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:10/08/2024

  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.

  I own a condo ************************************************, which I pay almost $400 a month to ***********************, run by property management Roy Briley. I have a broken window caused by the lawn care team last year. The condo windows are ground level and next to a side walk with a gravel strip. Only the outside glass of the double pane window is broken, not the inside. My husband and I have made phone calls to Roy Briley at least every other week about this issue. We were told at one point that the window was going to be replaced. Then subtracted that statement weeks later because I said the lawn team used a weed eater instead of a lawn mower since the lawn team uses lawn mowers. Roy Briley refuses to give me the number of the HOA manager to resolve the issue. I was told it would be brought up in business meeting with the *** manager then I would have an answer. I never received a phone call even when I tried following up after the business meeting. I have left dozens of messages with their receptionist and they refuse to return my phone calls.

  Business Response

  Date: 03/18/2025

  We wanted to reach out regarding your previous concern about the broken window at your condo in **************. We understand that you have recently sold your unit, and we appreciate you bringing this issue to our attention.
  Since ownership has now transferred, any further matters related to the property will need to be addressed by the new owner or the *** directly. However, we appreciate your patience throughout this process and regret any frustration you may have experienced.
  If you have any remaining questions or require documentation regarding your past communications on this matter, please feel free to reach out. We wish you all the best in your new home and appreciate your time as a member of the community.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22398106
  
  I am rejecting this response because:

  extremely inappropriate and unprofessional to respond to a complaint months later after ignored calls and emails only after the property has been sold. I lost $1500 for the broken window caused by your team. The buyer was told by the association that the window would not be fixed but I was not privileged to that information. Just ignored again. The buyer was told that I did not have video proof therefore the window would not be replaced on their dime. The entire association grounds have cameras except my one area of the yard, of course. For $400 a month I expect better, especially considering I never once missed a payment. 

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

• Initial Complaint

  Date:04/19/2024

  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.

  We bought this house Jan 1st of 2021, and when we first moved in they weren't the people in charge at the time. They took over our association within 2 months of us owning it and said we had owed them a couple grand so we immediately disputed it because the payments were only $222.60/month so none of it added up and we were on time with both our payments before they had took over. Fast forward to now, we got our "proposed budget for 2024" and their are a couple concerns I had about it that I have been trying to get in contact with *** for OVER a month about. Over 20 phone calls with ****** and ******* telling me they will transfer the message to *** and a couple emails, I still have yet to hear anything from anyone. I see on the budget that there are a coupe things that "got" replaced in 2021 that NEVER did so I wanna know why it says they did. I would like an itemized receipt of everything they've claimed they've replaced since we have owned the house and in the future I want an itemized receipt within 30 days after repairs have been done. ALSO there are a few things that are due for replacement this year that I would like to know the time frame. I spoke with ******* and asked her why everything is dated as 12/31 of whatever year cause I find it sketchy there isn't an exact date things got replaced as we are the ones paying for all of this and her response was its just default. that's how they do it. I am very disappointed with how they have handled their self with this situation. I have a neighbor that I was talking to right after I got off the phone with *******, call to speak to joy and got a hold of her that second so I feel like I'm blatantly getting ignored.

  Business Response

  Date: 03/18/2025

  Thank you for reaching out with your concerns, and we apologize for any frustration youve experienced in trying to get in contact with us. We understand that communication and transparency are crucial, and we regret that you've had difficulty reaching Joy and getting the information you need.
  However, we want to inform you that we no longer manage this association. Our management role officially ended in February 2025, and as such, we no longer have access to the records or authority to handle inquiries about the proposed budget, repairs, or other association-related matters.
  To address your concerns, we recommend reaching out directly to the current property management team, who now oversees the **** They should be able to provide you with the information regarding the replacement items, the itemized receipts, and the time frames for any upcoming repairs.
  We understand this situation has been frustrating, and we encourage you to contact the current management team for prompt and accurate responses. Should you need further assistance in finding their contact details, please let us know, and we will do our best to help you.
  We appreciate your understanding and wish you all the best.

• Initial Complaint

  Date:10/05/2023

  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.

  On June 19, 2023, Extreme Construction and Maintenance was sent to my home to do an estimate on my entrance due to some water damage caused by winter break up.Extreme construction submitted the estimate to Roy Briley Association and to this day I have yet to hear back from the association in regards to if repairs will be covered.I have placed numerous phone calls, left numerous messages, sent many emails, and I have even gone to the building where the company is located to find out more information.All i keep being told is that my messages are being forwarded to my association manager and she'll call you back. No call backs.So this is the reason why after almost 4 months I now have to go through this lengths to get some assistance.

  Business Response

  Date: 10/16/2023

  We have received your complaint and are researching information and will provided an updated response no later than close of business October 20, 2023.

  Customer Answer

  Date: 10/16/2023

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

  Customer Answer

  Date: 10/16/2023

  This complaint has not been resolved and I am awaiting a response from Roy Briley company   

  Customer Answer

  Date: 10/16/2023

  It was previously stated by Roy Briley Association that they would respond to the complaint no later than 10/20/23 and I am awaiting a response. 
  this case has not been solved. 

  Business Response

  Date: 10/25/2023

  An email was sent to ****** on 10/20/23 - we are actively working towards a resolution to this issue.

   

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20700843
  
  I am rejecting this response only because the work is not completed. However, the company is actively working on it as a roof repair man is scheduled to assess for any damage in the coming days and this is much appreciated. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/02/2023

  Thank you, yes we are actively working towards resolution.

   

  Customer Answer

  Date: 11/14/2023

  This complaint has yet to be resolved and it should not be closed.  I asked for an update yesterday from the company and they didnt have any.  Im awaiting for a response so that I can get the damage fixed

  Customer Answer

  Date: 11/18/2023

  Please keep this complaint open. The business has yet to make the necessary repairs. It has now been 5 months without any resolution. I was told someone was going to be looking at the roof but I dont know if that ever happened. I was also told the repairs had been approved and i was to be contacted to set up a good time for the repairs to be made, and no one did. 

  Customer Answer

  Date: 11/29/2023

  I received this message from BBB on 11/14/23, Re: ID # ********- ********************** Dear *************************, We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: 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. This case has not been resolved. I have other emails I would like to forward to you. On Oct 20, 2023, at 4:44 PM, *************************** Hello ******, *************** to you about the complaint through BBB. First, I'd like to apologize that you felt the need to make a BBB complaint in order to get this issue resolved. I did have an opportunity to review the file and it appears the breakdown happened when your association manager left the company as ****** is no longer with us. The estimate from Extreme construction has been approved up to a certain dollar amount by the Board as the work may be more extensive once started. If there is more found the Board will need to be made aware and approve the work as it progresses. Regardless, the manager for your association is *******. ******* will be reaching out to all parties next week to coordinate and get this work started. -No one has contacted me in regards to any repairs. From: ****************** Date: November 13, 2023 at 9:57:40 AM AKST Subject: Re: Northshore Roof Repairs Good morning, I do not have any updates yet but we will let you know as soon as we do. Thank you, On Sun, Nov 12, 2023 at 4:47 PM Hernand323 Hello, I was wondering if you had any updates in regards to this matter. Thank you, ****** On Oct 31, 2023, at 10:55 AM, ****************** Dear Homeowner, Your association will have a repairman doing a roof assessment either at the end of this week or the beginning of next week, weather permitting. We just wanted to give all homeowners a heads up that if you see someone up on the roof it is scheduled work. Feel free to reach out to our office with any questions or concerns. Thank you, RBAM - I ask that this case please be kept open as to this date, the issue has not been solved. Thank you