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:10/19/2023

  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.

  My mom passed away and I own and I am the executor of her estate. I have requested a sticker for my car and they say since I do not physically live there I have to pay $50 for one. This is not acceptable whereas I own it and nobody else lives there and I need to go in and out frequently. Again, I get a hard time whenever I go to the gate to get in and this is not acceptable.One of there ground employees stole from my mother. I requested they send her ***************** to my address so I can pay them, I sent them a copy of my surrogate letter from Monmouth County courts stating I am the executor of all her assets.They are refusing to mail me her ***************** unless I give them a copy of her death certificate. First that is personal, there is absolutely no reason they need a copy of her death certificate to forward her bills to me. All they need is the surrogate court letter because I had to give the courts her info. There is absolutely no statue or law giving them permission to request her death certificate and withhold her info which is now mine and my property.

  Business Response

  Date: 10/26/2023

  In response to the complaint filed by ***************************, please be advised of the following:

  1) Our records indicate that the owner of record of *************************************************************** was ********************************  Her name is on the deed we have on file.Recently, we received correspondence and communicated with *************************, who advised us that her Mom had passed away and she was now the owner of the unit.
  

  As is typical,anytime an individual requests a change to a unit owners account information we require the appropriate documentation (for obvious reasons).  In this case, we requested a copy of the death certificate from *************   ******, refused to provide a death certificate,which we have never experienced in this situation in the past (over 40+ years in business).   Eventually ****** did forward a legible copy of the Executor Short Certificate from Monmouth County Surrogates Court. 
  

  Upon receipt of that certificate and effective October 23, 2023, the Estate of *************************** and ***************************, as Executor were updated in our records and listed as the owner of ********************    Therefore, any requests made by *************************** regarding the unit are being handled appropriately.  An account statement has been sent to her with regard to the unit's current account balance and the address on the account has been updated to the address she has requested.     
  

  2) Sheryls claim that One of there (their) ground employees stole from my mother is factually incorrect.  On Tuesday, October 10, 2023 one of our employees received correspondence from ****** stating Please do not share with anyone whereas I believe one of your employees stole from my mother while having access to her house and mail.  Let it be known that the individuals named by ****************** are not employees nor were ever an employees of Executive Property Management and our understanding is that ****** is pursuing this legally against those parties.
  
  3) It is true that ****** has requested an access car tag sticker at no charge to gain free access into the community as a resident.Please be advised that car tags stickers are only provided free of charge to owners who reside in the unit.  ****** is technically not the owner of the unit (the estate is) and even if she was she would be considered a non-resident owner in the community.  Therefore, ****** (like all non-resident owners) was notified that she is required to pay $50.00 in order to obtain a car tag sticker.  Please note that an individual is able to freely access a unit in the community without a sticker but for security purposes (since this is a gated community) is required to stop at the front security gate to gain access.  Finally, it is important to understand that Executive Property Management does not set these policies as they are set by the Board of the Association.