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:09/16/2024

  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.

  A pipe busted into my home from the owner above me. According to the bylaws, the *** is responsible for that pipe. This happened January 15 and it is now September 16 And the claim has not been closed. I had contractors come fix my house and they have not been paid by the ************* so now I have a lien on my home. I cannot move or sell my house until this is taken off. They do not return calls. They do not return your emails and there is no communication. Of all this, they would not give me their companies information. They say they will call you back but then tell you via email. They can respond via email.

  Business Response

  Date: 09/27/2024

  Custom Management Group (CMG) acts solely as the agent of the Association in the performance of its duties under the governing documents.

  CMG exercises no control, responsibility for activities conducted or circumstances existing on the property, as the Association has the sole power to make decisions regarding the property. 

  Because the complainant turned off the heat in the unit while she was out of town during freezing tempatures, the pipe froze and broke, flooding the unit.This matter is with the Carrier for a decision on coverage.   

  For the BBB, ***********, please review the email sent to you on this matter.

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22295224
  
  I am rejecting this response because:

  I did not turn the heat off when leaving. The thermostat had died and that was out of my control. Its in the report from my personal homeowners insurance. Its the fact that the claim has taken so long and hasnt been resolved in a timely manner and the lack of communication on the **** part. 
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 10/22/2024

  Your conversation with the Association is on recording and you definitely did admit to turning off the heat.  It is in the Plumbers report as well.  Once the claim is turned over to the carrier, it is in their hands.  The Association nor the management company has any control over the insurance carriers process.  They will communicate to you their decision.

• Initial Complaint

  Date:01/15/2024

  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.

  I pay for *************** twice per year. Every year, the rates change. There is an autopay option, but it lacks the option to adjust my payment automatically to have my balance "paid in full". Instead, I must dictate exactly how much each auto-payment will be. This would be fine, if the rate changed extremely infrequently; However, rates DO change frequently, with every other payment being at different rate. As such, I have to go in and adjust it every other payment, since the payments are due twice per year. This absolutely negates the existence of an autopay option, the purpose of which is to allow users to avoid the massive $50/month late fees and have the payments taken care of automatically.I have asked this business to provide a simple "Pay in Full" option, which would pay my full balance at the appropriate time, rather than merely a static, customer-defined amount for a constantly changing balance (this results in an unpaid balance and will incur $50/month late fees) They have refused to add this option, claiming it cannot be done. This is obviously incorrect and an absurd claim as websites are changed all the time. I believe they do not want to provide the "Pay in full" option because they are making so much money on late fees because of their intentional omission of the "Pay in Full" option on their autopay. I also believe they built this essentially inoperable AutoPay function to signal to potential customers that they technically have an AutoPay option, while rendering it effectively useless.I find this to be both false advertising and a predatory practice specifically designed to leech extra income from their unwitting or docile customer base. I as a home-owner (customer) have minimal input into who manages my ***, so the *** should be held to a higher standard. Also, it is very tedious and time consuming and expensive for an *** to switch *** management.In this age, when AutoPay is the norm, it is incumbent upon the busness to provide REAL AutoPay

  Customer Answer

  Date: 01/22/2024

  To Whom It May **************** style="color: inherit; margin: 0px; padding: 0px; font-size: inherit; font-family: inherit; font-weight: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; border: 0px; line-height: inherit;">

  Concerning Complaint ID ********:

   

  I have been contacted by the business in question. It was made known to me that after my initial complaint to the business directly, even though they'd initially declined to resolve the issue, the business, in fact, DID resolve the issue. 

   

  Although somewhat unorthodox, I am perfectly happy with the resolution presented by the business. I therefore wish that this BBB complaint be closed or removed.

   

  Thank you for your efforts in ensuring good business practices. I regret and apologize for taking up your time with an issue I was unaware had already been made right.

   

  Sincerely,

  ***************************