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:03/31/2025

  Type:Product 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 August 22, 2024, Priority Property Management (PPM) HOA Management Company issued a notification of violation regarding the removal of furnishings from my garage. It appears that PPM mistakenly assumed the furnishings were situated in front of my garage; however, they actually belonged to my neighbor's property. Upon attempting to contact PPM by phone to clarify this issue, I found that PPM persisted in sending violation notices. The company's communication system is structured in such a manner that no live representatives answer calls, leaving only the option to leave a voicemail message. Despite multiple attempts to establish contact and resolve the matter, the company continued to send violation notices and impose fees for a duration of three consecutive months. On December 9, 2024, I received an email indicating that a mistake had been made and that all charges and fees had been removed from my account. Subsequently, on January 30, 2025, PPM took a photograph of my backyard without consent, which included my children's bicycles. I received a "courtesy notice" instructing me to remove all items from the side of my house, including bicycles located behind my fence in the backyard. On February 28, 2025, I received a second notice in this time stating that this is the second "violation" notice via email, stating that all items located in the backyard, beyond the left side of my house, must be removed immediately, with no allowance for a cure period. In response to the second notice, I removed my children's bicycles the same day to my garage. However, on March 28, 2025, I received a third violation notice indicating that the bicycles my children utilize and park in front of my home were deemed to be "storage in front of my home" and categorized as old working materials. I was notified that my account would incur a $35 "violation" fee, with a potential charge of $300 if the $35 fee was not paid within 14 days. Please help me resolve this targeting efforts by ***.

  

  Business Response

  Date: 04/03/2025

  The Board of Directors has been aware of the ongoing violations related to the storage of items in front of the property and the parking of a trailer on the side of the home. The Board initially requested letters be sent last year. However, due to the absence of supporting photos, the matter was closed and waived after the owner claimed we had the wrong address. Despite this, the owner was aware that storing items in front of the home was a violation. The owner claims items were removed; however, the same items are in the same locations each month in the photos. As a result, management sent multiple letters (in January, February, and March) requesting the removal of the stored items. The letters clearly outlined the process for dispute resolution, which was also explained to him by two of our team members on March 31st. On that day, the owner left a message for every team member in the company,including the emergency line, and subsequently filed this formal complaint. As of today, the owner is still in violation, he sent a photo stating the bikes were removed but left everything else being stored front entry (the photo he took stating he removed everything is attached). The letters were sent as part of a routine violation process, and this address was specifically requested by the Board of Directors, he would have been issued regardless of the management company involved. The management company is not targeting this owner, letters are sent in an attempt to gain compliance with community standards which apply to all residents equally. This complaint is considered invalid, as the owner has been fully aware of the violation and has had ample time and opportunity to resolve the issue but did not and is still has not as of today. As he has already been informed that he must discuss this with the Board at the next Board meeting. 

• Initial Complaint

  Date:08/12/2024

  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.

  In 2020 I was written up by PPM for planting a small shrubbery. Next thing I knew, $545 was debited from my bank account for lawyer fees for the firm of ******* *********** ********, who represent PPM. I had to go to my bank which said this was fraud and put my money back. Now I am in a dispute over unnecessary landscaping with PPM and just received a false statement. PPM charges $15 to pay in person, and $50 to see a water bill for my condo. I was shoved by an employee of PPM named ***** while trying to find out the name of a contractor and had to call the police. This latest incident was filmed by me. This company should receive your lowest rating possible, our services are badly neglected and the drug deals in our parking lot are ignored. We had a ***** Fentanyl bust last year at the home of a former board member, and PPM did nothing about getting the parking areas drug free. We will be going to court over this last unnecessary expenditure since our community property is thick with weeds. We do not need a $4000 landscaping job. I personally have been retaliated against for taking a stand against the unnecessary expense and design costs. I expect them to charge me again for their lawyers.This can't be legal. I will also contact the ************************ about this practice by PPM. I had to pay my own lawyer in 2020 to get the late fees assessed to me for their attorney fees.

  

  Business Response

  Date: 08/21/2024

  This complaint is considered invalid and not true. The Board make all decisions, not mgmt. She planted shrubbery in common area without approval and was given the opportunity to remove it & refused. She was told if any legal expenses occurred it would be billed back to her, still she refused. As per the Board, the account was sent to legal.
  There are 5 free ways to send payments directly to the associations bank. If payments are sent to PPM there is a fee. Her bank did not say any charges were fraud, she did put a stop payment on one payment. 
  There is an owner on the ***** of Agriculture's Pesticides Sensitivity list which prevents the community from using chemicals, pesticides, or herbicides for weeds. All efforts to address weeds have resulted in state complaints. The assocaition is now unable to find landscapers because of this. After months of deliberation, the Board voted to have all turf removed, all owners have been made aware of these challenges.
  ****** has a history of fabricating, harassing mgmt. and contractors, many contractors have abandoned projects & refuse to return due to her. She was asked to leave the  contractors alone, instead she continued to scream accusations while recording. She has accused every manager over the last 5 years of assaulting her. If there was any validity or evidence of this, the police would be involved and they are not,because this is a lie.
  Mgmt is not the police and cannot be expected to make the community drug free.
  ****** was provided with the records inspection policy which allows the association to charge for copies as per state law, after she requested 3 years worth of utility bills.  

• Initial Complaint

  Date:06/09/2024

  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.

  I live in a condo with an HOA that I pay a monthly fee to. I their rules and regulations it says they are supposed to take care of the property outside my dwelling. I have a 40 year old sidewalk that is worn in and needs repair, however they said that they will not pay to have it repaired. They said that I would have to pay to have it fixed.

  

  Business Response

  Date: 06/10/2024

  This review is not valid. This homeowner does not understand on how homeowners association operate, the ***** makes all decisions; Management does not make any decisions. Management facilitates the flow of information and communication from Owners to the ***** and from the ***** to Owners. The ***** denied replacement of the sidewalk because after multiple inspections they found nothing wrong with the sidewalk other than the typical cracks you see on a Colorado sidewalk after 38 years but it is still sound, with no tripping hazards. The owner demanded it be replaced and even stated he would replace it himself, he was given approval to replace the sidewalk nearly a year ago but would rather fight the ***** through management even by way of this review. Owners who have requests, concerns, or complaints must submit to the ***** of ********** or attend a ***** meeting and this owner has never once attended a ***** meeting since purchasing in 2019.  

• Initial Complaint

  Date:03/05/2024

  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.

  PPM is trying to charge me a random fee of $300 after I called the emergency line when my house flooded for the second time. I did not use any services offered through PPM or ********************* because of her way of handling the situation I felt safer to use my own sources. The company has no policy in place that states there is a $300 emergency line fee, and refuses to send supporting documents, which I have requested numerous times that she provide proof. When I asked for proof of her authority to charge me she said she needed to contact her attorney to confirm authority meaning she is unsure she even has the authority to begin with and lied in her email about it, I never received an update with documentation. This is monetary punishment, for absolutely no reason at all. I used the emergency line for an emergency. and used my own sources after the call because I did not feel safe to continue to work with *****.They have no routine maintenance policies for the **** my house flooded and it was deemed unsafe for my contractor to go on the roof because of months of maintenance neglect from PPM. This is neglect to my house that I own and community I live it and I do not feel safe with her and her business. I am requesting this $300 charge be removed immediately or legal proof she can charge me for my emergency phone call that was in fact an emergency and ended up being handled by my HOI, I have gone over the *** handbook and regulation documents and there is no statement allowing her to do this, I have provided proof of emails and account documents stating the charge for a 2 hour call along with the call log of the actual duration of the call.

  

  Business Response

  Date: 03/15/2024

  This owner called the emergency line on Saturday, Feb 17,24 at 5:30AM, saying she had a roof leak that flooded her unit. PPM spent 2 hours finding an available contractor and by then she stopped answering her phone. She must have discovered after reporting the emergency it was not a leak the association was responsible for; it is assumed it is the reason she stopped answering her phone. She finally responded via text saying she would have her contractor handle it.
  
  As stated in our management agreement, after-hours calls are billed at $150/hr. PPM charged the association the 2 hrs. ***** consulting with legal counsel, the Board charged the owner the fee, as she caused the expense and became 100% unresponsive after reporting the emergency. ***** she found out her account had been charged, she sent a plethora of emails trying to engage PPM into a back-and-forth debate/fight, which we would not engage in. This review was made because we were not going to fight over email as she wanted us to do. She was told several times the charge was a Board decision and she could discuss this with them at the March 11th meeting, as shown on her attachments on her review of PPM.
  
  The Board explained at the meeting why she was billed, which they did this after consulting with legal counsel. The Board also advised she might be charged the legal fees to prepare the response she demands after the meeting. To date, the owner has yet to inform PPM or the Board what caused the leak, which leads everyone to believe this was never an association related issue. 

• Initial Complaint

  Date:05/17/2023

  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.

  I have officially notified the *** of several items which need repair. The most critical of which is the broken sprinklers which daily bombards my vehicle with a hose stream of water. They have had this information for over a week and refuse to correspond or talk to me. This *** just raised their rates 50% and they cannot fix a broken pipe? I am not the only victim of this ***. I believe that an audit and investigation into this company is warranted.

  

  Business Response

  Date: 05/18/2023

  This owner sent a non-emergency email on Saturday the 13th, again on Sunday the 14th, and again on the 15th.  Management has had their hands full with irrigation being turned on in all communities, as well as handling flooding all over the city after having more rainfall than we have had in 8 years. The owners emails were answered today, which was 3 working days, this is not over a week. The owner has never called our office or emergency line, how can we refuse to talk to someone who has not called?
  Volunteer homeowners make up the ***** of ********** The ***** sets the budget & the assessment amounts, NOT management, we are facilitators no decision makers. The assessments did increase by $50 per month, had it gone up 50%, the assessment would have increased by $146.50 per month.
  This owner has lived in this community for less than a year and has never attended any of the monthly ***** meetings,nor requested any past financial records, past minutes to make such a claim as being a victim and a statement like an audit is warranted to investigate PPM,our funds are never co-mingled. The owner should have researched prior to purchasing in the community.
  This owner was sent a violation letter to replace a window which is deteriorating in the back of her unit just a few weeks ago, seems as if this complaint is retaliation against management for doing exactly what we were hired to do. PPM considers this complaint invalid and complete retaliation.  

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20071277
  
  I am rejecting this response because: this complaint is not in retaliation.  I contacted the *** and didn't receive any response.  I ended up calling ****** to see how to complain about *** s, I called the utility company to see if they could resolve the issue.  I called the senior offices to see if I could get some kind of response from the ***.  I called the police department.  

  This *** refuses to let the residents know who the board members are and how to contact them.  I had nothing else to do but file a BBB complaint.  

  So I reject this response.  My water still sprays directly into my car.  Her response was that I didn't have a valid concern and my vehicle was not being damaged totally ignoring my concern.

  I have only resided here for 8 months and have noted an incredible amount of violations that never get resolved.  Yet I'm persecuted for a barely fogged window that the landscapers damaged but she will not accept responsibility for this.  It's never the *** s fault.  The entire *** is creating a toxic environment in the complex.  Other neighbors with concerns are moving or after of retaliation from this individual.

  I reject the response from the *** accusing me of retaliation.  I believe I am pursuing all avenues to rectify situations the *** is responsible for handling.  Some residents in the complex have been waiting two years to get some type of resolution.

  I still feel that this *** should be investigated for discrimination, unprofessional correspondence and the deliberate ignoring of some work orders while attending to others.  An audit would also be in order to determine why such a high special assessment was was levied on the residents in addition to a $51 increase per month for ***************.  

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/18/2023

  I have provided both complaints to ***** of ********** they are not happy with the amount of fabrication by this owner and have requested this owner be present at the June meeting, to discuss her issues during executive session as the state requires. All owners have been provided with the names of the ***** of ********** the members names are on the agenda sent to every owner every month,and this owner has opened all of those emails. This owner has never attended a ***** meeting nor the annual membership meeting.

  Currently there are 75 open violations. Since January 1st there have been 118 violation letters sent. Several were for old wood windows,in the exact same condition as this owners window. The other owners have replaced their fogged windows, this owner claims the window was damaged by the landscaper with no proof and no witnesses, not even herself. The window is 40 years old, it is fogged because it is old and worn out. No one is being persecuted,nor singled out. This owner responded to the violation 72 hours after it was sent, not unlike the response time I had in answering her most recent emails. The owner informed me she needed an extension and I have been accommodating.

  
  Management is addressing violations in the manner in which is allowed by the *****************. If this owner feels the enforcement is taking too long she can file a complaint with the Governor who signed House **** **** into law on August 10, 2022.

  
  There has not been any discrimination, nor any unprofessional correspondence. This owner does not understand the way a homeowners association works.  The ***** makes the decisions,management carries out their decisions, I facilitate.

  
  PPM does not consider this a valid complaint.

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20071277
  
  I am rejecting this response because:  I personally spoke with the President of the Board who acknowledged that all of my concerns were valid.  Some will be addressed at the meeting and some before.  My complaints were NOT fabricated nor was this deserved complaint filed in retaliation.  I had just exhausted all of my options for getting the broken sprinkler which was gushing water fixed.

  I reject this response from the business that I fabricated the photos of the existing problems on my property which were provided to the HOA.  I still think an investigation into this HOA and how they do business is warranted.  I'd like to see a full audit and investigation into the practices of Priority Property Management.  

  All I can say is thank goodness the President of the board is kind and understanding and agreed my concerns warrant fixing and resolving.

  
  Sincerely,
  
  *************************