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:09/18/2024

  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.

  Yesterday at 11 am, I contacted 360 *** to report that the main line had backed up into my property, and I requested a plumber. The representative advised me to call my own plumber and seek reimbursement, which I declined, as this issue has occurred before.The plumber arrived at 2:30 pm and confirmed:The backup was from the main ******* was black water.A restoration company was needed.Later, I was informed by the plumbing company that the *** would not cover the restoration costs, claiming it was the owner's responsibility. When I contacted the *** again, I was given Brittanys email address and told I had to communicate via email, as there was no phone number to reach her.I emailed ********, explaining that this was a main line backup involving black water and requested an immediate resolution. She responded by citing Section 8.3(F) of the CC&Rs, stating that interior water damage is the owners responsibility, regardless of the source. The ***, according to her, is only responsible for repairing the leak, while any subsequent damage is on the homeowner.I then confirmed with the plumber that this was not a leak, but an overflow and backup, and relayed this information to ********, requesting a phone call. Her response was that I should contact my insurance and begin remediation in my unit due to the health risks.This issue has been ongoing since 2020. In 2021, my plumber warned 360 *** via email that this would continue unless a backflow valve was installed, which they ignored. Written evidence from four years ago demonstrates that 360 *** has been negligent in resolving this issue, and they are now refusing to take ***************** home has been contaminated by black water, and no resolution has been offered by ******** or her team. I request immediate action to address this ongoing problem.

  

  Business Response

  Date: 02/03/2025

  We apologize for the delayed response. We understand that plumbing issues and water intrusion can be frustrating, and we want to clarify the responsibilities outlined in the **** governing documents.
  
  We would like to emphasize that 360 Community Management does not set the rules for Terrace Green I; we operate in accordance with the established governing documents and cannot approve deviations from these rules.
  
  Regarding the plumbing concerns:

  In 2021, the homeowner mentioned in an email that their plumber recommended the installation of a backwater valve (which is different from a backflow valve). Our office requested a written report from the plumber, but no such report was ever received.

  In 2022, the Association proactively replaced a section of the sewer main, as recommended by the Associations licensed plumber.
  When the backup occurred in September 2024, our office responded promptly by dispatching a plumber. The blockage was cleared, the sewer line was hydrojetted, and the line is now being treated with RootX to address any tree root intrusions.  

  In October 2024, the homeowners also asked for, and were provided with, information on how to submit a request for a backwater valve installation. However, no follow-up request was ever submitted by the homeowner.
  
  It is important to note that, per the **** governing documents, while the Association is responsible for maintaining and repairing common plumbing lines, homeowners are responsible for any resulting interior damage or remediation within their units. As we have previously stated, we encourage homeowners to consult their homeowners insurance provider to address such concerns.
  
  There was no negligence on the part of 360 Community Management, and we remain committed to ensuring the proper maintenance of the community within the guidelines of the governing documents. If you have any further questions, please do not hesitate to reach out.