Complaints

This profile includes complaints for Empress Management LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Empress Management LLC

  PO Box 8939 Myrtle Beach, SC 29578-8939

• 

  Empress Management LLC

  4615 Oleander Dr Myrtle Beach, SC 29577

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:10/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Empress Management is the Property Manager for my development/***, ***************. Empress is installing a new gate security system as of 10/23/2024 and they are refusing to provide me, as a deeded owner of almost 8 years, with access. The property, **************************************************************************** is co-owned by my wife and I (**** and **** *******) and **** and *** ***** with 50% ownership for each. The deed is filed with Horry County. We have requested an owners package for each owner family, one for ******* and one for Leone. They are only allowing 1 package. They are also only allowing 1 phone number to use to allow physical access to the property. We need 2 numbers to use this workaround. I have made written and in person requests and they are still denying this. I met with them yesterday, 10/14/24.

• Initial Complaint

  Date:08/24/2023

  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.

  We live in the Silver ********************** They fine you for things that are not accurate. Form complaints based off of hear say. The pool/BBQ area is quite like a run down campground. The sidewalks are uneven and not well kept. Most houses DO NOT follow any of the *** rules which are seemingly only enforced for some occupants and others and ignored. The street signs and stop, no parking, dead end ********* are all dirty. The breakdown of fees that show what we pay for are often repeated in different ways to accumulate a higher number. There are houses with over grown bushes and trees and grass. Houses with cars parked on the lawn. THIS *** IS A JOKE. If they want to collect money for various different reasons they must actually do something about what they are enforcing.

  Business Response

  Date: 08/25/2023

  ************************ had received a courtesy warning letter concerning his barking dogs soon after moving into the neighborhood after the *** received more than one complaint concerning his dogs. Several months later all members of the association received multiple emails asking them to be sure there was a clearly marked address on each side of their mailboxes. The *** also requires that the mailboxes are all forest green boxes and white posts.  Upon inspection it was found that his mailbox did not meet the requirements based on the Rules and Regulations and the ***** of ********* asked us to put a fine on the account.  In a 24 hour period  after sending out the fine notifications we received 6 emails from ************************ and his partner .  Within the same amount of time we received notice of this complaint.  We did not even have time to ask the ***** if they would remove the fine before he made the complaint. 

  From what I am reading, he isn't even referencing this issue, but he wants an adjustment to his account.  The budget explains where his dues go. We do not double bill.   If he would like further explanation he is welcome to call our office and we will be happy to help.  

   

• Initial Complaint

  Date:11/23/2022

  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.

  Our complaint is concerning unethical billing. We had routine maintenance done to our AC unit in our condo - inspect and flush the system and we paid the invoice. A week later Empress "inspected" our condo and had their own contractor do the exact same maintenance and then sent us the bill. When we asked why they did not respond and are now sending us late statements with no response. We have asked for calls and meetings to discuss and get no reply except to say if we don't pay we will continue to incur late fees. They will not address the duplicate work or necessity for the work they contracted for.

  Business Response

  Date: 01/22/2023

  Business Response /* (1000, 14, 2022/12/14) */ The complaint is not accurate. The complaint was advised several times that if the leak coming from their unit saturating the ceiling in the unit below, the Association would make the necessary repairs on their behalf. The complainant is aware of when the work was completed and was informed at the time it took place.

• Initial Complaint

  Date:10/18/2022

  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.

  My wife and I own a condo in North Myrtle Beach that uses Empress Management. We had two (2) separate kitchen sink plumbing incidents which occurred on May 30, 2022 and July 4, 2022. During these incidents, the kitchen plumbing stack in the garage became blocked and water began to back up into our kitchen sink. This backed up to our sink because our 5th floor unit is the lowest point of relief for the water that is backing up. Fortunately these were holiday weekends and we were there to begin bailing water and contacting emergency plumbing services. Both were reported to Empress Management and, following the second incident, we informed them of the plumber's recommendation to have our building's kitchen stacks "jet cleaned". Empress Management failed to take the proper actions to prevent this from happening again and, sadly, an identical incident occurred on Friday, October 7, 2022 while our unit was unoccupied. This incident resulted in significant damage to our kitchen, as well as water damage throughout our unit. Cabinets, flooring, base boards, etc. will need to be replaced because there is 1/2 inch of dirty water sitting in the front half of our unit. This water is not "clean" tap water...it is comprised of dishwasher drainage, particles from garbage disposals, and other contaminants...it stinks. Our kitchen sink, which is mounted under the counter, fell though into the cabinet below. Empress Management has clearly demonstrated willful and gross negligence by failing to resolve the root cause of this issue, despite professional plumber recommendations and two separate reported/documented incidents at our unit. Thus far they've not even offered an apology or any admission of fault. You can also imagine the stress and aggravation we are managing. We were also informed that a $5k deductible applied to the insurance, and request them to cover this.

  Business Response

  Date: 12/11/2022

  Business Response /* (1000, 15, 2022/11/08) */ "As the association management company, Empress works with leaks and claims very often and follows specific protocol such as: the actions provided by the Board of Directors of the Association; the governing documents for the Association; works with insurance agents and attorneys for the Association. Each owner is responsible per the Horizontal Property Act and South Carolina laws pertaining along with the legal documents associated with the unit. We will not be compensating this individual." Consumer Response /* (3000, 17, 2022/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from Empress Management was clearly written by an attorney and fails to mention any ownership in the damage to my property, despite significant documentation that clearly establishes that they were informed of this problem and recommended solutions on two previous occasions. Their short response quoting their protocol (which has clearly failed in this circumstance) and state legislation is an attempt to avoid any responsibility, and speaks volumes about the character and credibility of this business.

• Initial Complaint

  Date:06/27/2022

  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.

  Please see the attached complaint.

  Business Response

  Date: 06/28/2022

  The paving project has been approved by the Board unfortunately the contractor has run into materials and labor shortages. This area will be paved as soon as the contractors schedule allows.
  
  Regarding payments please reach out to our accounting staff at ************ for help reconciling your charges. We have attempted to reach you several times via phone the last week. Please update your contact information with our office so we can assist you.
  
  Thank you,
  Empress Management

  Customer Answer

  Date: 07/29/2022

  Please see the attached rebuttal from the complainant.
  See Attachment/File: ******* vs Empress ManagementRebuttal.pdf

  Business Response

  Date: 08/10/2022

  We have reviewed the account and had our accounting department reach out to you directly. I have also reached out to directly to you as well to discuss. Your account has a zero balance as of 8/10/2022. Please let us know if we can be of any additional assistance.