Complaints

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

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  Cadden Community Management

  5225 W Massingale Rd Tucson, AZ 85743-8416

  
• 

  Cadden Community Management

  555 E Wilcox Dr STE B Sierra Vista, AZ 85635-2547

  
• 

  Cadden Community Management

  101 S La Canada Dr STE 20 Green Valley, AZ 85614-2662

  

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:09/05/2024

  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.

  In June of 2023 we bought a home, and we were told that the first year of HOA fees would be covered from the escrow. 1 year later I got a letter in the mail saying we owed for 12 months and all the late fees that they had assessed also. I called the title agency and they said we misunderstood about the first year of payments coming from the escrow account. I called Cadden and told them that we thought the title company was paying the first year, and I told them I thought this was happening because I hadn't gotten any kind of notice from Cadden for at least 9 months. They told me they were sending all the notices to my parents address in Utah instead of to our address in Arizona. Just to get it all over with I asked them if I could just pay the 12 months of fees and get all the late fees waived, since they hadn't even sent me a notice to our address, and since I thought the escrow was paying it. They said they couldn't do that and I had to pay the whole thing including late fees that week in order to avoid going to collections. I would like to be refunded those late fees.

  

  Business Response

  Date: 09/06/2024

  Hello, Ian! Thank
  you for bringing this to our attention, and we sincerely apologize for the
  confusion and frustration you've experienced. I will have your association
  manager contact you to further assist with your situation. You may also email
  us at [email protected] if you need
  additional assistance. We're here to help and will work to resolve this matter
  as quickly as possible.

• Initial Complaint

  Date:08/29/2024

  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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22215647, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Benjamin Denton
  
  
  
   
  

  

  Business Response

  Date: 09/05/2024

  Thank you very much for your feedback. The association is
  currently spraying all the weeds throughout the community that is not to remain
  in a “natural desert vegetated state”. It is understood that the weeds are
  persistent this year. If you do receive a violation for weeds in your yard and
  require more time to have them cleared, simply notify your association manager
  and more time can be arranged.
  
  Thank you again for your feedback regarding your community. We
  appreciate us working together to maintain a beautiful community for everyone
  to call home. 

• Initial Complaint

  Date:07/28/2023

  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.

  Mouse infestation in the building. I am upstairs unit that has no way of letting packs of mice in via a door, window, closet, etc. We reported mice in the building and they sent exterminator who laid zero traps and did not find and source of entry for the mice. Useless. We continued to report the issue and get responses days late and without answers to questions asked. This is a health hazard to have mice with a family and pets. They refuse to answer calls from me and send me to voicemails where they don't call back. They were supposed to contact every tenant or owner in the building and get us to agree on a treatment plan and have not reached out to a single person. Negligence is going to get my family and I sick. The mental fatigue of constantly being aware mice are around you and can be caught at any time is too much. We have caught 6 in under 3 days. That's 6 more mice than the HOA has caught or attempted to catch. They are a disgrace and also let the property plants die and refuse to call groundskeepers. This company is just taking in monthly payments and providing no service to their customers.

  

  Business Response

  Date: 01/24/2024

  We have searched our contact database and there is no communication on
  record from this owner.
  
  We did receive a
  complaint from another unit within the same building. This was relayed to the Board
  and reviewed with the association’s attorney to be sure that the mitigation
  direction was correct.
  
  We replied to complainant advising that pest
  control (including rodents/mice) within the individual Units is the
  responsibility of the Unit Owner. The exterior/common area is addressed by the
  Association.  
  
  We also have a draft
  announcement that is going to be issued if the concern continued to be brought
  forward by others, but it was not necessary as no additional concerns
  related to rodents were presented. Please see the communication below that has been approved for distribution from the association's legal counsel:

  We
  are aware that several residents have expressed a need for pest control
  services within their individual units. The Association has taken steps to help
  resolve the problem from the outside and common areas; however, addressing the
  problem on the interior of the units is the responsibility of the individual
  unit owners under both the Summertree CC&Rs and the Arizona Condominium
  Act. 
  
  Section 4.05(1) of the CC&Rs states, “Each owner of an
  Apartment shall maintain, repair, replace, and restore, at
  his/her own expense, all portions of the Apartment…” This duty to
  maintain includes pest control inside of your units. The Association’s duty is
  limited to the maintenance of the exterior common elements.
  
  This
  division of maintenance responsibilities is also supported by A.R.S. §
  33-1247(a), also known as the Condominium Act. This statute states, “Except to
  the extent provided by the declaration…the association is responsible for
  maintenance, repair and replacement of the common elements and each unit owner
  is responsible for maintenance, repair and replacement of the unit.” 
  
  The
  Association will continue with common area mitigation efforts to help prevent
  any further problems but encourages residents to enlist the help of their own
  pest control companies if they are experiencing a pest problem within their own
  unit.”

  “The association is
  not obligated to provide a mice-free environment but only to take reasonable
  steps to mitigate any mice problems”

   

• Initial Complaint

  Date:07/04/2023

  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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20273697.
  
  Cadden never did answer the original question of mine which was to provide me with an updated invoice showing the correct amount due for June/July 2023.  I've never received a corrected invoice for my records showing the correct amount due.  In July they sent me an invoice for 339.00 (approximate) when in reality I had a zero balance due and was paid through August of 2023.  Cadden likes to include massive amounts of rhetoric and unasked for  information so as to confuse the situation.  They never sent an updated invoice showing a zero balance due.  That's fine.  Going forward I will attach their "explanation" to payments I make so they can be confused by their own illogical response.

  Thank you BBB, I appreciate your help in this matter.  
  
  Regards,
  
  
  
  Michelle Lorenzini
  
  
  
   

  
  June but also for the month of July. I sent them an email last week making yet another request for correct payment. In that email I included a copy of the payments that have been made and cleared + the date they were made. They have not responded (and will probably blame the delay in response on the holiday, they ALWAYS have an excuse for their poor customer service) and they've charged me late fees even though my payment was on time. I want to pay my HOA fee through the end of this year 2023 but until they show corrected information Im afraid that they will continue to charge late fees and not post my payments. I feel that Cadden may be unethical in their accounting. I can include all my emails to Cadden and all their rude responses if the BBB needs me to. I don't need them to be nice to me at this point, I've lived here 30 years and they're consistent in their ambivalent, rude behavior. I just want to know the correct payment due for my HOA fees so I can pay correct amt. due.

  

  Business Response

  Date: 07/06/2023

  
  
  Going into 2022- there was a credit of $130.00 and then the
  January Assessments were applied, which brought it down to a $10.00 credit.
  Then we received a check in the amount of $360.80 in January, which then put
  your account as a credit. You then paid $360.00 in March and after that payment
  you were at a $490.80 worth of credit. We then did not receive a payment until
  August, which was in the amount of $360.00 and then a $130.00 payment. After
  that payment the account was in a credit of $380.00.  In September we
  received a payment of $130.00 and the account was at $390.80 in credit. We then
  charged the October, November, December, January, February and March
  assessments, but did not receive a payment until March in the amount of
  $270.00, which left an outstanding balance of of $107.08. Due to the lingering delinquency, late fees and interest continued to be charged.  After that there was a
  payment of $100.00, $300.00 and $339.73, which then caught up with the outstanding
  balance.  Your account is now current through July 2023. A payment of $625 will pay your account through the end of the year. 
  
  Please let me if I can assist you any further.

• Initial Complaint

  Date:03/23/2023

  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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19841496, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  ******* ***
  
  
  
   
  

  

  Business Response

  Date: 03/28/2023

  In reviewing the homeowner's file there is no record that a call was made or any correspondence received requesting fees to be waived. 

  We have authorized the removal of the referenced fees as a one-time courtesy. 

• Initial Complaint

  Date:03/23/2023

  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.

  see Attached document

  

  Business Response

  Date: 04/06/2023

  This Association is no longer a client of ours. Their concerns should be addressed by their current management company. 

• Initial Complaint

  Date:02/13/2023

  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.

  Cadden management for the past 13 months was the HOA where I live. During that time not 1 thing was taken care of including safety issues such as lights being out in the community, pool a complete safety hazard. These things were brought up to Cadden at the one and only zoom meeting we had with them in March 2022. From then on there was little to no response to emails sent to them to get follow up on these issues. I sent them a certified letter and I did hear back and was given an update, however that update stated that there were only allowed to contact the board President. If that were the case why wasn't that shared months before when I contacted them? As a member of the board myself I asked the President if this were true as this has never been the case and was told no. I then emailed Cadden and let them know what I found out and if they were not getting responds from the President about these concerns why did they not reach out to another board member? No response.
  The decision was made to find a new HOA company, which with have recently costing more and they have
  discovered that the reason the parking and pool areas have had not lights is that Cadden never paid TEP - for months. The entire year we had Cadden we saw 1 set of monthly financials.
  Since they never paid TEP I would find it doubtful they contacted TEP about the other light our on my street as well.
  For an entire year they collected their fee and did absolutely nothing else. This also left board members liable to things not being taken care as their monthly fee is to pay for.
  I feel they are in complete breach of contract and were paid for services not received and the community should be compensated for that. Trying to get them to communicate with us has been near impossible which is why I have decided to try this method of communicating with them
  I can show several emails sent to Cadden about concerns that needed to be addressed that were not followed up on.

  

  Business Response

  Date: 02/17/2023

  We tried numerous times to resolve outstanding concerns with this Association and we did not receive sufficient direction from the Board to be able to move forward successfully. As the managing agent of the Association we facilitate management through the directives provided by the Board and communication was so challenging that we ultimately decided to terminate our contract with them. Even after we asked to terminate our contract with them they asked us to continue to manage them on a month-to-month basis which we agreed to do to allow them additional time to seek new management. 

• Initial Complaint

  Date:12/29/2022

  Type:Customer Service 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.

  I have contacted this HOA for issues that relate to the common area upkeep. I have been trying to get someone to come out and trim the weeds because they are starting to enter into my property. There has also been a trampoline that was dumped in the common area that was reported.
  
  No one from the office has responded to my e-mails or my calls. This issues has been going on since June of 2022. Each time we call the office we get the attendant stating that they will leave a note, but nothing has been resolved.
  
  We are withholding the HOA fee until our issues are resolved because we have not received any of the agreed upon services.

  

  Business Response

  Date: 01/04/2023

  The association manager originally responded to this complaint via email on 12/30/22. The response advised that we have contacted the landscape maintenance contractor to ask that they trim the vegetation aware from the complainants view fencing at the rear of their home. We have also responded to address the trampoline concern advising that we have also asked the landscape maintenance contractor to remove the trampoline from the thick brush in which it is located. The original email to the complainant has also been attached as reference. 

• Initial Complaint

  Date:10/05/2022

  Type:Order 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.

  I am a homeowner in a community managed by this company. On multiple occasions, the "Association Representative" has incorrectly cited my property for issues that do not exist. The latest citation, observed on 9/28/2022 by ***** ********, was for "Unauthorized improvement Solar landscape lights" which I do not have. At this point, the inaccuracy of citations is entirely out of hand. The representatives sent by Cadden Community Management are utterly incompetent in their position as they cannot conduct routine inspections accurately.

  

  Business Response

  Date: 10/06/2022

  We are aware that the referenced letter should have gone to the neighbor of the homeowner who received it and we sincerely apologize for this oversight. We will permanently delete this from their record and are happy to write a formal apology.