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:05/05/2025

  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 have been emailing RJ Management for over a year asking for information regarding security cameras that overlook my building parking lot. I was told by a maintenance worker that the cameras weren’t working properly the night my vehicle was broken into and stolen from and advised to contact RJ Management for more information. Since I was previously on the HOA board, I knew that we were paying an outside contractor for the camera service and had inquired with RJ about the cameras’ status and whether we were continuing to pay for the service (and if so, why isn’t it working?). It’s been over a year and not a single reply.
  
  Additionally, RJ Management has repeatedly sent (and billed me for) certified letters over $15 in late HOA dues that have since been paid. I mistakenly forgot to increase my monthly auto debit to reflect a $5 increase in fees that took effect on Jan 1. I quickly paid the owed amount when it was brought to my attention, but continue to get certified letters mailed to my house. the most recent letter threatened to take legal action against me/charge me for any legal fees resulting from the action. I’ve emailed and called RJ several times to let him know the $15 was paid but they have not responded or changed its records to reflect this.

  Business Response

  Date: 05/06/2025

  Dear Better Business Bureau,

  
  Thank you for the opportunity to respond to this complaint.

  
  The owner’s account showed a past due balance of $15, resulting from an underpayment after the Association's monthly fee increased by $5 on January 1. The owner did not update their auto-pay settings, causing the shortfall to accumulate over three months. Once the issue was identified, all late fees were waived as a courtesy, and the owner’s account now reflects a $0 balance, which we have confirmed.

  
  The certified letter fee was not waived, as this is a direct, out-of-pocket cost paid by the Association to issue formal collection notices. It is not appropriate for the Association to absorb the cost of notifying individual owners of their own delinquency. This process is standard practice and in accordance with the Association’s governing documents.

  
  As a former Board member, the owner is well aware of the Association’s collection policy and the procedure for certified mailing in the event of delinquent balances. Nonetheless, the owner elected to post negative and misleading statements across multiple public and social media platforms, disputing a valid $15 certified mail fee, which was properly assessed.

  Regarding the security camera concerns, we were not aware of any open or unresolved issues related to the system. Given the seriousness of the allegation involving a vehicle theft, this is not an issue that would have gone unresolved or unaddressed. At the time this allegedly occurred, the owner was an active member of the Board of Directors and had direct access to raise and address operational concerns. Furthermore, the Community Manager assigned to Beacon Hill at the time is no longer with our company as of January 2025, and we are unable to verify any informal statements or claims allegedly made by that individual.
  

  We believe this matter has been addressed fully and appropriately, and we consider it resolved.

  Customer Answer

  Date: 05/06/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  First of all, RJ Management seems to be under the impression that my complaint is over the $15 dollars in HOA fees that I owed on my account. This is not true. I took full responsibility for the underpayment and fixed the problem when I received notification from RJ Management regarding the issue. My complaint was over the $20 "certified notice fee" that I was charged for, despite never receiving or signing for any "certified notice". On 4/9/25 I responded to RJ Management's "Second Notification", letting them know the account issue was resolved and asked that they drop the $20 charge due to the fact that no letter was ever sent. I received no response from RJ Management acknowledging this request or that the payment was received. On 4/30/25 I received a "Third and Final Notice" email informing me that I owed $40 - $20 for the certified letter that was never received, and another $20 for a certified letter that had yet to be sent. I responded to the email on 4/30/25, informing RJ Management that the account balance had been paid, provided a screenshot of the account in good standing, and once again informed them that I never received a certified notice and asked that the charge be dropped. On 5/5/25, I signed for a certified letter copy of the same notice that was sent to me on 4/30/25. After repeated attempts to speak with someone on the phone, I left a one-star Google review for RJ Management and filed this complaint with the BBB. Not only did RJ Management respond to my Google review and BBB complaint almost immediately, but his response insinuates that I am lying, which is simply not true.

  RJ Management claims that I did not inform the company about the security camera issue. Attached is a screenshot of an email response from *** ***** in April 2024 stating she would pass along my inquiry to the community manager. I received no response. 

  RJ Management also claims that I was an "active board member" in April 2024, when the issue of security cameras was raised. This is also not true. I had resigned from the board and did not seek re-election. ***** **** took my seat in March 2024. At the time of writing this, I have reached to the condo board for minutes from the April 1 meeting to support this fact.

  RJ Management claims that "As a former Board member, the owner is well aware of the Association’s collection policy and the procedure for certified mailing in the event of delinquent balances". Again, not true. The policy in question wasn't put into place until a few months ago. I resigned in 2024. ***** ****, who took my seat, is the board member who presented this idea, and I was not made aware of it until I received my first notification.  

  Lastly, in its response to my Google Review, RJ Management accused me of posting complaints to "multiple social media platforms and the BBB" - also not true. I left a Google Review and BBB complaint. No social media platforms were involved. RJ Management then decided to post its BBB response to the Google Review "for full transparency," knowing that it was full of lies and defamation. 

  
  
  Regards,
  
  
  
  ******* *****

  Business Response

  Date: 05/08/2025

  We have provided the facts and believe the matter has been appropriately addressed. We do not wish to debate these grievances in a public forum and will not be offering further comment.

• Initial Complaint

  Date:01/23/2025

  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.

  Since Rj Community Management assumed management of our very small condo association in 2019, the relationship has been defined by a lack of responsiveness by Rj. In that span, we have had two community managers assigned to our property, and we just got our third. The former one started out well, but about two years ago, she stopped returning emails and responding to maintenance requests. Our condo associations by-laws state that we are to have our annual meeting in July, and despite numerous requests to schedule the meeting from our single condo board member (were supposed to have at least three) over a six-month period, it was only after she was replaced that our new manager has scheduled the annual meeting for 2024 on January 30, 2025. More concerning, however, is that our former manager appears to have failed to collect fees from the change of residents and ownership of units in the building in 2024. Our by-laws dictate that every time that a change in residents (whether renters or owners) takes place, a move in or move out fee of $50 is to be collected to help with the costs of repairs to the building from any move. The 2025 proposed budget from ** shows an amount of $150 for collected Move In/Move Out Fees in 2024. According to my calculations, that amount should be at least $400. Our associations by-laws also dictate that when a change of ownership of a unit takes place, the new owner pays a buy in fee (labeled Document/Resale Fees) equal to three months of the current monthly condo dues for that unit, usually collected at the units closing." According to my estimations, the amount that should have been collected by our former manager in 2024 for the sale of three units is approximately $3,200. There is no amount listed on the proposed budget from Rj, but instead there is only a dash (-). My email requests for more information have gone largely without a response. In conclusion, I am very, very concerned about Rj Community Management. Thank you.

  Business Response

  Date: 01/23/2025

  ****, thank you for your communication through the Better Business Bureau. While I appreciate your feedback, I must clarify that some aspects of your complaint are factually incorrect. Id like to address these points and provide further context.
  
  The ****************** community, though small with 14 units, has presented significant management challenges due to the lack of active Board Members. Our team has consistently encouraged owners to join the Board, as a well-functioning and organized Board is critical to addressing the building's concerns effectively. Without this structure, our ability to support the community is limited, as certain decisions and responsibilities rest solely with the Association.
  
  Your statements regarding resales and fee collection are not accurate. By law,we are required to collect a Capital Improvement Fee equivalent to three months of dues at closing, and this has been diligently enforced. Similarly,move-in and move-out fees are collected in accordance with the Associations documents for resales. Rental units are billed and collected when the move is reported to our office.
  
  As you have alluded to in your compliant, the financial health of this small Association depends heavily on the members. As of January 23, 2025, your outstanding balance of $12,030.99 has placed the Association in a financially challenging position. Although we can appreciate your concerns about perceived missing payments, we urge you to prioritize resolving this balance to ensure the community can meet its operational needs.
  
  Given the ongoing challenges in managing the ****************** community, our company has decided to resign from our position. This decision was not made lightly but reflects the difficulties of managing a community without sufficient Board support and member engagement. A notice will be sent to all owners shortly.

  Customer Answer

  Date: 01/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for your prompt response to my complaint with the Better Business Bureau. It is, indeed, unfortunate that I had to file such a complaint, but the lack of responsiveness by both you and Rj Community Management in general forced such an action on my part. 

  Your response is interesting. You label the comments in my complaint as not accurate, and yet you fail to provide documentation that the move in and move out fees and/or the three months condo fee buy-ins were, in fact, collected. Instead, the only documentation provided by ** to the owners of the condo association seem to indicate that they were NOT collected. To simply say that they were collected is not acceptable. I would request that you provide tangible documentation that those fees were, in fact, both collected and deposited into the associations accounts. 
  
  In your response to my complaint, you then follow up by mentioning me personally and my outstanding balance of condo dues when I do, in fact, have a repayment agreement that is a legally binding contract that I have fulfilled since its inception. That agreement was made when the association had a three-person board as required by the by-laws, and it was written by a lawyer, for whose fees I am now responsible. 
  
  I also have letters between the lawyer and myself that guaranteed that my case would remain a private matter, a condition of the agreement that you have chosen to break in what appears to be an obvious attempt to deflect attention from the true matter at hand that our former community manager appears to have failed to collect fees owed to the association in accordance with its by-laws. This is an old legal maneuver, and both my personal lawyer and myself are onto it. Please do not mention this matter again to anyone associated with the condo association, or else you put yourself at legal peril. 
  
  Your resignation as our associations management company, again, deflects attention from the fact the fees appear to not have been collected and are, therefore, owed to the association, which raises a number of interesting questions, the most prominent of which is what happened to that money?
  
  I understand your frustration that our association has had great difficulties recruiting owners to serve on the condo board. It is an ongoing problem that our association has had to deal with, and it frustrates me personally greatly. Having only one board member has proven to be grossly inadequate for the proper and smooth management of our small association. 
  
  But to abandon our association when there is a cloud of uncertainly over your organization regarding the possible absence of collected fees is rather interesting, at best. I only hope that you will work ethically for a smooth transition to our next community management company. Thank you.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:12/26/2023

  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.

  We live in a community in Warrendale,PA managed by RJ Property management .We emailed the RJ Property management manager last week that we wanted to list our unit for rent. He said we need to submit the request in paper to board. He also said "Currently the rental is at the max and the board is not approving any additional rentals currently.". When we asked what's the cap set for rental, he said there is no such cap. We asked multiple times respectfully on what were the units that were rented, he didn't answer and ignored it completely. Instead he was giving generic reasons why board might not be approving the requests.
  
  When I said I will have to raise the complaint in BBB, he said "I am not required to provide you with all the rental units in the association. I think maybe you should reevaluate your approach and threatening emails toward someone who is simply providing you with information. The Board has voted and DENIED the request for a rental at the XXXXXX(our unit address) . " . He didn't attach any official letter from the board for the denial.
  
  There is no by-law in our HOA policy that states what are rules that need to be followed while approving or denying the Rental permission. It just states that approval is required from the board.
  
  In all emails we sent we have always requested the info only. We never asked anything disrespectfully. Since he was not at all answering my question even after persistently asking multiple times, I had to resort to BBB as the last resort.
  We need the following information :
  1. What were the units that were rented ?
  2. When did the Board give approval to the existing rental units?
  3. Official denial letter from the HOA Board for our unit listing out the reasons
  4. Has the board denied any such rental permission requests before?

  Business Response

  Date: 01/15/2024

  As an owner of a unit in the Park at Marshall, A Condominium
  you are subject to the Community Documents that were provided to you when you
  closed on your home. In addition the Board of Directors is permitted to make reasonable
  Rules and Regulations for the community, interpret the community documents, and
  is tasked with the day to day operations. This includes any issues related to and/or
  approving of rental units within the community. Our office simply manages the
  Association on behalf of the Park at Marshall, A Condominium Board of Directors
  and take our direction from the Board.  
  
  After taking some time to review this complaint with the
  Park at Marshall Board of Directors and the assigned Community Manager in our
  office I am writing to provide you the following update.
  
  Your request to rent your unit at the Park at Marshall, A Condominium
  was denied by the Board of Directors based on the Declaration that was provided
  to you. A letter was sent on behalf of the Board from our office to inform you
  of the denial for your records.
  
  Unfortunately, we are unable to provide you with the total
  number of units rented in the community, when those units were approved for rental,
  or if a request had been denied in the past for privacy reasons which was
  already communicated to you. This is standard practice in the Associations we
  manage when dealing with sensitive homeowner data.
  
  Thank you for your understanding.
  

  Customer Answer

  Date: 01/19/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  1. Board of Directors is
  permitted to make reasonable Rules and Regulations for the community with
  the required approval of the members of the community only. Board of
  directors can't be making the changes independently to the by-laws and
  keeping them to themselves. Board meeting has to be held and changes have
  to be proposed and if they get the required approval, it gets added to the
  by-laws otherwise they would be discarded. The amended by-laws have to be
  emailed to all the members of the community.

  
  2. Crystal clear rules have to
  be framed regarding the approval or denial of the rental for the units,
  otherwise Board of directors can just deny my request for any reason and
  provide different vague reason in the denial letter like the one they gave
  for me. It should be pretty clear beyond any doubt like rental cap(% of
  units) or no short term rentals or minimum 1 year lease, etc. Currently no
  such rules or by-laws exist to deny the rental approval request. Big
  Decisions just can't be made on the fly.

  
  3. When I reached out to one of
  the Board members(Since RJ Community Management(RJCM) stopped responding
  to me) to get the reasons for denial, he has listed different set of
  reasons born out of alleged complaints( he quoted those came from RJCM and
  believed they were true). RJCM  is
  not just taking directions from the Board. It seems like RJCM influenced
  them to deny my request by giving some reasons and the denial letter sent
  to me  had completely different set
  of vague reasons listed. If the Board had to deny my request for the
  reasons one of the Board member told me, they should have properly amended
  the by-laws first to include rules to deny the rental request for the reasons
  listed and that would apply for the future requests only. Again, currently
  there are no rules or by-laws exist to deny the rental approval request.

  4. Sharing the information
  whether a unit is rented or not is not private data as its published in
  the public websites like Zillow every now and then. Even now I see there
  are ads for 2 units in Zillow in our community. If RJCM , being a third
  party person , can have access to the information pertaining to our
  community, why can't I have that which is not a private data. If the Board
  is implementing rental restrictions, then this information has to be
  shared. Otherwise there won't be any transparency in that process.
  
  ****VERY
  VERY IMPORTANT ****
  5. RJCM said Board has been
  denying the rental requests since 2023. But I have attached the email
  communication with RJCM on 6/7/23 wherein RJCM stated that there are no
  rental restrictions and the Board is trying to amend the rules to put a
  rental cap. After RJCM 's confirmation only, we got into a contract to buy
  another home .  Since 6/7/23, none
  of the members have received any email communication regarding the rental
  restriction rules. Also one of my neighbors rented his home after April
  2023 .He did text me saying he didn't have any issues with the Board for
  the rental request approval.  It
  looks to me that RJCM is unnecessarily harassing me for no reason.
  Attached the email communication with RJCM after redacting the personal
  info.
  
  
  Regards,
  
  
  
  ************ ******* ******

  Business Response

  Date: 01/22/2024

  We have no further comments.

  Customer Answer

  Date: 01/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is not satisfactory to me. 

  RJCM should have provided the information that I had asked for. Instead I had to raise a complaint in BBB to get it. Even then they haven't answered all my questions. Information that they provided is not true . I proved them wrong by attaching the evidence . They also didn't deny that they lied to me. This shows that they are not trustworthy.

  
  
  Regards,
  
  
  
  ************ ******* ******