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:05/01/2025

  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.

  ************* currently began managing a condo unit i own.I am being overcharged by *** by almost $397 a month. attempts to contact them go unanswered until the day payment is due forcing me into a position of overpaying them or risk additional late fees.

  

  Business Response

  Date: 05/13/2025

  Dear ********,
  
  Thank you for reaching out and bringing this matter to our attention.
  
  We understand your concern regarding the recent charges and apologize for any confusion or inconvenience this has caused. Please be assured that providing transparent and timely service is a top priority for us.
  
  We would like to confirm that the ********************** (***) fee was updated. Notice of this change was sent to you via email on May 2, 2025. If you did not receive this notification, we are happy to resend it for your records.
  
  Additionally, after reviewing your account, we can confirm that it is currently up to date and no past-due balance is owed.
  
  We appreciate your patience and understanding. If you have any further questions or believe there are still discrepancies, please do not hesitate to contact us directlywe are here to help.

• Initial Complaint

  Date:03/17/2025

  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.

  EJF Real Estate is charging me for amounts that I have paid, and they sent it to a ****************** although everything was paid. They and their agency keep playing games with me and informing me every time about a different amount. I paid everything to them, and they keep on inventing things. Now they want me to pay an amount in thousands which is pure lie. They did not pay attention to what they received, and blame me, it is their fault, they kept and keep on on harassing me and threatening me with letters and emails, and adding interest and penalties. it caused me mental distress, and I can go back and print for them all my back statements proving that I paid. However, every time they invent a new story. I want them to bring my account to zero, as everything had been paid. They did the same to my agent telling her she did not pay, while she had paid, and they did it also to my tenant, when he had paid, and their billing Department has very bad reviews. Thank you very much for helping me in this regard.

  Customer Answer

  Date: 04/01/2025

  Dear Team, 

  Thank you very much for help, I sincerely appreciate it. *** had forwarded  my account to a collection agency, although it is only the move in fees and a balance of around 60 dollars, that at the time no one informed me about and after a number of years, they took the opportunity and added interests and penalties as they said it was past due. My tenant had informed me that he had paid the moving fees, which no one showed me that it was mentioned in the contract. Additionally, I had sent them a check for 240 Dollars in 2023 and that is what they told me to pay at that time, after a year or so they said that it was not enough and that they added penalties, it is their fault, and then they blame me (it was as the difference  in condo fees payment at that time which when it raised no one informed and which i paid, according to what they informed and  and i have proof). Now they want me to pay around $3000 they said it is interests and penalties. This is robbery. Please, I appreciate your help and the good work you are doing. The email of the collection agency is Ms ************ ************************ and Ms **************************************************************** you again. and I look forward to hearing back from you.

  Vr

  ****** H

   

  Customer Answer

  Date: 04/22/2025

  Please, what happened with the *** bill they sent me? they have forward it to a collection agency, claiming false amounts, and it is affecting selling this property. What they are doing is not fair. Please, can you please, send me an email or message stating that I filed a complaint and that you contacted the agency.
  Thank you very much.
  M

  Customer Answer

  Date: 04/29/2025

  Dear BBB Team,

  Thank you very much for the service you provide. I am sure you will be rewarded for that. *** did not yet respond and it has been more than one month. I am selling the unit now and they sent to to the title company amounts that over inflated and that are not correct, stating that i owe them that and the title company is deducting it from me, which is not fair, they have caused me emotional distress, threatened me and harassed me and they don't want to cooperate, finding excuses that they are reviewing my account and the waiver(for ever) the title company gave me only one week from today the 29th of April to get EJF waiver, however *** will play games in order to not pay me the amounts due to me, and will not give an answer Please, I kindly request you to contact EJF so that i get reimbursed before the week is over. Thank you so much and I look forward to hearing from you.

  Vr

  ******

   

   

  

  Business Response

  Date: 05/01/2025

  Dear ******,
  
  Thank you for sharing your concerns. We understand how frustrating billing issues can be, and we regret that your experience has caused you distress.
  
  After reviewing your account, we can confirm that it has been referred to our collections attorney due to a past due balance. Your account is currently being handled by:
  
  ******** ********
  Phone: **************
  Email: ******************************
  
  We strongly encourage you to contact the collections attorney directly. They will be able to provide you with a detailed breakdown of your account and assist you in resolving any discrepancies.
  
  Please note that once an account is in collections, we are required to refer all communication regarding the balance to the assigned attorney.

  Customer Answer

  Date: 05/02/2025

  Thank you very much, however, the ***************** says to contact *** and *** says to contact the *****************. they are playing games with me. They charged me tremendous amounts and now I just want them to issue me a credit for 1000 or ******************************************************************************************** and it is their billing mistake and then they charged me tremendous incorrect amounts, please, I wan them to issue me accredit. Thank you again for your assistance and work that you are doing.

  Thank you.

  Miriam 

  Customer Answer

  Date: 05/07/2025

  [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: 23077772
  
  I am rejecting this response because:
  I do not accept what *** said, as I contacted the collection agency and they said that the decision was with **********************, with *** and tremendous amounts of interests and penalties were added to my account with them, which is not fair, if they had any issue they should have addressed at that time, not wait after three years or more and add penalties and interests. I was paying on time whatever they told me at that time. I want them to issue me a check for at least 800 Dollars, for all the interests and penalties that I am paying them. Please, can you forward this request to them.Thank you very much, and I look forward to having an answer. 
  This is for unit 106 at ****************************************************************************************
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 05/07/2025

  Please, I would like EJF to issue a check for me (a partial refund for the inflated penalties and interests they made me pay) because of their billing mistakes that are evidenced by several parties. Proofs available upon request. They kept threatening by letters and emails. I can pick the check from their office. 

  Thank you very much,

  Mariam 

  Customer Answer

  Date: 05/22/2025

  Dear Team,

   

  Please, I kindly request you to inform *** that the Agency that they referred me to, stated that they decision is with them (with *************************** at ***. So therefore, I want them to issue me a refund for the interests and penalties that they have charged me, as it was their fault for the difference in payments, which i paid at that time afterwards. , their office never informed me that the condo fees had raised at that time and at that time they said everything was fine, and later they added tremendous amounts of penalties and interests and it was their fault. Thank you very much, an I look forward to hearing back, as regards the refund. 

  Thank you.

  MS

  

  Business Response

  Date: 05/22/2025

  Dear ******,
  
  Thank you for your response and for providing additional details regarding your concerns.
  
  We understand your frustration and the importance of resolving this matter. 
  
  However, please note that your account has been turned over to the collection attorney, and as such, we no longer have control over the account or the ability to make changes, including the reversal of interest or penalties.
  
  While we understand that you have been in contact with the collection agency, any further requests, such as a refund or review of charges, must be directed to the collection attorney handling your case.
  
  After an account enters collections, the attorney can inform you whether it is negotiable or has been declined.
  
  We regret any confusion this situation may have caused and appreciate your understanding.

  Customer Answer

  Date: 06/17/2025

  Please, why it was not possible to reach a solution with EJF, they were at fault? and it is not fair that they cheat me that way.
  
  Thank you very much for your help.

• Initial Complaint

  Date:01/28/2025

  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.

  I have been living at Motif Apartments managed by EJF real estate for the last year. Upon renewing our (my roommate and I) lease, we realized our fob to get into the apartment building stopped working. We filed reports to get it reactivated and were redirected by *** to contact maintenance about it. After doing this, maintenance providing me with an app log in to use our directory box to buzz myself in. When I asked about the deactivation of the fob (since that is what I wanted) they told me to go back to EJF. When I went back to ***, I was redirected again. The constant back and forth made me give up and I resorted to using the directory box to buzz myself in. In the beginning of January, it became apparent that some one smashed the directory box. Now, there was no way of me getting into the building. Several tenants have made complaints about this because there is no way to get into the building and it is now almost February and nothing has been fixed. I come home and have to sit outside waiting for somebody to let me into the building by coming out. I have contacted *** time and time again about reactivating my fob/ fixing the directory and still nothing. I am currently writing this while sitting on the stairs outside of the building in 30 degree weather for the past 30 minutes because nobody has come out the building yet, my fob does not work, and the directory box is still smashed. Not only is this an inconvenience but it is also a safety risk because this neighborhood is not the best, and a health risk because it is extremely cold outside. I dont know what else to do or who to go to for help.

  

  Business Response

  Date: 02/14/2025

  Hello Tyla,
  
  We truly appreciate the thorough explanation of your experience, and we sincerely apologize for the inconvenience you've faced. We understand how important a smooth and reliable entry system is, especially during colder months and we would like to provide some insight into what may have contributed to this situation. 
  
  Regarding your *** access, wed like to clarify that its validity is linked to the lease term. Over the past year, we have actively addressed work orders related to the control panel, including a reported crack in the touch panel or directory box. After consulting with the vendor, they confirmed the system remained fully functional, and the owners determined that the crack did not immediately impact access. To further support a resolution, we sent our inspector to assess the *** as needed.
  
  We recognize that the directory box issue has created an additional challenge. Since the first report in early January, we have been working closely with the vendor to find a solution. While efforts were underway, the timing of your most recent work order on 01/30/2025 coincided with our transition to a new property management team. At that time, the owners decided to defer the final resolution to them.
  
  We understand how frustrating this has been and want to assure you that your concerns have been taken seriously. We truly appreciate your patience and encourage you to reach out to the new property management team for further updates. If theres anything we can do to assist during this transition, please dont hesitate to contact us.
  
  Thank you!

  Customer Answer

  Date: 03/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **** *****
  
  

• Initial Complaint

  Date:01/10/2025

  Type:Product 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.

  On 7 January 2025 *** took payment from our checking account for ****** for January 2025 HOA fees FOR A UNIT WE NO LONGER own. *** was fully aware of the sale/closing on this unit on 20 December ******* ADDITION *** as part of the settlement process assessed a $150 move out fee on 12/20/24 for a unit that was empty beginning in March 2024 and $185.20 for an account statement that was neither requested nor needed. We have made NUMEROUS email and phone requests to resolve this matter and have *** refund ALL of these charges. *** has been consistently unhelpful/uncooperative/unresponsive, employing deceptive policies and tactics that appear to skirt the boundaries of fraud. This behavior appears intentional and part of their business model.

  

  Business Response

  Date: 01/27/2025

  Dear *****,
  
  Thank you for bringing this matter to our attention. We would like to address your concerns as follows:
  

  It is the owners responsibility to cancel or update recurring eCheck payments following the sale of a property. We encourage owners to review and update any recurring payment settings upon the sale or transfer of ownership to avoid unintended charges.
  
  Regarding the charges you mentioned:
  
  The eCheck payment of $832.42 for January 2025 HOA fees has been voided.
  
  The $150 move-in fee has been removed from the closed account.
  
  A transaction history has been forwarded to your email for your records.
  
  If you have any further questions or need additional clarification, please feel free to reach out. We are committed to resolving this matter to your satisfaction.

• Initial Complaint

  Date:10/29/2024

  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.

  There was an underground leak outside of a condo I own. I asked the property manager for proof from the association that the charges should be covered by me and not the association. In the meantime they dispatched a plumber to look at this issue. The plumber completed no work and was unprepared to do so as they did not have the proper information. The next day the association showed me the bylaw that made me aware I was responsible to get the leak fixed. The plumbing company they had out did not submit an estimate in a timely fashion (this was an emergency as the water was off inside the unit) I called another company and got an estimate. I proceeded to use the other company to make the repairs. A month later *** sends me a bill for the plumbing company that they dispatched (without my consent or knowledge) and that bill was for over $1000. I reached out to the plumbing company and got no response. I alerted *** that these charges were not reasonable and that I would not be paying them and they threatened to send me to collections.

  

  Business Response

  Date: 11/25/2024

  Dear ****,
  
  Thank you for your feedback. We sincerely apologize for the frustration youve experienced, and we want to address your concerns.

  The plumber was dispatched to assess the leak and traced it to the main water line directly connected to your unit. This type of repair is the owners responsibility, and thats why the charges were directed to you.
  
  Please note that our goal was never to impose unnecessary charges, and we apologize for any lack of clarity regarding the billing process.
  
  We value your business and appreciate the opportunity to clear up any misunderstandings.

  Customer Answer

  Date: 12/04/2024

  [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: 22489507
  
  I am rejecting this response because: I spoke directly with the plumbing company in question, and they said that they were reducing the invoice sent to EJG, the acknowledged that it was too high considering that NO WORK was performed.  It seems as though EJF has taken that discount and continues to bill me over $1000 for work that was not done, along with late fees.
  
  
  Regards,
  
  **** *****
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 01/31/2025

  Dear ****,
  

  The plumbers check was applied to your account on 1/14. Around the same time, the property manager reached out to inform you of the account adjustment.

  As of today, your account has a zero balance, which you can view in your portal.

• Initial Complaint

  Date:10/21/2024

  Type:Sales and Advertising 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 moved to my condo in December 2023. The unit was very cold. I called the Board, but nobody picked up the phone, and I called the management company to find how to turn the radiators on, so I have heat in my unit. I explained the situation and asked to instruct me on how to turn the heat on. Instead of instructing me, the *** sent to me a commercial plumbing service, which I've never requested. I had no idea about this decision and was not informed about the charges. The person came, looked, pointed at the right (main) valve, which needed to be turned on, and left. He didn't turn the valve on, because he came unprepared for any work. He didn't have right tools on him. I was able to open the valve myself after he left. Few month later I received a bill of $569 for this visit. Now the Board wants me to pay this bill. They threaten a lien, if I don't pay. All my attempts to explain the situation don't work. They don't care who is right. All they want is to get my money. I sent two letters to ************************************** explaining the situation and asking to solve this issue on their side, but they did nothing. I asked for a meeting with upper management, but they refused to meet with me, saying that this is between me and the building Board. I had a meeting with the Board, but they don't care for my explanation. They say that I have to pay, because the work was done in my unit. I tried to explain that there was no work done in my unit, and I didn't request this expansive commercial plumbing service, but nobody wants to hear my words. On October 11th I received the Intent to Lien notice. Please help me to solve this situation and prevent the unfair action!

  

  Business Response

  Date: 11/14/2024

  Dear ****,
  
  Thank you for contacting us with your concerns regarding the service visit and associated charges for the plumbing visit that occurred at your unit. We have reviewed the situation thoroughly and would like to provide you with clarification.
  
  As part of our process, we arranged for a vendor to assess the radiator issue in your unit and confirmed that a service technician was scheduled to visit on Dec. 7th. Upon inspection, the vendor identified that the valve needed to be replaced. Unfortunately, the technician was unable to perform the work required to turn the valve on due to being unprepared with the proper tools. We understand that after the visit, you were able to open the valve yourself.
  
  Regarding the charges for the visit, please note that this issue was determined to be an internal unit matter, which falls under the responsibility of the unit owner. The total cost was for travel to and from the property as well as the time spent servicing your unit, even if only to assess the situation.
  
  We understand your frustration regarding the lack of prior communication about the charge and the service visit. However, as per our standard protocol, charges for internal unit issues like the one described are the responsibility of the unit owner.
  
  Thank you for your understanding, and we appreciate your attention to this matter.

• Initial Complaint

  Date:09/29/2024

  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.

  *** has has been extremely inefficient in obtaining necessary maintenance actions from the ***************. According to the contract, the maintenance of the building is the sole responsibility of the association, to which owners pay monthly fees of $265.00.DESPITE REPEATED REQUESTS FOR SERVICE AS PER HOA CONTRACT, THERE HAS BEEN DELAY/DENIAL OF SERVICE FOR OVER SIX MONTHS AS OF OCTOBER 1, 2024 URGENT SERVICE NEEDED: Power wash the building and staircase to remove ARMFULL growing mold, particularly on the staircase leading to the 3rd-floor unit #***. (see pictures herein enclosed)Immediate action is needed. Please note that HOA fees have been paid in full and are in good standing at $265.00 per month.

  Customer Answer

  Date: 10/15/2024

  FYI: : made several phone calls and as of 10/15/2024 no response nor action to resolve this  Urgent issue have been made from responsible Company.

  Sincerely,

  ******* & *** *******

  

  Business Response

  Date: 10/16/2024

  Dear *******,
  
  Thank you for bringing this matter to our attention. We understand the urgency and importance of addressing the mold issue at the property, particularly on the staircase leading to unit #***. Ensuring the safety and maintenance of the building is a priority.
  
  However, as per our contract with the Association, certain maintenance actions, such as power washing of common areas, require formal authorization from the ********* before we can proceed. This process is in place to ensure compliance with the communitys governing rules and financial oversight.
  
  Please rest assured that we have forwarded your service request to the ********* for their review and approval and will update you as soon as we receive authorization to move forward with the necessary power washing.
  
  We understand that you have been patient. We sincerely apologize for any delays you have experienced. Please know that we are committed to resolving this issue as promptly as possible once approval is granted.
  
  Thank you for your understanding, and we will keep you informed of any developments.

  

  Business Response

  Date: 10/17/2024

  Dear *******,
  
  Thank you for bringing this matter to our attention. We understand the urgency and importance of addressing the mold issue at the property, particularly on the staircase leading to unit #***. Ensuring the safety and maintenance of the building is a priority.
  
  However, as per our contract with the Association, certain maintenance actions, such as power washing of common areas, require formal authorization from the ********* before we can proceed. This process is in place to ensure compliance with the communitys governing rules and financial oversight.
  
  Please rest assured that we have forwarded your service request to the ********* for their review and approval and will update you as soon as we receive authorization to move forward with the necessary power washing.
  
  We understand that you have been patient. We sincerely apologize for any delays you have experienced. Please know that we are committed to resolving this issue as promptly as possible once approval is granted.
  
  Thank you for your understanding, and we will keep you informed of any developments.

  Customer Answer

  Date: 10/24/2024

  [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: 22356233
  
  I am rejecting this response because:

  
  As of October 24th, 2024 still mo HOA meeting No

  OR requested ************** has been provided.
  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 12/12/2024

  Dear *******,

  We sincerely apologize for any inconvenience this situation may have caused.

  Today, we will hold a meeting with the board to discuss several important matters, including the specific concerns you have raised.

   Our goal is to thoroughly review the details and ensure all questions are addressed.

   We are committed to providing you with a clear and comprehensive response by tomorrow.

• Initial Complaint

  Date:09/20/2024

  Type:Product 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 am writing to address the unethical business practices exhibited by ***. I am being inappropriately billed by *** as a result of their negligence. 6/1/24 I dropped my phone down the elevator. I reported the incident to ********** requested a mechanic to come on site on my behalf. I never stated it was an emergency nor did I formally request a service. At the time of service, the mechanic called me, "he was finishing up a service down the street, he would be there in ***** mins". He arrived within about 15 mins and was on site for <10 mins. About a month later I received an invoice from EJF totaling $1800 for the service. I disputed the following items 1) *** sent the invoice past the posted the due date. I requested them to waive the interest due to their delayed communication. *** never confirmed the waived fee. I remain responsible for the interest. 2) *** never informed me that Kone (elevator company) was operating during overtime hrs. Kone hrs are not posted online. The bill quoted 2 hrs of service at overtime rate. 3) 63 miles were billed despite the mechanic already being in the area for another service. This leads me to believe **** double billed for mileage/time for multiple services.EJF said I had to dispute my concerns directly to ****. During these attempts to negotiate, *** paid the invoice without my knowledge. I no longer have the ability to negotiate with ****. *** has now sent the landlord an Intent to ********* have 30 days to pay them $2100.EJF should have communicated that I would be responsible for the cost including overtime rates and mileage prior to sending a mechanic. I never authorized the service & nor did my landlord. I have made it clear to all parties my willingness to negotiate. I have requested the ** consumer protection advocate to reach out to the parties, yet *** or Kone never responded. *** has yet to take accountability for their mistakes and now I am a victim to their negligence as I owe $2100 or face eviction.

  

  Business Response

  Date: 10/09/2024

  Dear *****,
  
  Thank you for bringing this matter to our attention.
  
  Regarding the submitted complaint, we would like to clarify the situation:
  
  On June 1, 2024, a Service Request was initiated after a cell phone was accidentally dropped down the elevator shaft. At the customers request, EJF promptly arranged for ****, a trusted elevator service provider, to dispatch a technician to retrieve the phone. 
  
  We understand the customers concerns about the overtime charges and mileage. However, as **** operates independently, their rates and policies dictate these fees. *** facilitated the service in good faith based on the customers request.
  
  Unfortunately, the delay in payment resulted in the application of interest. We sincerely apologize for any inconvenience this caused. Once the outstanding Kone invoice is paid, *** is willing to waive the late fees associated with it.
  
  Thank you for your understanding.

  Customer Answer

  Date: 10/16/2024

  [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: 22313858
  
  I am rejecting this response because:

  EJF failed to follow the contractual policy that states that any service request must be approved and authorized by the owner of the *****. The owner (our landlord) was never notified by *** or granted approval of the service. "Facilitating the service in good faith" would have involved *** disclosing crucial facts such as overtime fees. In real time - the situation was never deemed as an emergency by **** or the tenets so EJF does not have an excuse for responding in a presumptuous manner resulting in breaking rules outlined in their contractual agreements with the owner. 

  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 12/09/2024

  Dear *****,
  
  Thank you for sharing your concerns.
  
  We understand and sincerely apologize for any misunderstanding or frustration caused.
  
  The vendor was dispatched after the tenant reached the emergency line, explaining that their phone had fallen down the elevator and required assistance to retrieve the phone.
  
   As this was an urgent request to recover a personal item, we acted promptly to ensure the safety and convenience of the tenants.
  
  At the time of dispatch, we were unable to confirm the exact fees for the vendors services, including any overtime charges, as these are typically determined after the service is completed.
  
  The service was necessary to retrieve the phone, and the fee has been charged to the owners account; however, this amount represents the vendors charges for the service provided.
  
  EJF facilitated the request for service, but the vendor charges independently for the work performed.

• Initial Complaint

  Date:09/01/2024

  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 paid my condo fees to various places under the ****************************************** rules. They except the payment, block me from making payments on line. Therefore I have to buy money orders, and personally deliver them to their lawyers office. They never acknowledge payment and make more demands every month. This is what happens.

  

  Business Response

  Date: 09/23/2024

  Dear ******,
  
  Thank you for bringing this to our attention.
  

  We understand your concerns about the payment process. To clarify, when an account is in collections due to past-due payments, online payments are automatically blocked. 
  
  During that period, payments must be made directly to the collections attorney, as required by your association's policy.
  
  The policy also states that while your account is in collections, all communication regarding payments and account updates must go through the attorney. 
  
  As a result, EJF cannot provide information on payments received or ledger updates until your account is current.
  
  Now that your account is cleared from collections, you can make future payments through the online portal without any issues. 
  
  You can also view your ledger online to confirm that your payments have been posted.

• Initial Complaint

  Date:08/10/2024

  Type:Product 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.

  August 10th I am writing this complaint after all emails and calls have been ignored. I cannot access the company's portal anymore.I requested an email/receipt from a manager and did not get a reply. Update: I called August 9th I and was transferred to the mailbox of *******************************. I haven't gotten a clear answer on what is going on, so I am contacting the Attorney General to launch a fraud complaint. Update: I called August 8th and was transferred to the mailbox of *******************************.Update: I called August 7th and was told to expect a call back by end of day from *******. Update: I called August 6th and no answer/update. I last called July 22nd and was told I would get a check in the mail or at least email correspondence. I was autocharged for my HOA fees after we were transferred off of your system for June 2024. I was on an auto payment for Winchester ********* Cooperative unit #***. The autocharge was enacted June 1st. I reached out via phone on June 5th when I noticed the payment. On June 6th I was contacted that a refund request had been submitted, I still have not received a refund or any email about this request.

  

  Business Response

  Date: 08/21/2024

  Dear ********,
  
  We apologize for any inconvenience this may have caused, the payment on the account was processed through eCheck, and recurring payments can only be set up by the owners.
  
  This option allows the owner to choose both the payment date and amount.
  
  Since recurring payments dont automatically cancel when *** stops managing the property, the owner must log in to the portal to cancel them. As a result, a payment was posted to the account.
  
  We confirm that the funds have been transferred to the new management, which is now responsible for issuing the refund.
  
  Sincerely,
  *************************
  EJF Real Estate Services