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:02/01/2025

  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 am writing to formally express my concern regarding the ongoing issue with the exterior lighting in our development. Specifically, several lights outside the community have been non-functional for nearly a year, and despite numerous requests and assurances that the issue would be addressed, no action has been taken.

  

  Business Response

  Date: 02/25/2025

  Dear ******,

  Thank you for bringing your concern to our attention regarding the exterior lighting in your community. I genuinely appreciate your patience and would like to help resolve this matter as soon as possible.

  To better assist you, I kindly ask that you reach out to me directly at your earliest convenience. If you could provide the name of your community association or your property address, I will be able to look into this issue more thoroughly.

  For your convenience, you are always welcome to contact us at *****************************************************, or you may reach out to me directly at *********************************************************.

  Please dont hesitate to reach out if you have any other questions or concerns.

  
  I look forward to your reply and am here to help.

  
  Kind regards,
  **** *******, CMCA, AMS, PCAM

  President

  Landmarc Real Estate, Inc.

   

  /Landmarc Real Estate

  
  

• Initial Complaint

  Date:10/10/2024

  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 water damaged to my home which was caused by my neighbor Dec 2023, my community bylaws state that it is the responsibility of the *** and management company (Landmarc Real Estate) to handle my repairs. The management company handling our community association has stated (via email) that they were moving forward with my repairs and covering my restoration services, it has been 4 months and no repairs. Both the *** and the management company are in breach of community bylaws.

  

  Business Response

  Date: 11/27/2024

  Good afternoon,

  
  I hope you are doing well.

  I am writing to provide an update on the unfortunate matter involving the condominium associations master insurance policy, the unit owners insurance policy carrier, and the condominium associations legal counsel.

  
  Ms. ***** attended a recent meeting with the condominium associations legal counsel, during which options to move forward were discussed. A claim has been opened with the master insurance carrier, and we are currently awaiting communication from the other involved party regarding their insurance coverage and what it will provide.

  
  Please note that the condominium association has been the only entity actively attempting to review the damages and seek reconciliation, regardless of the responsible party. However, the deductible for the master insurance policy is $25,000, and the quoted repairs and water mitigation efforts do not meet this deductible threshold.

  
  We understand the complexity and sensitivity of this situation and remain committed to facilitating communication among all parties to ensure the matter is resolved appropriately. If you have any questions or require further clarification, please do not hesitate to reach out.

  
  Thank you for your understanding and patience as we work through this matter.

  Best regards,

  **** *******, CMCA, AMS, PCAM
  President
  Landmarc Real Estate, Inc., AAMC
  P: ***********************
  F: **************
  M: **************
  Emergency: **************
  P.O. Box 7268
  ************************
  ****************************

  Customer Answer

  Date: 11/27/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am still awaiting for the home repairs to be completed, and in addition, I am currently paying the mitigation bill, which should be covered by the bylaws. I am the only individual facing this financial strain in this situation.
  
  Regards,
  
  ******* *****
  
  
  
  
  

  Customer Answer

  Date: 02/04/2025

  On December 19, 2023, I experienced significant water damage originating from my neighbor's unit, impacting two floors of my residence. I promptly notified both the ********************** (***) and the management company regarding this issue. According to our HOA bylaws, the association is responsible for addressing my damages and pursuing reimbursement from my neighbor. Despite having submitted a prior complaint, I have not received any resolution. Additionally, I was informed that the ***'s insurance company issued a check on October 31, 2024, to cover my mitigation invoice; however, I have yet to receive this payment and am currently covering the costs myself, despite the check being sent to the management company. I am increasingly concerned about how the management company is handling my case, as they appear to be in direct violation of the community bylaws.

  

  Business Response

  Date: 02/25/2025

  Hello, 

  Our team is in the process of reviewing this complaint and will advise with a more comprehensive reply at our earliest convenience. 

  Best regards.

• Initial Complaint

  Date:08/12/2024

  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.

  Landmarc real estate is responsible for managing the care and maintenance of my homes exterior including lawn care and maintenance. Since on and before January 1 , 2024 landmarc has failed to uphold the terms of their services. The community members including myself have not received proper maintenance of our lawn or care. Additionally, the association has wrongfully charged us for an irrigation system that it does not utilize and had not been used all year. In terms of lawn maintenance, the company is responsible for cutting and maintaining our lawn. The company has only had weeds in our grass removed by having a company cut it with a weed eater falling to maintain and care for the rest of our lot and land. Currently the community is overgrown with grass and weeds. The grass in the valley run community has not been cut or maintained since last year prior to winter. The association has given excuses regarding the weather and seasons however there have been many opportunities for the grass to be cut. I have asked the association to remove the lawn care and maintenance from my monthly charges to which they responded "this is not an a Ia carte service." I have asked the association about reimbursement should i get my own lawn maintained to which they responded that they would not reimburse me. I have asked the association to provide a copy of our by laws and constitution and contracts associated with lawn care and maintenance or other items they are overseeing and the community has refused to provide the requested documents. I have asked to be able to present my car before the board and was told I could do it at the next association meeting which is not routine and does not happen very often. Therefore I have no confidence or good faith that landmarc will uphold it's commitment to the community or willingness to resolve this complaint. It is my hope that by reporting to the BBB that the company will refund services not provided and any requested documents

  

  Business Response

  Date: 08/22/2024

  Dear ************************,

  Thank you for bringing your concerns to our attention.Landmarc Real Estate, Inc. is the managing agent responsible for overseeing the management of the association, including the coordination of third-party service providers like the grounds maintenance contractor. We understand your frustration and want to assure you that work is performed in accordance with the contract established with our grounds maintenance provider.
  Please know that we are taking a proactive approach by implementing additional lawn care treatments and working closely with the grounds maintenance provider to expand the scope of work for the 2025 grounds season.
  Our community manager has been in contact with you separately to follow up on your complaint, and it is our understanding that we have provided information to help clarify any misunderstandings.
  If you have any further questions or concerns, please feel free to reach out.
  Best regards,
  
  ***********************, CMCA, AMS, PCAM
  President
  Landmarc Real Estate, Inc., AAMC
  P: ***********************
  F: **************
  Emergency: **************
  P.O. Box 7268
  ************************
  www.e-landmarc.com

• Initial Complaint

  Date:08/09/2024

  Type:Delivery 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 19 JUL, my insurance adjuster was able to get a hold (after many attempts and days)of ********************************* who is the property manager for my community, to retrieve the bylaws and CCNRs in order to reverify who is responsible for the common elements on a home. The same day, we coincidentally received a violation for having our trash bins visible in front of our home via email. I responded to the email stating that we have contractors working inside our garage where they store equipment and also due to the heat, leaving the bins inside the garage pose as a health concern. I also mentioned that we have kept them outside all summer and was never cited. I never received a response. On 26 JUL, ********************************* emails me the bylaws and states that due to homeowner negligence, it is the homeowner's responsibility to take care of the common element we had concerns for. I respond that the *** replaced the siding on my home in 2020 and provided proof of such. I received no response. The same day, I sent an email to Landmarc as a whole stating community wide concerns, frustrations with the current management, and lack of upkeep of the community by the ***. I received no response. On 01 AUG I made Landmarc management aware if no response is received by 15 AUG I will be involving my lawyer. On 02 AUG *******************, ************************************* supervisor stated that they are reviewing this internally and reemphasized that ********************************* will be taking care of the matter. The company has stated that they have to conduct thorough research through the archives to find proof that the *** is responsible for the common element (even though I have provided proof several times). The company has extremely poor communication and professional skills. It was not until I mentioned that I intend to involve legal was when they were responsive. I still intend to involve legal not just for my sake, but for the community who has numerous concerns as well. They have still not resolved my issue.

  

  Business Response

  Date: 08/22/2024

  Dear *********************,
  
  I am writing to inform you that the matter referenced in BBB Case #******** has been turned over to the Associations legal team. As this is now a legal matter, we will not be responding to any further communication regarding this complaint through the BBB.
  
  Thank you for your understanding.
  
  Best regards,
  
  ***********************, CMCA, AMS, PCAM
  President
  Landmarc Real Estate, Inc., AAMC
  P: ***********************
  F: **************
  Emergency: **************
  P.O. Box 7268
  ************************
  www.e-landmarc.com

  Customer Answer

  Date: 08/27/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Although this is in the hands of our legal counsels, this business is still extremely unprofessional in avoiding the essence of the matter. This matter should not have even gotten to this point if the business was proactive in providing answers to the residents in the first place. *********************** was on all correspondence regarding the heart of the matter and even still in his response to this BBB complaint, he is dismissive. 

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

  
  

• Initial Complaint

  Date:07/23/2024

  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.

  Since April I have asked for access to my HOAs accounting either by a statement being sent to me or via the tenant portal. Everytime Rose or ***** has said "accounting will get back to me", or " you need to contact our legal ****** They have also refused to allow me to attend the monthly management meetings instead telling me I can only ho to the yearly meeting.

  

  Business Response

  Date: 08/12/2024

  Dear *********************,
  
  Thank you for bringing BBB case number ******** to our attention. I would like to address the points raised in *********************************** complaint.
  
  ********************************* does have access to the online portal offered via our management software, Vantaca. It has been confirmed that ***************************** has accessed the portal multiple times and even reset his password in May 2024.
  
  Regarding the ledger block, it was temporarily restricted while ***************************** was with the attorney. This block was lifted near the end of June 2024, ensuring that ******************************* access should now be fully restored.
  
  To resolve any remaining issues, our VP of ******************************************* sent ***************************** an email through Vantaca, asking him to check the portal again and provide screenshots of any blocks he may still be encountering. She also mimicked his portal login and verified that his account information is visible and accessible.
  
  Ive uploaded a copy of the correspondence sent to ***************************** on Tuesday, July 23, 2024.
  
  Please let us know if there are any further concerns or if additional assistance is needed.
  
  Best regards,
  
  ***********************, CMCA, AMS, PCAM
  President
  Landmarc Real Estate, Inc., AAMC
  P: ***********************
  F: **************
  Emergency: **************
  P.O. Box 7268
  ************************
  www.e-landmarc.com
  
  CONFIDENTIALITY NOTICE: This email may contain confidential or privileged material which is intended for the sole use of the intended recipients(s). Any review, use, distribution or disclosure by others is strictly prohibited. If you have received this email in error, please notify the sender immediately and delete the message and any attachments from your computer.

• Initial Complaint

  Date:12/17/2023

  Type:Billing 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.

  After initially having issues with flooding in my basement since October 2022, anytime it rained, I am currently experiencing them again. I have repeatedly reached out to the *** for support in repairing the issue because the interior of my home (in the basement) is becoming damaged. When I originally reported the issue I was told, "Wait until it rains again". Well, it has rained several times since, and my daughter and I have continuously had to stay up late nights using the wet vac, walking up and down flights of stairs to dump it out, having to move furniture, washer, and dryer, and even rip up some of the flooring. The wall is becoming damaged, the baseboards are rotting, and every time it rains I have to be fearful that the basement is flooding with water. I continue to send emails, pictures, and videos and have called, and no response. I do not want to have to wait a whole year again before something is done. I have had surgery on one of my hips and I am planning to have another surgery on the other. This is challenging for me to continue to have to stress about my basement every time it rains. My body cannot handle the stress and the labor that has to go into cleaning up this. In addition, we may also have snow this winter and once that melts it will also be an issue. I cannot afford to replace all the damaged items in my home and they didn't support me with that issue when my basement was flooding underneath the staircase. I spend close to $400.00/mo for *** fees. This should not be something I have to fight this hard to have fixed. I have lived here for over 30 years and it has only become worse with the support and the cost to live here.

  

  Business Response

  Date: 01/04/2024

  Good morning,

  I've attached our response in PDF. 

  Please do not hesitate to contact my office with questions and or concerns relating to this matter. For your convenience, I can be reached via phone: ********************* or via email: *********************************
  

  Sincerely,
  ***********************, CMCA,AMS, PCAM
  President
  Landmarc Real Estate, Inc.

  Customer Answer

  Date: 01/04/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and appreciate the response. The challenge that I have found is that I have continually reached out to ******, my daughter has as well and we do not receive any response. I do not recieve texts, emails, calls, letters, any communication. If she would communicate with me and would continue to update me on the progression of the matter at hand I wouldn't have reached out to the BBB. However, this has been an ongoing challenge, communication has been little to none (heavy on the none). I am trying to be patient and this has become very challenging as I am getting older and I unfortunately do not have the support of my husband who passed. I know there are other people in the complex that have had issues with their home, I am not trying to negate those issues. However, no one is giving me any solutions for the time being. I am fearful that mold may be getting into the walls, my basement flooring is damaged, my outside landscaping/patio have continued to deteriorate. I am having to buy flood bags, wash my laundry at the laundromat, fill cracks to hold off the water in the meantime and my body is not young like it used to be. I cannot be down in my basement every time it rains vacuuming up the water, cutting more carpet away, moving my washer and dryer. What can the solution be in the meantime? 
  
  Regards,
  
  *******************************
  
  
  
  
  

  

  Business Response

  Date: 01/05/2024

  ******************,
  
  I hope this message finds you well and Happy New Year!
  
  You and I met many years back, December 2010, when Landmarc Real Estate, Inc. first began managing ******************************* Condominium ************************ I remember you and your late husband, ****. I always enjoyed speaking with him when I was in the community.
  
  I want to assure you that we take the ongoing challenges you have been facing with the flooding in your basement very seriously, and I am personally committed to help in resolving the matter as quickly as possible. I apologize for the lack of communication and we will work diligently to correct the communication failures.
  
  I have personally engaged with ****** to review the project status and to ensure a comprehensive assessment of the situation.
  
  You may also reach out to me directly at the contact information below, as it would be more efficient than communicating through the BBB. Please know that I pride myself on being a hands-on second generation owner operator and providing a **************************** experience.
  
  Thank you for bringing this to my attention, and I look forward to working closely with ****** to address and resolve your concerns.
  
  Sincerely,
  
  ***********************, CMCA, AMS, PCAM
  President
  Landmarc Real Estate, Inc., AAMC
  P: ***********************
  F: **************
  Emergency: **************
  P.O. Box 7268
  **************, ** 22404
  www.e-landmarc.com

  Customer Answer

  Date: 01/05/2024

  Good Afternoon, 

  **** I just want to say that I thank you for addressing this personally. I knew once I had the opportunity to speak with you, you would take my matter seriously. I made attempts to come to the office and speak with you directly, but there are so many changes with accessibility to you that I wasn't able. I looked for your email and couldn't find it. So again I truly appreciate you taking this matter and directly working with ****** to address this. Happy New Year and have a great weekend! 

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *******************************