ComplaintsforProspect Management Company

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company had advertised and shown me an apartment in the front of the building to only switch me to a back unit when I sign my lease which was much lower to the ground & have had several security issues with tenants knocking on my windows at all hours, doors being propped open in the lobby constantly. The washer has been broken since the move in and I submit many maintenance requests and never has been fixed. Late fee for being 1-4 days late when I lost my job or in the hospital for long term covid this company has hit me 8 times with 100 dollar late fees. I have always paid my rent or been openly communicated to them about my health situation causing me to lose my job. This company is harassing me for 800 dollars in late fees yet cannot fix my heat that will not go over 55 degrees in the winter without a space heater due to improper insulation and poor heating registers the maintenance man said. The maintenance man was someone who flipped them and said it was done really cheap and to also fight for my security deposit as the company is known for keeping them he stated to me as he laughed about the owner being extremely cheap. They have never fixed the washer properly, nor will they address the doors being propped open. Its an extremely unfortunate building to live in. I have two tenants who have been late in payment yet have never acquired any late fees so its just unfortunate they only prey on tenants for money but cannot fix basic things like water or safety in common areas such as the lobby. I wish to have these late fees removed and to have the washer fixed for other/future tenants as it is complete false advertising to renters. To understand when someone is in a financial hardship that a $100 late fee can be a weeks grocery money and that of it keeps happening it can financially ruin someone. They have never worked with me to wave or discount any of these fees. They just continue to harass me from anonymous numbers asking when I can pay.

  Business response

  04/05/2024

  ****** (now former) was advised that the unit toured was of a similar unit as the unit leased was occupied. The unit's location was shown during the initial tour, and the lease indicated the unit number. The signed lease agreement clearly outlines late fees and penalties, which we assess and enforce accordingly and consistently. Maintenance and security issues within our control are always taken care of promptly. We always work with our tenants to resolve balances owed. While individual financial hardships are unfortunate, we must ensure we are impartial, consistent, and ethical in our enforcement processes and practices.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Enormous difficult in solving a problem around a maintenance fee I had paid on 1/23/24. It came back because the payee address had changed. It took me 3 hours of phone calls to Prospect Management employees, and my bank, and emails to rectify this. One employee told me the address had changed in August, but all of my payments from September through ******* went through. I was given wrong information, and no information for hours. The employees put me on hold indefinitely, didn't think to tell me about the address change initially, so I paid the amount of 330 again, which I had to cancel. I paid it a third time once I was given the new address 2.5 hours later by phone. I became agitated but these employees are paid to provide services to homeowners not agitate them. Without homeowners, none of those employees would have those jobs. I was a legal secretary at age 15. I paid attention and helped clients way back then. I was promised new bushes years ago by Prospect Management; that never happened. I was told the bushes harmed by the snow in ******* would be looked into in the spring. I will follow that up. I am 73 years old, and am recovering from 4 surgeries and 4 deaths in my family. For all of the aggravation I sustained, I should get a free maintenance month that Prospect Management pays for. The employees should be better trained and do the job they are hired to do. I deserve an apology and a billing credit.

  Business response

  02/05/2024

  We have reviewed the call reports and have taken the necessary steps to coach our homeowner services department to better listen and understand owners' concerns to streamline timelier responses. We did send out multiple communications regarding the change in banks and the new PO box to mail checks to. This was also included in the budget letter sent to all owners. We understand that this may have been misplaced or not mailed by the **** and we apologize in advance if this occurred. 
  
  

  Our Division President has also reached out to the homeowner by phone to discuss this issue further and try to resolve this directly with the homeowner.
  

  Customer response

  02/09/2024

  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.
  
  The snow we received of 20 inches in January caused two large bushes to be damaged. I see one was removed (cut all the way down the ground), and the other is a sliver of itself.  The snow vendors did not cause those bushes to be damaged. They did a great job of removing snow from driveways and walkways. The weight of snow onto the bushes caused them to crumble. Since I asked for new bushes for several years, I want to make certain Prospect Management and the ***** of ********* will take care of this issue this spring. I will attend the meeting on 2/27/24 to make certain this is on the docket.

  Also, I believe it shouldn't *********** phone calls and multiple emails to receive an address for payment of dues from employees of Prospect Management. I never received that info regarding such as I work on my emails constantly and have a deep file for condo documents etc. They do need to be better trained and respond to the needs of the homeowner, and stop acting as if they are being bothered to do their jobs.
  
  Regards,
  
  *******************************

• Initial Complaint

  09/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Requesting that the company removes a fine they gave us. They claimed that they warned us multiple times about our vehicle being parked incorrectly but proof shows that was untrue. We didnt receive our 2nd warning (received by mail) until the exact day that the fine was submitted to our account. Prior to this was received a warning a long time ago. We reached out to them Sept 18 after receiving our 2nd warning in the mail and have yet to get a response back after submitting to them our proof.

  Business response

  09/20/2023

  We have contacted the homeowner directly and have resolved the client's concern. Additionally, the *************** ************************ ********** of Directors has agreed to remove the fine from the owner's account.

  Customer response

  09/21/2023

  [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,
  
  *****************************
  

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***************** falsely billed me a fine for something that I did not do. Another tennent with an issue with me falsely accused me of doing ****** ball into the pool and she got splashed. (She was in the pool already) I did not do a ****** ball, did I splash when I slid into the pool probably. I was send a fine of $ ****** without any investigation or inquiry from me or my family. This tennent escalated the situation way out of proportion, even ended up bringing the police into it a week later saying she feared for her life. ( I truly believe this woman has other issues) long story short I was totally exonerated from that however the association has completely ignored my request to reverse this erroneous fine. Now this fine is showing up on our closing papers on the sale of our condo. (Had enough of dealing with this association) Another example of how this group works, in Oct, the association has a company come around to test the fire alarm system. they give us a weeks notice . This last year we were told they would be around on a Thurs. and Fri. If we are unable to be home we are to leave our security code this the association so these strangers can enter our home. (NO Way) I notified the assoc. that I would not leave my code but could get off work on Fri. they said there my be a extra charge. I took the Fri. off and no one showed up. I wasted a day of pay. I sent the association a bill for my time. They have completely ignored it.

  Business response

  02/28/2023

  Prospect Management is a vendor hired by and under contract with the *********** ************************ **** entity. Prospect Management is contracted to manage the *********** ************************* Under our contract as the hired management company, we are required to take direction from the *********** ************************ **** board of directors and work on their behalf. The homeowner's complaint should thus be addressed to *********** ************************ **** and not Prospect Management.
  
  However, we did look in to the complaints lodged by the homeowner here and received directives from the *********** ************************ **** ***** of *********. In the incident involving the pool, the homeowner received a fine because the incident caused and issue in which the police had to be contacted. The *********** ************************ **** is within their right to fine homeowners for causing a disturbance in the common areas. In this case, the homeowner can contact the Waukesha County *******'s ****** to view any police reports. Because the police were involved, the ***** of ********* elected to impose the fine as is their right per the *********** ************************ ****'s governing documents.
  

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am attempting to sell a condominium in *****************.closing on 5/31/22. Prospect took over management of the condo association April 1,2022 .They claim I am in arrears in my payment of maintenance fees by $225 + an additional $80 late fee and insist I pay what they demand or I cant close next Tuesday. I sent a copy of the check showing them I paid the dues for the upcoming 6 months on 12/29/2021 and explained that payment not only covers the time they claim I didnt pay, but in truth as of 6/1/22 I have overpaid paid and am owed $150. I was told by Prospect they would look into it!! I have called a number of times and they keep stonewalling me telling they me are still checking. Frustrating, they have the proof I paid and I am being forced to give them their money or I cant close on a $248,000 deal in less than a week! PLEASE HELP! *********************************

  Business response

  05/25/2022

  Prospect Management Company only recently took over management of this condo association. We received account ledgers for all homeowners within the condominium association from the ***** of ********* showing owner account balances and it was recently discovered that many of the ledgers may have been inaccurate. We have scheduled a meeting with the board of directors and our accounting team to go over all of the account ledgers, reconcile them, and then correct the balances. Unfortunately, this has been delayed due to the fact that the board treasurer was unavailable last week. We have a meeting set up with the board today, May 25th.

  We are aware that this owner is selling their unit with a closing scheduled for 5/31/22. We have been in contact with the owner's title company to make them aware of the situation and have advised them that we will update all parties as soon as the owner's account is reconciled. We have also communicated the status of this to the owner by email on 5/18/22, and by phone on 5/18/22, 5/19/22 and 5/24/22. We are in no way stonewalling the owner and we also want to get this resolved as soon as we can. We were held up by the fact that the board members were not available until this week. As we have previously communicated to the owner, as soon as the records are reviewed and the account is reconciled, we will send updated account information to all parties involved. 

  In the event that for some reason we were not able to resolve the account issue before the owner's sale closing date, we would of course refund any credit balance if an overpayment was found. However, this should be resolved today and that will not be necessary. A BBB complaint is unnecessary as we have always intended to rectify this issue for the owner - the delay on getting the information has been out of our hands as we must rely on information provided to us from the association's board of directors. 

  Customer response

  05/25/2022

  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.
  
  [Please type your response here. In my initial interaction with a Prospct employee I was told that their was no increase in maintenance fees when they took over management of the Properties. The increase was already there it started with the new fiscal year , and that accounted for me being accessed a late fee and a past due amount. They were proven wrong the condo association president texted me and I forwarded it to Prospect that the fees Increased when Prospect took control 4/1/22. She also said that could be confirmed by looking at the Webpage. Next at their request sent the a copy of the check date 12/29/21 showing that I had paid 6months in advance was not in arrears but in fact was owed $150 after the condominium was sold and closed on 6/1/22. So I provided all I was asked for, provided that they were incorrect, yet I was and am forced to pay them $225 (for?)plus a late fee (for?)of $60 in order to close on 5/31/22 (2 1/2 business days from now. My main residence is in Iowa, this was a vacation/investment property. Prospect has been terrible to deal withI have provided all the info they need to back off this claim and refund the $150 owed me. If this is Stonewalling my friend what is it? ********************************* PS theyv  claim to record all their phone calls so my assertion s can be confirmed. 

  Business response

  05/25/2022

  Prospect Management LLC is the contracted management company for the *************************** ************ **** We were contracted to provide management services for the *************************** ************ **** by the *************************** ***************** of Directors. I have included a copy of our contract. Our management contract began 4/1/22. Prior to Prospect Management beginning management services, the *************************** Association was self-managed and the *************************** ***************** of Directors collected and tracked association fee payments. The *************************** association board of directors provided Prospect Management with beginning balances for all homeowner accounts within the association through 3/31/22, and as of 4/1/22, Prospect Management began collecting and tracking association fee payments.

  The homeowner initially disputed the balance their account provided by the board of directors. We advised the owner that we would need to go over account ledgers with the board treasurer and that we would do our best to have a final answer for him prior to the closing on the sale of his unit on 5/31/22 and that because the board treasurer was unavailable the week of 5/16/22-5/22/22, we anticipated that we would have an answer for him the week of 5/23/22. We advised the owner of this via phone and email on 5/18/22, 5/19/22 and 5/24/22 and we can provide record of those correspondences if needed. On 5/25/22, we met with the board treasurer to go over the account and found that the amount we show as owing by the owner is correct. 

  At this time, we have now provided the owner will a full account history and ledger going back to 2009 and showing all charges and payments made and have provided an explanation for the remaining balance after meeting with the board treasurer. This has been provided to the owner via email. No late fees have been charged to the owner. We have provided all requested information and within the timeframe requested by the owner.

  Prospect Management began managing this association as of 4/1/22. Prior to that, the association was self-managed and the board of directors collected and tracked association fee payments. Association fees were raised as of 4/1/22, but owners would have been notified of the fee increase by their board of directors prior to us taking over management. 

  If the homeowner still wishes to lodge a complaint, they must do so against the correct entity, *************************** ************ **** and not Prospect Management LLC. This complaint should be closed as it is against the incorrect entity and all information requested by the owner was provided within the timeframe requested and was also communicated to the owner.

  Customer response

  05/27/2022

  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.
  
  

  Interesting that Prospect is telling me and the BBB that they are not the potential guilty party in this complaint-Yet they are demanding I pay THEM what they contend is late payments to the previous management group. Class act! 

  
  Regards,
  
  *********************************

  Business response

  05/27/2022

  The complaint is now moot because the person who lodged the complaint has received the information that they requested and it never caused a delay in the sale of their condominium, which is still scheduled for 5/31/22. Our company never refused to provide the information requested to **********************, we simply stated that there would be a small delay in getting it to him. It has now been provided. This complaint should be voided or dismissed.

  Customer response

  05/28/2022

  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.
  Are
  [Please type your response here.I have been forced to pay an amount Prospct says Iam in arrears to close on a property 5/31/22. IM accused of failing to pay assessments from 2018 and 2019.  Fact is in the 3to4 years of my alleged failure I was NEVER notified or requested that I had a late fee. Also if I I do owe the amount claims , why am I being forced rto pay it to Pospect and not the previous managemen, to whom Prospect claims I shorted. . The weeks of delay by Prospect has forced me to pay if I plan to sell my condominium, but I am paying the fine they have fabricated under protest. Please dont dismiss my complaint, I am not alone in my issues with Prospect othe owners in the ***************************** development are also complaining. 
  
  Regards,
  
  *********************************

*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. ↩