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:03/13/2025

  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.

  My late brother's condo, located in ******** (******* ******* *******), has finally been sold.
  
  The unit would have been sold earlier. A member of the couple who were purchasing it was there with her agent taking measurements when the president, who happened to be in the building, informed her of the drastic upcoming increase in the fee.
  
  The woman pulled out of the deal, leaving me back at square one.
  
  I received several subsequent offers, one of which I accepted, but none anywhere close to that of her and her husband's of $116,000.
  
  I had paid $195 for a resale package. After the lady backed out of the sale, I was compelled to pay the full amount again in spite of the fact that according to the budget, $100 of it is considered revenue for ******* *******.
  
  I recall either the president or another key figure stating that the primary purpose of the resale package is to build up the reserve fund.
  
  Recently, the president of the HOA e-mailed me to insist that no part of the resale package fee goes to ******* *******.
  
  It doesn't make sense that for the management company to gather up the documents and forms that comprise the resale package, would cost them $195. Furthermore, the second one had a $7 surcharge added to that amount.
  
  Again I turned to the Internet, and if I trust the contributor, they confirmed that one shouldn't need to pay the full amount all over again for a second resale package; only what it would cost to provide the necessary updated document(s).
  
  I really believe the management firm (REI, ** **** *** ******** ** *****; ###-###-####) should refund me most of the cost I paid for the second resale package.

  Business Response

  Date: 04/21/2025

  The resale certificate fee of $195 is paid to REI to prepare the resale certificate. In some associations, REI remits back $25 to the association. This individual had two resale certificates prepared for $195 each. Resale certificates are good for 30 days, so after 30 days a new certificate needs to be prepared. They requested a resale certificate on 11.21.24 and they received that resale certificate on 12.6.25. Then on 1.24.25 (more than 30 days after receiving the previous resale certificate on1.24.25) they requested a new resale certificate. This individual was credited back the $7.20 for each resale so they only paid the $195 for each resale certificate.

  Customer Answer

  Date: 04/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The second resale package assembly had the benefit of the first one. All that might have had to be done was to revise a few of the figures, which shouldn't have taken the amount of time to require the same cost as the initial package.

  So all it amounts to is another "canned" response.
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 04/23/2025

  As previously advised, a resale
  certificate is good for 30 days and the second resale certificate was ordered
  30 days after the buyer received the first resale certificate.

  Thank you. 

  Customer Answer

  Date: 04/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The fact that a resale package is only good for 30 days is irrelavent to the real issue that I shouldn't have had to pay the full cost a second time when all that needed to be done was to replace two or three pages. The rest of the package could have still been used.

  They are probably covering for the HOA president, who tries to take in revenue by whatever means available.
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:08/07/2024

  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.

  REI is a property management company that does not follow the ** statute for common interest associations. As a unitowner you have the right by the statuted to request and see all HOA related docs spelled out in the statute for the past year. I have been asking for these docs since REI was employed and now they have sent me a bill for $1500 dollars to prepare these docs. They will not let me see these docs without first paying this fraudulent charge. This is a violation of the **** statute and REI should be penalized for not only preventing unit owners from exercising their rites but then also harassing them with fradulent invoices and other threats to make living in the neighborhood difficult.

  Business Response

  Date: 09/05/2024

  Russ ******** made a multi-year, voluminous request for records from his community association.  We estimated the cost to produce the records and Russ ******** agreed to the charge and told us to proceed with the work.  Once we completed the project, we sent Mr. notification that the records were ready, and the association sent him the bill.  Since then, Mr. ******** has refused to pay the bill, and the records he requested remain with us.

• Initial Complaint

  Date:02/02/2024

  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.

  Property management company for *********** ***** *** community in ********** *** They instructed me to pay to have my son’s rim replaced and remounted. (235$) and they would have accounting send a reimbursement check mailed same day as I presented the receipts. In letterhead in email. Now they will not cover this

  Business Response

  Date: 03/06/2024

  The association board had indicated to management that
  they would pay the bill in question.  REI
  communicated that to the owner based on what we were told by the board.  Before the transaction was completed, the
  board membership turned over and the new board reviewed this matter and changed
  the original decision.  The homeowner's
  son had reportedly done tire and rim damage hitting a pothole in the
  community.  The board questioned the
  integrity of the report because (1) it was not reported in a timely fashion,
  (2) if the vehicle was traveling at the community speed limit (15 mph) the
  amount of damage would not have occurred, and (3) the pothole was not very
  deep.  Based on that, the board refused
  to pay for the damage the owners son did to the car.

  Customer Answer

  Date: 03/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  

  documentation was provided as requested   It was paid in that regard  based off the emailed response from the management company   The literature clearly states so and the rejection is well after I was informed to pay, submit documentation and reimbursement would be provided.  The management company job is to make 100 certain of this   I hold th accountable  you can’t decide to overturn an in writing approval after I’ve completed the required steps.  This rejection came well after i was informed to complete the job   Submit the required payment docs and a check would be hand delivered by REI STAFF

  
  
  
  Sincerely,
  
  
  
  ******* *****

  Customer Answer

  Date: 03/07/2024

  I’d also like to add that there is supporting data from the highway dept to validate that hitting potholes at low rates of speed cause wheel damage. Alignment issues and flat tires    The 1st posted speed limit sign is right at the exact location of the pot hole (still not fixed and they have a fiduciary duty to do so) and it’s not marked not lit up, there is no cone or tape to caution homeowners or guests. The speed limit is presumed to be 25mph until a posted speed limit is presented.   And even so. That’s doesn’t excuse your damaged roadways.  In closing I have the literature that this organization wanted documents to support costs associated with the agreed upon repair.  I have documented their agreement to have me pay for it and the reimbursement in check form would be delivered.  That’s a contract in agreement.  Once the job was completed they failed to meet their end.  

• Initial Complaint

  Date:11/07/2023

  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 reside at the **** ***** ************ in ******* **. REI is the management company that oversees the property. On September 14th I woke up to a water leak in my bedroom ceiling. REI sent someone over in the afternoon to check it out. He cut a hole in the sheetrock in the ceiling and had to pull a lot of the insulation out of the ceiling because it was saturated with water. One of the gutters on the outside of the building had broken and that was why it was leaking into my bedroom. The guy said that someone from the association would be in contact with me about fixing the hole in my ceiling. As of today, November 6th, it has still not been fixed. No one from REI has ever reached out to me concerning this. I have called and left messages and they don't return my calls. I can't sleep in my bedroom right now because there is freezing cold air coming in and it's like an icebox in there. I have given up on getting any help from REI and have begun to do the repair myself, which I shouldn't have to because it's their responsibility. These people are the worst.

  Business Response

  Date: 04/21/2025

  REI returns all calls and emails promptly. In this case, the owner made the repair and then advised REI of the same. The issue was resolved with the owner.

• Initial Complaint

  Date:11/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  REI needs to fix my unit's ceiling, floors and wall due to an incident that had occurred that wasn't our fault. They stated that they put a referral in to have it fixed but have been ignoring my emails and don't call me back. its been almost 8 weeks living with no ceiling, exposed wires, fiberglass and debris and no one has contacted us to fix our problem when REI said they would. They are neglecting my unit and my well-being.

• Initial Complaint

  Date:08/04/2022

  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.

  REI has acted in an unfair way, going as far as extorting me into paying them money unfairly.
  
  They sent me a request for filling a template for vehicle registration. As soon as I received it, I filled it and sent it back to them.
  
  However, they claim to have sent it earlier but I had not received it. Because of that, they considered my filling of that paper template late, and they charged me a fee of 400$.
  
  I appealed that fee but they declined and started to threaten me with foreclosure and attorney fees. They started extorting me that if I don't pay the 400$ they will send an attorney and then I will have to pay upwards of $2000.
  
  These practices are nothing but extortion and abuse of consumers. When I reach out to REI, they never respond in a timely manner. They have not sent the request for the Vehicle Registration template earlier but just assumed that I would fill it. They did not give me a chance to fill the template before they assessed their $400 fee and they used threats and extortion to get me to pay the fine.
  
  I want to get a full refund of the $400

  Business Response

  Date: 04/12/2023

  On behalf of the community association, and at board direction, REI sends out a vehicle registration form to all owners each year.  If an owner does not submit the form, we send a reminder.  If they still do not submit the form, we send a formal warning letter.  If they still do not submit the form, they are sent a fine hearing letter – the hearing is held with the owner and the board.  The board then makes the decision whether to fine or not.  If they do levy a fine, and it is collected, the income goes to the association and not REI.

  If fines are not paid, they accrue late fees.  Once the balance of unpaid fines and late fees reaches a certain level, as per the associations collection rule, the owners account is turned over to their legal counsel for collection.  Any legal fees incurred are charged by the association to the owner’s account.

  The owner had multiple opportunities to correct this simple request and avoid the warning letter, the fine hearing letter and legal collection enforcement process.  The owner has violated this rule in multiple years.

  Customer Answer

  Date: 04/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the REI group did not notify me in due time and did not send me appropriate communication to let me know that I was in violation of the rules. The only notification I received was one stating that I have a fine to pay and they did not even allow me to to contest it. They wanted me to travel many miles to come to their hearing (all at my cost) after which they rejected my plea. Their process is unfair and does not take into account that they don't notify the account holder of any notification until they decide that it is violating their rules. When you call REI, no one answers the phone, you leave multiple messages and they don't respond - they only send you emails and collect checks. I reject their response vehemently and request that they reimburse me for all the lost time and productivity and that that they return my money, which they forced me to pay under threat that they would start legal action against me, and potentially even cease my property, which is extortion in my view.

   

  I demand that the BBB starts an investigation of REI practices, which are unfair to all their customers.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 04/18/2023

  All owners of the association were notified, on multiple occasions, about the annual requirement of updating various information that the association requires.  Those that did not comply were sent warning letters.  After warning letters were sent, those that did not comply were sent fine hearing letters.  After fine hearing letters were sent, those that did not comply were assessed fines by the associations board of directors.   The board reviewed the correspondence history with this owner, and all owners not in compliance, and then voted to levy fines.

  Customer Answer

  Date: 04/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was not notified of the violation until it reached the fine stage. I was only notified that I had a fine to pay. This business is not telling the truth. They just sent me the notification that I had to pay a fine. When I inquired about how come I did not get a warning, they said I did but could not produce any proof that they had notified me. I only got aware of the violation when it was already a fine. They don't even follow their own procedures.

  I request that they rectify this by compensating me for all the harm they caused. The extortion approaches need to stop and they need to be exposed for the wrongdoing they do to other members.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 07/12/2023

  The association (our client) has a rule that requires owners to update their vehicle information each year or in between if there are any changes.  Owners are notified about the annual requirement.  Those that do not file are sent reminders, warnings, and then fine hearing notices.  This owner did not adhere to the process and was fined by the board of directors following a hearing.  He was not fined by REI.  The fines are income to the association and not REI.