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:08/08/2024

  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'm an owner for over 10 years at the ************************ ************ and ***** started managing our complex this year, and for the first time ever I started receiving a flurry of letters for a copy of my lease. I felt, and still do, that this is very inappropriate since they are not a party to my tenant-landlord agreement. And, after several inquiries to their office, ****** finally explained where to find this under the association "rules" for this requirement. So, it was sent in TWICE this past June, (the second time certified), and yet received another letter on July 1st with a fine for my lease and $100. That said, I never received any answers from them as to how my lease is stored and who has access as they only have PO Boxes in ******, ** and Phoenix, ** listed on our portal, the latter one for dues payments is how it was explained, and so I sent a certified letter on 7/11/2024 for a copy of our association management contract and that I would pay any copy expenses.After a few weeks had to outreach to a Board member who said I needed to ask them for their "record request form" (like how would I know their procedure), and then I did so and ******************************* reply was he could not read my "cursive" handwriting, then he wrote, "no need to re do it", but of course a few days later I did re do it in print. Still waiting for this information and have also requested the landscaping and pool contracts.Please review Colorado House Bill 12-1237 as owners have a right to inspect records, contracts being one of them within the past 2 years.

  Business Response

  Date: 08/08/2024

  We would like to clarify a few points regarding the complaint:The complaint appears to be directed at M&M Property Management. However, it is important to note that the issue in question pertains to the enforcement of covenants by the ***************************** *********** (***), not M&M Property Management. The Brittany ********* *** is responsible for enforcing its covenants and managing compliance issues within the community. The violation mentioned in the complaint is still open and valid according to the covenants of the Brittany ********* ***. M&M Property Management cannot comment on individual owner issues in a public forum due to Colorado State Statutes that protect the privacy of homeowners.The homeowner has the right to request a hearing with the board to discuss their violation. This can be done in an executive session with the board of directors, ensuring the homeowner's concerns are addressed in a private and appropriate setting.
  The records request was received and clarified on August 7, 2024. According to Colorado Statute, the *** has 10 days to respond to such requests. Therefore, the *** has until August 17, 2024, to provide the necessary response. Given that today is August 8, 2024, there is no validity to a complaint regarding the response time at this juncture. We hope this clarifies the situation. If the homeowner wishes to discuss their concerns further, we encourage them to request a hearing with the board as mentioned above.

• Initial Complaint

  Date:11/13/2023

  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.

  We live in a condo community named *********** that is managed by M&M Property Management. Currently, our home is under contract to be sold. Unfortunately, more than halfway through our transaction a "potential special assessment" popped up on our buyers lenders end. Without any clarification on this "potentential" assessment, they are unable to move through. After learning of this we also learned of multiple other transactions in this community going array because of this matter. We have been in constant contact with MM about this to receive zero help or concern about the issues this is raising. This matter stems from a hail incident in June 23' the board has tabled the talks about it for 6 months now with zero resolution. Effectively making these condos unwarrantable therefore lenders wont lend on this community.

  Business Response

  Date: 11/16/2023

  M&M Property Management is the *** Management company and makes no decisions regarding the operation of *********** ***. All decisions are rendered by the board of directors at the monthly *** meetings. This owner attended the *** meeting on November 15th and addressed the *** board. The issues they are encountering is the ability of their potential buyers not being qualified to get a loan to purchase a unit. The ***, nor the management company have any control over financial institutions lending to potential buyers. The concerns a seller has should be directed to their real estate agent and not the *** nor its management company.

• Initial Complaint

  Date:09/21/2023

  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.

  On March 8th I received an HOA violation for no ARC request. On March 20th,2023 I sent in the ARC request. ( I received an email confirmation) On April 7th, I received another violation, with a $250 fine, still saying I hadn't submitted an ****** submitted a 2nd ARC that same day. (Received another email confirmation) Then in June, I received another email saying I hadn't submitted an ****** emailed back saying I had twice, they said they did not receive anything so I ended up emailing them a copy. The girl asked when the windows would be put back, I let her know the windows, had been installed incorrectly, but were now in the right direction. She says they don't need to submit the ARC and she will have it viewed at the next walk-through. The July walk-through happens and on July 13th they fine me another $250 for not having an ARC filled out!!! I asked to speak to the manager, I was told he'd call me. I emailed twice the following week reminding them I was waiting on a call, He never called. I have listened to every email since. Now this month( September, because August did bounce because of the fine) I get a notice that I still owe my HOA fee, even though I have auto pay on and no attempt was made. there was no NFW from a bounced check (which means no attempt was made) and the account is in good standing to make the payment. They fine when you are late, so I want to speak to someone, so I called and emailed, still, no one reaches out. I do not want to keep paying because of their system failures.

  Business Response

  Date: 09/21/2023

  In reviewing this claim, it should be noted that M&M Property Management works at the direction of the *** board and has no decision making authority to the decisions of the ***.

  In reviewing this matter, Our staff did reply to her in ticket ****** with communication starting from the respondent on 8/14 and our staff reply same day on 8/14. The respondent claimed and showed proof of payment, which we did acknowledge, but informed the respondent that the bank returned the payment for insufficient funds on 8/7. She resubmitted payment on 8/16 to satisfy her account. The costs applied to her account are in accordance to the *** collection policy and are hard costs incurred by the bank due to her NSF. 

  In regards to the architectural fine, the respondent was provided a courtesy letter as per the *** covenant enforcement policy on 3/9/2023. After no response a 2nd notice and fine was posited on 4/7, another notice was sent 6/8. The respondent did call on 6/21 and was advised to cure the violation an architectural application needed to be submitted. On 7/22 a 4th notice and 2nd fine was posted for continued failure to submit an ARC application. the homeowner replied on 7/26 and submitted an ARC application which was approved on 8/23 and the violation was closed. The two fines of $250 are appropriate per the *** covenant enforcement policy and to date no request for covenant fine waivers from the respondent have bene made. 

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20635843
  
  I am rejecting this response because: You have completely neglected to address my actual complaint. which is your systems failure. Yes, the boards decide who to fine. But they only fined me on the grounds I did not submit an ARC. Which I did, through your system. I have provided the compliance email that I received as an automatic response email from your system , confirming I submitted something. Those are dated for March 20th and April 7th. Maybe you missed the attachments, they are on the original complaint. I will file a waiver with the **** I am hoping you see the submission.

   

  Again, maybe you missed it in the original complaint, I am not regarding August's payment. I am referring to September's payment. I spoke to an employee about this last week regarding how my account reflected I had automatic payment set up, yet my September bill did not get drafted. It also was showing October's would process on the 1st. The employee notified me, that it would not process, and they intentionally did not process September's  because of the issue with August's payment. Which I understand, but no email was sent out saying this, and it was not reflected on my account. This has since been corrected, but again, another system issue.

  Please address these issues. 
  
  *******************************************************

  Business Response

  Date: 09/29/2023

  The respondent indicated they will seek a waiver from the board, which follows the process identified in the governing documents. M&M Property Management is not the board, nor the entity the respondent has an issue with. This matter should be closed.

• Initial Complaint

  Date:09/18/2023

  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.

  In August of 2022 I reported a leak in the foundation of my basement townhouse. The *** is responsible for all exterior problems. They tried to tell me it was a window and they weren't responsible. I have a lot of proof that it is in fact a foundation leak. They have since admitted they are responsible but are refusing to fix it now after over a year of leaking. They hired a contractor to come and hydro jet and now the problem is way worse. Every time is rains we have to vacuum out the hole's that were dug and left there and the basement that continues to leak. Mold is growing and we've had to move due to the problems this is causing so my daughter does not continue to be exposed to this mold and health problem. They have continued to ignore my requests for updates on where they are with fixing the issue. They have told me to not post on social media and the latest email said to stop emailing them. This has gone on long enough and I'd like to not go to court to protect the other members of the community by not causing legal fees, but I'm at my last resort and need resolution ASAP.

  Business Response

  Date: 09/19/2023

  The respondent lives in a *** community in which our firm manages. The decisions of the *** are made by the volunteer board members and not our firm. This complaint should be directed at the ***, not our firm. The respondent is well aware that the *** has hired an engineering firm to review the issue and has had a vendor in her home on several occasions. The respondent emails the office weekly and received updates each week, that the engineer and vendors are working towards a resolution on any exterior issue. The *** board meets monthly and while invited the respondent has failed to attend most meetings. The respondent did  attend the August meeting and met with the board who reiterated the progress being made and the complexity of the project as it affects 20+ units in the community. The respondent is correct in that the *** is not responsible for repairs inside the unit per the *** declarations' respondent has been informed numerous times of this and unfortunately refuses to accept the *** declarations will continue to provide updates to the respondent as we do all other owners.

  Customer Answer

  Date: 09/29/2023

  This complaint is not resolved as the leaks in my basement still aren't fixed after a year.  I couldn't make the meeting as I am a single mom to 2 teenage daughters that play competitive sports and work a more than full time job. They do not give me weekly updates and in turn they tell me to stop requesting updates and to stop posting on social media about the issues I'm having. I'm one of multiple people in this community that have problems with this HOA who never accepts responsibility for something they are truly responsible for.

  Customer Answer

  Date: 10/13/2023

  Their information is as follows:

   

  M&M Property Management
  18695 *************** #****
  
  ****** ** 80134
  T: ************
  F: ************
  **********************
  
  

• Initial Complaint

  Date:07/20/2023

  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.

  I contacted the company on June 27 with fob issue preventing me into the garage. The company acts as the *** in my apartment. I called six times and emailed 2 times during July but no one got back to me for the repair plan. My property is *****************, unit 402.

  Business Response

  Date: 08/25/2023

  M&M Property Management is the management company for ***************** *** in which the complainant resides. M&M Property Management works at the direction of the board of directors and makes no decisions regarding this property. The complainant is a renter. The ***************** *** communicates directly with the owners of the units and not renters. On June 27th, an irate phone call was received at the M&M offices after-hours by the complainant that they were unable to gain access into the building. The management company is not authorized nor able to allow entry into the building. Owners/renters must use a key and/or FOB to enter the building. We were unable to assist the complainant and requested that they contact their landlord. Shortly thereafter, other residents contacted our office that the front door was vandalized. Upon reviewing video footage the door was damaged by who appears to be the complainant to gain access to the building. The *** incurred several hundreds of dollars damage to repair the door. The complainant who again called the next day using prolific profanity was told that the owner of unit would need to contact the *** management company. The board of directors was notified of the incident provided all recorded phones calls and emails. The owner of the unit was also notified and requested to meet with the board of directors to review the issue and discuss resolution for their tenant and terms for a new FOB/key to be issued. The owner of the unit to this da has failed to reply to any inquiries from the ***. The *** board of directors followed all rules/regulations of the ***. We provided the communication to the owner, invited them to the *** board meeting for a hearing in which they failed to attend. The tenant needs to follow up with their landlord and if they are unable to resolve with their landlord, they should follow up with the proper officials who manage owner/tenant relations. This matter is not an issue with M&M Property Management, but an issue between owner/tenant. M&M Property Management has no relationship and/or legal binding with the complainant. We are unable to resolve nor assit them with this matter.

• Initial Complaint

  Date:05/19/2023

  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.

  I have a rental unit at *****************, during the week of April 24th I was informed that I would need to provide a 2 day notice in order to have the water shut off. I informed M&M on 5.1 that the plumbers could come out on 5.3. I was informed that they could not come out until 5.5. This was an inconvenience and delayed the project but I would never have filed a complaint over this. I wanted to mention since I'm filing a complaint for the following reason:We were told that the water would be shut off at 11am. At 11:15 I called to ask where they were. They said the person coming had just left ****** and would be there soon. I called at 11:37 since he still had not shown up. Same answer, he'll be there soon.I called at 12:12 while I was in a meeting and I don't recall what the excuse was at that time. I did ask them to have the person shutting the water off to call me to tell me exactly where he was and when he would be at the unit and why he wasn't there at 11 when they told us that's when he would be there. I never received the call.I called at 1:24 and this time they said a mistake had been made and he thought he had shut the water off at my unit. I still haven't been able to get an answer as to how this could have been a mistake if I needed to keep calling. But than again, I haven't come across such incompetence in a long time and am not used to such poor service. I asked again to have him call me to let me know where he was and when he'd be at the unit. They said he'd be there by 2pm and I still have not received a call.I called at 2:07 and this time they said he'd be there at 2:30. He finally showed at 2:30 after 6 phone calls! This cost me an additional $750 to have the plumbers and general contractor standing around. Had they agreed to work with me and reimburse me something, I would be happy. But they have refused to do anything for their incompetence and therefore I feel it's necessary to lodge this complaint.

  Business Response

  Date: 08/25/2023

  M&M Property Management is the management company for the community in which the complainant owns a unit. M&M Property Management works at the direction o the board of directors and makes no decisions in the running and/or decisions of this community. The complainant prior to moving into this community has accepted all the governing documents and rule/regulations of the community. The homeowner did schedule a water shut-off for their unit, which does require a 48 hour notice. The request was made on 5/3 and was scheduled for 5/5. The homeowner was given a 2 hour window for the shut-off, beginning at 11am. The homeowner called at 11 as indicated in their complaint and inquired where the technician was. It was explained that this was a window and not a set 11am appointment. The homeowner stated the plumber was onsite and waiting. Our maintenance manager, asked our technician to stop at another job and redirect to assist the complainant. Our technician arrived onsite in the garage and a plumber along with a board member was in the garage trying to perform a water shut-off. Our technician asked if they were attempting the planned water shut-off. The board member responded yes. Our technician assisted the board member and plumber and completed the shut-off. The complainant called the office again as indicated in the complaint and stated the water was still not off. Our maintenance manager explained that the water was shut off and our technician had in fact met with the plumber. The complainant was adamant the water was not shut off and the plumber was not met.  Upon this information, we contacted the board member we met onsite and discovered the unit water shut off was for a different unit and was an unscheduled water shut off. Our maintenance manager immediately had one of our maintenance staff members dispatched to the property to assist the complaints plumber to ensure the water was shut off. As a result of this mishap the complainant was not charged the $40 water shut off fee by the **** We feel that this matter while unfortunate was handled properly and expeditious efforts to resolve were made when notified of the issues. Furthermore, the owner was not charged or the services by the Association.

• Initial Complaint

  Date:08/11/2022

  Type:Delivery 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.

  M&M Management is the *** company that collects payments from ************************, where I live. The mailboxes in our community were vandalized in mid-July, and after almost a week of not receiving mail I had to fill out a repair request to have the mailboxes fixed and mail delivery resumed. The mailboxes were repaired, but about 10 days later, on July 29, we received another email about a repeated vandalism. The mailboxes have apparently been repaired since, but the mailboxes were broken into the third time, so I have not received mail for a week again.The email I received in response to my repair request said "Hello. We had the mailboxes repaired yesterday afternoon and they were broken into again. We are doing what we can but cannot stop the vandalism. Thanks, *********************, CMCACommunity Association Manager M&M Property Management T: ************"The *** collects from us payments of $250 on a monthly basis. Therefore, saying "we cannot stop vandalism" is not a solution; the company could use the collected payments to purchase surveillance cameras and involve ************** I should not be making the above monthly payments for the services I do not receive.

  Business Response

  Date: 08/11/2022

  M&M Property Management does not make decisions and/or run this ***. The complaint against M&M is not accurate as M&M makes no decisions or actions related to the day to day operation of this separate entity.  The *** is run by the volunteer homeowners elected by the owners in the community. The board of directors, meets monthly and all meetings are open to its members. The complainant is encouraged and welcome to attend those meetings. The *** is unable to control crime in the community as the community is accessible to the general public. Furthermore, the mailboxes are managed and controlled by the US *************** The *** board has meet with the local police department and US ************* to make them aware of the crimes in the community. The Police as well as the US ************** stated this is major issue in this area as of late and they are both stepping up efforts to combat it. The *** is not a ************* and the *** did consult with the local Police and the US ************** who is the managing authority of the mailboxes. 

  Customer Answer

  Date: 08/18/2022

   
  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,
  
  ******** Pankeyeva