Complaints

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

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  Metropolitan Property Management, Inc.

  4521 Trousdale Drive HQ Location Nashville, TN 37204

• 

  Metropolitan Property Management, Inc.

  1900 Wedgewood Ave, Nashville, TN 37212

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:12/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There is a possible improper use of *** funds, paying for board members limited common elements per the Master Deed. I have made attempts to see the account of the Association per our governing documents (By-Laws). These governing documents are to be used as the rules and regulations of our community. I am being denied, as a homeowner, what is guaranteed by these documents. If the *** cannot afford $14,000 or $15,000 in repairs, what is going on with our money? As a homeowner, I am entitled to know if the board has breached its fiduciary responsibility to me and other homeowners. Without seeing these documents, I have no way of knowing the financial soundness of our ***. I need to see invoices and checks in payment of repairs to our community, but specifically to board members units.

  Business Response

  Date: 12/04/2024

  We at Metropolitan act as a third - party managing agent, hired by the board of directors for the *** to manage the association.  In accordance with the governing documents of your **************** the board of directors is elected to make decisions for the association and our scope is simply to execute their directives.  We publish all required financial reports in compliance with State law monthly on the homeowner portal.  If you need assistance accessing the homeowner portal, please contact your property manager or our office.  

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22617910
  
  I am rejecting this response because:
  I have suspicions our money is being mismanaged by paying for repairs to limited common areas. This is in our Master Deed and property management should be able to comply with our governing documents even if the board does not. 
  
  Sincerely,
  
  ******* ********

   

  Business Response

  Date: 12/06/2024

  We reject your rejection. All financials are available to each owner on their portal with full transparency. We will not be responding further. 

• Initial Complaint

  Date:10/26/2024

  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.

  On June 14th, Frontier came to my house to fix a "tripping issue" that our HOA management company, Metropolitan Properties, *** ****** initiated. I was at work and called the number on the van that was on my camera and asked them not to work on my townhome, I was the property owner and I did not authorize any work to be performed. They went ahead and raised each section of my sidewalk. If the work was correct, I would let it go, however I now have a real tripping hazard because nothing is level and a drainage issue. They did poor work without my approval. They will not fix the work without the management companies' approval and *** at the management company will not authorize it or even come out and look at it. My boyfriend did trip on my stairs and I have sent pictures of the work done and issues. I am looking to get my sidewalk redone but neither will help me. Our bylaws in our HOA do say that they are responsible for maintaining sidewalks, however in 11 years they have not pressure washed or sealed anything, only changed my whole sidewalk. Just looking to get the right thing done.

  Business Response

  Date: 10/29/2024

  Hi *****, 

  I'm so sorry that you are upset that the *** chose to level the concrete in front of your home without notifying you. The *** is our customer and we are already meeting with them tomorrow. Please rest assured that we will work toward a resolution with them. Please contact *** ****** with any of your questions. 

  Thanks, 

  Frontier Foundation & Crawl Space Repair

  Business Response

  Date: 10/31/2024

  Ms ******,

  As you live in a homeowners' association, the governing documents lay out the responsbilities for the assocaition and owners.  The sidewalks are considered common property and the responsibility of the association to repair and maintain.  I am aware you have been working with your property manager, *** ******, on a correction to this issue, however, as the elected board of directors for your assocaition ultimately makes the decisions for the community, finding a solution that is in agreement with all parties sometimes takes some time.  We will continue working with you, the board, the vendor to find an appropriate solution to this problem.  Thank you!

• Initial Complaint

  Date:10/11/2024

  Type:Product 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.

  Over charging without any explanation and never contacted the homeowner. I have contacted the the ***************** regarding the *** fees. They stated that the *** or the property management bookkeeper is responsible for adding the "Adjustments" to my account, not their office. However, it's still unclear about what these "ADJUSTMENTS" entail and why nobody seems to have a clear answer regarding their specifics.

  Business Response

  Date: 10/14/2024

  Good morning,

  Our Property Management and Billing team will reach out to this owner and communicate regular payments and charges posted on their *** ******.

  Sincerely, 

• Initial Complaint

  Date:09/04/2024

  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.

  Around June 20th, 2024 - I submitted a request through our homeowner portal because, behind our house, there are exposed electric and/or water wires (in the ground) - it is an in-ground compartment that should have a cover. In June, my dog was walking outside and stepped in the hole, and cut his leg open. I submitted the request asking for this to be covered. Someone from Metro Properties, *********************, said she informed the landscape supervisor to replace it. On July 2nd, it still had not been fixed - so I sent another request. ****, again, responded and said that "the landscape supervisor was going to put a cover on the missing one". While I understand they were going to do that, they did not. To date, Wednesday, September 4th, 2024, it still has not been fixed - and this morning, my dog did the same thing, and cut his foot open. Metro Properties doesn't allow you to access tickets older than 30 days in your homeowner portal, so I cannot see the tickets I submitted - only ****'s responses in my email. I did submit photos with my tickets as supporting documentation that the electric and/or water wires were exposed.The ticket number is: **************** or water - [#XN3038738]This continued incompetence and lack of attention to safety hazards is unacceptable. This organization, Metro Properties, is all around a bad business. We pay dues each month, for services rendered at subpar quality - i.e. landscaping. Landscaping is not the topic here, generally speaking, but just an example of continued incompetence.

  Business Response

  Date: 09/04/2024

  **************,

   

  Thank you so much for bringing this to my attention.  Unfortunately, as managing agent for the association, Metropolitan does not have the authority to spend your associations funds without authorization from the board of directors.  This particular issue pre-dates our time in the community, however, we have brought this to the board of directors as a needed repair for safety reasons and provided them an estimate for repair from the landscape contractor.  The board is meeting tomorrow evening to review this issue and hopefully, gives us the appropraite authorization to proceed with the repair.  I will ensure that the property manager follows up with you to schedule the repair promptly.  

   

  Thank you!

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  A $59 tenant no show charge for scheduled maintenance was placed on my billing portal on 11/17/2023. No scheduled maintenance had taken place on that day or around the time of the charge. I emailed MPM on 12/11/2023 regarding this error when I saw the charge in my monthly lease statement. Subsequent follow *** were made 12/12/2024, 12/19/23, and 1/2/2024, with MPM stating that they were awaiting a vendor invoice and later that they were waiting on a response from their maintenance regarding repairs that took place in November 2023 (that MPM maintenance was a no show on). I personally followed up with a staff member from maintenance (****) who confirmed that we had NOT been a no-show for any maintenance related to our apartment. At no point in time did MPM communicate the reason for this no show charge. After moving out and returning our keys to the apartment, I was told on 1/18/2024 that our deposit would be returned. After repeated attempts to contact MPM, we finally received our refund in July 2024, a full 7mo after it was said to be processed. This check was sent with the aforementioned $59 charge taken out of it. I emailed MPM immediately upon receipt of this check and I was informed that this bogus charge that I had emailed constantly about for MONTHS was placed on our account because of another error made by MPM in JULY 2023. An ********** was sent out to our unit on a Saturday morning (outside of standard ********** and maintenance operating hours) with zero notice given. We had not scheduled maintenance on this day and was completely out of left field as we submitted a maintenance request regarding a PLUMBING leak in MARCH 2023, 4 months earlier. MPM is no longer responding to emails. To summarize, we were falsely charged a no show fee for unscheduled maintenance outside of reasonable hours FOUR months after the fact with no explanation on the matter until July ************************************************************************ November 2023.

  Business Response

  Date: 09/05/2024

  Former tenant was a no show to a scheduled appointment. Vendor (********) charged us the fee and it was deducted from tenant's security deposit. Period, done here. 

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22235198
  
  I am rejecting this response because:

  This maintenance was NOT scheduled as I have communicated repeatedly. You cannot charge a no show on SCHEDULED maintenance fee when the maintenance had not been scheduled with the tenant. Do you have any written record that this was scheduled with us? On a Saturday morning? Outside of normal business hours?
  

  Sincerely,
  
  *************

  Business Response

  Date: 09/05/2024

  MP is rejecting this rejection. There will be no more responses on this matter. It's closed. 

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22235198
  
  I am rejecting this response because:
  

  The matter is not closed simply because you have no actual justification for this false charge. Instead of holding MP holding itself responsible for their own mistakes, aka eating a vendor charge when they failed to schedule maintenance with the tenant (at all) in a timely matter during reasonable hours, you are passing the financial burden along to the tenant. 

  You have not provided a single date, time, receipt to demonstrate the validity of this charge.

  Not only has MP shown incompetence responding to emails, maintenance requests in a timely fashion (or even sending the correct professional, i.e AC tech when the issue was with plumbing), refunding security deposits (took 7mo), maintaining a clean environment (there was garbage, mold infested furniture and dog waste outside around the property for months), etc. but you have also been highly unprofessional as a MANAGEMENT company. 
  
  *************

• Initial Complaint

  Date:08/20/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One of my mother's HOA's changed management companies and her ACH to pay her monthly dues needed to be re-established with the new company. On May 1st we filled out the new authorization form and sent it in. On 05/06 they emailed my mother's email to say we filled out the wrong form (that they sent to us) and to process her payment via ACH would now cost $3 to process it. We did not know about the email until 05/14 - my mother is legally blind and computer illiterate so she did not check her emails. On 05/14 I emailed Metropolitan back and told them we would not be paying the $3 fee and would arrange another form of payment. No new authorization form was filled out and we set up bill-pay through her bank.At the beginning of August I audited my mother's bank account and found where Metro charged her account $253 on 6/4, 7/5 & 8/5. On 08/12 I requested and received access for the first time ever to the company portal and found where her account was pre-setup with auto pay to her bank account. I stopped it as soon as I saw it. At no time did we setup my mother's banking information on this or any other portal. The company tells me that the owner set up the account on 5/9/2024 at 3:07 PM. My mother has no ability to do that and again I never did.We have asked to be made whole and have the full $759 returned to her. They keep saying that we set up the account for autopay and the additional $9 is a fee to the processing company (that someone with Metro agreed to pay, not my mother or myself). How could we have done that when we didn't have access to the portal until well after they say they autopay was setup.We maintain someone with this company setup her account for autopay without proper authorization and they are refusing to admit their error or to make my mother whole.

  Business Response

  Date: 08/21/2024

  Good morning,

  After researching the documented history of the dispute described in the complaint, we found the property owner did in fact set up a new ACH payment arrangement on 5/6 via the online portal.  Our software allows us to see actions taken on the portal and who initiated those actions.  Contrary to the claim on the complaint, the property owner did set up ACH to pay for their *************** which included a processing fee that is clearly noted in the set-up process. 
  
  Our customer service team will continue to communicate with both the owner and their representative to find a final solution to the problem which can include a refund of any overpayment or credit amounts on the owner's account.

  Sincerely, 

  Metropolitan Properties

  Customer Answer

  Date: 08/21/2024

  
  Complaint: 22171985
  
  I am rejecting this response because:  We never had access to the portal until August 12th.  They need to provide IP addresses and event logs to prove this because at NO TIME did we setup this account with them for autopay.  Absolutely not!!  First they said the homeowner set it up on 5/9 now they say it was 5/6 - which is it?  They have no clue what they are doing.  At this point I do not trust them I suggest they would possibly doctor their evidence since the basic fact of we had no access to this portal during this time.  When did they first send setup information to *****?  I find nothing on her email server about that until August 12th.  How would we have logged in without this information? 
  

  On May 14th after not hearing back from them about the form we did send in on May 1st - that did not have a $3 processing fee authorization - I emailed them to see where we were on that.  They sent me a response saying that they emailed ***** on 05/06.  She does not access computers so I found the email on her server and told them then we would make other arrangements because we would not pay a processing fee.  On 05/06 and 05/09 as far as we knew and were concerned, Metro was processing the form we sent in on 05/01.  On 05/14 we were made aware of the fee and we would not be doing autopay.  So now they are saying between 05/01 and 05/14, I was able to guess at the login information on either 05/06 or 05/09, set up auto pay and then turned around and began asking them about the autopay form we sent in on 05/01 and then also set up billpay through my mother's bank account.  That is absolutely insane and NEVER happened.
  

  Again, how could we have set up her account for autopay on either 5/6 or 5/9 when we had no clue what the portal address was and until 08/12 we had no login access.

  Someone with Metropolitan entered her information off of the wrong form or imported the information from the previous management company - that she did have autopay with but without a fee.   She has many condos and they all have their own portals...at no time have we ever entered her banking information into these portals for ANY of the HOA's she pays because they charge fees via this method.

  Their response is unacceptable.
  

   

   

   

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/03/2024

  Hello,

  We refunded this owner the $759 that was overpaid. We even credited back a $9 charge for use of our payment system as a good faith gesture.  At this point, we are communicating with this person via our software portal only. 

  Sincerely,

  Metropolitan Properties Staff

  Customer Answer

  Date: 09/04/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/02/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid my monthly HOA fee for July 2024 on 6/28/24 with a bank issued check of which I have a copy with the date. Metropolitan Properties did not cash the check until 7/19/24 and proceeded to charge me a $15 late fee and sent me to collections on 7/20/24. I am very responsible, pay my bills on time, and have excellent credit (or used to until Metropolitan Properties took over my neighborhood HOA). I have worked very hard to build my credit. When I tried to call Metropolitan during business hours and discuss it with them, I was on hold for 10 minutes and was then sent to voicemail.

  Business Response

  Date: 08/05/2024

  The lockbox processing company is located in ** which had bad storms in June 2024. Much of the State was without power which lead to delays in their business. So, late fee has been waived in this instance and owner is not in collections, nor do we report to any credit union. Owner could have easily handled this matter without involving the BBB. 

  Customer Answer

  Date: 08/08/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/01/2024

  Type:Sales and Advertising 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 property picks and chooses who they want to fine. Only people of color are getting fined it seems like. I am an over the road truck driver and I had my neighbor take my trash bin from the street and place it in the corner by my front door. Of course because Im out working. The property only gives (seem like this rule does not apply to everyone) 24 hours to remove trash bins from the street/ out of site. I received a fine today, but Im wondering do others receive the same fine? I know of three other residents that leave theirs in front of their garage, but they never received a fine. I know because I asked. Im being discriminated against! Attached are a couple bins I saw left out and they never received a fine.

  Business Response

  Date: 03/04/2024

  ****************,

  In looking at your account, I'm showing that you received multiple courtesy notices back in December for the trash cans to allow an opportunity to correct this before a fine was placed with an additional violation in March.  While I am not able to discuss violations that other owners have received, I can say that the we issued over 30 violations to this property on behalf of the board of directors in February.  I can assure that these is no "selective enforcement" in the community.  We act at the board of directors direction and use the governing documents as our guide, documents that you agreed to upon the purchase of your home in a neighborhood with a Declaration,  Covenants and Restrictions.  Further, as your account is in a collections status, we cannot further legally engage on discussions regarding your balance and further communications will need to be directed to the collections attorney for settlement.

  Thank you,

• Initial Complaint

  Date:02/12/2024

  Type:Sales and Advertising 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.

  Im starting to think Im a target in this neighborhood! Whether its me needing to move my car or move the trash bin from the front of the unit, I would get an email to act immediately. Apparently there was a balance on the account that I was made aware of MONTHS after late fees accrued. My account has ALWAYS been on autopay so not sure why I would have a balance. Why was I not notified when the first payment was missed (if I missed it). I did receive an email (6/2023) letting me know I had a balance and late fees AFTER the late fees added up to over 650. I explained that I have on autopay and shouldnt have a balance especially with late fees because I PAY ALL MY BILLS ON **** THANKS TO AUTO PAY! The lady assured me that they would take care of the late fees because its obvious that I pay on time every month. Im thinking that was cleared up after I made my payment.Fast forward to today and almost one year later. I received a collection letter in the mail stating I have an outstanding balance with my property management co. I NEVER received ANY type of warning!!! I spoke with ******* and she said emails were sent warning me about my account. WHERE WERE THE *****S??? I RECEIVED AN ***** WHEN I NEED TO MOVE MY TRASH OR WHEN I NEED TO MOVE MY CAR! WHY DIDNT I RECEIVED THE ***** WARNING ME ABOUT THE COLLECTION. THERE WAS NOTHING *****ED, NOTHING AT MY DOOR STEP, NOTHING IN THE MAIL BOX. BUT THEY HAVE ALL THE **** IN THE ***** TO PUT NOTES ON MY VEHICLES EHEN THEY WANT THEM MOVED!! THIS COMPANY IS NOT DOING GOOD BUSINESS. THEY WAITED UNTIL I HAD HUNDREDS OF DOLLARS OF LATE FEES AND DISNT BOTHER REACHING OUT TO WARN ME ABOUT MY ACCOUNT. HOWEVER, ITS CONVENIENT FOR THEM TO ***** ME ABOUT TRASH BINS AND VEHICLES! WHAT A SCAM!!

  Business Response

  Date: 02/13/2024

  Thank you for contacting us.  Unfortunately, as your account has been past due for some time, it has been turned over to collections for further action.  Please reach out to the collections attorney for more information.  

   

  ******************;

  ************

  **********************

• Initial Complaint

  Date:08/30/2023

  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.

  Have requested that our back gate be repaired. Initial request was on 05/05/20223, resubmitted request on 07/21/23, sent emails on 07/21/23, 08/01/21, 08/05/23, 08/11/23, 08/14/23. Got confirmation that they were waiting for a quote for repairs on 08/12, and it is now 08/30/23 still with no action being taken to repair the gate. This is our ********************* management company, and they are getting paid to manage our property. They are failing to live up to their obligations. We are current with our dues of ****** per month and in good standing.

  Business Response

  Date: 08/31/2023

  *****,

  I apologize the the vendor we contracted with to perform this repair has been unresponsive.  We reached out to a new vendor, and I believe you have already heard from ***************************, your property manager to schedule this repair for you.  Please let us know if we can do anything further to assist.