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:04/29/2025

  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.

  The *** has consistently failed to provide safe, lawful, and transparent management of the community.The community pool is only maintained 3x weekly (though we believe less) with no daily chemical checks, leaving residents exposed to unsafe chlorine levels and potential bacterial contamination. Last year, after a baby pooped in the pool, f**** remained visible for over a week. This is a clear public health hazard. When I asked the property manager about this seasons maintenance plan, she refused to answer and instead cited my unpaid assessment, which is irrelevant to basic safety requirements.Last summer, the ***s failure to maintain the gas grill at the pool led to a gas explosion. The fire **** found the explosion was caused by a faulty gas hose provided by the ***. My husband suffered 2nd and 3rd degree burns as a result. When questioned, the *** admitted they do not maintain the grill because of infrequent use, even though it was used almost daily. After the incident, the *** removed the grill within 24 hours, obstructing the fire ****s further investigation.I have received multiple parking violation notices even when my vehicles were out of town. When I asked for clarification on how violations are determined and enforced, I received no *********** response to reports of rowdy teenagers at the pool, the *** manager sent an email asking grown men in the neighborhood to confront and remove minors themselves. This approach was reckless, inappropriate, and could have easily escalated to violence or legal issues.Requested Resolution:I am requesting (1) daily chemical testing and proper sanitation protocols for the pool, (2) accountability for the gas grill explosion and injury caused, (3) transparent procedures for parking enforcement, and (4) safe, lawful handling of community safety concerns going forward. I also request a formal written response from the *** addressing each of these concerns individually.

  

  Business Response

  Date: 05/08/2025

  We understand your issues.   However, these issues have already been addressed or do not have a resolution HMS can provide.   Further, it is my understanding that the board has been in contact with you many times via email and phone calls.  Thus, HMS is unable to assist you further. 

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23265358
  
  I am rejecting this response because:

  Responding and not resolving are not synonymous. HMS has a responsibility to uphold the covenant but most importantly the laws. 
  
  Sincerely,
  
  ******** *******-******

  

  Business Response

  Date: 05/08/2025

  The *** manager and the Association President have responded multiple times with detailed information to your concerns via phone call and ******** the management company, HMS works at the direction of the board of directors to ensure the governing documents are being followed and upheld.  The issues have been resolved to the satisfaction of the Board.   I am sorry that there is nothing further we can do at this point.   
  
  

• Initial Complaint

  Date:07/23/2023

  Type:Order 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.

  At the start of 2023, this company acquired the company previously over the homeowners association (***) for my neighborhood. With my previous company, the *** fee was paid every October. In October 2022, I paid my *** fees through September 2023. However, once HMS acquired my neighborhood's *** at the start of 2023, they sent a bill for dues valued at the full rate for 2023. At best, the company should only be billing me for 3 months (October, November, December) of 2023, since the rest has been paid previously and I'm not responsible for transfer of funds with companies or whatever else needed to happen behind the scenes. But, this company is impossible to reach. I called and asked to speak with the person whose name was listed in my initial bill. They were not available and did not call back. Since then, I've been receiving delinquent notices. I've called again only to be told that my contact is no longer with the company. And I've since left a message for the person I was told is my new contact to resolve this. Nobody has called me back in months and I can never speak with anyone, but I keep receiving bills.

  

  Business Response

  Date: 08/03/2023

  Good afternoon,

  HMS  Accounting is working on the issue and you should receive an update from them within one week.

  Thank you!
  

  
  

  Customer Answer

  Date: 08/06/2023

   
  Complaint: 20364204
  
  I am rejecting this response because: it is not a response. While I appreciate the company letting me know someone will look into the matter, I cannot accept such a statement as a response/resolution when nothing has yet to be addressed.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/09/2023

  Regarding the rejection of complaint #********.

  An email was sent to the homeowner yesterday, 8/8/23 from *******************, Manager of Client Accounting Services.  Below is the email the homeowner should have received in addition to the attachments.  There are actually 7 attachments **** sent the owner but you only allow 5 so attached are 5 of the 7.  I included the latest late statement.  The owner also received a late statement for *** and June.

  Hello!
  
  Your email was sent to me to assist with your account ledger and payment history for your association dues.  Please see your transaction ledger from the prior management and also the new transaction ledger reflecting balance due of $337.50.
  
  Your board of directors in your community chose to have the assessment due on April 30th, 2023 for the fiscal year 2023. The first statement notice was mailed on March 21, 2023 advising of the assessment amount and due date.  Ive attached all related documents and the monthly late statement sent each month.
  
  Please review and let me know if you have any questions or if you need additional assistance.  You may register at www.hms-inc.net to review and make payment as needed.  Thank you!
  
  

  Customer Answer

  Date: 08/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Additionally, I was contacted directly by a representative from the company. The *** fee amount was clearly explained and we were able to agree on the removal of all late fees and accumulated interest. As such, I have paid the *** fee and I find that this resolution is satisfactory.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/13/2023

  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 pay $220.00 per month so HMS can manage our privately-owned townhome community of ******** Village. They are responsible for maintenance and repair of the outside of our units, landscaping, parking enforcement, and keeping the neighborhood safe and sanitary. During the last year, HMS has continued changing our bylaws putting more maintenance on the individual homeowner. (The roofs are still maintained, repaired, and replaced by HMS.). On June 25, 2023, a storm with 60 mile per hour winds, blew a large 4 foot strip of shingles into my backyard. I called the HMS emergency number and ********************************* assured me a roofer would be there the next morning.As of today, July 13, 2023, after numerous emails, my roof still has not been repaired. There are 6 townhomes, that share my roof, and I have no idea where these shingles came from. The roof issue is compounded by HMS refusal to address the large amount of dog waste and urine accumulating on my immediate neighbors second story porch. My complaints began on May 11, 2023 (with photos) of dozens of piles of p*** and puddles of urine on the porch. These dog owners have a backyard, so this behavior was even more puzzling. HMS denied having any responsibility for this biohazard until I sent HMS our bylaws. Then HMS said a letter would be sent to the homeowner, giving them ************************ start being fined by HMS. As of today, July 13, 2023, numerous piles of dog waste and puddles of pee are still accumulating. HMS also suggested that I contact our Dekalb County animal control and the health departmentall agencies said this was the property managers responsibility! My second story porch is three feet from the dog waste porch, and Im concerned about this waste attracting rodents and insects. As a senior (with health problems) I can no longer enjoy my porch and the prospect of selling my home, with that view is ZERO! Any assistance in resolving these matters would be greatly appreciated.

  

  Business Response

  Date: 08/09/2023

  To Whom It May ***************** am writing regarding the Consumer Complaint #********
  
  The property manager is in contact with the owner regarding the roof replacement and the dog waste issue.  Please note HMS is not responsible for the maintenance, repairs to the outside of the unit,landscaping, parking enforcement and keeping the neighborhood safe and sanitary.  *************** is responsible for said items including the roof replacement.  HMS facilitates plans and instructions of the board. The manager works at the direction of the board of directors and the roof replacement matter is being addressed.  In regards to the pet waste issue,letters have been sent to the owner of the pets and will continue to be sent escalating each time should the violation continue. The end result will be fines added to their account if they choose not to comply.  While HMS knows that this situation is very unpleasant for **********************, we are doing everything in our parameters to address the issue.  It was recommended to contact animal control and for ********************** to speak with her neighbor as well.  The manager has been working with ********************** and has explained our role in this and has provided different options.  We do feel terrible that the pet owner has chosen not to comply but we cannot force him to be respectful of his neighbors.
  

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20315505
  
  I am rejecting this response because:
  This is ******************************** not  (*****************************.)
  
  Firstly, I did not need a roof replacement!  This was weather-related damage that HMS should have handled immediately.  It took 18 days.  Fortunately, these were old shingles left on when the roof was replaced. In 2021. 
  I agree to close this (the roof repair) part of my complaint.
  
  HOWEVER, HMS is responsible for overseeing the maintenance, security, and enforcement of our HOA bylaws. To read HMSs response, one wonders why pay for a property management company at all?
  The accumulation of the dog waste began on May 11, 2023.  The property owner was first contacted by me.
  The dog p*** and urine continued and this is when I contacted HMS.  Our property manager, ************************* first response was there was nothing in our bylaws to prevent this biohazard. 
  I presented her with (3) bylaws that pertained to unsanitary, noxious activity, and a nuisance bylaw.  Thats when she changed her story and said she would mail them a letter, giving them 30 days to comply or fine them. 
  After the 30 days elapsed, on June 11, 2023, I contacted ********************************* again inquiring when the fines would begin. She told me this was a privacy issue.  Thats when I began contacting numerous Dekalb County agencies.  This took many weeks to receive responses from some of these agenciesthe p*** accumulatedbugs and rats were spotted.
  I contacted ********************************* numerous times during the next month, and on July 18, 2023, ******* suggested I talk to the neighbors again.  Her manager, ************************* told me, sometimes you just get bad neighbors?  
  Fortunately, I finally found the correct agency WITH NO ASSISTANCE FROM  HMS!
  On July 19, 2023, Avondale Estatess Code ********** Officer ******** responded immediately. He viewed their porch (covered in dog feces) from my porch. (See attached photo)
  Officer ******* gave the homeowners 30 days to comply or go to court.  The p*** and astroturf was removed THAT Day! It has not returned.
  I didnt hear from ********************************* again until Thursday August 10, 2023 When she sent an email.
  (See attached photo)
  Obviously this email was triggered by my BBB complaint and is THREE months after the p*** complaints began.
  I do not feel that HMS responded in any way to this complaint, nor do I want this removed from their BBB file.
  Its important that other consumers have clear knowledge about this type of incompetence and take their business elsewhere!
  Attached are the 2 photos mentioned above.
  I have many more, if needed.
  And all of the email correspondences, if needed.
  

  
  

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

  

  Business Response

  Date: 08/17/2023

  Regarding Complaint 20315505

   

  To Whom It May *************************** style="font-size: 0.875rem;">HMS is sorry you're not satisfied.   We executed our job in the way that we saw was appropriate and as stated, the matter has been resolved."

  Thank you.

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20315505
  
  I am rejecting this response because:
  HMS did nothing to resolve this issue. ******* resolved the issue through my city ordinances and code enforcement ******** ******* would like this complaint to remain on file against this company.  Consumers should be informed!

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

• Initial Complaint

  Date:12/17/2022

  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.

  This *** manages the townhouse where I live. In all my experience of staying at different homes and townhouses, I have never experienced such a lack of responsibility from the *** and the Board. The issues are numerous but the biggest one is around shutting off water with 30 min notices via email for 6-8 hours on average. This is first -world country. These notices come at least twice a month and they come at any time of the day where they expect people to immediately get off what they are doing and start making alternative arrangements for water. I have told them multiple times that you should do planned maintenance at least once a quarter, but no; they will inconvenience everyone at the community with these short and frequent notices. I have been living here since 2010. It seems that with the successive Boards and *** companies, the management is getting worse every day. They respond to emails only after the 3rd reminder, if they do at all. I have asked them to add me to their **************** no response. It is a very comfortable arrangement. The *** will say we are directed by what the Board tells us to do. When I ask them to provide the names of the Board members so that I can reach them directly, they will not reveal that. So, no ownership on any side.Every time the water goes off for hours on end, I have to go out and buy bottles of water to do practically anything in the house. Who is going to pay for them? They want all the *** payments on time. However, when it comes to service, every one is missing in action.They are supposed to cover the house roof, and I had told them that there were broken shingles that needed to be handled. No response. They had brought in some cheap contractor companies to paint the homes a few months ago. They created such a mess in the back yard and painted over the windows that they stuck. I had written to the *** many times that someone needs to come and look at the windows and the backyard mess. No response or resolution.

  

  Business Response

  Date: 12/27/2022

  Hello,

  I have reached out to ********************************* to speak with her about the complaint so that I can respond to BBB in a timely manner. However, her voicemail is not set up and it would not allow me to leave her a voicemail to call me. I sent her a email immediately after the call. Once I speak with her I will respond back to you. 

  Thank you so much,

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

  President/COO

  HMS

   

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18603151
  
  I am rejecting this response because:

  *********************** reached out via email asking again what the problem is. The issues are already stated in detail in the complaint, and I have responded back. I received an out of office from ***********

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

  

  Business Response

  Date: 12/29/2022

  HMS is only seeing one complaint from **** and that was that someone is talking on the phone in the street at night and it wakes her. She was threatening the manager, ***** saying that she and her husband now need therapy due to the person talking on the phone in the street. Her windows and door are open and that is why she hears the noise. **** said she will not pay her *** assessments until we pay for her therapy. 

  The water was turned off with little notice due to an emergency leak. We do not know when an emergency will occur but notify the homeowners as soon as it does occur. If it was planned the water is to be turned off then a substantial notice would be given. 

  **** claims her screen was broken, paint left out and a mess left. The ***** of ********* and the painting contractor both went to see and said there was no issue with her claims. The ***** also says that **** is always wanting the *** to pay for things and doesnt understand what the homeowner is responsible for vs what the *** is responsible for. 

  There is not any record of her calling or emailing about roof issues or shingles broken. 

  Thank you for your time,

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

  President/HMS

  Customer Answer

  Date: 12/30/2022

   
  Complaint: 18603151
  
  I am rejecting this response because:

  There is a lot to be said from ***s irresponsible response. There were numerous emails sent to ***, about n number of issues. I would like the *** to interpret any messages that sound threatening. In fact, they are threatening and hassling residents by turning off water at 30 mins notice for hours on end, every 2 weeks. If an event happens every 2 weeks, then it is a regular event (not an emergency) and needs proactive repair. I had advised them of it multiple times. When I tell them that I will have to hold off part of the *************** because I have significant expense from having to regularly purchase water for household activities, they call it threatening. I sometimes forget whether I am living in a 1st world country, since this *** took over.
  
  I have not even mentioned the noise issues in my complaint to BBB. Residents play basketball and make a commotion till late into the night, children scream and shout loudly at all hours of the day making it impossible to relax or work. This is extremely disturbing for residents who view their home as a place of relaxation. *** seems to think this is a wrong expectation. *** as in every issue had said that this is the owners problem,not theirs. Their suggestion is close up or shut up. There are so many issues that I picked the most pressing ones for BBB and did not even call out the noise issue.
  
  Did the *** even read the complaint to the BBB?
  Which screen did I say was broken? I said that the contractors/someone left a mess in the back yard, AND my husband sent a very polite email requesting that someone come and check out the windows as the contractors had painted over them, and they could not be moved. The *** said that they would send someone over, months ago. We are still waiting. I would suggest that ***** not misinterpret or mis-communicate information, as it does not help anyone.
  
  There were several emails sent on roof and shingles. ***** should find it in her inbox, if she looks. I usually email, as there is never anyone reachable by phone.
  If the Board wants to communicate directly with me, I am all ears. What have I asked for the Board to pay for? Please provide the list, and also send the list for what the Board is responsible for? Send the communication so that residents understand.
  
  
  Sincerely,
  
  *****************************