Complaints

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

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  Gates Hudson Community Management LLC

  3020 Hamaker Ct Ste 300 Fairfax, VA 22031-2220

  
• 

  Gates Hudson Community Management LLC

  44927 George Washington Blvd Ste 225 Ashburn, VA 20147-4293

  
• 

  Gates Hudson Community Management LLC

  1010 Wisconsin Ave NW Ste 720 Washington, DC 20007-3603

  
• 

  Gates Hudson Community Management LLC

  3421 Commission Ct Ste 201 Woodbridge, VA 22192-1780

  
• 

  Gates Hudson Community Management LLC

  44927 George Washington Blvd Ste 225 Ashburn, VA 20147-4293

  

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:08/25/2023

  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 moved into the apartment of ************* which is managed by Gates Hudson on May 2023. Nevertheless the management is sending me violation from year 2022, and asking me to pay violation plus late fees to the total of $115. According to attached. I tried to reach them by phone 30 times during four days and unfortunately I never got an answer. I also filed a note for them in their portal. It is very frustrating to go through this unprofessional way of dealing. I'm paying $ 405 monthly for HOA fees with no delay. My unit is # *** - **************************************Alexandria VA ******** Thank you for your consideration.

  Customer Answer

  Date: 08/30/2023

  I just received a phone call from the management, they informed me that they removed the violations amounts from my account. Because its belongs to 2022. 

  
  thank you very much for your help.

• Initial Complaint

  Date:07/03/2023

  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.

  On Friday, June 2nd the condo unit 2 floors above mine had a HVAC leak. Our ceiling and hard wood floor has major damage.I immediately reached out to our HOA company on their emergency line. I spoke to someone 3 times and was told someone would call me back. I didnt hear back until the following Monday. They asked for pictures and said they would get back to me. He denied ever hearing about this. On the morning of Tuesday June 6th, I emailed Gates Hudson to ask for - the certificate of insurance - the building bylaws - the master policy information - the initial incident report That emailed was followed by multiple others. However, it wasnt until Monday June 12th, very late evening, that they emailed me the certificate of insurance and bylaws. Again, I didnt hear back until June 23rd. Finally informing me someone would come out to assess the damage. That person came on Thursday, June 29th - their earliest availability. I assume they talked to Gates hudson that day. The repair person was available to come Monday July 3rd. I emailed *** at Gates Hudson a number of times to confirm and did not hear back. It is now Monday 3rd and the repair person informed me they had not received confirmation from *** and therefor can not start the work.

  Business Response

  Date: 08/03/2023

  Good Afternoon, We apologize that the work was taking a while to get started,but once we realized that we had to file an insurance claim we had to stop work where it was and allow for the adjuster to inspect all of the affected units.  While we know that this is an inconvenience to all parties involved, it is a part of the process that we have to follow with insurance claims. We hope to get this matter resolved quickly. 

• Initial Complaint

  Date:12/29/2022

  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 apartment has been without heat since December 24, 2022. I was finally given a space heater on Tuesday December 27. Each day I check to see when my heat will be fixed. As of today, Thursday December 29, no one has come. The management office of ********************************, will not give me a day when my heat will be restored. Only excuses.I will be spending excess money on utility bills (gas and electric) since I've been keeping my stove/oven on for heat. Now I'm using electric heaters which will increase my electric bill. I want to be compensated for the overage on my gas, electric and for the cost of a space heater I had to purchase since ******************************** did not provide a space heater until day 3 days after our heat stopped working.There us another long standing issue here at this Gates Hudson property. We also have a rodent (mice) infestation since July 2022. Management has failed to act properly to rid my unit, the entire building of this infestation.Promises of exterminating the entire building has not occurred. Pest control has been in my unit sparingly. Not on a consistent basis at all. We have trapped, since July, over 20 mice. All we receive from management is promises to get it in check. Holes have been patched and stuffed with steel wool and form but the mice find another area to dig and enter the unit.Gates Hudson needs to do the right thing and take better care of the buildings they manage and the tenants who do their part by paying their rent and informing management about these issues who expect management to do their part.

  Business Response

  Date: 02/02/2023

  Dear **************,
  
  Thank you for sharing your experience with us. We are genuinely sorry that the heat went out in your home. As soon as we knew of the issues, we worked with our contractors to identify the problem. The problem was traced back to a regional outage; that affected our property as well as others in the area. We always aim to provide our residents with as much information as possible regarding outages but unfortunately due to the widespread nature of the problem we couldn't obtain that information from our service provider to pass along to our residents.
  
  Regarding pest control, we changed the provider that services our community and have noticed an improvement.
  
  If you would like to discuss your concerns further or have any other outstanding issues, please feel free to reach out to the manager. She can be reached at ******************************
  
  Regards,
  ******************************** Management Team

• Initial Complaint

  Date:12/26/2022

  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.

  This is ***************************** in apartment ** of **** ***** in martinsburg wv. There’s been a few different owners here we have told each one since we’ve been here that we noticed a bug problem. It was only ants and spiders. Now it’s roaches. The bug man also said that the neighbors had bedbugs so they had to come in here and treat for those as well we got the notice for the bedbug treatment on December 21, 2022. Right before Christmas therefore we did not have time to prepare for the bedbug treatment. When they want to do it December 27, 2022. They are also stating that we have to pay And that we’re responsible for the bugs. My mother Is a 53-year-old disabled my sister and I work full-time and she has a two-year-old son. There’s multiple things here that have not been dealt with. Such as since we moved in the dishwasher hasn’t worked. The exhaust fans don’t work there for creating mold on the walls. Our garbage disposal is broken. It’s multiple things that we have went to the office to tell them about and they are just now trying to do stuff to fix it and telling us that we need to pay for it. And also seems that if we don’t let them in on 27 of December 2022 then we will be evicted. I would appreciate some body contacting myself or my mother Amanda so we can come To a conclusion On these issues. Thank you for your attention in this matter sincerely*****************************

  Business Response

  Date: 02/01/2023

  Dear ****************,
  
  Thank you for sharing your experience with us. We have reviewed our records regarding the issues you raised in your complaint. Regarding outstanding maintenance concerns, according to our records, we have attempted to schedule a time to fix/replace the exhaust fan and dishwasher but were refused entry into your home. We want the opportunity to resolve these outstanding issues as soon as possible.
  
  We take pest control seriously in our community and work diligently with our residents and providers to remedy any concerns promptly. Upon inspection of your home, our service provider noted a concern that required treatment. We have completed the first treatment and have the other two treatments scheduled.
  
  Please contact our office at your earliest convenience to discuss any outstanding issues. Our email address is ************************** 
  
  We look forward to speaking to you.
  
  Regards,
  ******** Apartments Management Team

• Initial Complaint

  Date:12/05/2022

  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.

  We toured and applied for an apartment at ******************* on 06/25/22. After the tour, the employee gave us the monthly rent breakdown and apartment number (for us  to use to apply) totaling $1528 and beginning on 10/01/22. Shortly after we were asked to upload paystubs, and once those were uploaded the apartment was suddenly switched to a different unit and rent raised to over $2000 per month. We had already paid the application fee of $100 plus $2.50 processing fee and were furious. We tried calling and talking to them multiple times over the next 2 months, only to be hung up on or never called back. On 08/18/22 we finally spoke to someone and were told that it would be refunded. Instead, I was charged again on 08/18/22 the same amount. Again the chaos of calling and being hung up on or never called back ensued. I was finally fed up and visited the office on 11/17/22 where an employee took down all the information and told me to send an email into ******************************* detailing the issue and it would be resolved. I received no response until the following Tuesday asking if it had been resolved. I responded that no one had ever reached out to me and again received silence from them. I called again on 11/29/22 and spoke to yet another person who told me that they would send an email to corporate to issue a refund check for both charges. I received an email on Friday evening from ************************* ************************************* telling me that corporate was investigating the issue and to file a dispute if I wanted to. Since then I have been going back and forth with this excuse of a manager and was told on 12/05/22 that suddenly that 2nd charge was a reservation fee for the apartment being held for so long. My issue is that (a) that was never disclosed, (b) the story has changed with every person I spoke to, (c) the apartment was not what we applied for and done without our consent or notification, and (d) their team refused to reply.

  Business Response

  Date: 02/20/2023

  *******,

  Thank you for contacting us about your leasing experience. We apologize for any miscommunications at the time of leasing. We have processed your refund and confirmed via email with correct address and amount refunded.

  ***************************, Regional Manager

  Customer Answer

  Date: 02/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  We did finally receive the check on January 25th. This is 8 MONTHS after this incident occured. It is unfathomable that it took this long and all the while we were being chastised and called liars. Also, even after I confirmed my address multiple times, the check was still sent to the wrong address which prolonged the process further. 

  Regards,

  
  

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

• Initial Complaint

  Date:10/25/2022

  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.

  *** is claiming I have not paid my dues; however, I am on an auto-pay and every payment is made on the 22nd of each month prior to the due date on the 1st of the next month. I have lived here for 13 years. This company is already under investigation for misappropriation of the community's funds. They switched financial systems so the owners no longer have any transparency into their accounts or spending, fees, etc. They have submitted my file to a law office stating I owe late charges somehow. They have cut off my account so I cannot pay current dues and continue to charge fees. The law office they sent my case to does not seem to be Legitimate and was unable to assist me in my questions, when I ask the *** for help they refer me to this illegitimate law office. *****************, and ******************************************************************************************************* Gates Hudson is reporting my account as **** ****** at ************ Owners Association, but when I search for that company, none exists. They were under the ********** application and removed themselves to the detriment of the entire community. However, when they did so I set up my auto pay on the new system and have not had any issues, or so I thought. I believe they may be stealing from dozens, if not hundreds of my neighbors.

  Business Response

  Date: 02/22/2023

  RE: Complant ID# ********
  Consumer Name: ****** ******
  
  Dear Mr. ******,
  
  Thank you for sending over the inquiry in regards to Ms. ******. To clarify a few items, Gates Hudson
  Community Management started as the management company with **** ****** on December 1, 2021.
  **** ****** was previously managed by ***** *** ****** (***), when they parted ways with ***,
  the community was removed from their **** ****** Platform, which is the software *** uses. GHCM
  does not utilize the **** ****** Platform. GHCM utilizes ******* to support our communities. Ms.
  ****** was provided with access and did utilize the ******* platform. The full name of the Condo
  Association Ms. ****** purchased her home in is **** ****** at ******* ***** which is an HOA
  Association and not a business. She will find this on the Declaration and Bylaws for the community. To
  date I have not been made aware of any allegation regarding misappropriation of funds. While Ms.
  ****** did not have access to her full account ledger, while with the Associations Collection Attorney,
  Ms. ****** had full access to all financials for the Association which are published on a monthly basis on
  the ******* portal for owners, in which she was signed up on. When the account balance was resolved
  with ********** ******* *******, full access to the ledger was restored and Ms. ****** was able to set up
  the recurring payments.
  
  Please let me know if you have any further questions.
  
  
  ******** ****** ***** Senior Portfolio Manager | Gates Hudson Community Management

• Initial Complaint

  Date:07/29/2022

  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.

  Since I have moved in I have had issues with bugs . Upon inspection with my family , we found that the baseboards are not low enough to the ground and should be caulked because insects find themselves squeezing there way through my apartment (SPIDERS, WORMS, CRICKETS, STINK BUGS & other weirdo bugs) . I asked in the beginning of the year if my unit could be caulked because of me literally seeing the bugs squeeze through the cracks and I had maintenance come and caulk one side of the hallways to never return . They returned two weeks later to state they will not be doing it and extermination will be coming in my unit weekly (this has been promised from a month after I signed my lease). Ask how many times I have had to call be be put in the list because they do not show up , the worms are uncontrollable in my apartment are literally lined up in rows going across my baseboard its disgusting. They showed up last week with a freaking mouse trap instead of spray for bugs and guess what he still kindly placed down a mouse trap (even though I stated thats not what I needed and left) the baseboards do not meet the carpet and they refuse to fix where it should be caulked. I dont want to hear about basement bugs because the fact that my baseboards are filled up with worms is UTTERLY RIDICULOUS AND ANNOYING AT THIS POINT !!!!! I live alone and there is a boy that sleeps in the hallway not everyday but enough to make me nervous. I leave for work at 5:00am and he is sleeping. They took time to upgrade somethings in the neighborhood all accept safety measures. I would like to terminate my lease without penalty. I have been here two years and have been to patient with all the nos. I am uncomfortable living here and would like to go where I get my money worth. This community is beyond terrible, where is our money going?!

  Business Response

  Date: 02/21/2023

  *****,

  After looking into this I can see in our records that you put in several requests at the end of August and the beginning of September regarding pest issues in your apartment. Maintenance came out to caulk the areas that had gaps where the pets were coming through. Pest service treatment was provided on 9/14 & 9/22, and no additional treatments were requested by you, so the property team's assumption was that the issue has been resolved. After you vacated the premises on 2/13/2023 the unit was inspected and there was no infestation present.

  Customer Answer

  Date: 02/21/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************