Complaints

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

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  Pinnacle Realty Services and Management, LLC

  154 S Azar Ave Glen Burnie, MD 21060-6505

  
• 

  Pinnacle Realty Services and Management, LLC

  PO Box 759 Glen Burnie, MD 21060-0759

  

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:06/01/2025

  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.

  This was our 3rd condo rental with this company. We moved in March 2020. We were refunded Both security and pet security deposits BOTH with interest in FULL. We received a garnishment of my husband's pay check they are resending the security 5 YEARS later. We contacted their attorney, was told to contact the company. I've done so 6 time's now, still no call back but have begun garnishment of my husband's wages. I've not been told why or what was wrong with the condo rental and 5 YEARS LATER! $3,700

  Business Response

  Date: 06/16/2025

  Ms. ******* seems to have her information confused.  I attached the last letter that was sent to her with her accounting.  Im sure the additional money is the legal fees attached to the account that I would not have.  

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

• Initial Complaint

  Date:04/23/2024

  Type:Customer Service 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 own a condominium in a community that Pinnacle is the property manager. Our problem is they never ever return calls or respond to emails. We had community meeting on February 21 ,2024.Annette the Pinnacle person assigned to our community was all gung ho with all they were going to do this and that.Nothing
  I personally asked for a form I would need so I could begin the process of getting new windows repaired. She wrote it down in her notes but nothing yet.
  We have 2 abandoned cars on the property she said give her a month to get the towing company on board.Nothing again.
  My wife asked about getting a copy of the bi laws .Nothing
  
  Now Annette will use the excuse she is one person.They get mine and all the other owners fees every month.No excuses from us.
  All we want is a response to any call or email within a day or 3 .

  Business Response

  Date: 04/23/2024

  Taking over a new community is very time consuming especially when you have many issues to take care of first.  This community came with many issues to attend to.  Although we have great intensions of sending someone something, sometimes it gets pushed to the back burner when you have other fires to deal with.  That is exactly what seems to have happened here.  

  We have sent Mr. ******* an Architectural Request form so that he can complete it to get started with his windows.  I have also sent him a copy of the Bylaws so that he will have them for his file.  We are working on the abandoned cars to see if she can find out who they belong to.  

  The Board of Directors is a management company's supervisor.  They give us direction as to which area to deal with first and then you have the emergencies to fill in the spaces.  Sometimes things get past us but we will always be glad to circle back to the missed items to get them corrected.   
  

  Holding back your association dues is not the proper way to handle a complaint.  That just shorts the community of funds that they are depending on to pay the invoices of the community.  Also holding back dues is another way to be turned over to the community attorney for collections.  

  Customer Answer

  Date: 04/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because They use the same bs every time they ghost us.This the first time they have gotten back to us in some form since the Feb meeting. I didn't say we would hold our fee what I meant is that how about earning your fees and stop the lame excuses of how challenging our community is.Do your job.!!!Admit your overtaxed and rectify the situation. We don't need immediacy just a response to our communications.
  
  Sincerely,
  
  
  
  ***** *******

  Customer Answer

  Date: 06/14/2024

  In response to our first claim:  In response to the BBB complaint, Pinnacle assured that the Architectural request form for replacement windows, and a BYLAW BOOKLET would be sent to us. As of this date, we have not received either one. We have checked our text messages, our emails, the Pinnacle Portal and regular postal mail. We have nothing. Also in their response, they advised that holding back dues would result in having us turned over to the Community Attorney for Collections. In our complaint, we made no such reference to holding back dues, however, we did say we pay our dues each month, most of the time a week ahead of the due date, and we would like our concerns addressed or the work to be accomplished.

  Most of our concerns were brought up in our very first HOA meeting on February 21, 2024.Our Building Manager, Annette, from Pinnacle, wrote down many of the concerns to be addressed. We had a list with us, and Annette took all this info in. Our major concern at the time was an AirBnB being run in the unit above us. She responded that a letter went out to the landlord, and that was it. No mention of it totally being against the regulations, or zoning regulations, so this went on for a period of months, and we still did not get a proper response. The Architectural form was promised as well as the ByLaw booklet. Nothing happened. Another complaint we specified, was that our issues or complaints are either not answered in a timely fashion, or many months ago by without any responses from them at all! If you look up Pinnacle's reviews, this is the highest complaint that all owners have with them. 

  Here are current issues we are having: No form or ByLaw booklet yet,  Wood Panels up near the roof are rotting away letting birds and other critters to get inside,  the garbage dumpster is always overloaded and bags drop to the ground which allow bugs and critters to have a feast on.Wrappers and litter are always over the grass. I have requested many times for the shrub bushed to be cut way back as they impede the walkway coming in to our building and bags we carry get caught up in them. Abandoned cars are in the parking lot, they are aware of them, they have not been towed. They have been here for a year or so.  We do not get responses from Pinnacle. Nothing gets addressed.

   Our neighbor **** ******** has been checking with me as he is awaiting flood repairs to be made to his unit under the management insurance claim. He stated the Annette has not responded to him or the contractor that is assigned to do the work in his unit. We just need responses and our building and grounds need upkeep!

  Please advise what can be done.

  !

  Business Response

  Date: 06/25/2024

  Good afternoon *****,

  We would like to respond to several things within your recent message with what has been going on within the community.

  Attached is a screenshot of the email we sent on 4/23/2024 to the email address on file for your account with the requested attachments. We have resent them to you via postal mail on 6/24/2024 to resend this information to you physically.

  In regard to the issues within the community you've addressed, it is important to state that the community itself when we took over last year was already in disrepair and did not have any notable funds to speak of. This has meant that the entire time we have been managing the community we have been unable to put forward any money to make these multiple projects that are required to repair the entire community as a whole, not only your specific buliding. Also, please bear in mind that while we are the managment company that is hired to handle the association, we are still employed by the HOA and must abide by their schedule and what projects they decide are necessary at any given moment.

  This in turn means that while there are several open insurance claims and brand new claims being filed to accommodate damages that were not reported previously that we are uncovering as we continue to investigate and repair the building. Several work orders are in place and we are unable to proceed with properly repairing the community in a timely manner as the funds for the community are not strong enough to support the amount of work necessary to fix every single issue that currently exists. We have successfully been able to make necessary repairs within several buildings including, water heaters, oil tanks, and public lighting fixtures, roof repairs, roof caps, and condensation leaks. These projects are approved by the board, and advised by us depending on available funds and safety concerns to all residents.

  With respect to the unit above you, we have been in contact with the homeowner repeatedly about his unit through violation notices and direct communication. We have been unable to prove any activity within the unit has been in violation of the community rules based on his testimony.

  The trash is picked up weekly in the community for bulk trash, hallways, and other small facets. The community does not have the funds to afford more extensive cleaning services at this time, unfortunately this is an issue within the community itself as we have received several reports about blatant littering being done at and around the parking areas.

  Business Response

  Date: 06/25/2024

  Good afternoon *****,

  We would like to respond to several things within your recent message with what has been going on within the community.

  Attached is a screenshot of the email we sent on 4/23/2024 to the email address on file for your account with the requested attachments. We have resent them to you via postal mail on 6/24/2024 to resend this information to you physically.

  In regard to the issues within the community you've addressed, it is important to state that the community itself when we took over last year was already in disrepair and did not have any notable funds to speak of. This has meant that the entire time we have been managing the community we have been unable to put forward any money to make these multiple projects that are required to repair the entire community as a whole, not only your specific buliding. Also, please bear in mind that while we are the managment company that is hired to handle the association, we are still employed by the HOA and must abide by their schedule and what projects they decide are necessary at any given moment.

  This in turn means that while there are several open insurance claims and brand new claims being filed to accommodate damages that were not reported previously that we are uncovering as we continue to investigate and repair the building. Several work orders are in place and we are unable to proceed with properly repairing the community in a timely manner as the funds for the community are not strong enough to support the amount of work necessary to fix every single issue that currently exists. We have successfully been able to make necessary repairs within several buildings including, water heaters, oil tanks, and public lighting fixtures, roof repairs, roof caps, and condensation leaks. These projects are approved by the board, and advised by us depending on available funds and safety concerns to all residents.

  With respect to the unit above you, we have been in contact with the homeowner repeatedly about his unit through violation notices and direct communication. We have been unable to prove any activity within the unit has been in violation of the community rules based on his testimony.

  The trash is picked up weekly in the community for bulk trash, hallways, and other small facets. The community does not have the funds to afford more extensive cleaning services at this time, unfortunately this is an issue within the community itself as we have received several reports about blatant littering being done at and around the parking areas.

• Initial Complaint

  Date:04/22/2024

  Type:Customer Service 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.

  To Woman It May Concern:
  Our HOA and board of directors have not complied with anything that we have asked from them. We have asked them in person by stopping by their office, at board meetings, in emails, and over the phone for documents and they will NOT give them to us and from our understanding They are obligated by the state of MD homeowners condo assoc. to give us this information as we request it. (I have attached the Maryland Homeowners Act) for your review. We have also asked them to provide the information pertaining to them supposedly suing a business that was to finish a project that was started in 2019 which is paid in full and they still don't have the railings part of the project finished which are out of code for a safety concern. Can you help us get these documents asap, we need all of this information prior to our May 3rd meeting with them. Also, they continuously reschedule or cancel our board meetings without much notice. Our last meeting they only gave us a 3 hours notice. We have also asked them numerous times at meetings, sent them emails to fix our account that has fees that no one can explain of $59.80 and a late fee of $20.20 for which we were told that we will not be charged b/c of their mistakes while changing over banks who we are to pay our HOA fees to b/c they gave us the wrong information twice plus we have paid for coupons books that we haven't gotten in 3 years! Where is the money for them? The budgets every year are not justified whatsoever. We want to see how our dues are spent that's why we have set up a meeting which is why we want these documents and we are allowed to have them. Not only that it's because we want them and every homeowner is entitled to have them as requested! We want to see contracts, invoices etc. You charge us for all of these items on the budget so we want to see them on paper and be allowed to follow up with the contractors such as calling the businesses to compare the receipts and invoices. but you don't maintain or we don't use them like the dryer vents, extermination, bulk trash is way over priced as I have priced it out myself, but you don't want to even talk about that or anything else.
  
  Thank you for your time in this matter
  
  ***** *** ***** ******

  Business Response

  Date: 04/25/2024

  We need to make it
  clear that they live in a COA (Condominium Development) under the purview of a
  HOA (Homeowners Association).  Ms.
  ******* needs to understand that one is not the other, they are separate
  entities. 

  
  Pinnacle Properties,
  LLC is the Management Company for ************ ******* ************.  As such, we work for the Board of Directors
  of ************ ****** ***********, and they are our supervisors. They direct
  us as to which areas are to be dealt with in a prioritized manner.  This information is discussed at Board
  Meetings/Association Meetings.  Anyone
  attending the meeting is made aware at that time of these priorities, and the
  order in which other items will be handled. 

  
  Ms. ***** and Mr.
  ****** have attended such meetings, they are aware of what is going on in the
  community, and the Proposed Budget is voted on at the last meeting of the
  year.  This is where all information
  pertaining to how much is to be spent on certain line items is discussed.  That is also the time to take it up with the
  Board if they feel something is being done incorrectly.  Ms. ***** and Mr. ****** purchased their
  property in late 2020.   Prior years they
  were rental tenants and not involved in the association issues.  Now they want us to go back to prior to their
  ownership and question why the board did what they did.  When they are here for the meeting, we will
  be pulling up documents of the time frame she requested from November 2020
  through to current date.

  
  We had a meeting on
  our calendar for over a month per Ms. *****’s request when she came to our
  office in late March 2024.  She checked
  her calendar at the time and requested Friday, May 3, 2024, at 2 p.m.  This date was specifically requested by
  her.  Ms. ***** was made aware at that
  time that all documents would be produced/viewed at this meeting, not prior to
  the meeting.  

  
  We still have the
  meeting scheduled for May 3, 2024, at 2:00 p.m., and we hope that Ms. ***** and
  Mr. ****** attend.  At that time, we will
  sit in the conference room and pull up all documents on her signed list.  Any documents that are approved for viewing
  at the meeting may be e-mailed to Ms. ***** and/or Mr. ****** while at the
  meeting. 
  

  
  

  Customer Answer

  Date: 04/25/2024

  So that, you know that we are aware that we have you as the management company. We have the board and then we have another management company that takes care of the amenities that we pay for out of our budget fees which are extremely high fees that you pay from our dues or fees. 

   

  We also want to be sure that we know every single person that is on the board their position their name their address and how to contact them. 

  We have asked in a previous complaint to give us this information and you still won't give it to us.You are required by the maryland condo association to give us this information as requested!  It appears that you must be hiding something bc this should have been resolved long ago but we see the stuff that does not get done in this community and the stuff that does get done or the stuff that you have us pay plain and simple. We've asked for this info. for awhile now but you dont bring it to the meetings eitger or email it to us. We ask all the time and falls on deaf ears everyone of you including charlie have excuse after excuse.  We don't understand why it's so difficult. There must be something going on. If you read you are HOA does not give you the information that you were asking for something is going on and it's not good. We want this information prior to our meeting. 

  You had 21 days to give me the meeting minutes from just feb 21st and your mother Charmaine said they weren't ready but will be on the next meetingAnd I also told you to bring all of this stuff to the meeting.Copies of all of it but you canceled the meeting last week with 3 hrs notice while us and a few others We're ready to come to the meeting.

  They are canceled so frequently and now Jeremy you left off the dates for the ****** meeting on our entrance way information board.  Why is that? 

   

  It's funny because ****** had no problem emailing us the meeting minutes when we asked.  They had them in my email within 3 minutes!  I asked and i received.   I do not know what's wrong with you guys at pinnacle management we want proof that you are suing to finish this railing job.  Why is it so difficult to send us this information?  We need it prior to the meeting. We want to be prepared.  We want to ask others about things that we may want to ask you at the meeting.

  We want to know why you keep buying tablets every year It's not normal tablets don't go bad every year!  As the previous complaint, but now it's a little more meticulous because we've learned a little bit since then and researched. 

  Just give us what we have asked for as far as any book keeping for every item from the top to the bottom, meeting minutes, invoices per contractor as well.  I'm sure you don't just pay anybody money and not see the work done or maintained. No our questions were not all answered at any of these meetings at all or we would not be asking to have a meeting. For some reason. It seems like everything is hidden. You don't put it on the portal either. One of the board members left the board because they asked you to put everything on the portal so that we don't have to ask you anything. It should be there for us to see we pay it it's not your money. It's our money bottom line. Whether I have to go through the board whether I have to go through you just get it done so we can move on.  We gave $70,000 to ****** last year for what now they want $78,000 for 2024 for what?

  You say the budget Meeting took place but Of course there's no issues when there's only three people there. We have never received an approved budget or agreed the whole time we've been homeowners.  All we get is a budget in the mail and that's it.  Also why do we pay the most out of the whole community for the pool and amenities? They use the pool just like us no difference.  But we want to see the invoices that you paid out of our dues in amount of $70,000 to ****** from 2023.  We are entitled to even see the taxes. But We can't just walk into the building and look for this stuff as much as I'd love to you are to supply it as requested that's what we pay you for.

  So, could you just kindly send this info once and for all and we will see you next Friday at 2pm.  

  You have both of our emails to send this info to.

  Thanks

   

  Business Response

  Date: 04/25/2024

  Please see our original response to this complaint.  This matter will be dealt with on May 3, 2024 at 2:00 at our office.  

  Thank you

  Business Response

  Date: 01/24/2025

  In response to Ms. *****'s complaint, we have reviewed and addressed her issues numerous times, and at this point we feel we have met all her requirements.  As to the issue of questions regarding ******, we are not affiliated with them.  We consider this matter to be closed.

  Sincerely,

  Charmaine S*********Pinnacle Properties, LLC

  Customer Answer

  Date: 01/24/2025

  To Whom It May Concern:

  I do not accept this complaint to be closed because this business did not follow through with any of the requests.  They shouldn't be allowed to just lie and say they addressed our concerns and any issues as they have not at all and are still avoiding multiple emails asking for the same info over and over. 

  (Do they have proof of giving us this information and if so can they prove it?)

  We want copies of all of the vendors we have contracts with that we pay through our HOA, a copy of last years taxes, an audit of accounts payables and receivables, the last four years of the meeting minutes, the summaries for the last four year ends, approved budgets NOT proposed as I have them already.  We were also told they would give us these items at NO charge.  I can come to their office at any time to pick up the copies just let me know when they are ready.

  Thank you for your time!

   

  Customer Answer

  Date: 01/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  There was NO exchange of any documents at the May 3rd meeting.  

  How can they prove that they gave me any information?  I wouldn't be asking had I received.  I've sent numerous emails and have constantly asked in person at the meetings and sent proof of our communication.  

  Why do you lie?  Because your padding our budget and your accounting skills are terrible except when you want increases in our budget.  You didn't even send us the budget this year I had to ask the neighbor to get a copy.  It will catch up with you all at some point.

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