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:06/16/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The company refuses to fix any maintenance issues despite multiple requests including an inspector coming to the property and seeing the unsafe conditions. We have requested our fence be replaced for over a year and it is becoming a hazard.

• Initial Complaint

  Date:01/11/2025

  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.

  *** has increased the monthly payments twice in the last 2 years. When going to a meeting to request information on voting board members, or financial information we are denied. After speaking to other members of the **** there are similar expressed issues. Currently our *** fees are 100 dollars per month. When speaking to similar style housing in the area we are grossly overpaying. Due to the fact that the *** refuses to provide financial records or in any dicuss information with their members. We would like an investigation into the use of funds acquired by the ***

  Business Response

  Date: 01/15/2025

  i360 Property Management acts on behalf of an ********* of directors and does not act independently. i360 Property Management therefore, serves in an administrative role only to the ********* of directors and makes no decisions independently without direct instructions from the board of directors which are voted on and approved by the homeowners of that HOA. Each board of directors is therefore governed by the bylaws of their respective HOA, and i360 administrates the desires of the board of directors. That said, financial information concerning an HOA is available for viewing by a homeowner in that HOA.

  Please call ************************** to schedule an appointment with *** and ****. *** and **** are in the office daily from 8:30am 12:00pm and are also available by appointment throughout the day. A scheduled appointment will guarantee that you are able to be seen and have your concerns properly addressed. If you would prefer to email, you may also email both at ********************************* and ****************************** you have any trouble reaching them, please press zero while in the i360 phone directory to speak directly to a customer service representative. Please note that while a customer service representative may not be able to answer all of your questions concerning an HOA, they will be happy to assist you.

• Initial Complaint

  Date:12/21/2024

  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.

  i360 is the property management company for the townhouses we live in at ***************. They as a company have made it so difficult to contact them, set up meetings and just generally inquire about anything. We have petitioned the board/i360 and nothing was done. I beleive out of an 8 person board there is only 1 person currently on the board and they make it impossible to run to be on the board.They hoard our money in a capital contingency fund and complete no upgrades to the community, we get a extremely dumbed down list of expenses ONCE a year. In 3 years time the *** **** have gone from about 550 a year almost $1300! With absolutely no additional services and the ones that are available have only gotten worse in quality. They take no care of the property and we demand a change or for them to secede as property managers. They have removed trees that violate a privacy ordinance and have no resolution for this.The fence around the property is falling apart, the signs around the property are old, faded, missing, sidewalks cracking/uncompleted and terrible landscaping.

  Business Response

  Date: 01/07/2025

  This complaint is related to Complaint #********, and as we explained in response to that complaint, i360 works as a representative of an ********* of Directors. In each HOA, the board of directors meet and vote on initiatives, and then task i360 with carrying out those initiatives and informing i360 on what to communicate to the members of that HOA. i360 does not act independently but only at the request of each *********.

  
  i360 is currently reviewing all internal HOA practices, including the actions of the current HOA Coordinator so we may properly assess where areas of training and additional learning may be provided as our desire is to provide excellent customer service for all of our clients.

  
  Concerning the Antrim Crossings HOA which is the source of the complaints mentioned; the annual HOA members meeting is on Monday, February 3, 2025 at 6:00 PM and all members are encouraged to attend so they can hear from the board, and voice any concerns. We would encourage the complainant to attend that meeting and voice their concerns. Also during the annual meeting, there is an election for Board Members and any owner may submit a request to be included on the ballot to be considered for a board member position. These forms have been distributed to all HOA members, and we have attached one to this message as well in case the complainant would like to submit their name for consideration for the Board.

  
  We understand the frustrations that the complainant has voiced, and though i360 is working to improve the customer experience within our *************** we are ultimately responsible to each ********* to fulfill and communicate only those things as dictated by each board of directors. We strongly encourage the complainant to attend and participate in the Annual Member meeting in February.

  
  

  Customer Answer

  Date: 01/08/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22718250
  
  I am rejecting this response because:

   

  I have multiple times tried to contact ******* with i360. She either does not answer/respond. Or she directs us to the ********* for Antrim Crossing. However, when we ask for their information or a method to contact the board she informs us that that is private information and cannot be disclosed. 

   

  When we asked for the names again, she yelled them into the phone and then refused to repeat herself again. 

   

  We are given no method to have complaints heard other than, apparently, once a year at the Board Meeting. 

   

  We have filed multiple complaints this year to ******* and i360 and every single one has been ignored or dismissed. 

   

  Furthermore now there appears to be deception in *** charges and fees that they are not addressing or responding to now. 

   

  The *** fee has over doubled in the past four years without any change in services. Services are barely provided and furthermore the complaints are entirely ignored. 

   

  When homeowners brought it up at the last board meeting the *** said that there was nothing they could do about pricing. 

   

  We do not get the majority of the services provided by the *** fee payment. And the *** refuses to equate prices considering they refuse to mow our yard as per the *** agreement. 

   

  The behavior of *******, i360, and the board is unacceptable giving us absolutely no outlet for resolution. 
  
  
  Regards,
  
  Eerik ****
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 01/08/2025

  I would additionally like to add, today is January 8th. We are 26 days away from the board meeting, and not a single owner has received notice about a meeting existing yet. 

   

  This is believed to be done intentionally as to create a last minute alert and will result in low turnout for the board meeting. 

   

  63 owners have less than 30 days of notice to make arrangements to attend the board meeting. And that is assuming that they send out the notice of the meeting tomorrow, as, once again, no communication has been released publicly to the neighborhood of when the meeting is being held. 

  Business Response

  Date: 01/09/2025

  Per the bylaws for Antrim Commons HOA, notices must be sent out between ***** days before a special meeting. In accordance to the bylaws, and at the request from the ********** notices were mailed to homeowners on January 3, 2025 for the annual HOA meeting. Attached is a screenshot of the confirmation for that mailing.

  Customer Answer

  Date: 01/09/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22718250
  
  I am rejecting this response because:
  
  

  What is being done is unethical regardless of "bylaws".  I have spoken with multiple owners, it is January 9th, not a single person has received notice of the meeting yet. 

  Financial breakdowns are refused to be provided. A single piece of paper summarizing costs, without any proof of receipts of true costs, was sent to us after months of requests from multiple owners. We simply continue to be ignored or told we are not privy to that information. 

   We own houses in the, we pay for the fees, we are fully entitled the knowledge of who represents us on the board, a form of constant communication with them, and we are entitled to know full financial breakdowns with financial receipts. 

   

  Multiple owners  have contacted the owner of i360, **** Thrush, to discuss these issues. **** Thrush does not respond to any of the owner's emails not does he ever call back. 

  At this point this company is negligent and will blame anyone else rather than take responsibility and fix the concerns that the owners have. 

  Regards,
  
  Eerik ****
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 01/10/2025

  I360 is working with the complainant to facilitate a meeting directly with the ********* so their concerns may be given directly to the board.

  Customer Answer

  Date: 01/13/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22718250
  
  I am rejecting this response because:
  
  Sending a non-certified letter to me, telling me that you're going to press criminal charges over a $35 NSF that I am asking to have removed because I had the funds in my account at the time of the *** payment and there being no reason for it have been rejceted isn't "Working with the complaintant" 

  That's fearmongering and blackmail. 

  Regards,
  
  Eerik ****
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 01/13/2025

  I would also like to notate that there was no communication or response from i360 in-between my request to have the *** fee removed and receiving the letter.

  I requested to have the fee removed and the next communication was from ******* ********, in the form of a non certified letter,  telling me that I can either bring Cash/Money Order to the office or face criminal charges. 

   I am not 30 days past due. I am not 90 days past due. This was a first letter notice. There is no substance for a criminal charges. 

   And I would like to reiterate that that letter is illegal fear mongering and blackmail. 

  Customer Answer

  Date: 01/13/2025

  I would also like to notate that there was no communication or response from i360 in-between my request to have the *** fee removed and receiving the letter.

  I requested to have the fee removed and the next communication was from ******* ********, in the form of a non certified letter,  telling me that I can either bring Cash/Money Order to the office or face criminal charges. 

   I am not 30 days past due. I am not 90 days past due. This was a first letter notice. There is no substance for a criminal charges. 

   And I would like to reiterate that that letter is illegal fear mongering and blackmail. 

  Customer Answer

  Date: 01/13/2025

  I would also like to notate that there was no communication or response from i360 in-between my request to have the *** fee removed and receiving the letter.

  I requested to have the fee removed and the next communication was from ******* ********, in the form of a non certified letter,  telling me that I can either bring Cash/Money Order to the office or face criminal charges. 

   I am not 30 days past due. I am not 90 days past due. This was a first letter notice. There is no substance for a criminal charges. 

   And I would like to reiterate that that letter is illegal fear mongering and blackmail. 

  Business Response

  Date: 01/15/2025

  An *** notification is intended to be just that, a notification sent to the payee informing them that there were insufficient funds in their account at the time of payment. That notification is not intended to be threatening but is intended to inform in hopes of a quick resolution to what is commonly an oversight. We apologize if the letter you received was anything other than that. Please be assured that we are looking into this specific concern as well as the other concerns that have been brought to our attention concerning *** ********* and the current processes within the *************** We appreciate your patience as we are working to completely overhaul the current processes concerning HOA communities in order to improve customer service and communication both with each ********* we serve and also the homeowners living within those HOA communities. 

  Customer Answer

  Date: 01/16/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22718250
  
  I am rejecting this response because:
  

  I typed this out once. But I feel as though it didn't go through. So I apologize if this response comes through twice. I will summarize what I stated in my first attempt of sending. 

  I am reattaching the letter that ******* sent to my house, for your review. The letter is dated the same date as the *** email notification. 

  The letter ******* sent us a legal threat. I take this threat very seriously and will be investigating the appropriate legal response, for my own households protection. A letter threatening criminal charges, is not something I intend to take lightly. 

   

  However, if you are going to investigate, I would recommend starting with ********* email. That will give you an clear picture exactly the type of responses,  she sends to homeowners in all developments she manages and oversees. 

  I have a copy of an email from another homeowner that states that ******* feel like "we just want to fight". And that is the very first issue with her being your customer facing representative. She looks at any request as an argument or an inconvenience and either refuses almost every request or just ignores everyone. It's not that everyone is argumentative, it's that she gives no one any avenue to have their complaints heard, that makes peole feel hopeless and creates a defensive response. 

  Your homeowners want to be heard and want resolutions to the issues going on. Not excuses and threats. 

  I will be leaving this BBB complaint in a rejected status until a resolution is agreed upon. 

  I will continue working with my legal defense to take appropriate actions or a response to the letter that was sent to me. 

  We would still like a meetijg with the board. After the 19th if possible, if not we will be present for our February 3rd meeting (The owners received the letter in the mail yesterday by the way. Giving only 24 hours to request topics be added to the meeting). And I would prefer that that scheduling negotiation comes from someone, other than *******. 

  Regards,
  
  Eerik ****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:09/07/2024

  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.

  i360 is our developments property management company and they consistently ignore our requests, ignore us entirely, complete projects without our permission. They raise the fee every year yet the services continue to be poorer in quality. Currently the neighborhood is petitioning the company to replant trees. They removed upwards of ***** trees from our development and displaced tens of animals, devalued our property (what was a tree scape you now look at a factory).Our homes are subject to more harsh weather, more sunlight and there is now no barrier between a residential neighborhood and a factory. They spent upwards of 20k of OUR money without asking.

  Customer Answer

  Date: 09/13/2024

  The office manager has ignored my requests for her superior's information, minutes to the meetings and financial statements for the project. She left me a 8 second voicemail saying "it's *******, thanks good bye".

  She passed the complaint to our ********* which is NOT i360 and is not where the complaint is directed. 

  Business Response

  Date: 09/16/2024

  First, this case involves an ***, in which i360 Property Management acts on behalf of the board of directors, and does not act independently. i360 Property Management serves in an administrative role only to the ********* of directors, and makes no decisions without direct instructions from the board of directors. Each board of directors is therefore governed by the bylaws of their respective ***. 
  
  In this specific case, the complaint is actually with the *** where the individual who files the complaint resides. The trees have been discussed by the board for a number of years, and each year the board invested in the trimming and spraying of the trees to minimize damage by bag worms. This year (2024), as the board was working on acquiring an estimate, they solicited the advice of an arborist who advised that the trees were planted too close to the fence and were therefore causing damage to the fence and also growing underneath the fence and into the sewer pipes, which could cause those pipes to burst. In May, with this information, the board met and voted to remove the trees to prevent further damage, but to leave the stumps as to not compromise the hill on which they were planted.

  Customer Answer

  Date: 09/21/2024

  i360 does manage our property, but to start the property management company hasn't been to the property in years. So they don't even make the effort to come see any issues or see if there is anything the development needs. That is a big red flag in my opinion. We have also reached out to the ******************* and the businesses behind the development, and no one was made aware of this. ******************* has an ordinance in place that requires a buffer zone with either trees or ****** to separate industrial and residential so that was violated. As far as this complaint being with the ********** we cannot complain to them because i360 refuses to give out the boards info even though that is information were obligated to have. They refuse over and over. They will also not give us the higher *** information to take this further. If there was a profit made from the trees we deserve to know, most likely the costs that were incurred in removing the trees were most likely paid for with the *** property owners reserve or contingency funds, which we as homeowners who pay into this and have their property effected, we should we consulted. There also should've been a solution in place to immediately rectify the tree removal. **** recommends we take this complaint to the board; well we aren't allowed to know the board members. We also have multiple board members that we do know who were NOT consulted or asked for a vote so they are petitioning themselves also on the board. i360 property management is doing shady, unconventional practices without consulting the entirety of the board and none tof the homeowners whose properties are no doubt effected.

  i360 also does not give enough heads up for board meetings which happen supposedly every 6 months, but in 4 years living here weve only been able to attend one because they purposely send out the invite only a few weeks ahead. Most people need at least one month advance.

   

  i360 is a total failure and disappointment who does not care about their properties.

  Business Response

  Date: 09/24/2024

  i360 is unclear what the complainant is requesting as a satisfactory conclusion to their complaints with their ********** We understand that the complainant is upset about the Board's decision to remove the trees, however we are unclear what a satisfactory outcome would be, and what the complainant is looking for as a resolution to this issue. i360 will gladly pass along any recommendations to the ********* for consideration.

• Initial Complaint

  Date:07/26/2024

  Type:Product 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.

  On March 5-6, 2024, I requested maintenance from my landlord, i360 Property Management, via the tenant portal to fix a leaking kitchen sink, a smoke detector that fell from the wall, and holes in a wooden bedroom ceiling, which enabled bugs to enter through the roof into my bed. A plumber was sent to fix the leaking pipe under the kitchen sink, nothing was done to correct the bugs entering through the ceiling, and a maintenance man arrived to hang the same smoke detector that fell with a nail.After he used a nail to hang the smoke detector, the visit ended. Then, I received an email with an invoice attached for $67.50 from i360 Property Management with a Description, RENT. I drove to the agency and learned I was billed $40 for a Trip Charge and $27.50 for labor and materials used to hang the smoke detector on the wall. My lease says a $40 Trip Charge is billed when maintenance personnel cannot access the property for a pre-scheduled maintenance visit. As soon as maintenance arrived, I greeted him at my front door and walked him to the area of the smoke detector. Therefore, these charges are fraudulent.My lease says: Detectors and ************************ Tenant will pay for damage to the Property if Tenant fails to maintain or misuses detectors or other fire protection systems. The smoke detector was not damaged and was maintained. The detector fell from sticky patches i360 uses to hang smoke detectors. Therefore, I should not be billed for Property that was maintained and not damaged and took 60 seconds to hang on the wall. I was billed for 30 mins of labor, $27.50. This is also a fraudulent charge. I wrote a letter to i360 asking for these charges be removed from my account, but I am being ignored. These charges could be retaliation for repairs ignored and enforced by the Building Codes office. I do not owe i360 any money but a charge of $67.50 RENT shows as charges past due, however, this is a fraudulent charge.

  Business Response

  Date: 08/19/2024

  This issue has already been addressed and resolved. As you will see in the attached ledger, the funds were returned to the tenant, and their account balance is zero.

  Customer Answer

  Date: 08/29/2024

  Satisfied, thank you.