Business Profile

Association Management

Common Interest Management Services

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Complaints

This profile includes complaints for Common Interest Management Services's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

22 total complaints in the last 3 years.
9 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:08/05/2024
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.
Communication practices of the Common Interests Management ***, particularly in relation to the scheduling and notification of *** meetings for *********** housing by ****************** ************ There are significant shortcomings in how meeting notifications are disseminated to homeowners. Limited transparency with the board and duties and an overall conflict of interest when in comes to the management of the community. The tone and the correspondence are aggressive in nature and prone to threats of fines, which is not necessary for a new development still dealing with structure and safety issues, and still moving in and have no meeting of the minds when it comes to the approach with the new community.When attempting to contact the *** during business hours, residents frequently encountered only a voicemail message option. In addition, not getting those voicemail messages returned timely. Residents, due to disabilities and advanced age are not equipped to only have a website option for communication and are customers therefore talking to them respectfully and not at them is more appropriate. Furthermore, new owners should not be threaten with fines without a proper board or while still dealing with warranty issues throughout the dwelling.
Business Response
Date: 08/09/2024
Common Interest Management Services (CIMS) is a ********************** Management company, and our actions are directed by the Association which is a ********************** governed by the ***** of ********** CIMS acts on behalf of the Association by the direction of the ***** to facilitate the work of the Association and assist members in a professional and timely manner. The Inspector of Elections sent out a recent call for candidates, sent out to all homeowners, for those interested in joining the ***** of ********** ***** meetings are scheduled by the ***** of ********* and there are currently homeowners on the board. Our offices are open from 8:30am to 4:30pm on Monday-Friday and we are available via phone at **************. Should you have any further questions or concerns, please do not hesitate to contact your community manager directly via email or the phone directory when calling Common Interest Management Services.
Initial Complaint
Date:08/01/2024
Type:Sales and Advertising 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.
Communication practices of the Common Interests Management ***, particularly in relation to the scheduling and notification of *** meetings. There are significant shortcomings in how meeting notifications are disseminated to homeowners. In addition, there is not a board of the residents of the community and people are placed there by the builders century communities.The tone and the correspondence are aggressive in nature and prone to threats of fines, which is not necessary for a new development still dealing with structure and safety issues, and still moving in and have no meeting of the minds when it comes to the approach with the new community.When attempting to contact the *** during business hours, residents frequently encountered only a voicemail message option.Residents, due to disabilities and advanced age are not equipped to only have a website option for communication and are customers therefore talking to them respectfully and not at them is more appropriate.
Business Response
Date: 08/05/2024
Common Interest Management Services (CIMS) is a ********************** Management company, and our actions are directed by the Association which is a ********************** governed by the ***** of ********** CIMS acts on behalf of the Association by the direction of the ***** to facilitate the work of the Association and assist members in a professional and timely manner. The Inspector of Elections sent out a recent call for candidates, sent out to all homeowners, for those interested in joining the ***** of ********** ***** meetings are scheduled by the ***** of ********* and there are currently homeowners on the board. Our offices are open from 8:30am to 4:30pm on Monday-Friday and we are available via phone at **************. Should you have any further questions or concerns, please do not hesitate to contact your community manager directly via email or the phone directory when calling Common Interest Management Services.
Initial Complaint
Date:06/09/2024
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.
Our community and building is managed by Common Interest HOA. We pay a lofty HOA fee of $800/month, due to elevator shared by only six units.The elevator has been down about 3 times every week, and both the vendor (TKE) and HOA were unable to resolve the issue. Residents have to contact ***, who then contact the elevator vendor (TKE) to come reset the elevator. It was heard that the vendor would charge $1000-2000 per visit to just reset the elevator. This has been happening for several months and more than 10x resets. We have senior residents living in the building who are on wheelchair. *** has not been able to find a solution to fix the elevator and this is a serious issue. HOA and the vendor should both provide a detailed report explaining the root cause of the elevator issue, and not just coming to reset every few days and charge the residents. Residents should not be responsible for paying unsolved issue over and over again and should be reimbursed. The elevator has been down more than working.
Business Response
Date: 06/11/2024
Common Interest Management Services (CIMS) is a ********************** Management company, and our actions are directed by the Association which is a ********************** governed by the ***** of ********** CIMS acts on behalf of the Association by the direction of the ***** to facilitate the work of the Association and assist members in a professional and timely manner. The community manager for this association has been in discussion with the elevator company and has escalated the issues to the elevator company's management. As of today, the elevator is back in service, and the elevator company will be at the community this week for additional repairs. The ***** of ********* is working very closely with CIMS and the elevator company to get all issues resolved as quickly as possible.

Customer Answer
Date: 06/11/2024

Complaint: 21824319

I am rejecting this response because:

The elevator is out of service again as of this evening (Jun 11, 2024) even though both HOA and the vendor kept replying that the issue has been fixed, many times.
Please find the real root cause and ensure that elevator will not be out repeatedly
Sincerely,

Kota
Business Response
Date: 06/12/2024
Common Interest Management Services (CIMS) is a ********************** Management company, and our actions are directed by the Association which is a ********************** governed by the ***** of ********** CIMS acts on behalf of the Association by the direction of the ***** to facilitate the work of the Association and assist members in a professional and timely manner. The community manager is aware of the continued issue and the elevator vendor is working to resolve. Our manager has been in touch with the the owner via email for continued communication on this issue. The ***** of ********* is working very closely with CIMS and the elevator company to get all issues resolved as quickly as possible.
Initial Complaint
Date:04/30/2024
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.
CIMS repeatedly deflects work and has not dealt with major issues. Every review here and every complaint to BBB gets the same response where CIMS says they work at the direction of the Association and blame the Association. But the problem is that CIMS doesn't give the ******************* enough to act on. Background: We have had termite/dry rot issues since August 2023 (or prior). CIMS has been on notice since. On Sept. 26, 2023, this was the response provided "During the window replacement of #[upstairs unit], dry rot or termites was discovered. Board is looking at proposals to do the rest of the work." There was radio silence for months despite follow-up. When I asked again in connection with a different issue in Dec., they responded with: "Please be advised that we will need to contact the homeowner above your unit to get the contractor's information and what they found. Once we have and we have determined that the structure is ***'s responsibility we will get proposals from contractors and the board will make the decision on which contractor to use." After several phone calls, on January 11: "For the dry rot on the structure outside and your window. The association will cover the dry rot and you will need to cover the cost of the window. We are still in the process of getting proposals for the dry rot from our vendors. The board will have to make the final decision on the vendor that they choose. The board will look at the proposals at the next meeting. Thank you." After repeated follow-up, on March 7, they said: "Please be informed that *****, the new community manager is trying to get a pest control out for an inspection. We'll keep you posted!" After more follow-up, on April 8: "I will send this to a vendor to see what they can do. The *** does not currently have pest control and I have gotten proposals for this. There will be a board meeting next Monday afternoon." On April 24, it was back to "once I have three proposals..." Several of the emails attached.
Business Response
Date: 05/02/2024
Common Interest Management Services (CIMS) is a ********************** Management company, and our actions are directed by the Association which is a ********************** governed by the ***** of ********** CIMS acts on behalf of the Association by the direction of the ***** to facilitate the work of the Association and assist members in a professional and timely manner. The Community Manager for this association expects to have proposals for the work available this week for review and approval by the ***** of ********** Once approved by the ***** of ********** we will work with the selected vendor to have the work complete as soon as possible. Should you have any further questions or concerns, please do not hesitate to contact your community manager directly.
Customer Answer
Date: 05/04/2024

Complaint: 21645219

I am rejecting this response because committing to acquire proposals is insufficient. They have repeatedly said they were doing that since September with no real results. I have repeatedly asked for a compkete detailed timeline of when the issue will be fixed, not just their first step (getting proposals). CIMS refuses to answer or commit to fixing the issue timely.

Sincerely,

*********************
Business Response
Date: 05/07/2024
Common Interest Management Services (CIMS) is a ********************** Management company, and our actions are directed by the Association which is a ********************** governed by the ***** of ********** CIMS acts on behalf of the Association by the direction of the ***** to facilitate the work of the Association and assist members in a professional and timely manner.
The community manager has received the proposals and has sent them for approval by the ***** of ********** Once approved by the ***** of ********** we will work with the selected vendor to have the work complete as soon as possible. Should you have any further questions or concerns, please do not hesitate to contact your community manager directly.
Customer Answer
Date: 05/07/2024

Complaint: 21645219

I am rejecting this response because as noted before, CIMS still has not provided a real timeline. They have been saying they will fix it in future tense since September of 2023. Continuing to say work will be done without actually fixing the issue is not acceptable. They can keep doing this for another year with no resolution. I will deem this complaint resolved once the work is actually completed.

Sincerely,

*********************
Business Response
Date: 05/08/2024
Common Interest Management Services (CIMS) is a ********************** Management company, and our actions are directed by the Association which is a ********************** governed by the ***** of ********** CIMS acts on behalf of the Association by the direction of the ***** to facilitate the work of the Association and assist members in a professional and timely manner. The community manager is waiting on a decision on vendor from the ***** of ********** Once approved by the ***** of ********** we will work with the selected vendor to have the work complete as soon as possible. Should you have any further questions or concerns, please do not hesitate to contact your community manager directly or attend the next ***** meeting to speak with them directly.
Customer Answer
Date: 05/09/2024

Complaint: 21645219

I am rejecting this response because: please see my comment above and original complaint. CIMS has a pattern of blaming the board or deferring responsibility on every complaint and response on here. It is not the Boards fault it took CIMS 8 months to get proposals and there is no guarantee CIMS will work expeditiously once a vendor is selected. I was told this will be approved ad hoc and no need to wait for a board meeting that isnt for another 3 months and now Im being asked to go the next meeting if I have any concerns. As noted, I will consider this resolved only once CIMS actually completes the work.

Sincerely,

*********************
Initial Complaint
Date:03/02/2024
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.
My next door neighbor, husband of the Ballena Bay Condominium complex's Home Owner Association's President, complained of a smoke smell in his unit in a common wall with my unit. The Management company sent an electrician that detected a hot spot, and they demanded I get a vendor in to fix this. I complied. The electrician found no problem. The *** insisted I have ************************ in again, who also said there was no problem, that the neighbor probably smelled cooking scents. I endured much stress and anxiety over this, and have not been reimbursed for my unnecessary expense for this issue. The *** and Common Interest denied my claim on two prongs: that I did not use a Common Interest preferred vendor (which is not required by regulations nor was I required to do this) and because the issue was not resolved (it wasthe last two of three inspections indicated no problem. Common Interest seemed to be ruling on my side on this, but eventually sided with the biased ***. I was so anxiety ridden that I had ceiling lights replaced, an expense I am NOT including in the reimbursement.
Business Response
Date: 03/05/2024
Common Interest Management Services (CIMS) is a ********************** Management company, and our actions are directed by the Association which is a ********** Corporation governed by the ***** of ********** CIMS acts on behalf of the Association by direction of the ***** to facilitate the work of the Association and assist members in a professional and timely manner. Homeowner reimbursements are a decision of the ***** of ********** The ***** of ********* reviewed the details of this specific homeowners reimbursement request and formally responded to the homeowner on March 4, 2024. The owner can attend an open board meeting to discuss the decision further with the ***** of **********
Customer Answer
Date: 03/06/2024

Complaint: 21375507

I am rejecting this response because: CIMS originally was on board for reimbursing me, but then supported the three person board headed by the wife of the complaining party who forced me, along with CIMS, to have unnecessary electrical inspection done that proved I had no electrical problem, work done costing me a significant loss, for a neighbor who dislikes smelling cooking odors. I have been told by CIMS that I was owed an apology, something they seem to have forgotten. I refuted successfully their two reasons for denying my claim, so they came up with new reasons I also refuted: see attachment.

Sincerely,

*******************************
Business Response
Date: 03/07/2024
Per our last response, the decision is made by the ***** of ********* (not Common Interest Management Services) and the only way to dispute it is by going to a board meeting to speak with the ***** of ********* directly. Common Interest Management Services (CIMS) is a ********************** Management company, and our actions are directed by the Association which is a ********** Corporation governed by the ***** of *********. CIMS acts on behalf of the Association by direction of the ***** to facilitate the work of the Association and assist members in a professional and timely manner. Homeowner reimbursements are a decision of the ***** of *********, not Common Interest Management Services. The ***** of ********* reviewed the details of this specific homeowners reimbursement request and formally responded to the homeowner on March 4, 2024. The owner can attend an open board meeting to discuss the reimbursement decision further with the ***** of *********.
Customer Answer
Date: 03/11/2024
This cut and dry legalese passing of the buck only further extends the dispute. I do not believe Common Interest Management is a blind and powerless entity in this matter. My financial, emotional, and physical health have suffered far too much over defer and delay tactics by Common Interest Management Services. I would never recommend this company to anyone.
*******************************
Business Response
Date: 03/11/2024
Per our last response, the decision is made by the ***** of ********* (not Common Interest Management Services) and the only way to dispute it is by going to a board meeting to speak with the ***** of ********* directly. Common Interest Management Services (CIMS) is a ********************** Management company, and our actions are directed by the Association which is a ********** Corporation governed by the ***** of *********. CIMS acts on behalf of the Association by direction of the ***** to facilitate the work of the Association and assist members in a professional and timely manner. Homeowner reimbursements are a decision of the ***** of *********, not Common Interest Management Services. The ***** of ********* reviewed the details of this specific homeowners reimbursement request and formally responded to the homeowner on March 4, 2024. The owner can attend an open board meeting to discuss the reimbursement decision further with the ***** of *********.
Initial Complaint
Date:03/01/2024
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.
Attended HOA ************************* meeting for the Admiralty. The ***** of ********** CIMS ********************** *********** were there on 6/1/23 at the clubhouse in ***********, **. CIMS manages the Admiralty property that have 8 buildings with 208 condos. I pay $834. per month of ***************. Annual package notes the 2024 budget for CIMS is a total of $106,959 to manage our property. That's a lot of money for ignoring clients. On 6/1/23, a resident mentioned she noticed rats on her balcony. The ***** said they hired a company to take care of rats.Emailed CIMS on 8/30/23 that my husband saw rats in the garbage room of Building 8. They suggested we meet with the pest control company to point out where he saw the rats. My husband met with the Exterminator on 9/14/23. They provided recommendations to CIMS. On 10/26/23, emailed CIMS since the recommendations have not been done. 1) Right door needs to be repaired so the rats won't come into the trash room; 2) Found the rats have been nesting in the storage room next to the trash room. The cardboard boxes need to be replaced with plastic boxes to avoid rat nesting; 3) Rat traps should be placed in trash room to remove rats. To date, Item 1 has been completed in February 2024. Items 2 & 3 are still outstanding.I contacted San Mateo County ***************** Control District. They provided inspection report on 1/26/24. I forwarded to CIMS. Some work has been done, but not professional. The inspection report noted, "Recommend sealing the holes along the bottoms of the walls and corners in the storage room and garbage enclosure with metal sheeting to prevent rodents from chewing through the plaster and getting in the walls of the building." *********** used particle board to cover the holes in the walls. The rats are still nesting in the storage room, and coming in the trash room to eat. There are no traps in the trash room. We still have rats! Rats are in a condo! The rats are in Bldg 1 & Bldg 4. HELP!
Business Response
Date: 03/04/2024
Common Interest Management Services (CIMS) is a ********************** Management company, and our actions are directed by the Association which is a ********** Corporation governed by the ***** of ********** CIMS acts on behalf of the Association by direction of the ***** to facilitate the work of the Association and assist members in a professional and timely manner.

The ********************* Manager has taken many steps to resolve the matter. In regards to the rodents, the pest management vendor approved by the ***** of ********* was authorized to install 25 additional rodent bait stations for a total of 70 bait stations throughout the common area property. The installation of the remaining 21 bait stations will be completed this week. These bait stations are monitored and refilled monthly with a report provided to the board about the activity based on bait consumption.
The community manager has scheduled an outside vendor to remove the unclaimed junk that owners have left behind so they can clean and sanitize both the storage and trash room at the building in question. The ***** has approved for the association's janitor to power wash the remaining seven trash rooms, which will be scheduled this week. An outside vendor has covered up the new rat hole in the trash room of new building within 48 hours of being advised by resident that it was there. The trash dumpsters has lids now which residents have been advised need to be kept closed. The vendor also installed metal trash door sweeps on and metal wiring over the trash door vent covers. Heavy duty OSB Baseboard has been installed on the trash and storage room walls at the floor level by PSC and will be covered with metal plating for additional rodent prevention.
The association's landscaper is starting a hard pruning project of reducing the plant material to either 3 feet away or 3 feet lower than the current patio fence height.
The community manager and the ***** of ********* have been and are currently working closely with Vector Control and Code Enforcement for *********** and have followed their recommendations. For any further information on this project or to discuss it further, please attend your HOA's ***** of ********* meetings as CIMS acts on behalf of the Association by direction of the ***** of ********* to facilitate the work of the Association.

Customer Answer
Date: 03/12/2024
Please see the attached
Just want to comment that I sent the attached email to Common Interest Management Services, CEO, Mr. ********************* and *******************, President on 1/10/24 regarding the rat infestation with no response. I sent comments to the email ****************************************************************** regarding rat issue with no response. They executives dont care and the association manager isnt solving the problem in a reasonable amount of time. 9 months have gone by, and we still have rats! It is negligence and health concern for our ***************.

Thanks, *************************************
Business Response
Date: 03/12/2024
As the community management company for this association, at the direction of the ****************** of Directors, we are doing all that we can to resolve this important matter timely. Our team is working closely with Vector Control and Code Enforcement for *********** and have followed all recommendations provided and our Senior Management Team is involved. The Senior Vice President involved with this matter is *************************** who can be reached at ************ through the directory. You can reach out to her directly with any further concerns.

Customer Answer
Date: 03/19/2024

Complaint: 21373367

I am rejecting this response because:
I requested to finish the job after 9 months of learning about the rat issue in my condo complex. It would not have been a rat infestation if they took care of it when it was initially reported in May 2023. The Rodent Field Inspection Report dated January 26, 2024, from the ***************************************************** recommended to install steel plates on the walls to prevent rats chewing through the plaster and getting into the walls, two vents in the storage room needs to be covered, and hole around the window needs to be repaired. We still have rats. I saw 2 rats in traps in the storage room on March 10, 2024, and the same rats were there on March 14, 2024. The email from ************************* on March 18, 2024, notes that Marquee Pest Control comes every other day. That was more than two days; it was four days the dead rats were still in the traps. There is no date this work will be completed. I requested receipts from Marquee Pest Control for December 2023-February 2024 on March 13, 2024. No one has acknowledged that they will be sending them to me. Work has not been completed at a reasonable time frame. I'm trying to understand responsibilities and expectations from the Association Manager and Vendors. No one addressed my questions in the March 13, 2024 email.
Sincerely,

*************************************
Business Response
Date: 03/19/2024
As the community management company for this association, at the direction of the ****************** of Directors, we are doing all that we can to resolve this important matter timely. Our team is working closely with Vector Control and Code Enforcement for *********** and have followed all recommendations provided and our Senior Management Team is involved. The Senior Vice President involved with this matter is *************************** who can be reached at ************ through the directory. As we stated previously, you can reach out to her directly with any further concerns. She is connected with the Community Manager as well as Vector Control and Code Enforcement for ***********.
Customer Answer
Date: 03/22/2024
Complaint: 21373367

I am rejecting this response because:

I submitted BBB complaint on March 1, 2024 to complete the repairs to fix the rat infestation at The Admiralty. It is not completed, and Common Interest Management Services isnt providing a date it will be completed. We have waited 9 months for the work to be started on February 5, 2024 after there was a January 26, 2024, Rodent Inspection Report from San Mateo County Mosquito & *************** The residents don't want to wait another 9 months for the work to be finished. My husband talked to one of the employees from Property **************** and he said that he has no experience with rats. A new hole made from rats were found on February 27, 2024, after the January 26, 2024, Rodent Inspection Report. The metal screens that was put over the vents are not consistent in the garbage rooms. Buildings 4 & 5 have a one-quarter inch screen; Building 8 has a one-half inch screen. The first door sweep on the storage room door in Building 8 was rubber that the rats ate through to access the garbage room. The second door sweep is metal. Please provide date repairs will be completed.
Sincerely,
*************************************
Business Response
Date: 03/25/2024
As the community management company for this association, at the direction of the ****************** of Directors, we are doing all that we can to resolve this important matter timely. Our team is working closely with Vector Control and Code Enforcement for *********** and have followed all recommendations provided and our Senior Management Team is involved. The Senior Vice President involved with this matter is *************************** who can be reached at ************ through the directory. As we stated previously, you can reach out to her directly with any further concerns. She is connected with the Community Manager as well as Vector Control and Code Enforcement for ***********.
Initial Complaint
Date:01/11/2024
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 expressed concerns numerous times about plumbing issues in other homes that are affecting me and my family. I moved into this unit in 2019. The first occurrence of the plumbing issue happened in the later part of 2019. ******** knocked on my door about a current plumbing issue they had been made aware of. This was the first time I was made aware of any issues. Over the years I have spoken with several plumbers and *** been told that the issue is coming from another unit. On multiple occasions HOA has been contacted about f**** and toilet paper being outside my home due to the plumbing issue. As a result I have dealt with an unreasonable amount of flies being inside and outside my home. I feel as if it is very hazardous to have f**** outside my home. On one occasion f**** came up through my bathtub. This has been an ongoing issue. It is not being properly handled in my opinion.
Business Response
Date: 01/12/2024
Common Interest Management Services (CIMS) is a ********************** Management company, and our actions are directed by the Association which is a ********** Corporation governed by the ***** of ********** CIMS acts on behalf of the Association by direction of the ***** to facilitate the work of the Association and assist members in a professional and timely manner.

The ********************* Manager is in contact with the owner and attempting to resolve the matter. We would like to discuss this further to see how we can help. Please either message us directly or send an email to ****************************************************************** to request a conversation with a senior executive on our team. In your response, please provide your full name, *** community name, personal street address and contact phone number.
Initial Complaint
Date:09/17/2023
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 is the hoa managing our home. They are new and are extremely disorganized. I have received several letters. Notices 1 and 2 on items I have taken care of. Ive reached out to management without any resolution. Im exhausted from the redundant letters that not applicable. I need them to manage their communication better and be more efficient. We may them monthly fees and I constantly feel harassed by them. Id like a meeting with the board of directors to voice my concerns. Other community members feel the same. We want this resolved or we may need to vote the hoa out. When I call I get the tub around. Someone will call you back. No call backs. More notices show up. Im being faulted for items that are not real. Items that have been taken care of.
Business Response
Date: 09/19/2023
Common Interest Management Services (CIMS) is the management company for the ********************** where this person lives. Our actions are directed by the Association which is a ********** Corporation governed by the ***** of ********** CIMS acts on behalf of the Association by direction of the ***** to facilitate the work of the Association and assist members in a professional and timely manner. There have been multiple matters requiring the owners attention which resulted in various communication from CIMS. There is ongoing communication with this owner in hopes of resolving any pending matters. If the owner wishes to bring their concerns to the *****, they are welcome to attend a ***** Meeting to voice their concerns in Open Session. The manager for their community will be reaching out via phone. This owner can contact CIMS senior management team as well by email at ****************************************************************** to further escalate their concerns.
Initial Complaint
Date:04/26/2023
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.
My *** is trying to force everyone to use the plumber that they recommend. I have had problems myself with this plumber incorrectly diagnosing a problem which would have resulted in my paying 3 times what it should have cost. I know of others in our building who have had problems as well. The *** is trying to push through a change to the Water Shut Off Policy. If I dont use their plumber, I have to pay a $313.00 fee to have their plumber shut off and turn back on the water if needed to make repair. They will not allow my plumber access to the room with the water shut off to the building.I think this fee is exorbitant and unfair.I have asked for a membership list to contact other owners to see if they are aware of this change and if they agree or disagree. I was told to use the portal which doesnt have actual addresses for owners that rent their property and doesnt say which units are rentals and doesnt have email addresses for most owners. They also have not notified any owners who do not have email at all or havent given the Property Management an email address. *************************** Act and Civil Code say that I should be given a membership list with email addresses.Thank You for your time.
Business Response
Date: 05/04/2023
Common Interest Management Services (CIMS) is the management company for the ********************** where this person lives. Our actions are directed by the Association which is a ********** Corporation governed by the ***** of ********* elected by owners of the community. This property has large water heaters that are shared with multiple buildings which is maintained by the Association. The Association's plumber is the only plumber permitted to turn the water off. Owners were advised that they do not have to use the plumber for work inside their units. The Association is in the process of adopting a new policy to have the owner requesting the water shut-off pay for the service. Prior to adoption, all owners are notified of the policy during a 28-day review period. This has been explained to the owner and the requested email list has also been provided. The ********************** Manager has responded to the owners requests. For further support, the owner may contact a member of our senior management team by email at ****************************************************************** or by phone at ************.
Customer Answer
Date: 05/05/2023

Complaint: 19986306

I am rejecting this response because:
I have not received a membership list with emails. As I explained before the company portal does not show what addresses are rentals or mailing addresses for owners or email addresses. I do not accept $313.00 as a reasonable fee to have water shut off and turned back on.

Sincerely,

*******************
Business Response
Date: 05/16/2023
The requested membership list was confirmed to be sent to the owner. Both the Community Manager and ***** of ********* have responded to the owners concerns about the plumbing fee. The Community Manager is working on getting additional bids from other plumbers for this service. This owner can contact CIMS senior management team by email at ****************************************************************** to further escalate their concerns.
Initial Complaint
Date:01/09/2023
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.
We have been having water intrusion at our crawl space and garage for the past few years due to outside drainage not properly maintained by HOA. We have send many emails/photos to them since 2016 but seems like they only do the bare minimal or take no actions. This past few weeks, there are so much water that got into our space and damages our floor, walls, casework as well as garage slab major cracking. We have mold in our laundry room due to the water intrusion. *** is still not commit to take any action but instead requested us to install a sump pump system. We are not in the flood zone and CC&R does not listed sump pump is a requirement for the home owners. We also learned other neighbors have the same issue but some got drainage put in right away from HOA without installing a pump on their own. This HOA company is the worst management company we ever experienced that nothing seems to matter to them. We have suggested them to do a visit so they can see the problem and its been 2 wks, no one from Common Interest come out. Out of desperate, we have to install a pump over a weekend and paid a premium. A pump should not be required if we have a working exterior drainage system. Many years of water retaining around the perimeter of our house also result to dry rot on our sidings. Attached photos of damage and poor/broken common area drainage system. HOA needs to take action to solve the root of the problem and provide repair for us.
Business Response
Date: 01/13/2023
Common Interest Management Services (CIMS) is the management company for the ********************** where this person lives. Our actions are directed by the Association which is a ********** Corporation governed by the ***** of ********* elected by owners of the community. The initial complaint was made in 2016 which was prior to CIMS taking over management. Since taking over management of the Association, CIMS has responded to each report brought to our attention including facilitating investigations by the Associations vendors who previously had not found an issue with the system itself. The Community Manager for the Association has been in communication with this owner regarding the most recent report. With the amount of unexpected consistent rain this year, the system was overworked resulting in more flooding. The plumber was called out on the same day and the landscapers the next day. Both contractors are providing bids for further repairs for the ***** to review and authorize. Until the ***** approves and there is a break in the weather, the work cannot be done. The homeowner can continue to communicate with the Community Manager to request updates or further discuss the matter. Any ongoing issues can be reported to our Senior Management Team by emailing ****************************************************************** to further escalate concerns.

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