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:11/22/2024

  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.

  Brightstar Management has been "managing" our *** for the last couple of years. In the last six months, they hired a new manager for our community who has not been providing services to our ***. He has approved landscaping work without Board approval, has paid bills out of a closed bank account, causing the *** to pay a bounced check fee, and has increased the *** fee a year ahead of the Board's intent. The company itself has not been paying our bills for the last two months and has refused to credit our account for the bounced check fee. Overall Brightstar nickel and dimes clients to where they are paying far more that the monthly management fee every month.Our Board would like resolution in the amount of $1,450.00 to reimburse us for One month's management fee, the transition fee, and the bounced check fee.

  Business Response

  Date: 12/03/2024

  ******,

  These accusations are just false.  We did not approve any landscaping work without Board approval.  We were going through a banking relationship change, which you all were notified of.  A payment tried to pull out of the old account.  We caught it and made the payment out of the new account.  We addressed this with the vendor and took care of the *** charge at the company level.  There was no negative impact to the Association through this process.  The invoices you are referring to as not being paid, were sent to us late by the vendor.  We uploaded them for approval upon receipt.  The Board was completely unaware and refused to be educated on the budget approval/ratification process.  Out of your own words when we spoke on the phone " I don't have time for this, I didn't even look at the budget that was sent over to me for approval.".  So, when you were shocked that the draft budget you didn't look at, but approved, was ratified at a meeting, there wasn't much we could do at that point.  The Board is responsible for approving a draft budget.  Which you did.  We setup the annual meeting and budget ratification meeting as required by law.  Sent out all appropriate notices in a timely fashion.  You attended the budget ratification meeting.  The budget was ratified.  The assessments were increased as outlined in the budget.  The increase was entered into our system and billed accordingly.  The Board not being aware any of this happened is astonishing and says much more about the willingness to be engaged in the process.  When I spoke to you about this you refused any education around the process I offered.  We did our job.  And the Board is responsible to do theirs.   Our fees are clearly outlined in the contract you signed.  We did not assess any fees outside of that agreement for services.  There will be no refunds because the Board chose to not participate in the process or review documents.

   

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22592187

  I am rejecting this response because:

  Your staff did approve landscaping work without Board approval. We received invoices for work we had no idea about - ask ***** and he can tell you he approved the work without asking us.  Something he felt he had the authority to do, which he did not. We spoke to the vendor who verified that. 

  You "took care of the *** charge at the company level" only after we repeatedly asked for reimbursement.

  Not sure where you got this from: "The Board was completely unaware and refused to be educated on the budget approval/ratification process.  Out of your own words when we spoke on the phone " I don't have time for this, I didn't even look at the budget that was sent over to me for approval."  I PUT THE BUDGET TOGETHER WITH **** AND AM FULLY AWARE OF WHAT IS IN THERE.

  "We setup the annual meeting and budget ratification meeting as required by law.  Sent out all appropriate notices in a timely fashion."  Three notices were sent out for the meeting because ***** could not get the date, time and location correct the first few times.

  *****, your company has repeatedly billed us for services without ever sending on invoice outlining the work performed. You are a thief and a liar.

  Sincerely,

  
  ****** ******

• Initial Complaint

  Date:03/13/2024

  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.

  I have lived in Park North townhouses for 4 years now. Managed by 4 seasons HOA group. When I moved in HOA was 375 a month then went to 433 a month a year ago and now they are trying to get 525 a month.This this is completely rediculas. The average cost for HOA in ****** for communities on a golf course is 348 a month. ******** is 170 a month. All areas in ******** average at 401 a month. We do not live any where extravagant what so ever. We barely got a swimming pool again. We have no club house and the landscaping is horrible. Like I said still no lawn in front of my home for 2 years now. You want to charge all the owners almost another 100 dollars a month for absolutely nothing when the basics haven't even been met. I think this needs to be taken further if this is what they are planning on trying to do because trying to charge 525 a month is absurd and robbery! I will be printing out all the costs and having them looked over because this is absurd and robbery!

  Business Response

  Date: 03/14/2024

  Good afternoon,

  I wanted to take an opportunity to respond to your message.  The management company does not have any impact on dues increases.  We are also not capable of forcing boards to make any decisions, only provide guidance in their roles.  If the community has historically not raised dues to be able to cover the increasing costs to keep the amenities functioning, sometimes these situations can arise.  If there is deferred maintenance, there must be a plan put in place to slowly get those amenities back up and running without inflicting too much of an increase to homeowners to tackle them all in one year.  This has been the case with Park North.  But there are operating expenses that are out of the communities' control that can increase such as insurance, landscaping, pool maintenance, snow removal etc.  As those expenses in the market increase, the assessments must be raised to cover those increased operating expenses.  These topics are regularly discussed at all Board meetings for the community and the budget as well as all expenses are available to view by all homeowners.  We encourage homeowners to attend these meetings to gain the knowledge and education around decisions being made for the community.  ********* and management company will consistently review vendor selection and continue to try to find ways to reduce operating expenses of the **** but there is a reality that costs for everything continue to rise.  Especially in the insurance sector over the last 2 years.  With these increases, the dues must increase as well.  But most importantly, I wanted to explain that as the management company, we are here to provide guidance and support, but we do not ultimately dictate the assessment dues cost to homeowners.  We would also invite all homeowners to run for Board seats as they open to better understand the role the Board members play in the community and the sometimes-difficult decisions they are met with as it relates to managing a budget in an environment where the cost to do business continues to rise.  

  Sincerely,

  *********************

• Initial Complaint

  Date:02/12/2024

  Type:Order 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.

  I own a condo in a ******************* in ******, **. It is managed by 4 Seasons Management. I just received a letter that my HOA that fees are going from $346/mo to $621.50/mo starting In April. This is unbelievable! There is a meeting on Feb 22 to ratify the budget. I am hoping we get enough owners there to veto it. 4 Seasons Management says basically the increase is due to increased insurance premiumsreplacement materials, ********** in case of a large claim. It seems unreasonable to ask home owners to foot the whole bill for this. Is the management company not responsible for some of this? Is there anything that can be done to force insurance companies to better collaborate with HOAs? Any advice you could provide would be greatly appreciated.

  Business Response

  Date: 02/13/2024

  Hi *****,

  No, Management Companies are not responsible for increases to ********************* Premium's.  This is in no way something we have control over.  Please plan to attend the meeting on the 22nd to ask any additional questions you might have or request further clarification on the insurance premium increase.  

  Sincerely,

  *********************

  Customer Answer

  Date: 02/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/10/2023

  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.

  I sold my condo on March 31, 2023. I did not realize that they would still take out my $315 monthly recurring billing amount for the April *************** - even though I sold my unit in March. When I requested they refund that payment, 4 Seasons told me they don't issue refunds. They instructed me to file a dispute with my bank instead! Ridiculous suggestion. They charged me over $750 for various closing documents, transfer fees, rush charges, service fees, etc. They need to refund this amount that they should not have.Response from *********************, President of 4 Seasons Management:"We dont manage homeowner payments. It is the homeowners responsibility to shut their payments down through their portal. Please begin a dispute with your bank and they will work with the payment processor for a refund."

  Business Response

  Date: 04/10/2023

  ******,

  As we discussed, our payments are setup and initiated by the homeowners through their portals.  We have no way of knowing a homeowner has sold their property until we receive the transfer paperwork from the title company, which we had not received by the time the April HOA payment was due.  You had not deactivated your auto pay which is why it pulled.  You were told you would receive a refund check forwarded to your new address once we completed the ownership transfer or if you needed a more immediate resolution, you would need to speak with your bank, and they would work with our third-party payment processor on issuing the refund.  We also discussed in detail and were able to show you where our fees for resale were located and outlined.  These were all disclosed properly and there will be no refund as every homeowner pays these fees when they move.  We tried to help you understand yours were higher than some other homeowners because you live in a sub association so there are fees assessed at the master association level as well, in which we don't manage and can't speak on behalf of.  I'm unsure how else do address the complaint as everything that occurred was normal business activity.  We responded and educated you as the homeowner quickly, each time you had an inquiry.  Whether or not you agreed with the answers, doesn't indicate a lack of service on the management company's part.  Hopefully this helps continue to address the concern.  

  Thanks, 

  Laura 

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19916560
  
  I am rejecting this response because:

   

  You also told me it would take the title company ***** days to send you the transfer documents so you can review it all and issue a refund check.  However, it only took 1 business day for Canyon Title to mail it to you.  It was mailed 1 week ago on April 3, 2023.  You probably have the paperwork already (have you looked?) as it doesn't take a week for mail to be delivered to another Denver ***** address.  Please confirm you are mailing my refund.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/26/2023

  Every title company is different.  That is the average timeline we see between closings and receipt of the transfer paperwork and credit's that are issued, being recieved by the seller.  My attempt was to set a realistic expectation so there was no further frustration.  When the transfer paperwork was received, we processed it and sent you the refund, as promised.  This is a trusted process, It's unfortunate you weren't able to hang in there while we went through it without feeling the need to escalate to a BBB complaint.  Have a wonderful day.

  Thanks,

  *********************

  Customer Answer

  Date: 04/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Sincerely,
  

  
  *****************************

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair 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.

  We are being charged a fee of 111% of our total invoice because the payment was late. 4 Seasons sent changed their payment processing, made zero attempts to contact us regarding our payment, then slapped on $150 fee on an invoice of $135. The payments in question are quarterly payments so not something we have at the top of our mind everyday. I believe this is a predatory business practice and don't believe we should have to pay such an insane fee. There was no attempt to communicate with us, there was no attempt to let us know they changed their payment processing software, and the company refuses to work with us on the fees.

  Business Response

  Date: 01/09/2023

  **************,

  Please review your Associations updated Collection Policy, effective 8/10/2022.  These changes were put in place in an effort to remain compliant with the new House Bill **** passed by the Govenor in June 2022.  It is now required to deliver delinquency notices First Class Mail, Certified Mail as well as hand delivered by a process server to the residence.  These were not changes made by 4 Seasons nor are they dictated by our company.  *************** sent out courtesy letters in November to all homeowners that were past due prior to sending the delinquency notices.  This was a law that was passed, and we are abiding by the new rules and guidelines set forth in this law.  These are collection costs associated with the required new collection process.  For any fee waivers, you must contact the ***************** to request as they were hard charges incurred to the Assocation.  

   

  Thanks,

  *********************

  Customer Answer

  Date: 01/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  It would have been nice if it were explained like this any of the three times I spoke with a 4 seasons employee.  I do not accept the charges as it is unfair to charge 111% fee after they make it so difficult to pay the charges.  As I explained to *****, we mailed a check, and also sent a voided check for auto payment when our previous payment was collected.  Neither were "received". 

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

• Initial Complaint

  Date:12/13/2022

  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.

  I sold my condo on 10/30/2022, the *** took out their monthly *** payment of $400 on 11/06/2022. 4 Seasons had all appropriate paper work and payments for the property transfer. I have contacted accounting at 4 Seasons and have been promised my refund check I have not received my check.

  Business Response

  Date: 12/29/2022

  *****,

  Once a sales transaction closes, it is common for it to take up to 60 days for us to receive the transfer paperwork.  We received this paperwork on 12/11 and a check for $400 was cut and mailed to you on 12/12/22.  Thanks, *****

  Customer Answer

  Date: 12/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************