber to gain access, as we do not have keys for individual units.

  It was apparent that the bathroom had remodeling completed, without the required alteration request form completed and sent to the board for approval. The requested alteration form requires the information of the contractor as well as proof of insurance.  None of this was provided.  The board did not receive any of the requested documents.

  The plumber did assess that the leak was coming from her unit and completed the necessary repair.

  There have been no further reports of leaking in the unit below.

  The Board was aware of all the decisions made on behalf of the community.

   

   

• Initial Complaint

  Date:05/27/2024

  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 live in a townhouse community. We have an HOA but several months ago the Board contracted with a property management company. They are ACRI Realty. In my community the HOA is responsible for the roof and the gutters. That is one of the benefits to the homeowners included in the HOA fees that we pay monthly. I have contacted them many times in the past few months with phone calls and emails complaining that my front gutter leaks a lot especially during the heavy rains we have been experiencing for the past couple years. My phone calls are not returned nor are my emails responded to. I was able to speak to our rep, Jennifer G****** once on the phone but nothing was done after our conversation. With the torrential rains we have been having the water runs down the face of my brick. At one point I had water inside my house at the entry way. The leak is right above my front door. I have asked repeatedly for them to contact a gutter company to have them come out to fix the problem but no one was contacted. I have video and photos so that I can show the gutter company what is happening but no one has called them.

  Business Response

  Date: 05/30/2024

  *****, you were informed a few days ago that a company had been scheduled to repair a few gutters in your community that were experiencing the same issues,

  The scheduled date is June 5, and you informed the property manager you would not be there that day but would have someone at your address in your absence.

  This should solve your issue

   

  Customer Answer

  Date: 05/30/2024

  [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:03/30/2024

  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.

  This complaint is against the HOA of our neighborhood. We pay monthly HOA fees and they refuse to acknowledge the issues in the neighborhood. Several families are in direct violation of the HOA rules. We have emailed several times and sent photos of the piles of garbage in the yards of our neighbors. The HOA claimed they would address and handle the violations, even acquired the house numbers of those in question, and have failed to do anything about it. My initial complaint was in 2022. The issue is still unresolved. They have ignored countless emails from my husband. If they’re going to continue to collect our money they need to uphold their end and get things done before we dissolve them and take over ourselves. Several other families in the neighborhood have emailed the HOA regarding the same issue with not resolution -unkempt yards and trash. This is NOT trash from building sites as they said in a reply to my neighbor who posted a complaint. This is trash from families in their back yards. Pictures will be included.

  Business Response

  Date: 04/01/2024

  Thank you for attaching photos to your complaint.

  The HOA will issue a violation letter to the offenders; however, we need their specific addresses.

  We will offer a certain period of time for the owners to come into compliance, according to your documents and board decision.

  The homes are not identifiable by the back yard.  Also keep in mind, most unkempt violations are those that can be seen from the front street, not

  in their back yard.  If you send the addresses to your property manager, a violation letter will be sent.

  Thank you.

• Initial Complaint

  Date:03/28/2024

  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.

  this is involving ACRI Reality sending out collection letters/bills for $15 a month when multiple emails have been sent to this business regarding multiple residents breaking the rules and not following the guidelines. Almost every resident in this plan has garbage and scraps located in their back yard. We have sent multiple letters and emails to this HOA and they do not respond or blow you off. Nothing has been done about all the scraps and garbage flying throughout the neighborhood but they continue to send us bills monthly.

  Business Response

  Date: 03/28/2024

  *****

  In response to your complaint of receiving a 15.00 statement monthly, please understand they are your monthly HOA dues, to which you agreed upon when purchasing your home in a HOA community.  You have yet to pay your monthly fee since moving into the community in September of 2022.  

  Unfortunately, since you have not responded to multiple letters and emails of the past due amount, you have been turned over to a collection attorney.  You amount due is now over 600.00, including attorney fees and fines.

  As far as scrap and debris in the community, it may still be part of the development, as the community is not yet completed. Please send a photo of the debris, along with an address or identifiable area so we can contact the developer, if necessary.

  All homeowner violations, if identifiable by address, are given a violation letter and a proper amount of time to rectify the violation.

  All alteration requests are sent to the board for approval, of which we have many on file.

  If you are reporting a violation, you must put in writing, via email, the specific nature of the violation, a photo of the violation, as well as a photo of the specific address you are reporting.  Violations cannot be submitted over the phone.  The violation will then be reported to the board for their input on next steps.

  Thank you

  Customer Answer

  Date: 03/28/2024

  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, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:12/18/2023

  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.

  I have just received a letter in the mail from the HOA stating that I owe $6,000 for a new roof. I pay $250.00 monthly which covers roof repairs. I have received no prior notifications that this money was owed until today 12/19/23. The letter I received states the money is owed by 01/01/23. I do not owe then any money as I pay my monthly fee of $250.00.

  Business Response

  Date: 12/19/2023

  This is a response to the claim that the home owner was not notified of the special assessment for roof replacement.

  Attached is a document that was sent in September to all homeowners informing them of the Board decision to assess for roof replacement, as that item is not covered under the HOA responsibility.  Roof replacement is homeowner responsibility.

  The letter also states that the homeowner can make payments on the assessment beginning January 2024 through June 2024, the entire amount does not have to be paid all at one time.

  Acri has used the same mailing address for both notifications, and the original was not returned to the office, ample time was given as notification of the assessment.

  The homeowner is responsible for payment of the roof assessment.

  Thank you

   

  Customer Answer

  Date: 12/19/2023

  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, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:07/15/2023

  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.

  Acri Commercial Realty’s website advertises that our HomeOwner’s Association aka Fox Hall HOA is managed by them. Their service contract was terminated on January 31, 2023. While Acri Commercial Realty continues to manage the Chelsea Gardens the remaining 6 villages are now managed by another organization. The 6 Fox Hall village “tiles” and the Fox Hall Condominium Assn tile should be removed from the website.

  Business Response

  Date: 07/17/2023

  We will update the website

  Customer Answer

  Date: 07/17/2023

  While the ACR website is finally correct I deserve (and requested) an apology for the potentially misleading information.
  **** ***** ******