Business Profile

Property Management

United Property Associates

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Complaints

This profile includes complaints for United Property Associates's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

12 total complaints in the last 3 years.
4 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.

Initial Complaint
Date:04/21/2025
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.
In March of 2025, I received a water bill for over ***** I live in a HOA community managed by United Property associates(UPA). I've lived here for over a year now. The charges due are uploaded into the portal along with the monthly HOA dues, which I have always paid whatever the total collection was. I was told i had a balance from previous months which were never placed in the account for collection up until March, the HOA fee of **** and water bills from 2 billing cycles previously. **** *, explained that sometimes the meter fills up with water and mines was unable to be read because it was full of water, i escalated that to a manager who was very rude to me offered very little solutions strictly excuses primarily that the account was switching from one Accout Rep to another ********. She did not want to hear anything i was saying, mind you i escalated my concerns to her in march at the time of the incident, went ti the office and called back several times, when I finally reached her in April on the 21st after having to pay over ****, she said to me "Oh, how can I help you" and "I thought that was already taken care of", "You didnt talk to *******", which all of those answers were NO. Nobody reached out to me, no one sent me the print out of my water usage, no letters received. But the bill was paid , so maybe thats where the confusion that everything was taken care of stemmed from. This company is very lackadaisical towards property management and reefuses to take any accountabilty.
Business Response
Date: 04/25/2025
Thank
you for reaching out regarding your recent water bill and your experience with
your manager and accounting representative. We genuinely appreciate you taking
the time to share your concerns, and we sincerely apologize for the frustration
and inconvenience you have experienced.

We
understand how unexpected charges can cause confusion and distress. Your
description of the situation, including the communication difficulties and the
lack of clarity regarding your account, concerns us, and we want to ensure that
we address these issues properly.

To help
resolve this matter, we will undertake the following steps:

1.
Account Review: We will conduct a thorough review of your account to clarify
the charges, including the water bill discrepancies you mentioned.

2.
Customer Service Improvement: We are committed to improving our communication
processes and ensuring that our staff is adequately trained to address resident
concerns with the professionalism and support you deserve.

3.
Follow-Up: Once we have completed our review, we will reach out to you directly
to discuss our findings and any potential adjustments to your bill, if
applicable.

Please
allow us some time to investigate this matter thoroughly. We are speaking with
the manager, Russell, today. We appreciate your patience and understanding as
we work to resolve your concerns. We will follow up within the next week.

Thank
you for being a valued resident.
Initial Complaint
Date:03/05/2025
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.
I am a resident of Warrington Hall and currently pay HOA fees to two different associations here both ran by the same company. The landscaping is the responsibility of the business, I have been emailing with the property manager and her manager since Aug 14 in regards to trimming the trees. During the summer they stated the trees needed to be cut during the cooler months to prevent fungus in the trees. Finally in December only the Crepe Myrtle trees were cut, I emailed to inquire when the Oak trees would be cut and she said later on and weather pushed them behind. I've asked multiple times since and have been ignored. The issue is the trees overlap on the roof and gutters filling them with debris and allowing rodents to climb up and directly into the roofs and the branches are so dense that numerous birds rest and nest in them to the point we do not park in the driveway because of the amount of bird droppings on the cars, we can't wash them fast enough to ensure they don't damage the paint so we just avoid parking there all together. There have been multiple complaints on our associations facebook page about rodents in roofs throughout the neighborhood and we have laid traps in the roof and caught them ourselves. They do not respond to emails anymore and I even told them that I was to the point of emailed the *** and still nothing. There is no recourse for the residents here even if we are in good standing with the outrageous HOA fees here. I do not want an apology, I want the trees cut and them to hold up on their end of the deal, as a homeowner I hold up on my end but I feel like I'm held hostage because if I don't pay then they can take action against me.
Business Response
Date: 03/10/2025
The seasonal hard
pruning was scheduled to be completed by January 2025. However, the tree
pruning at Town Garden at Warrington Hall was delayed by the landscaper due to
weather-related issues. The property manager informed the owner about this via
email on January 6th.

The landscapers were
scheduled to come on Friday, March 7th, to assess and address the
homeowner's concerns regarding the tree trimming. On that day, the landscaper
arrived and knocked on the owner’s door but received no response. As a result,
they were unable to cut the tree because a vehicle was parked underneath it. A
photo of one of their vehicles parked under the tree is attached for reference.

The property manager
left a voicemail for the homeowner, asking them to move the vehicle, but has
not yet received a response. Regarding the issue with rodents, please note that
pest control is not an expense covered by the association, and it is not the
responsibility of the management company to address this matter.

United Property
Associates does not manage or engage with any associations’ social media
accounts. The property manager will continue to reach out to the owner until
they receive a response, so the pruning can be rescheduled and completed.
Customer Answer
Date: 04/05/2025

Complaint: ********

I am rejecting this response because: I have yet to receive a completion date. I asked ***** for one before I accept the response in the ***. I would also like to stop using *** but not until I get an acceptable promised date of completion date. No date has been provided, and as I said in my initial complaint this has been going on since august 2024 and I have not been given any resolution to the matter. So until I get a promised completion date, within an acceptable timeframe I will not accept the responses in *** which I also told ***** last week and waited a full week to respond in for her to provide one since I know this wouldn’t happen overnight.

Sincerely,

****** ********
Business Response
Date: 04/07/2025
Thank you for your patience as we continue to address your concerns. I want to assure you that ***** is actively working on obtaining the necessary estimates for the tree pruning. However, please understand that this process will take some time, as the board must review and approve any proposals before we can proceed.

We appreciate your understanding, and I will ensure ***** keeps you updated as she makes progress.
Initial Complaint
Date:09/23/2024
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.
United Property Assocation is responsible for exterior repairs. I have reported issues since 11/24/21. First of which being the bushes in front of my house being approximately 5 feet tall. The bushes grow into the HVAC and have caused issues with it. The association still won’t trim them back. When I had my home inspection in September 2021, it was reported these needed to be trimmed back. These are a safety issue, and I and other residents have found people hiding in them. I also cannot see out of my window due to the height of the bushes. The second issue has been ongoing since 8/3/2022. There are holes in the ground where French drains cannot drain causing safety issues. Multiple people have fallen in these holes, including myself, causing injury. I have emailed them multiple times without these issues being resolved when the association is responsible for these repairs.
Business Response
Date: 09/30/2024
United Property Associates has addressed both issues in this complaint. Please see the below detailed descriptions and resolution photos.
The manager of this property was first alerted to the HVAC issues on 10/17/2023. A landscaper was called to investigate the claims that the shrubs caused damage to the HCAV system. On 10/20/2023, the attached picture (Reso. 2) was taken by the landscaper showing that the shrub does not touch the unit. This picture was sent to the owner by the manager and the owner never responded.
On 7/28/2024, a work order was placed by the owner to fill holes in her yard that flood when raining. On 7/29/2024, the manager responded to the owner and asked for additional information and pictures so they could proceed with completing the work order. The owner sent the photos next day. Due to the scale of flooding amongst the neighborhood, the landscaper had to compile a list of areas for fixing. The board of directors then had to approve the proposal of work. On 9/19/2024, the owner emailed the manager for a status updated and on the same day the manager replied and stated that the proposal was still being reviewed for approval by the board of directors. On 9/24/2024, the manager was able to get the landscaper to provide a temporary solution by filling the holes with gravel. After investigation, there is a PVC pipe that is busted from the French drain. This is a larger project, and the concrete will need to be removed and replaced to allow proper drainage once the PVC pipe is replaced. The board of directors is currently in the process of reviewing the proposal to fix the French drain, until then, the holes are filled in and no longer a safety hazard.
Business Response
Date: 09/30/2024
The other resolution photo for the response.
Initial Complaint
Date:09/06/2024
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.
We recently moved out of **** ***** ******* ****** Apartments in Virginia Beach, Virginia. United Property Associates kept **** dollars from our deposit for normal wear and tear. When we arrived to this location, the apartment was still being worked on. We waited 3 hours before moving in. The apartment was just spray painted, the light colored carpet was just placed in the apartment even in the dining area. We have suffered through a gas leak, a dryer that caught on fire, we had to clean the mess the contractors left after installation of the cabinets. We just moved out and we paid ******* ******* to come in and clean the carpet. They claimed the walls had to be repainted, and the carpet had to be replaced, they kept **** of our deposit plus an additional *** for the water bill and other fees. This company has not compensated us for any thing that we have encountered since living in these apartments. We would like the rest of our deposit back.
Business Response
Date: 09/09/2024
Dear Mrs. ******, United Property Associates received your correspondence on
September 4, 2024, in which you dispute the charges for damages on the security
deposit settlement sheet for **** ***** ******* ******, Virginia Beach, VA
23455. The following is an explanation of the damage charges assessed
upon move-out. There were multiple red and
black stains on the carpet in all rooms that were unable to be removed
with carpet cleaning. The carpet was new upon your move in, and you were
charged the depreciated value for replacement. The water charges on the
settlement sheet are accurate and were for the usage dates June 21, 2024,
through July 31,2024. The payment made in July in the amount of $******
was for the usage dates May 21, 2024, through June 20, 2024. Pictures were taken during the move out inspection which will
substantiate the damage assessed. All the charges were in accordance with the terms of your signed
rental agreement. Payments can be mailed to UPA, Attn: Rental Collections, *** ****** ***** ***** ******** ****** ** *****. If you do not agree with this decision, you do have the right to
address this matter in a court of law.
Customer Answer
Date: 09/09/2024

Complaint: 22247047

I am rejecting this response because: These statements are false. There were not black and red spots all over the apartment and I have a video that was taken before I moved out and pictures before the carpet was professionally cleaned. This company has taken advantage of many tenants by taking their deposits. The spots they showed were not on the carpet upon our move out. I believe they have used someone else's pictures to claim they were from our apartment. We have witnesses who can testify there were not red and black spots all over the carpets. We will be bringing this matter before the courts for the judge to decide, since they are being dishonest.

Sincerely,

******* ******
Initial Complaint
Date:12/05/2023
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.
Nov 4, 2023 I rented a clubhouse from my HOA. The HOA kept the deposit for miscellaneous reasons but nothing that was justified by the contract. I reached out to the HOA for a refund and explained how they went against the signed contract, but they did not address any of my points and denied my request for a refund.
Business Response
Date: 12/11/2023
The owner was sent a detailed letter authorized from
the Board of Directors of The ******** ***** ******* ********* ***********
stating why their deposit was withheld. The owner then met with management and
was briefed in person because their deposit was withheld. Management
recommended the owner submit a letter in writing requesting reimbursement to
the Board of Directors. The Board denied the request based on the merits listed
in the letter sent to the owner. United Property Associates is a managing agent
for ******** ***** ******* ********* *********** and performs services assigned
by the Boards for various communities. United Property Associates provides
these services with professional acumen and integrity.
Customer Answer
Date: 12/11/2023

Complaint: ********

I am rejecting this response because the manager I met with did not address my concerns about them with holding the refund. The letter did list reasons for them withholding it however, it was for reasons that weren’t apart of the contract. The contract stated they could only hold my money for certain amounts and for certain reasons, they didn’t follow the contract while deciding to charge me e.g. “building needed to be aired out”; the manager I met with did not know what was in the contract, he refuted things such as who sets the alarms, the contract states that the renter sets the alarm but the manager admitted to setting the alarm himself, and failed to inform me of that… which was **** of the charge.
The manager did suggest I send the letter to the board, but I was required to send it to him, whom supposedly sent it to the board. According to his letter, the board declined the request, with zero reasoning. I’d hate to involve lawyers for such a petty amount of money but this company is leaving me no other choice.

Sincerely,

**** *****
Initial Complaint
Date:09/24/2023
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.
I bought a house on this property two years ago and it wasn’t long before I had a problem with a roof leak , so I called the *** to have them fix the leak. I waited for months to have it fixed and then after they supposedly had fixed the leak it happened again. I waited months the second time for repairs and they just did half of the job. I’m here for the third time with another roof leak with the roof falling in as a result of half work being done . I’m really frustrated that I pay my dues on time every month faithfully but get nothing in return from the association. I regret buying a house with this association, they do not keep up with their side of the deal and it takes months for them to reply to any issues you may be having
Business Response
Date: 09/26/2023
The board and the association were not made aware that the roof leak
had reoccurred until this correspondence was received via the ***. The last correspondence
with this homeowner took place in August of 2022. **** **** ************ was
contacted on 9/25/23 and has the homeowner's information. He plans on
making contact with her on 9/26/23 and will be on site before the end of
the week to address the issues. The association manager will continue to follow up until the work has
been completed to the homeowner's satisfaction. Remington Park is also in the beginning
stages of complete roof replacements. The initial roof
inspection report has been received and the board is currently entertaining bids from several roofing
companies regarding the replacements. The association manager and the board will continue to keep the community
updated on the progress of the project.
Customer Answer
Date: 10/10/2023
It has been resolved
Initial Complaint
Date:08/29/2023
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.
United Property Associates left a notice on every front door of the condo community informing residents that towing would begin August 15th, 2023 for vehicles without proper parking passes. After receiving notice of the deadline, I sent emails on August 2nd, 7th, and 8th. I also left numerous voicemails asking what information was needed to be issued passes. It took a full week (8/9) to receive a single line email with the parking registration form attached, to which I immediately replied. Additionally, I sent a follow up email today (8/14) to inquire about the status of my parking passes. However, I still have not received any confirmation that my email was received, or that parking passes have been mailed, or are ready for pick up, despite the towing policy going into effect tomorrow (8/15).

This "property management" company takes no pride in their work and clearly feels no obligation to respond to the owners within their communities.
Business Response
Date: 09/01/2023
UPA apologizes for the lack of communication and the delay in
obtaining your parking passes for *** **** ******. The Association
Manager was unexpectedly out of the office. The emails that you sent were located on August 16th and immediately sent to the Administrative Assistant to issue parking passes and mailed out that day. UPA rescheduled the towing enforcement to begin on August 28th instead of the 15th due to the number of parking passes that were due to be issued. The Association Manager will follow up with you to ensure the parking passes were received in the mail and
that there are no further questions.
Business Response
Date: 09/18/2023
The Association Manager called her and left a voicemail on August 18th. She did not receive a response. She called again on September 11th. The homeowner did answer, and the Association Manager told her that since the passes never made it to her by mail that she recommended picking them up at UPA's office. She was very receptive of that idea but didn’t want to
wait a long time if she came by. The Association Manager called again a few minutes later to
let her know the passes were at the reception desk ready for her to pick up and
assured her she would not have to wait. The Association Manager gave her clear directions
to the office and let her know that she was the acting Association Manager now
and gave her contact information for any future needs.

Customer Answer
Date: 09/18/2023

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

After 6 weeks of waiting, I am finally in possession of my new parking passes. Thank you so much to the *** for acting as a mediator, particularly given the property management company's apparent disinterest in direct communication. For the record, I strongly dispute the statement that I missed or ignored calls and voicemails from UPA in the duration; it is a convenient assertion with no ability to prove otherwise.

Sincerely,

****** *******
Initial Complaint
Date:06/16/2023
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.
BEWARE! UNETHICAL PRACTICES!!! I am an elderly woman with a fixed income that has fallen victim to this United Property Associates’ unethical practices. . Without any notice, they have shut off my water ( an ESSENTIAL service) when I have faithfully paid my monthly HOA fees. In an effort to communicate with the company I have been given no explanation from property management on why or even a resolution and hung up on when trying to figure out. I have left messages and no communication whatsoever. This is an unethical practice to turn off water with no notice, warning or legal premise. All neighbors have complained and agree about unethical practice on many issues.. parking, towing, property care, unexplained charges without any recourse. BEWARE! Find another property that is managed by ethical, communicative and professional property management
Business Response
Date: 06/19/2023
Ms. ****** was sent to Due Process for non-payment of water
stemming back from January of 2022. There are two past due notices sent to her.
One in April and one in June. She was then called to a hearing in front of the
Board back on 5/2/23 and this noticed was sent certified mail. She received it
on 5/6/23 for the hearing that was held 5/15/23. She did not show up for it. The results letter were mailed to her on 5/19/23.
UPSA attempted to deliver it on 5/23/23 but no one was home to accepted but
notice was given that the letter was out. Payment was received 6/16/23 and the water was turned back on.
Initial Complaint
Date:02/27/2023
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.
We rented the clubhouse in our community & we had to put down a $*** deposit. We still haven’t gotten out deposit after being told directly by ****** ***** that it was a mistake & it would be in the mail the next morning. It’s now 4 days later. The corporate office is in Virginia Beach & I’m in Portsmouth. At this point it’s theft. I rented 2/11 turned the keys in 2/13. Today is Feb.25,2023.
Email sent to ****** on 2/24 because she wasn’t available. I received an automated email that she was out of the office & to contact someone else whose name I will not put in this review as of now, because they were just put into this issue. We have a big problem. It really seems as if there’s stealing taking place & I can’t reach anyone for my money. I don’t want clarity, I want my money.
Customer Answer
Date: 02/27/2023
They sent it after almost 2 weeks. However now we need answers as to why the water bills in this community are so high. It should be investigated.
Initial Complaint
Date:01/19/2023
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.
This property management group oversees and "operates" the *********** ***** ************ of which I am not only a resident but a homeowner. I travel for work and am on the road 9 months out of the year.
- On 2 separate occasions my vehicle has been towed with no warning/authorization, multiple people have the shared sentiment that they are in cahoots with a local towing company for profit.
- The property management group refuses to answer phone calls or communicate. I have lived there for over 2 years, have attempted 17 different phone calls and not once have I received a return call.
-They do not provide any service aside from collecting HOA Fees.
Business Response
Date: 01/23/2023
The person listed as the complainant is not the homeowner
and there is no lease on file for the unit. **** ********* *** is owned by
****** *** ****** *****. Per the Rules & Regulations, page 10, “vehicles
not in compliance are subject to tow at the owner’s expense. License,
registration, inspection sticker and city decal (if required) of all vehicles
parked on *********** ***** property shall be up-to-date and visible at all
times”. The vehicle that was towed had plates that expired in January 2022.
********** ****** placed a warning tag was placed on the vehicle at least 48 hours in
advance. The tow company operates based on the contract and there is no
monetary gain to the Association and the towing is at no cost to the
Association. There is no record of voicemails or emails from anyone at **** ********* ****
Customer Answer
Date: 01/24/2023
Lease
Business Response
Date: 01/26/2023
It is the homeowner's responsibility to provide the lease to the management company.
It is also in the rules and regulations that they are required to provide to the
tenants. The manager received a voicemail from both tenants on 1/24/22 and spoke to ***** ******. She was informed that if she provides the receipt
showing that she is waiting for the *** to send her tags, that expired in 1/2022,
then a hold can be placed on the towing per the ***** ** **********

The manager emailed the homeowners on 1/26/22 to inform them that the lease was not received and to ensure that they provided the tenants with the rules and
regulations.

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United Property Associates is NOT a BBB Accredited Business.