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:08/23/2024

  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.

  Paragon Management Group is the property management company over *************** in *****************There are countless open concerns & issues unresolved with the *** that go back for years. This includes leaking roofs, busted sidewalks, siding peeling, over grown landscaping that blocks addresses and visibility to roads, drainage/grading issues, street lights out, and many more of which have all been reported. We have not received any major property improvements or replacements over the past 12 years. Yet we dont have the money to do all of roofs. They are in dire need. Engineering assessments were done on the property and the *** did not complete recommendations of concerns or issues that were flagged by the licensed professional. They also refuse to give us visibility to the reports that were paid for with community money. Homeowners have the legal right to view and make copies. Paragon is refusing to hand over the accounting books and any contracts. Homeowners have the right to view and make copies.Our landscaping contractor, ************* has not been licensed for some time. This is required by law. Almost all contractors or vendors utilized do not have uniforms, or logos on anything. We rarely are told who the vendor is even if we ask. If we get notified of anyone coming on the property it is less than a 24 hour notice and the vendor could be right outside your window. Only one meeting in 12 years which did not legally fall under the category of a special meeting or state of ** required annual meeting.We illegally have 1 person on the board. A minimum of 3 people are required by law. People have volunteered to be on the board and requested a meeting with the *** and community months ago. Paragon is not managing the community according to the laws and agreements of the community or the state of **. Homeowners barely get a response to communications when homeowners reach out. Lots of supporting emails on complaint.

  Business Response

  Date: 08/31/2024

  Paragon Management Group is the *************************** for Lakeside Villas ***. We were hired by the *** in 2007 and have worked with multiple volunteer Board of Directors during our tenure. I do believe we, along with the Board have always acted quickly during any emergency situations and worked within budget on many other concerns that have been mentioned such as roof leaks, etc. 
  
  
  Lakeside Villas is made up of 82 townhomes that all pay monthly association fees. These fees are then used to pay for the various maintenance contracts for the townhomes such as lawncare, insurance, exterior repairs, etc. This budget also has to provide for roof replacement and other capital expenditures which are occurring. Several buildings roofs have been replaced and more are being scheduled as the budget allows. 
  
  
  Financial statements for the *** are posted on our web portal which the owners all have access to. There are some contracts that aren't available for review but have all been reviewed and approved by the owner Board of Directors. That is how these organizations function. 
  
  
  There are currently 3 homeowner Board members and an Annual meeting is being scheduled in the next few months. The last meeting was held in December of 2023 but there wasn't a quorum present. 
  
  
  We are not aware of any licensing issues with the lawncare firm but do have current insurance information in place for the vendor.
  
  
  With regard to the specific concerns, we would need more specific information to research and provide feedback.

  Customer Answer

  Date: 09/06/2024

  *************** has 48 townhouses within the community not 82 as mentioned.  
  
  There is an email trail that exists between Paragon and 12 homeowners that have experienced the runaround in some form.
  Some have had roof repairs that took weeks and even months for Paragon to respond. Some are still pending repairs of leaks even after sending Paragon pictures and videos over a couple years ago. 
  
  My next door neighbor is still pending a siding repair where our houses meet that was reported countless times almost a year and a half ago by both of us with pictures.  
  
  A street lamp is pending repairs and barely works. That was reported with pictures countless times starting March 2024.  This is a liability that is not being taken seriously. 
  
   A sidewalk that is busted was reported back in May 2024.  There is still no repair, safety tape or even a cone in place.  Its the third time that this location has busted.  It is a liability that is not being taken seriously.  
  
  Houses have overgrown ****** that cover addresses and windows.  Many homeowners even additional ones not on the email trail have requested them to be trimmed below the windows for safety and better visibility for themselves and cameras.  This has been reported and requested countless times over the years.  
  
  The HOA is responsible for everything mentioned above.  Even though those items are pending, our money was used for things such as hiring a private security guard a few times, snow plowing (both of which are not included in our contract) and weekend work that included irrigation repairs, ****** removed, and trees cut down that were not dead.
  
  If something needs to be done within the community that falls within the contract but is not in the budget especially necessities, a loan or a special assessment is what responsible HOAs do.
  
  The HOA has a legal binding contract with the homeowners through the bylaws of the community.  Many of the state of TN laws parallel with the bylaws.  This includes having an annual community meeting once a year.  The community has only had two meetings in twelve years.  The first meeting in 2022 was not referred to as an annual meeting or a special meeting.  An agenda was never sent out and not every homeowner received an invite.  The most recent meeting in 2023 that didnt have a quorum was scheduled a couple weeks before Christmas through an email not an invite.  Homeowners waited in the virtual waiting room for an extended amount of time.  Some logged on and didnt think they had the right link and some dropped off from the wait.  We consistently get the runaround and rarely get items resolved.  
  
  The financials are supposed to be posted on the portal within a certain time period and especially when requested.  Often we have to request them to be updated and posted.  The books are separate from the financials. Just like contracts, homeowners have the right to request, view and copy them by law.  Even though this might be how Paragon functions, it is not according to the laws of the community and state.   
  
  Considering the trend of not following laws and the landscaping company not being licensed and charging an excessive amount, is a valid reason to request the books and contracts.  Paragon was made aware a few times that ********************************* was not licensed.  How are they being paid?  Are you also saying that you do not have a W9 on file for them? The meeting in 2022 and various times following, homeowners requested different landscaping bids. That has never happened and it's a missed opportunity to save money.
  
  Paragon made me aware that only one person was on the board in June 2024.  I could only be on the board temporarily per our manager and a meeting was going to take place in July or August for a proper voting procedure to take place. I never received any other communications beyond that.  It is now September and no communication has been sent out to the community about the board or a meeting.  When did we receive two board members? How did they become board members? Who are they?

  As mentioned, homeowners dont get responses or we get the runaround if items finally get resolved.  The specific concerns mentioned are not anything new, they are stale items.  Can you please resolve them.  

  Customer Answer

  Date: 09/16/2024

  I responded on 9/5/24 with this message below and I just got an email stating that I never responded?

  *************** has 48 townhouses within the community not 82 as mentioned.  
  
  There is an email trail that exists between Paragon and 12 homeowners that have experienced the runaround in some form.
  Some have had roof repairs that took weeks and even months for Paragon to respond. Some are still pending repairs of leaks even after sending Paragon pictures and videos over a couple years ago. 
  
  My next door neighbor is still pending a siding repair where our houses meet that was reported countless times almost a year and a half ago by both of us with pictures.  
  
  A street lamp is pending repairs and barely works. That was reported with pictures countless times starting March 2024.  This is a liability that is not being taken seriously. 
  
   A sidewalk that is busted was reported back in May 2024.  There is still no repair, safety tape or even a cone in place.  Its the third time that this location has busted.  It is a liability that is not being taken seriously.  
  
  Houses have overgrown ****** that cover addresses and windows.  Many homeowners even additional ones not on the email trail have requested them to be trimmed below the windows for safety and better visibility for themselves and cameras.  This has been reported and requested countless times over the years.  
  
  The HOA is responsible for everything mentioned above.  Even though those items are pending, our money was used for things such as hiring a private security guard a few times, snow plowing (both of which are not included in our contract) and weekend work that included irrigation repairs, ****** removed, and trees cut down that were not dead.
  
  If something needs to be done within the community that falls within the contract but is not in the budget especially necessities, a loan or a special assessment is what responsible HOAs do.
  
  The HOA has a legal binding contract with the homeowners through the bylaws of the community.  Many of the state of TN laws parallel with the bylaws.  This includes having an annual community meeting once a year.  The community has only had two meetings in twelve years.  The first meeting in 2022 was not referred to as an annual meeting or a special meeting.  An agenda was never sent out and not every homeowner received an invite.  The most recent meeting in 2023 that didnt have a quorum was scheduled a couple weeks before Christmas through an email not an invite.  Homeowners waited in the virtual waiting room for an extended amount of time.  Some logged on and didnt think they had the right link and some dropped off from the wait.  We consistently get the runaround and rarely get items resolved.  
  
  The financials are supposed to be posted on the portal within a certain time period and especially when requested.  Often we have to request them to be updated and posted.  The books are separate from the financials. Just like contracts, homeowners have the right to request, view and copy them by law.  Even though this might be how Paragon functions, it is not according to the laws of the community and state.   
  
  Considering the trend of not following laws and the landscaping company not being licensed and charging an excessive amount, is a valid reason to request the books and contracts.  Paragon was made aware a few times that ********************************* was not licensed.  How are they being paid?  Are you also saying that you do not have a W9 on file for them? The meeting in 2022 and various times following, homeowners requested different landscaping bids. That has never happened and it's a missed opportunity to save money.
  
  Paragon made me aware that only one person was on the board in June 2024.  I could only be on the board temporarily per our manager and a meeting was going to take place in July or August for a proper voting procedure to take place. I never received any other communications beyond that.  It is now September and no communication has been sent out to the community about the board or a meeting.  When did we receive two board members? How did they become board members? Who are they?
  
  As mentioned, homeowners dont get responses or we get the runaround if items finally get resolved.  The specific concerns mentioned are not anything new, they are stale items.  Can you please resolve them.  

  Business Response

  Date: 09/18/2024

  We responded to the initial complaint from this owner. She did not respond within your time frame so I am requesting this be closed. This person does this to our office regularly. Tons of emails to us.

  Thank you!

  Customer Answer

  Date: 09/19/2024

  There was only one response from Paragon Management.  They never reached out to me in any way nor did they resolve anything that was pointed out countless times.  
  

   

• Initial Complaint

  Date:08/02/2023

  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.

  Our neighborhood is the ******************** in ********* **. We are paying *************** but they are not proving the service and we are paying them. Refusing to set up a meeting and giving the board members the run around.

  Business Response

  Date: 08/02/2023

  This was all a misunderstanding. We had an employee recently leave our company and due to some miscommunication, we didn't have the right contacts in place to setup this meeting. This requested meeting was to be with the ***** of ********* and our notes showed no active ***** for a number of years. A meeting has been setup for this coming Monday evening with the client as requested. 

  To the issue of not providing service, that is really a stretch from the truth. Our company is tasked with full administration of their HOA and has been faithfully serving for almost 10 years. We manage all financial services plus maintaining all common grounds in addition to handling homeowner concerns, etc. 

  In summary, I would note a meeting has been set which was their only concern and was simply a misunderstanding. 

  Thank you!

  *****************************, President
  

  Paragon Management Group