Complaints

This profile includes complaints for Hometown America Management, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Hometown America Management, LLC has 8 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Hometown America Management, LLC

  110 N Wacker Dr Suite 4500 Chicago, IL 60606-1511

  
• 

  Hometown America Management, LLC

  949 Cumberland Dr Naples, FL 34110-8827

• 

  Hometown America Management, LLC

  1620 Gulf Coast Dr Naples, FL 34110-8338

• 

  Hometown America Management, LLC

  8500 E. Southern Avenue Mesa, AZ 85208

• 

  Hometown America Management, LLC

  13300 Alpine Dr Poway, CA 92064-5718

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:06/18/2025

  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 a settlement Hometown America agreed to do water remediation work at homes in *********, ************* as they placed the foundation too low below grade causing damage, mold and standing water. I have two homes at *********. One has had inadequate remediation work done. I paid for it myself with my own contractor. The second home has been waiting for months to receive the engineer report which is needed to start the remediation work. The engineer was out about 6 months ago. I believe they are trying to run out the clock on the settlement which expires at the end of 2025

  

  Business Response

  Date: 07/01/2025

  Hometown America strives to provide all its residents with well-maintained, professionally managed communities. The Company complies with all applicable laws and regulations, and community management investigates and addresses resident complaints. Consistent with the agreement noted in Mr. ******* complaint, inspections were completed at the two homes he owns in 2021, and remediation work was completed successfully at both homes in 2022 and 2023, prior to Mr. ******* ownership.The prior homeowners did not express additional concerns following the remediation work.
  
  After Mr. ****** purchased the first of his two homes, it was reinspected in June 2024 and based on that inspection, work was done in October 2024. Subsequently, Mr. ****** expressed satisfaction with the work and then shared a new concern about a different area of the site. In response to that, another inspection was completed in November 2024, and additional work was done in May 2025.
  
  Following the completion of that work, Mr. ****** expressed a new concern regarding a third area of the site, and a representative of the vendor who completed the prior work came to look at the area the following week. The vendors representative discovered that the area in question was related to an addition that Mr. ****** recently installed. Due to the installation of the addition, the vendors representative informed Mr. ****** that an engineer needed to complete a new inspection prior to any other potential remediation work being done. That inspection is pending.Subsequently, Mr. ****** informed community management that he had his own vendor complete work based on an engineers report that was provided before the recent addition was installed.
  
  Once the engineer has completed the reinspection of the area that includes the recently installed addition, Hometown America will review and share the report with Mr. *************************** is unable to determine if additional remediation work is needed until the reinspection is completed and the findings are reviewed. Hometown America is not delaying inspections, and in fact, the home site in question has been inspected multiple times and work has been completed because of those inspections. The settlement mentioned in Mr. ******* complaint runs for a 10-year period through early 2033, rather than 2025 as Mr. ****** stated.
  
  After Mr. ****** purchased the second of his two homes, he requested an inspection, which was completed earlier this year. The report related to that inspection was received by Hometown America on June 19, 2025, and emailed to Mr. *******
  

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23488299
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 07/03/2025

  Due to the holiday and preplanned time off by team members needed to review this additional information, Hometown America will not be able to respond fully within 7 calendar days. However, we acknowledge receipt of this additional information and will review it with the appropriate team members and provide a more detailed response by July 18, 2025.  
  

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23488299
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 07/08/2025

  Complaint: 23488299
  
  I am rejecting this response because: The company said it couldn't respond until 7/18. Please keep it open until then. After they respond on 7/18, I will make a decision to accept or reject again. Thank you for your help.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 07/09/2025

  We acknowledge receipt of this information and will provide a more detailed response by July 18, 2025.  
  

  

  Business Response

  Date: 07/18/2025

  Hometown Oak Point I, L.L.C. (Hometown America) has reviewed Mr. ******* follow up comments. Upon request, Mr. ****** was provided with the engineer report for the home he purchased, and management is unaware of claims that such a report did not exist and that remediation work had not been completed.

   

  Hometown America understands the timelines for inspections, reports and remediation work may not always be consistent with those desired by our residents, however, for consistency in managing remediation work and quality in compliance with the settlement agreement, inspections and reports are completed by one engineer and remediation work is completed by one vendor.  

   

  Mr. ****** stated that a drain was installed in March 2025. However, according to Hometown Americas records, the drain was installed in October 2024. Subsequently, Mr. ****** raised a new concern, and another inspection was completed in November 2024. The work identified during that inspection was completed in May 2025. As management previously shared with Mr. ******* the remediation vendor is not able to complete remediation work from approximately December through March due to weather conditions.

   

  Hometown America is not delaying work, and in June 2025, management informed Mr. ****** that while a specific timeframe could not be identified at that time, the work would be done this working season prior to the winter work pause. Management met with the remediation vendor during the last week and anticipates scheduling the newly identified work within the next 60 days.  

   

  If Mr. ****** remains dissatisfied with the surface water inspection program results, there is a process for bringing forth claims per the terms of the court approved settlement agreement. In the meantime, management will schedule the work identified in the most recent engineers report. Hometown America strives to provide its residents with well-maintained, professionally managed communities, and will continue to work hard to make our communities places our residents are proud to call home.

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23488299
  
  I am rejecting this response because:  Its largely fiction and they obviously want an adversarial relationship with the homeowners instead of working with them as it should be. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/22/2025

  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 am listed with my mother, on her mobile home for over a year. As this is her only asset and she was moving to my sisters, I had listed the home for sale. My plans were to list with the *** sales office but their salesperson stopped by prior to listing it with her, as we had discussed. She had interest of a buyer in the community. I told her she could show it to him before listing, but that we had to complete prep and we were still working on an insurance issue. I told her do not bring somebody over there to lowball me. She allowed the elder man to climb a ladder at my mothers home, onto her roof! She had complaints to share. She said he wants to know what you want for it?How to work with someone, whom I did not trust to work in the best interest of my mother, and who could have allowed a stranger to fall off her roof? I had to list with an outside agent for that reason. Lakes of Melbourne will not show outside listings and they do not direct anyone who calls the community, to homes that are for sale by realtor, thereby, prohibiting elder people from reaping what is likely theyre only financial gain at this point. I have contacted the company by phone three times, by email twice, I have spoken with one woman who told me the regional sales manager would call me back, and she did not. It is my contention that they are hindering my mother from selling her home. I have spoken to people about other Hometown America properties andit is up to the neighborhood whether they will work with a realtor. The local realtor has approximately 30 listings and the sales office less than 10. I believe, and have heard of similar issues, people are not using them and are forced to go elsewhere when they dont trust the people running the neighborhood sales office. They are charging a realtors commission, wont show to other realtors, she isnt a realtor!

  

  Business Response

  Date: 02/26/2025

  ****** ********, Regional Sales Manager, contacted ***** ******** to follow up on this complaint. Ms. ******** expressed frustration about the prolonged sale of her mothers home, which has been on the market for over a year with multiple agents. After Hometowns first sales agent listed the home and the initial $76,000 offer fell through due to mold and repairs identified at inspection, Ms. ******** spoke with Hometowns new sales agent. During this interaction, Ms. ******** felt the sales agent mishandled a situation involving a neighbor who accessed the roof, creating a liability. Ms. ******** felt the sales agent was focused on the home's issues and did not manage the situation well, leading her to list with another agent.After a year with no offers, Ms. ******** considered returning to Hometowns sales agent but was uneasy due to past issues. During a call, Ms. ******** apologized for the prior issues, assured Ms. ******** that her concerns would be addressed, clarified Hometowns policy on exclusive listings and discussed market pricing. Ms. ******** appreciated the conversation and felt more comfortable to move forward with Hometowns sales agent, with Ms. ******** offering ongoing support.

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22977484
  
  I am rejecting this response because:

  The response is a reframing of the conversation. I am well aware of hurricanes, we discussed that we are priced at/or below market.  The house had been a rebuild at the are through insurance for a water heater failure. The contractor did poor work and I had to go back through insurance, and a different contractor rebuilt area, there is a four point inspection done and no mold found.  I told you this specifically.

  I did not quantify my discomfort with your sales office it as mishandling a situation. her response along allowing him the roof, or her inspection issues and *** for a poacher. I was assured that she is now a licensed agent. I agreed that after a year she may have learned a lot. I did not express that I wanted to leave my realtor, Ms. ******** said they are currently considering (or working on) a document for an agreement between realtors and LOM. She did offer to be of assistance should I decide to list with HTA

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

  

  Business Response

  Date: 03/06/2025

  Hometown Americas initial response was intended to summarize, rather than reframe, the events that were discussed during the conversation between Ms. ******** and ****** *********
  
  Hometown America understands that Ms. ******** was concerned about potential liability when a prospective buyer accessed the roof of her mothers home. Hometown Americas sales agent did not authorize the prospective buyer to access the roof, and in fact,advised him not to climb onto the roof. However, he did so anyway against the sales agents counsel. Ms. ******** addressed that matter with the sales agent.
  
  Ms. ******** discussed a potential agreement with realtors when speaking with Ms. ********* She also believed that Ms. ******** may be interested in relisting with Hometown America, but we acknowledge that Ms. ******** may have misunderstood Ms.Schuylers intent.
  
  Ms. ******** continues to be available for ongoing support or to answer questions should *********** need additional assistance or wish to relist the home with Hometown America.

• Initial Complaint

  Date:12/20/2024

  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 bought a manufactured home in the 55+ community of ************ in ****, ** in September of 2023, and moved here from *****I decided to move to ********, ** in August of 2024.I listed the home for sale in ************ in August. I have had no interested buyers, and my savings is all used up.I have a loan on the place through 21st Mortgage. I cannot pay the mortgage anymore, which is $1400 (approximately) per month, nor the lot rent which is $923/month. I am behind on the mortgage and will be on the lot rent as of the 1st of the year.21st mortgage does not offer forbearance, deed-in-lieu of foreclosure, or any other kind of help while I am trying to sell the home.Crescent Run says they buy homes from residents, but only if the home is fully paid for.I am stuck between a rock and a hard place and have exhausted all of my ********** you know of anyone who can help me? Or suggestions of where I can turn?Thank you for any assistance you can provide.

  

  Business Response

  Date: 01/06/2025

  Hometown America appreciates the opportunity to assist our residents with their concerns.
  
  Upon receipt of this complaint, we reviewed our records. Ms. ******* contacted community management requesting to turn over the title to her home, however, she has a home loan balance. Therefore, there is a lien against the home and as such, we are unable to accept a title turn in.
  
  According to our records, Ms. ******* listed her home with an outside agency but was not successful in selling it.  
  
  We have contacted Ms. ******* directly and provided information for rent assistance programs in the area. Additionally, we are communicating with her to determine the extent of her hardship and whether we may be able to assist with the sale of her home should she wish to proceed with that.

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22715572
  
  I am rejecting this response because:
  The company had the park manager reach out to me, which I have talked to many times, and there was no help there.  I have been wanting to discuss this with someone from the company itself, not keep getting sent back to the same person who is not helping.
  
  ***** *******
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 01/24/2025

  Following the update from Ms. ******** ******* ********** Division Vice President,contacted her about her concerns. Ms. ******* said that she may have engaged another sales agent to represent her in the sale of her home. Ms. ********* discussed the possibility of Hometown assisting Ms. ******* with the sale of her home if she has not already engaged another agent. They agreed that the community manager would contact Ms. ******* to arrange a visit to the home to assess it so that she can assist with the sale if Ms. ******* advises that she is not contracted with another agent. Ms. ******* has Ms. ********** contact information and is encouraged to contact her if she has additional concerns.  

  

  Business Response

  Date: 01/24/2025

  Following the update from Ms. ******** ******* ********** Division Vice President, contacted her about her concerns. Ms. ******* said that she may have engaged another sales agent to represent her in the sale of her home. Nonetheless, Ms. ********* discussed the possibility of Hometown assisting Ms. ******* with the sale of her home if she has not already engaged another agent. They agreed that the community manager would contact Ms. ******* to arrange a visit to the home to assess it so that she can assist with the sale if Ms. ******* advises that she is not contracted with another agent. On January 24, 2025, Ms. ********* received the information that community management requested during our initial follow-up with Ms. ******** Upon receipt and confirmation that Ms. ******* had not engaged another agent to sell her home, Hometown America agreed to assist Ms. ******* in the sale of her home in a manner that was acceptable to her.

• Initial Complaint

  Date:12/09/2024

  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.

  An email was sent to us regarding the building of a new ************** in ***************, **********Not all residents have emails and did not know this until I started to pass around a petition to the residents to let them know that Hometown America is just waiting for building permits and are going forward with this plan and raising land rents from 3% to 5% in January 2025. This ************** should be paid for by Hometown America because out of the 92 homes in the development, a few people want this. Majority don't want this. Most of the people in the development are living on social security and the increase we get is less than the land rent increase in 2025. There are more things we need in this development than a fitness center. *************** is having a meeting Jan 29th. which is a little late considering they plan on going thru with this. I've asked for an email address of the CEO so I can send him the petitions but they want me to send it local and say they will pass it along. I don't believe them but I have emailed them to the office manager and regional manager

  

  Business Response

  Date: 12/12/2024

  Hometown America appreciates the opportunity to review and respond to resident concerns.We understand that not all residents have access to email and may not receive our community-wide emails. To address this, during the week of December *******, we will be hand-delivering copies of recent communications, along with a flyer announcing a community wide resident meeting scheduled for January 29,2025.
  
  The January 29 meeting will provide an opportunity for community and regional management and residents to discuss the new fitness center, rent increase and any additional topics requested by residents. Before the meeting, residents will have an opportunity to submit additional questions they would like addressed during the meeting. We value our residents feedback and want to ensure that everyone's voice is heard.
  
  Regarding the rent increase, we understand the financial concerns of our residents,especially those on fixed incomes. We are committed to finding a balance between improving community amenities and maintaining affordability. Although our community operating expenses have increased significantly over the last several years, this is the first time rent has increased more than 3% from year to year. It is also important to note that we are within current market rates of neighboring communities and offer more services, such as full landscaping and snow removal, while also providing 24-hour clubhouse access, water, sewer,trash pick-up and cover property taxes. When combined, this additional value is approximately $1,800 annually per household.
  
  Community and regional management received the petition and will ensure it reaches the appropriate parties.
  

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22663380
  
  I am rejecting this response because:
  Hometown America claims it cost $1800 annually per household. Well they collected from my home alone in 1 year $11,000 not including the garage tax. There are approximately 92 homes in the development and by my own accounting and I am low balling it, Hometown has collected ****** a month x 92 = $1,021,200 just from the land rent. Now add in garage rent of about 52 homes at $200 a year that = an additional $11,800. There was no snow removal last year as we didn't have any.
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 12/19/2024

  The cost to operate and maintain a community such as *************** is much higher than $1,800 per household annually, and it increases each year. Monthly community fees are what enables Hometown America to operate and maintain the community in a manner that also ensures resident home values are maintained. *************** includes services such as water/sewer,full-service landscaping, and full-service snow removal within the existing monthly community fee. These additional services are not common with comparable communities in the area.  When broken down, they represent an estimated value of $1,800 annually per household.
  

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22663380
  
  I am rejecting this response because:
  Hometown America on one hand says it costs approximately $1800 per home annually to run *************** and then they say it cost more than that. Then they come back to say it costs $1800 to run annually. They keep contradicting themselves. The services they provide need to be improved. Stop talking about landscaping because most of the lawns in development are dying or are dead, the sprinkler system never works right, mailboxes are in cement buckets, streetlights and mailboxes need painting and we don't have a maintenance person 24/7. Hometown America has done nothing to deserve an increase in land rent. We don't need a state-of-the-art fitness center. What we need is management to stop taking advantage of the homeowners here. Stop comparing rates that are being charged elsewhere, when the services they provide are probably 100% better!
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:11/01/2024

  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 recently inherited a property in their community at Site #*** - ********************* and just solely trying to sell it while paying their fees of $856.35 per month. First time this came up, for September, everything went fine without issue. Next month arrives for October and I try to pay them on their website:********************************************* Their website was down and would not allow me to pay it on 10/1/2024, which I had to work all day and am not actually close to where this property is located so was not able to get down there until 10/2/2024. This is still on time, at the beginning of the month, and I dropped off a check at their office and left. To give context, if I have to physically drive down to their office, it is literally an hour drive just to do that one thing, which is a huge waste of time because I have no other reason to be there and why I specifically requested from them to be able to do this online instead. I have no problems paying what I owe to them on time, but I do have a problem paying anything extra for no actual legitimate reason.Well apparently they wrote up a scam letter demanding payment, which I did not find until the end of the month when my realtor showed me the picture, because I do not live there. They chose not to cash the check I personally gave to them, and then turn around and claim I now owe them $1807.07 for this current month! Which for one, I already paid them the one amount of $856.35, and two it includes a "late" fee for something that was not even late to begin with!I demand that they cease and desist with these fraudulent charges and just simply allow me to make the proper payment amounts each month, and I want other people in the communities to be aware of what this scam company is trying to pull.

  

  Business Response

  Date: 11/26/2024

  Hometown America appreciates customers bringing service concerns to our attention so that we may investigate and respond accordingly.
  
  We are not aware of an unsuccessful payment attempt being made via the online portal on October 1, 2024, and there was no portal outage reported on or around that date. Although Mr. ***** reports dropping a check in the drop box at the community on October 2, 2024, a check could not be located. Community management attempted to reach Mr. ***** via email and phone multiple times to inform him that the October payment had not been received, however, he did not respond to these attempts to make contact.
  
  A late fee was assessed on October 11, 2024. However, following Hurricane ******, Hometown America credited late fees for the month of October so that months late fee was credited to the account. Mr. ***** sent a check in November for Novembers rent. However, policy prohibits community management from accepting partial payments and since they were unable to locate an October rent payment, they returned the November rent check with a letter explaining that only full payment for October and November could be accepted. Since Mr. ***** did not respond to community managements attempts to contact him, they were unable to advise him of this prior to him submitting the November payment.
  
  According to this complaint, Mr. ***** paid the October rent via a check, however, Hometown America does not have record of that payment. We would request that Mr. ***** provide proof of the October 2, 2024, payment in the form of a canceled check.If there has been error in Hometown Americas recordkeeping, we will correct it and work with Mr. ***** to provide an updated accounting of the rent ledger.  

• Initial Complaint

  Date:08/18/2024

  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.

  I live in a 55+ community owned by Hometown America. I bought a house here 5 months ago. Most days, I have an overwhelming sewer smell from the community septic system. It reeks every day and every night. I can't open my windows, do yard work, walk the dog, sit on my porch, all those things you dream of for when you retire. For weeks now, they have deflected and absolutely nothing has been done. Besides the quality-of-life issues, I'm old and I have cancer so I can't be breathing in these toxic fumes. Not to mention the stress of dealing with this on a daily basis. I need the situation fixed before it is the death of me. Earnestly praying for relief.

  

  Business Response

  Date: 09/03/2024

  After the resident submitted her complaint to our on-site office, the Community Manager (CM) visited the residents homesite several times but did not detect any strong odors from the neighboring wastewater treatment plant. The CM also contacted other residents in the area, who reported occasional odors, typically when the plant is being serviced or after rainfall.  Each time a complaint was received, we consulted with the Licensed Wastewater Operator (LWO) to check for any abnormalities, but operations have remained consistent.  Odors from septic systems are common during seasonal changes and system turnover,which was explained to the resident.
  
  Our LWO is exploring additional odor control solutions and has recently added deodorizers to the plant.  We are continuing to monitor the situation and adjust the plant as needed.
  

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22160783
  
  I am rejecting this response because: I continue to have sewer odors at my home on a daily basis. The deodorizers they are now using just make it smell like perfume on feces.   
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/06/2024

  Following receipt of the response rejection, the communitys maintenance supervisor visited the site of the plant and walked the vicinity of the complainants home. The tanks were aerating which is when an odor would typically be detected in the parking lot area. As of the time of his visit at approximately 2:25 p.m.on September 5, 2024, he did not detect an odor at the plant, or around the complainants home. There is a reasonable expectation that from time to time,as the plant cycles or there are changes in the weather, there may be noticeable odors from the plant on a temporary basis. However, this was not the case today while the plant cycled, and this is not a widespread issue or common complaint from other neighboring residents.  However, we will continue to research odor control for the future.

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22160783
  
  I am rejecting this response because: 1. As to the comment that this is not a widespread issue and a common complaint from my neighbors, I have not yet met a neighbor that is not affected and offended by this on a regular basis. 2. Walking near my property once, in the middle of the afternoon, is not going to give a complete picture of the situation. I have repeatedly stated that most of the odor is during the evening hours. I have said this in person, and I have said this in writing. 

  I've done my research. This type of plant should not be emitting odors on a regular basis, no less every day. If that were the case, it would not have been allowed to be built so close to houses in the community, which houses are literally right across the street. 

  Lastly, I was told by park management, when I was first considering buying my house, that there were rarely any odors from the plant but that when it got really hot in the summer you might smell it occasionally. I could have lived with that. But now that I have experienced the odor on an almost daily basis for 4 months, I now know that was either (1) a flat-out lie, or (2) the employee had no idea what was happening in the community.  

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

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair 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.

  Multiple issues not being addressed. My recent concern is total lack of drainage on my street. Water build up worsening over the past 3 years. Have reported to Manager with e mail, photos, and videos. Concerned about water damage to my car as it is going half way up my raised driveway. Management said they would come by to check it out after the next rain storm which was this past Saturday and Sunday. More photos and videos sent to manager but she never bothered to come by Of note. The manager resides inside this park so wouldnt even have to drive. She lives only a few streets away from the flooding. Very frustrating

  

  Business Response

  Date: 07/12/2024

  Hometown America takes great pride in providing well-maintained communities with professional onsite management. After reviewing this matter, we found that the customer reported a drainage issue to the community by email on May 16, 2024, and was sent a reply the same day indicating that her complaint was received and would be investigated. In response, we informed the customer that the storm drains in that area were cleaned on June 5, 2024, and we would observe future rain events to see if that resolved the issue. We followed up after rainstorms occurred on June 22, 2024, and June 23, 2024.   
  
  Our follow up reviews found that after significant rainfall events, there is some temporary ponding of water at the end of the street and the edge of the customers driveway, however, the rain drains sufficiently and quickly after the rain event ends and there is no standing water present after a short period of time. 
  
  A Company construction manager also made a site visit to the area on July 8, 2024, and met with the customer to review her observations and concerns.  The construction manager reviewed grades and existing drainage structures and will continue to follow up with the customer to determine if additional measures are needed and if they are, he will provide more information on the timing and status updates.
  
  Thank you for the opportunity to respond to this issue.

• Initial Complaint

  Date:05/26/2024

  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.

  I am being harassed By Hometown America because my home in ********************* does not come up to the expectations of one of my neighbors. My neighbor wants me to repaint my gutter because they do not like the color and this was after i was forced to wash my house and gutters. I am retired and would caution anyone trying to get into Hometown America, I have been here 16 years and I a vet. It seems that anything our neighbor wants they get, regardless of what it does to the homeowner.

  

  Business Response

  Date: 10/28/2024

  ******************** has rules and regulations that all residents must comply with to maintain their home sites.

  This helps to retain the value of the community and individual resident homes.

  The rules and regulations are provided to all residents.
   
  After receiving a complaint that the home in question was not in compliance with community rules and regulations, a member of the communitys compliance team visited the home site.

  The compliance team member verified that the left side of the home needed to be cleaned, and the left side gutters needed to be painted to comply with community rules and regulations.

  The complainant completed the required work to bring his home into compliance and the matter was closed in June 2024. 

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair 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.

  Hello, received information from hometown America relating to California privacy policy. It states I can delete my personal information (I.e., so it would not be sold). I call the number provided ***********, three times and left messages, With no response back.

  

  Business Response

  Date: 06/05/2024

  We appreciate you bringing this to our attention. Hometown America Management,L.P. ("Hometown America") attempted to contact Sinai Gama on June 4,2024, leaving a message that included a name and number to make direct contact with a Hometown America representative who could assist with the request.
  
  Additionally, a letter with the same information has been emailed and mailed to Sinai Gama's email and postal addresses on file with Hometown America. The complaint references wanting to delete personal information so it would not be sold. As stated in our California Privacy Policy, neither Hometown America Management, L.P. nor its affiliates sell any of the personal information collected.
  
  We invite ********** to contact us at ************ to address this matter and we look forward to a successful resolution. 

• Initial Complaint

  Date:04/07/2024

  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.

  We live in a 55+ Community known as Leisurewoods in *******, **. We own our manufactured home and lease the land our homes are on from Hometown America. Our leases are lifetime leases, except for the owners who became owners after 2021 who have a five year, fixed rate lease. Our lifetime leases are very complicated and difficult to understand at best. We also receive a notice every December of the rent increase which is difficult to understand the way rent is calculated. Recently I have discovered that I was being overcharged on my rent since 2019. Upon speaking with other residents and reviewing their charges, I have learned that they have also been overcharged (see my chart included). Many seniors here do not understand the issue and are afraid to challenge the overcharges for fear of retribution. The property manager is aware of the issue and has said they are looking into it. However, how do we know they will review everyone's charges and how do we trust them to calculate the overcharges correctly? We do not trust them, especially since the overcharges have been going on for years? To our knowledge, they do not use an accountant to verify the rent charges, the rent increases are calculated by the regional managers wife, who we do not believe has any bookkeeping experience.We would like an audit done by an qualified, reliable accounting firm. And we want it done for every resident (222 residents), not just for those who come forward and ask for it. There are too many who are afraid to ask for it and don't understand how to calculate the overcharges.I am happy to provide any additional information that *** be helpful to you. Thank you for your consideration in this matter.

  

  Business Response

  Date: 04/25/2024

  Hometown America takes great pride in the management of its communities and strives to uphold its core values of integrity, communication,and service. We are actively gathering records needed to review and resolve this dispute and have committed to contacting the complainant directly with a more detailed response by May 3, 2024.
  

  Customer Answer

  Date: 04/28/2024

   
  Complaint: 21541737
  
  I am rejecting this response because: it is vague with no resolution to the issue. Company and respondent have a long history of deflection, excuses and unresolved problems.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 10/28/2024

  As previously indicated, additional information was provided to Ms. ******** by May 3, 2024.

  The Regional Vice President has spoken with Ms. ******** regarding her belief that her rent increases were not implemented correctly.

  She was provided with information about allowable charges under her lease terms.

  Ms. ******** continued to express dissatisfaction and Hometown America management continues to work toward a resolution on this matter.  

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 21541737
  
  I am rejecting this response because:

  Additional residents have been overcharged per the attached document.

  The issue has not been resolved, no audit of rent charges has been done, as was promised.

  In nine months, no attempt has been made by Hometown America to contact all the residents regarding rent overcharges. They continue to drag their feet with no direct communication, except to try and intimidate those that complained by informing them that they were actually undercharged. When in fact, they calculated rent using the incorrect base rent, the incorrect CPI amount and/or incorrect math calculations.

  This can only be resolved with an independent audit of all the calculations of all the residents with a lifetime lease (approx. 85% of the 222 residents).

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