ComplaintsforOptimum Professional Property Management Inc

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The property manager, ***********************, specifically is unresponsive to calls, voicemails and emails. It is essentially like pulling teeth each and every time there is an issue with the property. Normally, this would be fine. However, the property is currently in escrow and was scheduled to close yesterday, April 29, 2024. ***** was well aware of this closing date and was also informed that the *** needed to provide letters of intent to escrow in order to close successfully. Well, guess what? The man is yet again, unresponsive to calls, voicemails and emails. At some point, there needs to be some level of professional responsibility. I also reached out to his supervisor, *******************, and left a voicemail. There is no response. In order to salvage the situation, we may need to pay extra from escrow to solve the issues of untimeliness.

  

  Business response

  05/16/2024

  We are in receipt of your communication, and we thank you for bringing this matter to our attention. We do apologize if there have been any missed communications. We strive for same day/next day response to all communications. 

  I have personally reached out to you using the contact information provided in this complaint. I would like to obtain further details from you regarding this matter and assist with resolution so the escrow process can be completed. 

  Thank you and please return my call at your earliest convenience so we may discuss this matter further. 

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mismanagement of non profit organization, blocking and refusing and fraudulently marking service items completed, when members attend board meeting and or submit information by owner portal, ******************** Manager willfully and continually and recklessly disregards civil code and CRRs of HOA to remedy incidentals quickly with reserves by putting major item like 7 broken mailboxes left broken for 3 months on Board Agenda for HOA Reserves to fix quickly, this should have been esculated to Board Meeting. I paid to fix 7 USPostal boxes and I directed Manager to hold the keys, this was never remedied back to me, this is unprofesdional; and 2040 tripping hazard treeroots lays wasted for 4th year 2021 *****, this is unacceptable. Manager walks property weekly and allowed 75 gopher holes living and destroying lawns even still, members show up to board meetings to report this and items never get put on Agenda for rats or gophers to fund regular exterminating services, never notifies residents of chemical herbacides or ground bait area or date, even after asking per owner portal. Manager discriminated against me telling me to make common area concrete ADA ********* out of my own pocket. Member agenda items are being blocked and refused and failed to be placed on the following months board agenda per civil code, to be presented to the Board Meeting Agenda.This is the 4th year Community Manager continues to break HOA Manager civil code. This land looks destroyed just like the movie Lion King, you cannot blame the Board, you failed and refused and committed fraud against the owner members in taking zero responsibility, still to this day taking zero responisibility, management team point to each other and claim ignorance on any issue. Maybe she thought she has a dream easy job marking items completed for years without owner verification anything was done. Remove and replace "this Team" that is illegally mismanaging our HOA that is a non profit established for "wellbeing".

  

  Business response

  04/23/2024

  We appreciate your communication and the attention you have brought to this issue.
  
  Please be informed that, at this time, your matter has been forwarded to the Association's legal counsel for thorough review. They will be handling all further communication and correspondence related to this issue on behalf of the Association and Optimum. It is important to note that this action aligns with the terms outlined in Optimum's contract with the Association. Pursuant to the contract, the Association agrees to indemnify, hold harmless, and defend Optimum at its own cost and expense, as well as Optimum's employees, agents,officers, directors, and representatives, from any and all loss, liability, cost, expenses, or damage, including attorneys' fees and costs with the exception of intentional misconduct or sole negligence.
  
  We appreciate your patience and understanding as we navigate through this process.Thank you for your cooperation.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, There have been many issues with our board president only working with Optimum and not with the rest of the community in making major decisions for our community.(our board president already uses his position as a weapon against some of the owners. As soon as he does not like you, you cant get anything done.)Property manager that we have from Optimum is a shady guy named *****. He allows things to happen and not to happen when its convenient for him and/or the board president. For example, tonight, I called Optimum property management at 4pm today and they said they would send someone out to look at the Very Loud pool motor. I called them again at 7:30 PM and they said that they would send somebody out because they agreed the sound was very loud. They could hear it through the phone. At 9:20 PM, I called again because it had been a very long time of the loud sound of metal rubbing together. (I feared it was getting to the point of the pool equipment getting damaged.)The lady told me that our property manager (*****) from Optimum had called the pool maintenance people, and had told them not to come because the problem could wait till the next day.The after hours representative then said, Wow, that is a really loud noise! If you want, you could call back in an hour if the noise hasnt improved or, considering it sounds like metal rubbing together, which could start a fire, you could just turn it off.I had heard this sound for many hours at that point, so in order for my household to try to get some sleep, I shut off the motor.I am very concerned that ***** at Optimum does not have our best interest in mind. ***** went out of his way to call our pool maintenance company in order for them not to come.Is he trying to make it so we have to afford new pool motor equipment? The after hours representatives each shared the opinion that the sound was very loud and needed to be looked into immediately.

  

  Business response

  04/18/2024

  Dear Homeowner: 

  Thank you for submitting this concern. We apologize for the frustration and inconvenience this matter has caused you. We take these matters very seriously and will be investigating this further. Unfortunately, there is not a person by the name of ***** that works at Optimum who works with ***************. We will be reviewing the after-hours reports and discussing this matter with the Community Manager *******************, the pool company, Aquatek, and our after-hours service to determine what occurred and the status of the repair at this time. 

   

  Thank you again for bringing this matter to our attention and we will be in communication with you via phone/email shortly to further discuss this matter and provide updates. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During *** meeting General Session I informed *********************** of the findings of a damaged pool room. I asked if optimum provides site visits as part of our contract to which ***** confirmed they do. I asked him when the last time there was a inspection of the pool room to which ***** said that he had never done one; he has been the community manager for months. I asked ***** if optimum reviews the common area water bills, he confirmed they do. Then I told him when the spike of water usage began as the water was left on in the pool room for an indefinate amount of time it must have been visable on the water bills. He stated he did not know. I asked why we as homeowners were never given a key to the pool room when we bought the property. He stated he was unsure. I explained that as part of the common area we were intitled to a key as part of the purchase. ***** agreed there was an oversite by the property management company. I requested copies of the water bills be made available, the total calculation of overpayment of water due to the negelct as well as a quote for the repairs that were needed to bring the pool room back into a usable state. On 01/22/24 I sent a follow up email to ***********************, ************************* (*** member) and a couple homeowners which included pictures of the damage, pictures of the partial repair completed by my husband ********************* and requested in writing the quotes for the repairs, amount due to be refuned to the community due to the failure of Optimum to conduct the site visits and a status request. On 01/24/24 ***** sent back a confirmation that he had received the information and would be getting back to me and the *** board. On 2/28/24 I send a follow up request. On 3/9/24 I sent an additional follow up request. Optimum has bot responded, they have not repaired the damages, nor have they provided the invoices for the water and the amount they owe the community.

  

  Business response

  04/12/2024

  We would like to apologize for the lack of response you experienced while presenting your concerns. We understand prompt communication is very important and we apologize for any inconvenience or frustration the delay or lack of communication may have caused you.
  
  As the managing agent for the Association, Optimum operates under the direction of the ***** of ********** We will thoroughly investigate the concerns you've raised,gather necessary information, and then reach out to you to discuss the matter further. Subsequently, we will present all findings to the ***** of ********* for their review and consideration.

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  they are being strong, armed by a candidate that we're having an election on and the ballots that have already been sent in have been thrown away and they say they're going to send new ballots in but this is all because one of the candidates wants to push their agenda through so now everything is pushed the election because of this one candidate and it's shady this is the worst property management I've ever seen in my life they're trying to assess us and they have no valid reasons and they're also telling things that aren't appropriate to homeowners

  

  Business response

  03/07/2024

  Good afternoon,

  The association annual meeting and election is held each year.  Members can submit their names as candidates and run to serve on the ***** of **************** This year, an error happened during the printing process and some of the Members received incomplete packets. This was an error on behalf of management, not the ***** of **************** A decision was made to resend the materials out at no cost.  There is no financial impact to you as a Member of **************. 
  
  Thank you,
  Optimum Professional Property Management 

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First off, note that whatever "response" this company gives, anything they ever say verbally, type, or write via email are outright lies, Which is why they are currently being sued. Optimum never answers any questions about where our money is going, never hold in person meetings because of cowardice and they have actually even admitted they are scared of having in person meetings due to the amount of complaints they receive from our community. They have not "managed" anything. However, they have acted as tyrants in deciding everything, not voting on anything and continuously asking for absurd amounts of money in an absurd amount of time. When any owners have questions in meetings, they state "this is a time for owners to voice their opinions, not have their questions answered." or that they will get back to us via email, then when we email, we either don't hear a response at all, or get a response that is either vague, rude, condescending, lies, or all of the above. they are absolute garbage and when they realized they were going to be sued, they rescinded the "emergency" assessment they were asking for and broke their contract in "acting" as our management company, but of course not before asking for another special assessment of about 1k per owner (330 owners). im not sure what their plan was in terms of collecting over 330k and then spending it and completing a project in 30 days before resigning. Seems like an attempted last minute cash grab but I' m not one to assume. Steer clear of any community being "managed" by this company and I use the word managed extremely lightly.

  

  Business response

  03/23/2023

  There may be confusion on how a management company operates and our role in the process.  To explain this simply, the ***************** of Directors approves the budget, contracts, and expenses for the community. Managements role is to facilitate these approvals on behalf of the ***** of **************** Each year a complete budget and disclosure package is distributed to the community members which details where the funds are planned for association expenses.  At *****************************************, there are many deferred repairs and projects which need to be addressed and in the future, a new budget and potential special assessment may be needed to handle the extraordinary maintenance needs. Due to the extremely hostile and threatening nature of certain residents, we are unable to hold in person meetings. Lastly, Optimum Professional Property Management has decided to end the relationship with *****************************************, our last day is April 30, 2023.  Our team wished the community the best in their future endeavors. 

• Initial Complaint

  02/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Optimum violated several laws regarding hiring and implementing a construction crew to perform unnecessary repairs to our community, without getting three bids, without a vote from the community members of the **** without filing construction permits with the ****************************************. The construction company cornerstone is charging an astronomical amount of money. Most of our community suspect money kickbacks and or embezzlement going on between the two companies.

  

  Business response

  02/16/2023

  Good morning,

  This association is going through a challenging time, and is handling serious construction projects. Please be advised that projects and vendor contracts are decided and approved by the ***** of ********** not Optimum Professional Property Management.  Management does not make decisions or approve vendors, or sign contracts.  
  
  To find our more information, you should plan on attending an upcoming board meeting, which is open to the Members. 
  
  Sincerely,

  Optimum Professional Property Management, Inc.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was doing an retroactive application for windows that were drafting and making my family sick and also a modification application for bahtroom due to mold and water damaged walls and flooring and vanity since June 2022. I hired a contractor and provided all information to Optimum. This has been going on for months and months. Last meeting which was earlier this december, i provided them everything they asked for and during the *** meeting, *********************** from Optimum asked the board if they had everything they needed to make a ruling, and they board said, "yes we do". Then they asked for pictures of bathrooms which i immediately sent. Then, i got a letter in the mail stating they pushed another meeting to approve my bathroom in april 2023. Optimum and *** has gone back on their word when they stated they had everything they needed to make a decicion. they are singling me out since other people in the building have updated their units, including people that currently sit on the board. my unit has two bathrooms, but one of them is not finished so i dont have a second bathroom for my family to use. They put a cease and desist order on my renovation or they wil fine me $1000. I have open walls, no toilet, no tub, drafts and possible mold going on and I am not getting answers from Optimum and they are purposely delaying my renovation due to water damage that I received from the unit above me. This is an emergency. I need help resolving this.

  

  Business response

  12/07/2022

  First of all this complaint should be filed against ******************* *********************** Optimum is only the Agent for the Association and does not make any decisions on behalf of the Association - decisions are solely made by the ***** of ********** The owner on multiple occasions failed to produce information requested by the ************************************** Homeowner began work in their condo unit without architectural approval and personally admitted to their assumptions on conducting work by seeing similar work being performed at neighboring unit. This Owner was sent a Cease-and-Desist letter and called to multiple hearings since May 20, 2022 to November 17th due to proceeding with unauthorized work and failure to submit completed application which additionally required owner to give his contractor's agreement with license information. ***** stated in previous correspondence that none of the work performed in the unit dealt with any plumbing lines or structural components. However, the board noticed the Owner's contractor bringing lumber into the unit that wasn't compatible with the work that was submitted with the board suspected additional and unapproved work was being done within the bathrooms, specifically the drain in the master bathroom was moved due to reports from the Association's plumber in relations to recent reports of leaks. When board requested pictures of bathrooms from owner, the pictures displayed the drain indeed had been moved in the master bathroom, which means owner cut through the floor joist making it a structural issue. The Association's CC&Rs require that any work being performed within an owner's unit, except cosmetic work, must have ARC approval before commencing with any work. Owner was called to another hearing for ***** and owner failed to produce requested information.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  8-23-22 I began a dispute with my *** regarding a non attached patio cover I added to my patio.6-29-22 I was agreed in written legal documents that I had until October 15, 2022 to remove my patio cover and all fines incurred would be dismissed. 9-22-22 I emailed the Property manger *************************** with photos showing a completely vacant patio. In previous emails *************************** acknowledged I was selling my property, showing he had knowledge I was. no longer living there.****** replied my email that confirmation needed to be done before fines were removed. I am trying to close escrow. property manger is playing games and withholding the release of fines which is holding up escrow closing. The *** president lives across the drive from me and easily can be contacted to take a look and confirm the patio cover was removed. There is no excuse for my fines not to be removed as per the written legal document both parties signed at arbitration.

  

  Business response

  09/26/2022

  The homeowner's request has been processed by the community manager, ***************************. The homeowner was notified via email that as soon as it was verified that the unauthorized structure was removed the request would be processed and she agreed. It was confirmed on Friday 9/23/22 that the structure was removed and all fees have been waived. This matter should now be completed to the owner's satisfaction.

  Customer response

  09/26/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There is an employee who is also a board member. Any complaint issued goes to directly to her and is succinctly rejected. There is no recourse that is fair and objective.

  

  Business response

  06/06/2022

  First of all I have no idea who the person submitting this complaint is and which Association this person lives in so that information needs to be provided along with additional details as to the complaint since I am unable to respond to the information that was provided. Furthermore, Optimum is the AGENT for the ASSOCIATION and only acts at the direction of the ***** of ********* for the ASSOCIATION. We do not make any decisions nor do we take any action without direction from the ***** of *********. If this person has a complaint about a decision or how the board operates they need to file a complaint against the ASSOCIATION not Optimum.

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