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:03/10/2025

  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.

  Have reported 2 security lights out in our parking lot - this is a security and safety issue - this was reported back in Jan 2025 and no one will respond - I have also placed calls and they are not returned - 2 security lights are burned out by parking space 13 and space 17 - again this is a safety concern at night when coming home

  

  Business Response

  Date: 03/11/2025

  We are truly sorry to hear about your negative experience with our company. Your feedback is very important to us, and we take your concerns seriously.
  
  
  We apologize for any inconvenience caused by the delay in responding to your repair requests, especially those involving safety issues. This is not the level of service we strive to provide, and we understand how frustrating this must have been for you.
  
  
  During the transition of Bridgeview between the previous manager and the current association manager, the work order created by you must have been misplaced or overlooked. We sincerely apologize for this oversight.
  
  
  To permanently resolve this issue, a new work order has been generated for CBM maintenance to replace the two lamps in question and any others noticed. This should address and resolve your request.
  
  
  Please know that we are committed to improving our processes to ensure that such oversights do not occur in the future. We appreciate your patience and the opportunity to make things right.
  
  
  If you have any further concerns or need additional assistance, please do not hesitate to contact our customer service team directly at ************** or *********************************************.
  
  
  Thank you for bringing this to our attention.

• Initial Complaint

  Date:08/09/2024

  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.

  I am writing to express my deep dissatisfaction with a recent towing incident that occurred at our *********** complex (under CASTLE BRECKENRIDGE). Despite following all the rules and having the necessary parking permit, my vehicle was towed from what was clearly marked as overflow parking. I believe this situation warrants immediate attention and resolution.Here are the details of the incident:1. Parking Space Description: (a) The parking space in question was labeled as overflow parking. (b) I had a valid parking permit and parked my vehicle correctly within the designated area.2. Towing Companys Reason: (a) The towing company claimed that the parking space was too small for a regular-sized vehicle. (b) However, this contradicts the clear signage indicating it as overflow parking.3. My Concerns: (a) I feel that both the Las Casitas complex and the towing company are taking advantage of this parking space to impose unlawful fines. (b) The inconvenience caused by the towing incident and the associated costs (including the towing fee) are unacceptable.4. Resolution Request: (a) I kindly request that the apartment complex rectify this error promptly by ensuring accurate signage and proper enforcement. (b) Additionally, I expect reimbursement for the towing fee incurred due to this unjust towing.I appreciate your attention to this matter and hope for a swift resolution. As a resident, I value fair treatment and adherence to the rules established within our community.Thank you for your understanding, and I look forward to hearing from you soon.Related photos are attached. I also have the recordings with the towing company, let me know if you need those as well.

  

  Business Response

  Date: 08/09/2024

  We recognize that having one's vehicle is distressing. The vehicle was towed in accordance with policies and procedures that are outlined in LAS CASITAS OWNERS' ASSOCIATION RULES & REGULATIONS for parking.

   

  The vehicle owner has several prescribed steps he may take relative to this dispute between the ***** of ********* of Las Casitas and himself:

  1. email a copy of the vehicle tow ticket that the owner received to the managing agent, CBM **** This will include a photo of the vehicle itself where it was parked prior to the tow.

  2. Make a request in writing for reimbursement.

  3. And attend the next regularly scheduled meeting on the third Monday of September.

   

  This tow took place within the last 24 hours. CBM *** has not had an opportunity to review the tow ticket. CBM *** is the agent for the homeowner association. CBM *** did not tow the car, it did not authorize the towing, and it was unaware it was towed. The dispute is between the tow company itself that towed, Western Towing, and him. They are contracted to tow.

   

  The owner may attend a meeting to dispute the tow and have the policy for towing reviewed. The ***** of ********* is responsible for approving the rules and regulations, including the parking rules.

   

  *********************************, CEO, Managing Agent, CBM ***

  Customer Answer

  Date: 08/10/2024

  
  Better Business Bureau:
  
  The business had contact me again and saying they will review Monday. They also ask me to remove BBB compliant for now. Thanks for your help! 
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  Date:12/23/2022

  Type:Billing 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've just received a statement from Castle Breckenridge indicating that I owe $21.50 in delinquent/collection fees for September's *************** HOA. I have bank records showing that I paid the $165 HOA fee on 8/29/22. I am disappointed that a professional management company could make such a basic error and then not inform me until nearly four months after the fact.

  

  Business Response

  Date: 12/24/2022

  We reversed the fees and emailed ****************. We recommended he sign up for autopay instead of using billpay to make payments. We aren't sure why it took 30 days to receive and process his payment. All information on the check was correct.

• Initial Complaint

  Date:09/27/2022

  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.

  This company manages my HOA (Meadow Creek Ranch). We have been getting charged late fees on our *************** / payments since some time last year. The payment booklet coupons for 2021 and 2022 state that the due date is on the 30th of that month (quarterly). However, late fees have been charged starting on the 21st. We received no communication that the booklets were incorrect or that the due date had changed. I called Castle Breckenridge on March 31, July 1, July 6, and July 7. My messages went unanswered and when I finally got in touch with the receptionist for our HOA manager she said that she would pass the message on so that he could address it with the board. I received no follow up phone call. On September 6, I called again. There was a new manager who also said it needed to be addressed with the board. I told her that the previous manager said he would take it to the board for approval and never did. Given this information, she asked me to email her a copy of one of the booklet pages showing the date. I emailed her with this information on September 8 and all she did was reiterate taking it to the board but did not apologize that it was not already taken to the board or offer to expedite the request given that I'd been contacting them for over 2 months regarding this issue. Attached is our account statement with the dates highlighted where we were charged late fees after the 21st instead of the 30th as indicated on the booklet page. The June 2021 payment is highlighted because I actually mailed a check dated 6/28 on 6/18 but they claim not to have retrieved it from the lockbox until 7/1. A copy of the booklet coupon showing the 30th that I emailed her is also attached.

  

  Business Response

  Date: 09/28/2022

  We reviewed your ledger and agree that some mistakes were made. We are going to reverse late fees and interest from October 2021 to current. That comes to $58.77.

  For future reference, payments are due on the 1st of the month (quarterly) and late on the 30th. The collection policy technically says payments are late after the 15th of the month, but that document is based on the payments being due monthly. We are erring on the side of caution and allowing 30 days grace ****** instead of 15 days. Some of your payments are being received close to the 30th. We suggest making your payment earlier in the month to minimize the risk of incurring any late fees. You can also sign up for automatic payments online with a credit card or bank account, so you don't have to rely on the mail service, which can be unpredictable.

  We apologize for any inconvenience this caused you. We will email you an updated statement when the adjustments to your account are complete. Tell us why here...

  Customer Answer

  Date: 10/03/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  ***************************