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:07/02/2025

  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 am a homeowner in Summit County, Ohio, and a member of a homeowners association (HOA) managed by Barnett Management. Since purchasing my home in 2019, I have experienced repeated issues with the management company’s failure to comply with Ohio Revised Code Section 5312.05, which requires that any amendments to a planned community’s declaration or bylaws be filed with the county recorder to be legally enforceable.
  
  Despite this legal requirement, the HOA board—under the management company’s oversight—has made multiple changes to the Design Guidelines over the past seven years without recording them with the Summit County Fiscal Office. However, the official documents recorded with the Summit County Fiscal Office allow playsets that meet the design guidelines. These unrecorded changes are being enforced against homeowners, creating confusion and inconsistency.
  
  I have personally been denied approval for a playset that met the official design guidelines twice—in October 2019 and again in June 2025—based on a restriction that does not exist in the official, recorded documents. The restriction appears only in a revised version of the Design Guidelines posted on the management company’s website (which requires a username and password), which has never been filed with the county.
  
  In 2018, the board voted 3–2 in an executive session to unofficially prohibit playsets. This decision was not submitted to the community for a vote, was never recorded with the county, and the meeting minutes and related newsletter were never made publicly available on the management website. When I moved into the community in 2019, there were still two playsets present—"grandfathered" in under this unofficial change—further highlighting the inconsistency in enforcement.

  

  Business Response

  Date: 07/02/2025

  This homeowner is upset
  because the rules state that you cannot have play sets in the community. There
  was a request for her to install one and it was denied by the board of
  directors there is now a survey out to the development to see if they would
  like these rules changed but in the meantime all we are doing is our job and
  enforcing the rules of the community. This is not Barnett management's decision
  this is the rules of the development

  Customer Answer

  Date: 07/02/2025

   I am rejecting this response because: 

  Barnett Management has failed to comply with Ohio Revised Code Section 5312.05, which requires that any amendments to a planned community’s declaration or bylaws be filed with the county recorder to be legally enforceable. My requests for a playset have been denied since 2019, but the official documents on the county website allow playsets. 

   

  
  

  

  Business Response

  Date: 07/02/2025

  The recorded documents state
  that the design guidelines can be changed by affirmative vote of the board at
  any time without homeowner response this is in the recorded documents. After
  the designs were changed there was a newsletter sent out to the homeowners
  regarding this change. 

  Customer Answer

  Date: 07/02/2025

   I am rejecting this response because:  Section 5312.05 (a) in the Ohio Revised Code states that "No amendment to the declaration or bylaws is effective until filed in the office of the county recorder."
  
  
  
  

• Initial Complaint

  Date:06/21/2025

  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.

  On 3/18/25, I messaged our ******* property manager (email) about obtaining 2 FOBs, 2 analogue keys, and 1 gate opener for my property. We live in an old YMCA that ******* manages, and without the above, I would not be able to access the building/my property. Over the next six weeks, I sent multiple follow up emails to ******* to obtain the keys/FOBs/openers. I received no response. I reached out to Barnett's office manager, as well as, Barnett's owner, and I received no assistance. Barnett's office manager is unable to assist in my request, but she did speak with our building manager, as well as, Barnett's owner. I received NO email response or call back from Barnett's owner, despite tagging him on everyone email that I sent and leaving multiple voicemails. On 5/1/26, 6 weeks after my initial request for keys, I received a response that they would be ordered. I was advised that I would have an update shortly thereafter. I did NOT receive an update, so again, I began calling and emailing our building manager, Barnett's office manager, and Barnett's owner to get an update. Nearly ALL of my emails have been ignored. I have NEVER received an email or call back from the owner of Barnett. After another 4 weeks of waiting, I finally received the gate opener to the parking lot. The 3 month mark passed, and I still do NOT have the 2 FOBs or the 2 analogue keys that I requested. I have no way to access my property at this time, and if the power goes out, I have no analogue keys to enter the building. I spoke with our new building manager and discussed the above - I advised her that I would give her a week to get it straightened out. The week passed, and again, my emails to her, the office manager, and the owner have gone ignored. I stated that I wanted the keys in my hand by the end of the week as it's now been greater than three months since I originally requested keys to my building or else I would file a complaint with the BBB and consider a lawsuit. Still, no response.

  

  Business Response

  Date: 06/25/2025

  Good morning, We have been in content communication with this owner in contrary to the comments. There was an issue obtaining the keys with the manufacturer and we now have a direct contact to have these in the Boards possession very soon. The Board members are the people that program these keys and BMI was not informed that they were out of stock until this request came in. in conclusion we should have the stock in the office within a week or so.

  Customer Answer

  Date: 06/29/2025

   I am rejecting this response because: The response from ******* Management that they have been in constant contact with me is a blatant lie, and I will NOT be gaslit. I sent the first email to ******* Management with my request on 3/18/25. Over the next month, I sent an additional FIVE emails to ******* without a response - these emails were tagged to our building manager, Barnett's office manager, and Barnett's owner. I finally received a response from Barnett's office manager on 4/24/25 that the issue would be looked into - however, there was NO follow up. There was NO COMMUNICATION from ******* to me between 3/18/25 and 4/24/25 despite my multiple emails. During this time window, I also called ******* multiple times and was told - 'someone would look into it' and 'someone will get back to you with an answer.' I received no follow up calls, and no one got back to me with a solution. It was not until 5/1/25 that I received an email back from our building manager. Our building manager took 43 DAYS TO RESPOND TO MY INITIAL REQUEST. Again, these was NO CONSTANT CONTACT as ******* is claiming/lying about. Per our ******* building manager, the keys/FOBs were ordered on 5/1/25, however, this turns out to have been a lie as our new building manager says there is NO RECORD OF THIS BEING DONE OR REQUESTED! The original building manager said she would reach out to me within 24 hours. I did not receive a follow up email within 24 hours. I sent additional emails to ******* on 5/1/25 (no response), 5/6/25 (no response), 5/9/25 (no response), and 5/14/25. I also made multiple phone calls to ******* during this time window without progress on my request. My emails on 5/1/25, 5/6/25, and 5/9/25 were ignored by our building manager - as were all of the other emails I sent her. My email on 5/9/25 was ignored by our building manager, Barnett's office manager, and Barnett's owner. I finally received a response on 5/14/25, again, stating that the keys/FOBS were ordered. The building manager said she would follow up with me by the end of the week - surprise - she did NOT. I emailed again on 5/22/25 as our building manager did not follow up as she said she would. I finally received an email from Barnett's owner asking about the status of the keys - this is the first and only time he responded to any of my emails (he has not responded to any of my follow up emails or calls after this). The ******* owner also has not returned ANY of my multiple voicemails. In addition, the ******* office manager said she would reach out to the ******* owner with my complaint and have him reach out to me, personally. He did NOT reach out to me (this was over one month ago). I sent an additional email to our building manager, the office manager, and the owner on 5/27/25 and 6/4/25 that were ignored. Again, during this time window, I called Barnett's office multiple times to get this resolved, and they continued to tell me that 'it would be addressed.' It still has not been addressed. Sometime in early June, I received a notice from our HOA that ******* had changed our building manager. There was no communication from ******* to our HOA that they were switching our building manager. I reached out to our new building manager on 6/13/25 and spoke with her on the phone. I told her of this issue, and she appeared completely ignorant of it. Per our new building manager, there was NO documentation regarding this issue, and she was completely oblivious to the request and all of my emails. There was no documentation that the previous building manager was attempting to get me keys or that a request had been made to the vendors. I advised her that I would be contacting the BBB and considering legal action if I did not have my keys to me within one week. Our new building manager said she would reach back out to me the following week to make sure this was addressed. The building manager did not reach out to me as stated, so on 6/20/25, I again sent another email as it had been 7 days since our previous talk. This email did NOT receive a response until 6/24/25, and the building manager said she would be making copies of the keys by the end of the week. The week ended, and I did not receive my keys or any additional communication. It is now 6/29/25, 5 days after I was told the keys would be made by the end of the week, but I am still missing my keys. I have sent dozens of emails to ******* and called them countless times - and this issue has not been resolved. I have left multiple voicemails with their owner, and he has not reached out to me. Their claim that they have been in constant contact with me is a blatant and fabricated lie - I have documented proof of my phone calls, as well as, all of the emails that I have sent without a response. This is not the first time they have ignored issues for our building, so I made sure to save every communication between myself and Barnett. They should be held accountable for this gross negligence, and they should be held accountable for LYING to the BBB, stating that they have been in constant contact with me. It has now been 103 days since I made my request for keys, and I am still waiting for my FOBs/analogue keys. This is gross negligence, and LYING to the BBB is only icing on the cake. 

  
  

  

  Business Response

  Date: 06/30/2025

  As stated in the prior email, the keys were not available and ******* Management has zero control over the manufacturer. The Manager of the property has assured me that the keys are indeed on the way and will be received shortly. I wasn't to reiterate that the production of these keys ARE NOT done by BMI and the proper process to get these keys in has been and will continue to be followed

  Customer Answer

  Date: 06/30/2025

   I am rejecting this response because: Again, I am rejecting the response from ******* Management. Judging by the response from ******* Management, no one is actually reading my complaint. I submitted a request for new keys/FOBs on 3/18/25. I did not receive a response to this request from ******* Management. I then sent FOUR additional emails to our building manager that went unanswered. It was not until I called ******* (had already called multiple times prior to this without help) that I was finally able to get a response from our building manager on 5/1/25. I want an answer from ******* as to why FIVE EMAILS REQUESTING KEYS/FOBS were ignored in the FORTY-THREE DAYS from 3/18/25 to 5/1/25. If the original email had been acknowledged on 3/18/25, new keys could have been ordered on 3/19/25. Even if the vendor took 30 days to return a new set of keys/FOBs, they would have been delivered by 4/19/25. THAT IS TWO AND A HALF MONTHS AGO! These keys should NOT still be pending. It should NOT take 100+ days to get keys/FOBs to a property. If the power goes out, there is no way to access the building without analogue keys - ******* restricting my access to my property is unacceptable. It takes 5 minutes to create a copy of an analogue key - this could have been done on 3/19/25 if our office manager was not neglectful and did not ignore all of my emails. If the analogue key was created on 3/19/25, I could’ve picked up on 3/20/25 or had it mailed to my address. There is ZERO reason why an analogue key to the building takes 100+ days to obtain. There is NO VENDOR NECESSARY to copy an analogue key. At any point in the last 100+ days, how has NO ONE BEEN ABLE TO COPY AN ANALOGUE KEY?! In addition, ******* Management is LYING to the Better Business Bureau in their response. Per ********* response (lie): “As stated in the prior email, the keys were not available and ******* Management has zero control over the manufacturer. I wasn't to reiterate that the production of these keys ARE NOT done by BMI and the proper process to get these keys in has been and will continue to be followed.” I KNOW THIS IS A BLATANT LIE because I have two emails (the only two emails) sent by our building manager on 5/1/25 and 5/14/25 that state the keys/FOB were already sent to the vendor They explicitly contradict what ******* Management is telling the BBB. Per our building manager’s 5/1/25 email: “The order for all items will be placed tomorrow (5/2/25) and you will be notified on the status once they are ready.” Per our building’s manager email on 5/14/25: “Regarding the keys, everything has been ordered, and we are currently awaiting the following: Fobs: Have been ordered, currently awaiting them via USPS. Hoping to have by the end of the week. Front Door Key: I am waiting for the copies to be made, and I will be picking up directly from the company.” Based on those emails, someone is LYING. Either our building manager LIED on 5/1/25 and 5/14/25 when she stated that the key/FOBs had been ordered or ******* is lying to the BBB right now about the process to cover their tracks and made it sound like I AM THE ISSUE. I assure you, I am not the issue, and my request is NOT unreasonable.. I want answers to the following questions:
  
  
  1: Why was my request for keys/FOBs on 3/18/25 ignored for 43 days until 5/1/25? Why did our building manager IGNORE FIVE EMAILS requesting keys/FOBs during that 43 day time window? Why did our building manager NOT respond to my phone calls requesting these keys/FOBs either?
  2: Was our building manager lying in the 5/1/25 email when she said my keys/FOBs would be ordered the following day (5/2/25)? Or is ******* Management lying to the BBB now to cover their tracks?
  3: Was our building manager lying in the 5/14/25 email when she said my keys/FOBs had already been ordered and should arrive within the week? Or is ******* Management lying to the BBB now to cover their tracks?
  4: Why was this process not started appropriately on 3/18/25? Why does it take a formal complaint to the BBB to get ******* to take this issue seriously?
  5: Why does ******* believe it’s appropriate to make a tenant wait 100+ days to receive keys/FOBs to their building? This tenant has contacted ******* through email/phone calls dozens of times in the last 100+ days to get this addressed, yet, it is now only getting addressed after I have filed a formal complaint? My requests to do your jobs - to do the service that we are paying you to provide - is not enough? I think ******* Management is missing the BIG PICTURE. I REQUESTED KEYS/FOBS on 3/18/25 and still do not have them!!! Regardless of the process, the process does not take 100+ days!!
  6: Why has the owner of ******* not returned any of my voicemails requesting this issue be escalated?
  
  
  ******* Management can make as many excuses as they want, but if they would take the time to actually read the details in my complaint, then they would see that they made a SIGNIFICANT ERROR in managing this issue. Someone is NOT doing their job - whether is be our building manager or Barnett's staff as a whole, and based on the latest response from ******* Management, someone is lying to their tenants/the BBB.
  
  
  
  

• Initial Complaint

  Date:07/05/2024

  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.

  Per the 1st pic. I payed the management fee on 2/07/2023.
  On 6/15/2023 (pic 2) the money was refunded to me by the bank.
  Bank stated:
  Nobody cashed the check, after 6 months we return the money.
  Barnett Management is charging me late fees and attorney fees for late payment.
  
  I have lived in my current home since 2003 and never had an issue.or made a late payment.
  I tried to resolve many times as they told me it was illegal for them to tell me there was an issue with payment.
  I have this bill set up on auto bill pay and was paid on time. I don’t feel I should have to pay attorney fees or late fees.
  Immediately upon being contacted by the attorneys, I researched and saw that the money was returned by the bank. I immediately paid what was due.
  I feel I can prove, I mailed the check, they cannot prove it was not their error.
  
  They are charging, i their words: “the highest interest rate the law will allow”
  They can also put a lien on my home.
  Plus legal fees.
  
  I have contacted Barnett Managment (including ***** *******- owner to no avail.

  

  Business Response

  Date: 07/08/2024

  Please see the attached payment history along with the checks received by the bank. The late fees and collection procedure is approved by the Board of Directors and not Barnett Management. BMI does not collect ANY late fees from the HOA. Payments are sent to and received by the HOA bank and does not come to BMI for processing. The HOA did not get any payments until September of 2023 this would have triggered the HOA legal to send a letter to you and then file a lien. You were contacted 2 times mounts prior to your payment in September. 

  The management company has no authority to credit any late or legal fees. If you would like to send a letter to your Board of Directors please forward this to ************************** 

  Thank you,
  

   

  Customer Answer

  Date: 07/10/2024

   I am rejecting this response because:

  I have lived in this development for over 21 years with no issues on payments.

  Per my documents on my original complaint, I have proof from the bank the check was mailed in 02/2023. When I received a letter from an attorney stating I was not current I called a left a message and nobody would call me back and wrote it off as fraud as I researched and my payment was made. (Bank records).

  The attorneys reached out again and upon further review I saw that the money was deposited back into my account. The bank verified the check was not cashed. This is when I made the payment “AGAIN”.

  I called and verified it was processed along with calling prior to verify billing information. Barnett verified I had the correct billing information.

  You will notice on my 3rd document attached, the payment is set up on auto pay to pay annually. I have done it this way for many years.

  Barnett did not cash the check, how am I supposed to know that? Yes, the attorneys contacted me twice, I do not believe until after June, again I told them it was an error as I had the check sent digitally) as explained on the second time once I verified the check was not cashed I submitted another check.
  The exact same way I did for the past years. This time it was cashed

  i never sat back on this issue, I had an email exchange and many conversations with **** (Barnett) trying to settle this dispute. She consistently informed me it was illegal for Barnett to let me know there was a payment issue. ONLY the attorneys could do this. 
  I called and emails ***** ******* as well, with no response. 
  i can prove the check was sent on time,  can Barnett prove” this was not their error? 
  Being a resident in good standings for 21 years, I am shocked at Barnetts handling of this issue. 
  

  

  Business Response

  Date: 07/10/2024

  I
  am sorry, Barnett management has no authority to credit these fees. From the
  day that your account became delinquent you would have received a letter from
  us a validation notice from the attorney and the lien notice all prior to your
  payment received. There were multiple communications notifying you of the non
  payment. 

  Customer Answer

  Date: 07/10/2024

   I am rejecting this response because:
  
  
  My account only became delinquent when Barnett failed to cash the check.

  this was not my error,

  kf this doesn’t get fixed through BBB I will start taking the owners to court. I have tried for months to get this cared for.

   

  I will have no other options. 

• Initial Complaint

  Date:03/13/2024

  Type:Customer Service 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.

  Entered by BBB staff LO Consumer states she had 2 trees cut down in her patio area because a neighbor drove into them and damaged them. The business left the stumps so the trees cannot be replaced. The consumer has been contacting the business for over a year to remove the stumps. She says she calls on a monthly basis and they make promises but she is still waiting.

  Customer Answer

  Date: 03/21/2024

  [[BBB transcription via voicemail]]

   

  Consumer left a voicemail stating the matter has been resolved by the business.