Customer ReviewsforStillwater Community Management, LLC

Stillwater Community Management (SCM) is the property manager for the complex we purchased a townhome in. There are 20 units on the property and we have lived here for over two years with SCM being the property manager the entire time. There have only been two issues that have arisen that required involvement from SCM. Both times SCM has acknowledged the issue and they have acknowledged that they would take action to repair the issue (have emails and documentation with their confirmation). We have been waiting over a year for them to repair one of the issues they acknowledged and now have been waiting over three months for the other issue. We have REPEATEDLY reached out to our contact at SCM, *************************, via email and voicemails and still have not heard anything back. They have no issues taking our *************** each month but then do not take care of the issues that come up that they are obligated to address/repair. I cannot express my frustration enough that this management company is extremely unprofessional and reliable. And its unfortunate that we currently have no recourse or we would fire this HOA management company immediately and work with one that is professional, regardless of the cost.

Thank your your comment *******. I would first say that while you have two issues you are tracking there is regular and ongoing service and maintenance like landscaping, irrigation systems and snow removal that are regularly and diligently addressed by SCM at your community. The two issues I believe you are referring to are two fence panels that have been damaged beyond repair on the perimeter fence. You and another reviewer here on BBB have repeatedly reached out and SCM has responded to your requests each time. As we have corresponded in emails, the fence is proprietary and to match the panels, we have to go to the original manufacturer. As with many building commodities, current lead times range from three to nine months to get the specific panels needed to match your fence. I would also add that one of the panels has been knocked out of the fence by activity in a neighboring parking lot and has been fixed several times until it completely vanished one day requiring replacement. Lead times to do actual install of the panels also has extended lead times. I understand your frustration in the time delay to fix the fence but many people are experiencing similar issues in getting the materials needed to do maintenance and construction in this current environment. SCM will keep you updated on delivery schedules. If something gets broken we will fix it as always but if we need to acquire materials to do so, we are depended on delivery times for those materials to complete repair.

Thank you for the feedback but I find it even more frustrating and almost infuriating that you claim to have documentation where you have responded each time I have emailed SCM about the issue. If you have that confirmation and documentation please, please, please share that as I only have a single email where SCM acknowledged the issue but then when I have reached out, repeatedly, for an update I get nothing. I am more than happy to share all my documents that I have stored.I emailed SCM on June 27th, 2022 regarding the broken fence. The ONLY email I received from ************************* with SCM on June 27th, 2022 stated: "I will have it repaired. They are replacing a panel on the other end this week finally. " I have since reached out several times since that initial email regarding the broken fence issue and have heard nothing from SCM.

If you buy a new build and they stick you with this company be warned. ******* job seems to be just to run out the statute of limit tenants suing the builder. His HOA docs are also designed to do this. Get a real unaffiliated company as soon as possible and poll your neighbors for issues of common issues. Lawsuits for builders are incredibly common. They are trying to keep you on the hook to run out this time frame. His service level is all about gaslighting you into "having pride in your community". So that he doesn't have to fix issues and he will ignore you. We have email chains of messages when he point blank lies to us about timelines and invoices. No shame. These people are criminals and as soon as their business goes under they will just change their name and continue to do things like this. Also, his practices are borderline illegal. For example, he didn't even want us to get a dedicated legal counsel and he approves invoices on your behalf.

Thanks Rapha. Since you are an original Board member we have had many meetings and conversations and I'm not really sure where these comments are coming from nor do they make much sense. SCM is not affiliated with anyone, we are an independent, private company. SCM is a management company and do not write any HOA documents. The documents for your HOA were written by an HOA attorney prior to SCM managing the **** SCM has been in business for 14 years under the same name, are well respected in the management industry and do not plan on going anywhere. We have never ignored anyone in your community and have responded to a very high level of maintenance issues we addressed mainly because people living in or visiting your community were regularly vandalizing and breaking the gates and perimeter fencing accessing the community. There was discussion initiated by SCM to get an attorney to begin collections on an owner that had not paid dues. There was never any suggestion by SCM of not having legal council and attorneys specializing in HOA were suggested to the Board. Payments were approved based on the Boards direction and on approved contracts or for utilities like water for domestic use. I do appreciate the comment but I wish these issues could have been raised in the normal course of business in our many interactions. The issues as outlined above that were discussed did not, in my recollection, happen the way portrayed in your comments.

Stillwater community management manages our 20 unit property at ************** and *****. They are negligent in the performance of their duty and unresponsive to our complaints. Here are two examples: (1) every winter when it snows, we are consistently the the last property in the neighborhood to be plowed. Every winter several neighbors have to call before stillwater sends the snow plowing service. By the time we get the service, the snow has melted and the service is unnecessary. (2) the property is surrounded by a fence. Due poor quality material and the wind, part of the fence was busted, leaving several properties exposed to a parking lot. It has been two months since the wind blew up the fence and it has not yet been fixed. I emailed stillwater a month and half ago and I received no answer. I started calling every week after sending the email and *****, the manager, keeps finding one excuse after the next to explain why the fence is not yet fixed. First, he could not find a contractor, then he said it was the weather, and after that he said he could not find the same material. Last, he promised next week! but nobody has come to fix the fence. For any developer who is looking for a management company, please look elsewhere, stillwater is unreliable, unprofessional, and negligent.

Thank your your comment ********. As with most residential type snow removal contracts, snow is cleared after snow stops. There is no requirement to call to have service, it is done automatically based on the terms of the contract; when there is 2" or more inches of snow and after the snow stops falling. Once the snow stops, there can be a lag of several hours before the contractors get to your property. We have not had any complaints from other residents. We have had many positive notes from the community about the quality and responsiveness of the contractor. Other than one storm where there was mechanical issues with a vehicle, the snow contractor has responded in a timely manner. We have been contacted by a neighboring community for information on our contractor because they wanted to use them because your community was regularly complete prior to theirs. Please keep in mind that every property within the surrounding block is a commercial property either on ********, the office buildings on your block or the private school next door. Commercial properties have different requirements and terms in their snow contracts. Commercial contracts require removal when the snow storm STARTS and then are revisited during the entirety of the storm to keep their parking lots and sidewalks clear at all times for customers and students. These businesses pay for each visit and the total cost for each storm is many times the cost paid by your community. It is possible to take a similar approach at your community if the residents are willing to double or more the monthly maintenance fee.Regarding the fence. As with many building commodities, current lead times range from three to nine months to get the specific panels needed to match your fence. I would also add that one of the panels has been knocked out of the fence by activity in a neighboring parking lot and has been fixed several times until it completely vanished one day requiring replacement. Lead times to do actual install of the panels also has extended lead times. I understand your frustration in the time delay to fix the fence but many people are experiencing similar issues in getting the materials needed to do maintenance and construction in this current environment. The panel by your home has been fixed. Another recent panel was damaged and needs replacement. We will keep you informed of delivery and repair schedules. If something gets broken we will fix it as always but if we need to acquire materials to do so, we are depended on delivery times for those materials to complete repair.