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:03/23/2023

  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.

  They list properties as available then tell you they have several others already approved on the same property after charging $45 and running a credit and background check. You should be told that there is someone approved and not list it as available, BEFORE being charged and credit ran. Are they making money from running credit and background checks? I believe that practice is illegal in ********** and I requested a receipt showing what they pay for the checks via email and received no response. ********** law states they must show their costs.

  Customer Answer

  Date: 04/17/2023

  Not sure what clarification is needed as I was very clear. Realtors are collecting and running backgrounds on applicants AFTER the property applied for has already been rented. By ********** law, as I asked them for as well, they must show how much the background check costs. Seems that theyre collecting these fees for a reason and it sounds like profit. Once a property has received a qualified applicant and/or the property is no longer available (as I was told it wasnt) then they should not have charged me and ram a credit and background check.

  Business Response

  Date: 04/19/2023

  I am the owner and designed broker for **************************************. We are a real estate sales firm and do not operate a property management firm. The property management firm you are most likely trying to contact is Total Property Management. They are a completely separate company than mine. I do not own or operate any part of that company. Hope this helps. 

  Customer Answer

  Date: 04/21/2023

  I spoke with ************************************** and the property management is a different section from them. Refile this complaint with Total Property Management in **********, **.

• Initial Complaint

  Date:06/15/2022

  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 complaint is about my neighborhood COA's Property management company Total Property Management(TPM) **** **. This is referring to a process in which the property management is by contract responsible for receiving Architectural Request forms via an application on smart phones called Appfolio. The complain is narrowing focus on its handling of one specific *** request. I had submitted a request on May 11th, 2022 at 7:54 AM with all the required information with pictures and description of work. I received an Automated Message in the Message thread for this individual *** request stating, "Thank you for submitting your request. If you have any information to share, please do so below." This is how all *** requests are started, the next step is to wait for approval or denial or if need be a communication for further information. There was zero communication on this request until June 1st when I noticed the *** was denied. I reached out to TPM asking why it was denied. TPM response, "Hello *****, we have been trying to get in contact with you for quite some time regarding board questions for your other *** request and received no response. I can reopen this request if you would like but will need a response on the fence request that you submitted. Thank you." June 2nd 8:46AM. Apparently TPM chose to ignore this individual ***(which are separate requests TPM and the board in the past made clear are treaded separately) because there was an earlier *** request I did not want anymore(separate from this ***). They where ignoring this *** request and only trying to communicate on a separate request I no longer wanted or looked at as I was waiting for TPM to do their job and work on my separate *** requests properly. In final the by laws stated a *** request is auto approved 30days after received, TPM sent an automsg that my *** was received 5/11/22 754AM, 6/14/22 1114AM TPM claims my ***(was ignored)not sent to board until May2 despite confirmation auto Msg recevd

  Customer Answer

  Date: 06/15/2022

  I didnt get these attachments added showing how ACC requests are processed and approved without any communication from TPM
  

  
  

  Business Response

  Date: 06/15/2022

  Why is this complaint coming from neighbor?

  Your neighbor submitted a couple of different ACC requests regarding similar items or projects that go together. He did not respond to my attempts in contacting him for over a month. ********* wanted to set up a meeting with him to get clarity on his project. I closed out his requests due to no response. He is now upset because I did not submit the second request at the same time as the first. I did not submit the second request because I had not been able to get in contact with him through various different attempts (email, ACC portal,text, and phone call).

   Here is the timeline just for your knowledge. 
  
  04/25/2022- ACC request to build a fence along his property line submitted. This was sent to the board for review the same day.
  
  05/03/2022- ********* requested to set up a date and time to discuss the request with the homeowner.
  - ACC message sent to the homeowner requesting available dates and times to meet with the board.
  
  05/06/2022- ACC message sent again, no response still.

  05/11/2022- Email sent to the homeowner, no response.
  
  05/16/2022- ACC message sent, no response.
  
  05/18/2022- Phone call attempt, call was denied, no response or call back.
  
  05/23/2022- Email, ACC message, and text sent, no response.
  
  05/24/2022- Phone call, no voicemail set up or inbox was full, no response or call back.
  
  This request was then moved to denied due to zero response after various attempts were made. The other request was also moved to denied due to no response at all on the first request.
  
  The second ACC request was submitted on 05/11/2022 after failed attempts to contact him regarding his first request. 
  

  Customer Answer

  Date: 06/16/2022

   
  Complaint: 17429411
  
  I am rejecting this response because:

  i dont understand why TPM is bring up neighbor?

  TPM has made it clear multiple times in board meetings that all *** requests are treated individually, please have TPM provide all zoom meeting and non zoom meeting recordings of community board meetings at the ***** at goldengiven community. You will find that TPM rep has stated *** requests are treated separately from each other. An example would be when a home owner wanted to change something they submitted an *** request for and was informed they needed to submit a separate *** as they would be treated separately. My case I submitted two separate *** request at different times wanting two different things, as TPM has stated in the past during community meetings or board meetings what ever they are called *** requests are treated separately. Now that TPM has two separate ***s and has stated to community members ***s are treated separately during meets they are trying to say ALL ***s requests are intertwined and any thing done or communicated on *** automatically affects  all other *** requests which is completely contradictory to how they present *** requests to the community at the ***** at goldengiven.  They are now in a very contradictory way as the situation suits them are stating they can and will ignore any *** requests property submitted as all ***s are now intertwined. 
  

  the *** request this BBB case is about, like all other separate and individual ***s, has a specific place for communication between TPM and myself that is for that specific *** request and is where all communication for that specific *** requests is sent. The mentioned attempts of communication provided to BBB from TPM where ALL done on a different *** request that has its own individual messaging system for TPM and myself to communicate. As I mentioned above TPM has made it clear in community meetings that ***s requests are treated separately and have separate messaging platform for that specific *** request that when a communication for that specific *** is needed TpM can easy write a simple message to that *** requestant. As I have provided all the screen shots of the specific message thread for the specific *** request, the BBB can clearly see no single attempt was made to communicate with me regarding the *** I submitted in the validated proper process and was like all ***s received a message confirming TPM has received my *** on 5/11/22. I emailed the BBB with screen shots off previously submitted *** requests that where approved with zero communication past the confirmation message that TPM received it. Please let me know if I need to send again. 
  

  here is a recent message I sent to TPM using the messaging platform that is only for the specific *** in question that is only available on the specific *** messaging platform and does not show up on any other *** request messaging .

   

  Please note that Ive had previous *** request approved with zero communication except an automated message that it was received. When I submitted this request it had precedence because it had already happened in the past I provided maps and descriptions on top of that the current board president is the one who received the trees that I am referring to that set the precedence for this *** request. So from my perspective previous *** forms being approved with no communication and me submitting this one knowing it had precedence it was a no-brainer that this should be approved no problem. As I this was the only *** request I cared about this is the only one I checked. To my dismay on June 2 I found it denied thats when I reached out and asked whats going on thats when total property management notify me they used the tactic of I knocked on your neighbors door and left you a message why didnt you answer by stating they sent a request on a different separate individual *** request saying that communication applied to all open *** request. With such a backhanded and dirty trick pulled by total property management I was quite distraught and upset considering I was so proud to bring total property management in to replace welcome home. As you can see from my perspective I put an *** request it was simple it had precedence and like before other *** request it should be approved with zero communication

   

  To sum things up, TPM has made it clear all ***s are treated separately. All ***s have individual messaging platforms for that specific *** request. Ive had *** requests approved with zero communication on that specific *** request past the confirmation of receipt message. The *** in question had zero communication attempts made to me as see in evidence provided by me. Instead of doing its job and just opening the *** request in question up and typing hey can we talk TPM ignored my *** that they sent a message confirming they received it 5/11/22. If TPM has done its job and messaged me on the *** provided platform we wouldnt be here. As seen in screen shots as soon as TPM actually messaged me on the *** request about what they wanted I complied and I met with a board member less than 12hours after TPM actually communicated with me on the specific individual treated *** requests messaging platform.
  

  TPM is trying to claim they messaged me on a different *** request, as they themselves stated are treated separately, about needing to talk about this *** request. As an example This is equivalent to knocking on your neighbors door to leave me a message and complaining I didnt see that message

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

  Business Response

  Date: 07/08/2022

  Good morning *****,

   

  We are very sorry to hear about the communication issues regarding your ***. We assure you that your requests are not being intentionally ignored. We will take another look at your ***. Please be aware, ssa an Association Managers, we are essentially a middle man to the ***** of ********** We apologize for any delay we may have caused regarding your *** approval/Denial. 

   

  Please contact *************** directly - he will assure that you get a detailed response for your project. 

   

  Once again, we apologize for an inconvenience this may have caused. We have had COVID complications within a couple of our departments, which may have transpired into a delayed response both on the BBB as well as the *** response.

   

  We appreciate you and your business. Please let us make it right.

   

  Thank you,

   

   

  Total Property Management