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Business Profile

Business Process Management

Rolling Rock Community Management

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Business Process Management.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/19/2024

    Type:Order Issues
    Status:
    Answered
    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.
    Details such as these are useful: Date of the transaction Since March of 2020 I have been paying into my *** **** with no response from the board or personal. I have sent in surveying maps, brought in community specialists and repletely reported violations with their attached rules highlighted. I have done everything I possibly could to get the attention for over two years even documented with pictures. Now I am getting hit with late fees for not paying for a service I do not receive. The amount of money you paid the business ***** a month for the past 27 months of repeated complaints. These are flat out request of destroyed yards, green spaces and obviously someone not doing their job, What the business committed to provide you They provided an outlined detailed description of the community standards and guidelines. The rules I am supposed to follow, while everyone gets to be omitted. What the nature of the dispute is Destruction of property, loss of property value. I request that I speak with the board and share my case back on 7/12/24. I have heard nothing, but we submitted your request and no call. Whether or not the business has tried to resolve the problem They have made zero attempts and do nothing. If the issue

    Business Response

    Date: 09/19/2024

    Rolling Rock Community Management has been managing ******************* since April of 2023 (not 27 months), they were managed by another company prior to coming to Rolling Rock. Faraday Hills *** is currently under "Declarant Control" meaning the builder, **************, serves as the Board of Directors. Rolling Rock works at the direction of the Board and in compliance with the CC&Rs. We do regular compliance runs through each association and send out violations as necessary. This is a process, and not everyone will comply right away. We have answered the questions/concerns regarding Shawns issues, per the email he has attached to this complaint. His concerns have been forwarded to the Board. Regular Meetings are not held under Declarant Control. Once the *** is 75-100% sold (currently at 34% sold),there will be a "turnover meeting" where owners will elect a Board of Directors consisting of owners in the ***. At that point, we will work at the direction of that Board. Homeowner dues are paid to the *** and deposited into the ******** account. Each owner has a copy of the budget, explaining where dues are allocated. 

    Thank you

  • Initial Complaint

    Date:08/28/2024

    Type:Order Issues
    Status:
    Answered
    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.
    The management company has a secret architectural review document that they will not share with members of the *** who are supposed to adhere to the nuances of the document. They only tell you specifics if you file an arc request to do something to your home. Their specifics conflict with local codes and rules. When you provide details informing them you will adhere to their rules, they make you jump through hoops and do silly things like get a tape measure out to show them exactly 5 feet in a picture because they arent able to see length in a picture. The amount of back and forth is starting to feel like discrimination of some form. *** already committed to adhere to all of the rules of the *** Ive been provided, so please stop asking for extra silly stuff.

    Business Response

    Date: 08/28/2024

    Hello. There is no "secret architectural review document" being withheld from this homeowner or any of the homeowners we manage. Rolling Rocks Architectural Review process is the same throughout all the associations we manage. Homeowners' login to our communication portal called Neigbrs. The application is in email format. It has a subject line with a drop-down box to choose "ARC APPLICATION ONLY" and then an open box to write what improvements/changes you would like to make. There is a place for attachments. The Architectural Review process can take up to 30 days. ************************* ARC application was submitted on 8/14 and approved on 8/21. We do go back and ask questions. We need to get very specific on these applications,so all of the information is included when the application is sent to the committee for approval. ****** (the builder) currently serves as the ARC and Board of Directors for *********** by Lennar HOA. We compile the information and send it to Lennar for approval. We did ask ********************** to provide a photo using a tape measure (8/20), and that is because from the photo that he sent in with his application it did not appear that his fence would be set back 5 feet. He replied with a photo on 8/20 at 7:35pm and his approval was sent to him on 8/21 at 1:45pm. Above, I've attached a screenshot of 6.1 "Architectural Review" from the CC&Rs for this association. I've also attached a copy of the photo that he sent with a line drawn where he would like to put his fence, and a screenshot of the response where we said it didn't appear to be setback 5 ft. and we asked him to show it with a tape measure. We were sent photos with measurements (also attached), and the application was approved the following day. Please let us know if you have any further questions.

    Customer Answer

    Date: 08/29/2024

     
    Complaint: 22171836

    I am rejecting this response because in the business response, it was stated that there is no secret document when in fact, while talking over the phone, ***** advised me of a document provided to him by ****** that he was using to work off of. Thats where the specifics regarding five feet back from our facade comes from, for example. He told me he would not share it with me due to the risk of it being abused.

    In my original submission, I indicated I would comply with the five foot requirement found on the document that allegedly doesnt exist, and thats when I received push back that I needed to go out with a tape measure, I guess to prove I would?

    I was disappointed to learn that this document they are working off of exists and the company would not share it. I am not satisfied with their response until this document is transparently shared with all homeowners.  To have them completely deny it exists has made me realize that our HOA needs to go in a different direction when it comes to a management company as soon as the builder turns it over to our board.

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

    Customer Answer

    Date: 09/16/2024

    Please open, mark it as satisfactory, and close again. The owner of the company reached out to me directly and made things right. 

    Thank you,
    ***************************

  • Initial Complaint

    Date:07/08/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 management company took over managing my HOA back in September. I got 0 notice of this and have not been contacted until recently because my HOA payments are overdue.

    Business Response

    Date: 07/08/2024

    We took over management of *****'s association in October of 2023. We sent out notice of the management change to all homeowners in September of 2023. We mailed everything to the address given to us by prior management. I was able to pull the original warranty deed that was sent to prior management at closing, and the mailing address on that paperwork is the property address where we have been mailing everything. ***** at any time, between October of last year and today, could have noticed that HOA payments were not being made. We've talked to him today and saved him from being sent to collections, so I'm not sure where the complaint is coming from. It is the homeowner responsibility to make sure their payments are being paid each month. The Board was able to give us a phone number for *****, so we called on June 26th and left a voicemail. Today a loan processor emailed requesting a statement for *****'s property. We mentioned the account was past due and that is when ***** finally reached out to us via email at 10:15am and we emailed him back at 10:17am asking how we can help with his account. He asked us to update his mailing address and we did. He has a proposed payment plan, to avoid collections, and we are sending that to the Board to see if they approve. We will let ***** know what the board decides regarding his payment plan. I have documentation for all of this if any of that is needed. Please remove this erroneous, unfounded complaint.

    Thank you

     

    Customer Answer

    Date: 07/09/2024

     
    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,

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

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