ComplaintsforCollins Management Company

• Initial Complaint

  03/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Collins Management provides a manager and secretary for the *** where I am an owner. *******************************************************************. I along with other owners have asked the manager ****** and *****, when the on site office will be open for walk ins. Currently (since Covid 2019) we the owners of the *** are not allowed access into the office and we have to email the manager or assistant to make an appointment. Since COVID is not longer a concern in Alameda County where I reside, we have been asking Collins Management when things will go back to normal and we again have access to the office. Access is needed to file a concern about maintenance, about problems with the automated entry system to the complex and to all the buildings, for replacement keys...etc. I have been asking these questions since January 2023 and to date I have not received a response. I as well as all the owners would like a date when the office will be again accessible.

  Customer response

  03/23/2023

  Collins Management responded to me stating the office being closed to walk-ins was a Board Decision so I asked them to forward my concern to the board.

  
  However, I have another complaint concerning the meeting minutes for the October 2022 Board Meeting which is supposed to be posted on the Collins.com website and it is not.  I had sent a letter back on 12/23/22 asking some detailed questions about the 2023 budget because our *************** were increased by 14% which was more than my prior 20 years here.  Collins stated the budget was reviewed in the October meeting, so I asked for the minutes. I asked again for the minutes on 3/20/23 when they responded to my BBB complaint about the office.  To date, I have not received the minutes nor are they posted on the Collins website.

  Business response

  03/28/2023

  Thank you for your patience while the manager researched this matter. It seems there was no submission of a question regarding office walk-ins in January, but all other requests were responded to. Please submit the request you are referring to the office for it to be addressed. Collins Management has no decision-making authority on matters the ***** of ********* have set limits on the operations of the HOA. 

• Initial Complaint

  03/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2021, a new resident moved into 167 Glenwood, which is part of the *** managed by Collins Management. Since moving in, this tenant has turned our home into a nightmare. They have taken all the guest parking spaces with about 7 of their cars. They blast loud music at night waking us up every day at odd hours of the night. When we filed a noise a complaint against the neighbor, the *** told us they were going to address it, that they were in violation and that they were sending them a violation notice.The tenant ignored the violation notice and continued harassing us. In retaliation for us complaining, they started flashing high beams at our windows and blasting rap music outside our windows every day.Now they are even blocking the car wash only parking space with their ************ sedan, with license plate **********'ve tried repeatedly to complain to Collins Management but they told us that they were now refusing to do anything about the problem.This tenant has been unilaterally given permission to violate all our complex's rules and harass us every day with total impunity. We are now in the process of having to file for a restraining order and go to the police station to make a police report because the *** is ignoring this problem and refusing to enforce complex rules.We are paying an insane amount of money in *** fees to have the same experience as not living in an ***; no rules are enforced, this new tenant is allowed to park anywhere, allowed to harass us and block the car wash parking space.We're sick and tired of being abused and extorted for money by this *** that does not actually hold up their end of the agreement. One of the terms of us paying *** fees here is that the *** will enforce their CC&R, which they have not and are now refusing to do. My understanding is this an illegal breach of contract.I have attached photo proof of the tenant blocking the car wash parking space. I also have many videos of their noise disturbances

  Business response

  03/07/2022

  Hello, we believe this is a fraudulent report. We have no record of this person living at  the Glenwood property and they knowingly gave a false email and telephone number. If this person would like to come forward we will do what we can to help. Thank you

  Customer response

  03/07/2022

   
  Complaint: 16847952
  
  I am rejecting this response because:

   

  Collins Management are lying. They are fully aware that this is not a fraudulent request. I have provided months worth of documentation, in writing, in video, and in photo format. They are fully aware of the problem but are attempting to dodge responsibility by demanding that I provide my personal information, which is not relevant to this request, nor necessary to prove that the request is not fraudulent, since I have already proven that with video and photo documentation.

  Collins Management are fully aware of the problem and are reaching for excuses to continue not doing their jobs while extorting exorbitant fees from the residents of this complex
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Extremely corrupt and unethical company. They are criminally incompetent and knowingly mismanage the condo complexes they're supposed to be taking care of.They also have an army of fake accounts on Yelp that boost their reviews. If you go to their yelp page, you will find hundreds of 5-star reviews, most of which have no upvotes on them, and most of which follow the same basic review template.If you scroll through the reviews, you'll notice that most of the 1-star reviews are hidden under the "89 reviews not recommended" link at the bottom. Those reviews somehow do not factor in the company's overall yelp rating. It appears they've been using their fake review accounts to also mass-flag negative reviews.Most of the 1-star reviews have huge numbers of upvotes on them. Some of them have been voted "useful" ***** times. Most of the 5-star reviews don't have have 1 "useful" vote on them.Collins Management are criminally incompetent. They allow huge amounts of crime and depravity to take place on the properties they manage. They do not actually manage the properties. What they actually do is they simply collect HOA fees from the owners, and invest $0 of that money back into the complex. They refuse to fix problems, they ignore and disrespect tenants on a regular basis, and then on top of that they manipulate their ratings on the internet, having paid employees post fake 5-star reviews, and mass-flagging any negative reviews posted by honest tenants.Collins management is not a management company, it is an extortion ring, a racket, a cartel.

  Business response

  02/14/2022

  Hello, we believe this complaint is a fake. This person also left messages on other platforms. The person who lives at the address in the complaint is not the person who left the complaint. We consider this a fake and closed. Thank you

• Initial Complaint

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been living at Crescent Circle for 11 yrs. Over the last 2 yrs, myself & other owners have become increasing frustrated with Collins Mgmt's lack of urgency to correct issues, special assessments, & using expensive vendors we stopped using years ago. Beginning last year the building has had numerous thefts occur. From breaking into mailboxes, stealing packages, breaking into cars etc. The mailboxes have been permanently damaged and need to be replaced. This has been an ongoing topic at every HOA mtg and they still have not been replaced. Collins Mgmt has not elected new board members in 2 years. We have constantly asked when can we elect new board member & have been given the run around. The Board should consists of 3 members. There have been only 2 members for 2 yrs. A new board should start in Oct every year. This has not happened in 2 years. Now they're saying it won't happen until Jan 2022. Just last night (9/26/21) mailboxes were broken into again & 4 cars.

  Business response

  09/30/2021

  We are sorry to hear that Ms. ********************** is dissatisfied the management of the Crescent community.  We appreciate the feedback, and take her concerns seriously.  Going forward, we will try to be more proactive in informing homeowners as often as possible,including Ms. **********************.  Last month we made the decision to assign additional resources to the community, including a new manager, to support the community during this difficult time. Still, I would like to take some time to clarify some of the points made in Ms. **********************letter .
  ********************** Management has no decision making authority. The ***** does.
  As the management company, we carry out the lawful instructions of the ***** of ********** made up of homeowners who are elected for one-year terms.  We carry out the *****'s directives, but we have no decision-making authority and cannot spend money without the *****'s direction.  We understand how many of the *****'s decisions may be frustrating or confusing to homeowners. We do our best to communicate the reasons for the *****'s findings to the homeowners as often as possible.  We also encourage owners to join the ***** or volunteer on committees. 
  Depleted Reserves
  Unfortunately, like many aging communities, this community has suffered through multiple major projects in the last few years (some expected and some not), resulting in depleted reserves, emergency special assessments, and vendor changes. This problem is exacerbated by the prior *****'s desire to keep dues low over many years, leading to underfunded reserves.  We have no authority to change dues and increase funding levels.  That is, and always will be a *****'s decision.
  Over time, major components need to be replaced, but there is inadequate funding due to years of underfunded reserves.Then something unexpected happens, and the Association is out of money.  For example, the elevator was determined to be unsafe and put out of service earlier this year. The ***** ended up spending $160K+ in unbudgeted repairs and upgrades to get it functional again on an emergency basis. The ***** determined that the current reserve balance was not sufficient to cover the cost of the elevator and to also account for future reserve expenditures. Hence, they used only $50K from reserves, and the rest is being funded by emergency special assessment.
  
  Regarding Security
  We do not control the socioeconomic conditions, and subsequent level of criminal activity, in this area.  Also, the Association,and indeed not the management company, can guarantee security.  However, we do our best to help the ***** maintain a safe environment for its owners, renters, and guests.
  
  Crescent (and the surrounding community) has experienced many security issues, and the ***** is very aware.  Crime has been an ongoing topic discussed at each meeting. The ***** has taken multiple actions to address, including but not limited to - adding an additional security camera,forming a security committee, adding expanded metal to prevent unauthorized climbing, strengthening existing intercom box to avoid being pried open,repaired existing mailboxes multiple times, adding screens in the lobby to cover the window and reduce the visibility of packages, and also the ***** recently approved a proposal to completely replace the mailboxes adding locked package/parcel boxes. The mailboxes are custom made, so they did require about eight weeks to make, but they are now ready and will be installed as soon as possible. The ***** is diligent in reviewing security camera footage, filing police reports, posting notices, etc.
  
  The most recent mail theft resulted from the thief somehow getting a building key fob belonging to a recently deceased homeowner.  After discovering this fact, the *** was deactivated to prevent further entry. We're hoping to gain assistance from other owners in the building to serve on the security committee and have repeatedly asked for volunteers. We need homeowners'help to keep an eye on things. The ***** is also considering working in conjunction with neighboring buildings in the cul-de-sac to share the cost of hiring a security guard, which would be an additional cost to an already cash-strapped Association.  A more secure mailbox cluster is in the final stages of fabrication and will be installed soon.
  
  Regarding Elections
  The ***** had 3 ***** Members last year, but one sold her unit, dropping to 2. The ***** appointed a new director this year, raising the number back up to 3. They are due for their election, and soon, we will send the call for nominations.  Ms. ********************** is encouraged to run for the *****, we would love to work with her.  
  
  In closing, we appreciate Ms. **********************' concerns, and we look forward to helping this community become a safer, well maintained and more financially solvent community for years to come.

• Initial Complaint

  09/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is a private unit vs ***. Due to structural damage from an outside wall in my living room (not near pipe or any other water source on the inside) during rain season I have water damage on the inside that the *** refuses to repair. I have tried my own insurance company (couldnt be helped as issue is on outside) , the *** insurance (couldnt be helped as *** said they are seeking legal counsel), I hired an attorney (they ignored him and didnt respond to a demand letter), and I have sent multitude of emails and phone calls and have been ignored for 11 months now. I am seeking help to report a management company that refuses to repair damages to the structural wall, part of why I am paying very high *** monthly dues. In August 2021 I had to hire my own contractor and pay out of pocket to close up open walls on the inside, but structural wall still has cracks on the outside that causes water damage on the inside. The *** have known about this since November 2020. Report below.

  Business response

  09/21/2021

  Thank you for your message regarding this issue. Please be advised that this is currently under legal review. We expect to obtain further legal direction by the end of this week and will follow up with further actions or requests shortly thereafter.

  Customer response

  09/21/2021

   
  Complaint: 15874285
  
  I am rejecting this response because: Collinss management have provided this exact same response since January *****************************************************************************

  Business response

  09/28/2021

  In the year 2019, the owner was in a legal battle with the association that resulted in an emergency special assessment to the homeowners.A local construction company was awarded the project at that time  
  
  Shortly thereafter in 2020, the owner was reportedly doing some abatement work in her unit without notice and ultimately claimed that the *** needed to step in and assist with repairs for some water intrusion.
  
  We had the construction company proceed with a water test and we provided a report. After, we were told by telephone by the contractor that the main source of the water intrusion was from improperly flashed "new-ish" windows that the owner had installed 7 - 8 years ago where she had her contractor change the size of windows and frame. The owner confirmed that she installed the windows but stated that after she installed them that now it's the association's responsibility to correct any leaks.
  
  The issue was directed to the associations attorney and we advised the owner that it's under legal review for further guidance. We will follow up with the homeowner as soon as the board has made a decision based on the attorney's guidance.

  Business response

  10/18/2021

  Thank you for your patience while the ***** researched this matter.  In matters such as this, Collins Management has no decision-making authority, and this is between the ***** of ********* and the homeowner.  The ***** referred the matter to the Association's attorney, and an opinion has been rendered to the *****.  The ***** will review the attorney's recommendations at a meeting, make a decision, and provide further guidance. The final decision will be communicated directly from the attorney on the *****'s behalf to the homeowner.  Collins Management has no role in this matter. Thank you

*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. ↩