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:06/10/2025

  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.

  I am filing a complaint against The Villages at *********************, managed by Elite Management Professionals, ****. During the sale of my home at ****************************************************, my buyers inspection revealed a roof leak requiring professional evaluation and repairs.I and my realtor submitted this report to the *** (attached) multiple times starting May 18, 2025, requesting the repairs be handled per their responsibility. Despite acknowledging receipt, *** agents ****** ****** and **** ***** denied the existence of damage, and refused to initiate any repair, despite the inspection report clearly stating: evidence of moisture penetration recommend further investigation and repair or replacement on damaged components.With our closing deadline of June 10, we were forced to hire our own contractor and paid $800 out of pocket to repair ***-managed elements of the roof (invoice attached). This action was necessary solely due to the ***s willful delay, misrepresentation, and neglect of responsibility.This represents a pattern of evasiveness and weaponized incompetence. I request your office to investigate this ***s conduct and to hold Elite Management accountable for neglecting their contractual duties to the community they are paid to serve.

  

  Business Response

  Date: 06/24/2025

  We have reviewed this owners concern and the manager has been in communication with the owner. At the time of the request it was not understood by the manager the urgency to have the roof fixed. She let the owner know that she apologized for not understanding this concern. Unfortunately, with the rains of May, there were many roof leaks and
  roofers will not go up on roofs when it is raining. She let the owner know on June 18th that the association would reimburse them for the expense of fixing the roof. At this time we have recevied the repair invoice and this will be paid immediately.

  Customer Answer

  Date: 06/24/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23444953, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Justin Waterfield

• Initial Complaint

  Date:05/14/2025

  Type:Delivery 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 the ********************************, which is managed by Elite. Unfortunately, our community has experienced ongoing communication challenges with Elites management team, along with a persistent pattern of delays and incomplete work.Currently, our concern involves the topcoat project scheduled to be completed between April 14 and April 25, 2025. There was minimal communication from Elite about this projectincluding the critical detail that residents would not be able to access their driveways or homes during the application period. A homeowner emailed Elite on April 30, providing video and photographic evidence that only half the subdivision had been completed. Despite this, Elite responded that the project was finished.Another resident followed up as recently as May 9 to inquire about the status and received a response on May 13 again claiming the job was completedespite further photographic proof showing ************ a resident of this community, I find it extremely frustrating that no one from Elite has taken the time to personally visit the neighborhood or review the clear evidence submitted by homeowners. We are now approximately three weeks past the revised completion date and over five weeks into this project, with no clear communication or timeline for when or if the remaining work will be ************ should not require repeated follow-ups, photos, and videos from residents just to receive basic updates on a scheduled project from our management company.

  

  Business Response

  Date: 05/14/2025

  We have responded to the customer with the following communication and information on May 14, 2025

  Thank you for your email and for outlining the concerns regarding the recent road work in ************************. I understand how frustrating and disruptive this situation has been, and I appreciate the opportunity to provide clarification and context on behalf of management.
  We acknowledge that communication and execution surrounding this project have caused confusion and inconvenience, and were committed to ensuring you receive accurate updates and the service your community deserves.
  To clarify the sequence of events:
  On April 9, the builder (Meritage) informed us that curb work and topcoat application would take place beginning the week of April 14. We relayed that information to the community on April 10. The notice stated that the vehicles would not be allowed on the street during the topcoat application.
  On April 15, Meritage advised us that due to weather delays, the topcoat work was pushed to the week of April 21. We shared this revised schedule with homeowners that same day.
  As questions began to surface about Phase 1 not appearing to have received a topcoat, we reached out to the builder for clarification. Initially, we were told that the 2025 work pertained only to Phase 2, as their records indicated Phase 1 had already been completed in 2023.
  Based on that confirmation, we responded accordingly to homeowners who reached out. Unfortunately, the photos provided at the time did not clearly contradict the builders position.
  Just last night, we received updated, clear photographs that more definitively show Phase 1 has not received its topcoat. These photos have since been escalated to the builder for immediate review. We are actively working to reconcile the discrepancy between the visual evidence and the builders records.
  We want to be clear: the management company has no direct control over the contractors work or Meritages schedule, but we do recognize our responsibility to communicate clearly and advocate for homeowners. While we have made efforts to share updates promptly when received, we acknowledge that the ongoing uncertainty and lack of clear answers have been frustrating.
  To your specific requests:
  Current Status:
  The topcoat application for Phase 2 appears complete. Phase 1 was originally reported by the builder as completed in 2023; however, new evidence suggests otherwise. We are actively working with ******** to confirm next steps and ensure the remaining work is completed.
  Timeline for Remaining Work:
  We have asked the builder for an updated timeline now that this discrepancy has been brought to their attention. We will issue a full community update as soon as we have confirmation of next steps and scheduling.
  Communication Gaps:
  While we shared all available updates as they were provided to us, we recognize that conflicting information and delays in builder responses caused confusion. We are reviewing how we can better flag and follow up on unresolved homeowner concerns, especially when original assumptions from third parties (such as developers) prove incorrect.
  Improved Oversight Moving Forward:
  We are working internally to strengthen how construction-related updates are managed and communicated. This includes improved tracking of open resident concerns, more consistent update schedules during active projects, and better documentation when builder communication is delayed or unclear.
  I want to reiterate that we are not dismissing the concerns raised. Rather, we are committed to transparency, resolution, and better service moving forward.We value the ****** ***************** and take this feedback seriously. If any residents would like to meet or speak further on this matter, I am happy to arrange a time.
  Thank you again for your patience and for bringing these issues to our attention. We will continue to push for timely answers and keep the community informed.

• Initial Complaint

  Date:09/30/2024

  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.

  Despite setting up auto pay for my *** **** the money did not get deducted and they charged me 60$ as a late fee, I tried calling them but they said they he cannot refund me.

  

  Business Response

  Date: 10/14/2024

  According to our records, the homeowner did not sign up for the ach auto draft.  We do see that the homeowner signed up for recurring payments on the website.  This was set but not until 9/16/24.  The homeowner made a payment by echeck on 2/15/24 of $430 and paid the account through 6/30/24. A late notice was mailed on 8/1 and final notice was mailed on 9/5. We did waive the $40 in late fees on this account but did not waive the final notice.  Our accounting team member spoke to this homeowner and we let the owner know that we could waive the late fees but not the final notice fee of $61.65.  We do not see where they set up for recurring payments. We also advised to the owner that they need to click on "automatically renew" on the website because their payments will only run for a year.  The owner can request the reimbursement from their Board Of Directors of their community. The Board can review the situation and determine if a refund should be issued.

• Initial Complaint

  Date:08/14/2023

  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 a very high HOA fee monthly, which apparently includes monthly inspections. The catch to those is that the inspections are only there to report on issues with residents, not issues with the public areas. This has been confirmed by both my experience and confirmed by my property management. It's like paying to have a ***** run your HOA.I contacted my HOA June 5th in regards to multiple issues. I told them I understand some of these issues will take longer than others to resolve, but I do expect them to be resolved in a timely manner. I reached out again July 21 to tell them that not a single issue has been addressed yet. I was once again told they would handle it.Here we are 10 weeks after the original complaint and 3 weeks after my last communication with them, and this poor excuse for a management company can't even be bothered to have the trash in the ***** beside my house cleaned up. They have confirmed it is their responsibility, but have done nothing to address it. The trash is disgusting and so is their so called "management".More details can be found in the attached pdfs of the emails. I also have photos but those could not be uploaded due to file size limitations.

  

  Business Response

  Date: 08/28/2023

  We have completed research on the owners complaint and discussed with the management team for his community. He originally expressed concern about towing in the community. Our company does not set the policies or make the rules for the community. His community has a ***** of ********* that makes these decisions. His request for towing reimbursment was sent to the board and they denied his request.

  In addition to this question, he sent over several other issues. This list was also sent this to the board. We have also sent concerns to the landscaping company for them to address. We have reached out to them again last week to follow up on the schedule. They are going to provide an estimate for trash and tree trimming. Once this is received it will also go to the board of directors for approval. We hope to have this matter corrected in a timely manner.

  Below is our response to recent email from the owner directly. 
  
  Questions:
  What is the purpose of the monthly inspections? It seems everything I mentioned was new information to you, so I am wondering what the purpose of inspections are if issues aren't getting reported. Note that I have lived here for over 1.5 years and none of the mentioned issues are new.

  Answer:

  Monthly inspections are included in the management contract to ensure residents are in compliance with the community's standards. 
  

  Question:

  Are the unmarked parking spaces acceptable? I've included a photo of one of these spaces for reference. 

  Answer:

  The board has allowed people to park in these areas due to limited parking spaces
  

  Question:

  What is the timeframe for addressing these issues? I understand some things can be addressed quicker than others. 

  Answer: The parking lines painting will take longer as we will have to obtain quotes once approved. The litter and landscaping can be addressed sooner. .

  It is our goal to respond to owners and their questions and concerns. We act at the direction of the board and implement the policies of the board. We also know that contractors have been very busy this summer and some projects have taken more time that we hope. But we will get items completed as soon as their availbility allows. 

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20461961
  
  I am rejecting this response because:
  

  All issues have not been addressed yet, which is understandable for some of them. Additionally, the question remains why issues were not proactively addressed by the monthly inspections.

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

  

  Business Response

  Date: 09/06/2023

  Although it is our goal to see all community issues, community violations and maintenance concerns in the community on our monthly inspections. We appreciate homeowner involvement to communicate when they see issues in the common areas and throughout the community. They see the community and areas close to their homes every day and we appreciate this type of information. Once we get an owners concern, our next step is to look at this on our next inspection to see what type of contractor or process may be needed to correct the concern. This may take some time and we always appreciate the understanding and cooperation of our owners.

• Initial Complaint

  Date:05/17/2023

  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.

  On April 4, 2023 I opened work order #***** for a leaky roof. It was evident from water spots on my ceiling as well as bowing at one point. (Pictures are attached.) On April 11, 2023 ********* was sent out to inspect and/or repair it. I was told by the roofing company representative they would go on the roof and if they could fix it they would and if not they would return another time. They left without a word. A few days later I checked into the Elite Management website to see if the roof had been repaired or not and the work order was still open. I called ********************************* to follow up; 2x on April 17, 1x April 27 leaving messages both times. It was not until April 28 that she took my call. I asked the status of the order and she said it was complete. I then asked who was responsible for interior damage and she said the homeowner. I asked what if the issue was due to unsatisfactory work by the roofing company? She did some checking and then told me that I only had a temporary fix. I asked when I would get a complete fix and she said they needed to get an estimate from the roofer and present it to the board to see if the cost would be covered. She promised to check on these items and follow-up with me. I continue to check the order on the website and it still shows "open." I have tried to reach ******** on May 3, 4, 9 and again today May 17. I leave voice mail and have yet to get a response.

  

  Business Response

  Date: 05/25/2023

  On May 17th after receiving this complaint our management team reached out to the owner by phone. They discussed the work order for this property. She is currently waiting on the roofing contractor to schedule an appointment. Upon looking at the complaint, we noticed that she listed another email address and that *** be why she felt that no one has reached out to her. We contacted her using the information we have on file. After checking her other email she confirmed the communication from our office and agreed to remove this complaint.

  We hope that all communication going forward will be received at her new email address that was updated at the time of this phone call.

  Customer Answer

  Date: 05/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************