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:08/06/2024

  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.

  Submitting this complaint for general neglect of the property managed by New Star Properties located at ************************************************. The *** charges hefty fees considering the amenities we receive, however the upkeep of the property is abysmal. Quality of life infractions go unreprimanded, there have been reports of unit and vehicle break ins, and the ***** infestation goes unresolved after over a year of submitted service requests. I worry about the people here and the deteriorating living conditions.

  Business Response

  Date: 08/14/2024

  I have reviewed the posted complaint.  While I regret his dissatisfaction and his complaints tended to be generalized; fundamentally, I have reviewed the stated comments and find them out of line.  First, the complaint reflects that "quality of life" infractions go "unreprimanded".  This is a very general statement that is not supported.  Specifically, I can see that even the individual making the complaint has been contacted on 3 separate occasions for three different violations; all of which have been monitored and corrected.   Regarding reports of unit and vehicle break-ins, I am aware that there have been multiple reports of these issues and the concerns have been brought to the Board.  It was found that one unit had a tenant with an extensive criminal record.  This person, upon initiative of the landlord, has left the premises and has been issued a "No Trespass" status from ***************   This has been a specific issue where the association actively engaged to remove an individual that was identified as the source of numerous issues.  In addition to the management of this specific tenant issue, our office contacted ************** and requested additional patrols throughout the community.  Regarding pest control, Regency has a very active monthly pest management program in place since New Star was appointed the community's management team in 2019.   While the program is ongoing, vendor reports and our observations are that pest presence in the community, although not fully eradicated, is under control.   

  While I believe I have addressed the specific statements from the complaint, I do want to point out that HOA fees are determined by the Board of Directors per New Hampshire State Law.  Unfortunately, upon appointment as the management team for Regency Estates in 2019, it was identified that there has been substantial deferred maintenance over decades.  With collaboration with the Board of Directors, significant repairs and capital replacements have been made to "catch up" on deferred maintenance.  Although there are few amenities, such as a pool or tennis courts, HOA fees are established to address maintenance repairs, some of which had been deferred for some time.   The overall grounds and facilities for this community has been significantly upgraded since 2019 reflecting the investment from the community. 

  Customer Answer

  Date: 08/16/2024

  Complaint: 22104068
  
  I do not accept the business's response as a resolution to my complaint because: answer only partially addresses concerns.

  
  To begin, I truly appreciate the prompt and thorough response. However I have mixed opinions about the content of the response.
  
  Starting with the three violations in question which I believe include:
  - Not moving a car for snow removal - A valid infraction and happy to pay it
  - Not have the correct door color - Door was installed prior to moving in and not my doing, but was happy to pay the fine and to paint it myself
  - Confusion about what qualified as patio furniture - Again, happy to correct this after clarification
  My concern lies in the fact that over the last few months a short walk around the property reveals numerous similar violations that seem to be from an outside perspective to be ignored. There is at least one in-window AC unit, a propane grill, privacy screening, a busted screen door (hanging over an entryway), a vehicle that was involved in a collision and leaking fluids in the parking lot, and multiple dogs whose owners don't clean up after themselves. All of these are ongoing concerns and should be addressed in the same manner as I experienced.
  
  As for the criminal activity, this sounds sorted and in a timely manner. You have my respect and appreciation there as someone who previously had mail stolen.
  
  Concluding with pest control, maybe we have different definitions for 'under control'. As you may have also seen in my record I have on numerous occasions put in requests that ***** activity had been spotted either in the building in general or in the unit itself; most recently on 08/08/2026 which prompted this inquiry. While the treatment schedule and routine checks seem to be maintaining a stable level or activity, the frequency that this seems to crop up is still a bit concerning. Additionally concerned that each update email includes that multiple units in each round of checkup do not participate.
  
  Looking forward to your response.
  Sincerely,
  
  ***********************
  

  
  

  Business Response

  Date: 08/20/2024

  I have reviewed the subsequent input from **************.  Bottom line, within the condominium world in general and Regency in particular, I would recommend he attend the next scheduled Board Meetings.  There are a ton of moving parts in community management.  Things are regularly addressed that would answer his questions regarding compliance and insect management as well as updates on illegal activity.  The detail level now in question is best answered with questions at the Board Meeting.   

  I can attest that compliance reviews are regularly made, as evidenced by the fact that ************** has received 3 different violations in the past.  The details on other compliance issues; again, can be reviewed in regularly scheduled Board Meetings.

  If there are further questions, ************** is welcome to contact his property manager, or my office.  This will be my final communication through BBB.

  Customer Answer

  Date: 08/21/2024

   
  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,
  
  ***********************