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:05/12/2025

  Type:Billing 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.

  5/12/25 - Proactive Property Management LLC is charging a ***** stop payment fee on my account. I asked them to adjust but request was ignored.

  Business Response

  Date: 06/13/2025

  Good afternoon Ms. ************ and thank you for the email. I have investigated this complaint, and we have provided the full information on the Homeowner below:

   

  On May 1^st ***** **********, the Homeowner, came to the office to make a payment check #**** in the amount of $543.75. While she was here, she asked if she could speak to someone about her account regarding the fee.

                  Fee was for a Payment Stopped by the homeowner, not the association, on check number ****, in which the bank charges the association for this nonpayment. This is a $6 fee.

   

  Accounts Receivable explained thoroughly to her that the fee was due to a stop payment on a check #****, provided the bank information as support, and she asked why(?).  Accounts Receivable then further explained this stop pay was not initiated by us that had occurred due to her action, not something that we did but that she had requested. We thoroughly explained the bank process on this when a homeowner stop pays on an assessment payment already fully deposited. She said she would check with her bank and later that afternoon she called and was confused in conversation stating that she misunderstood and thought her bank charged this and not the receiving bank.

   

  We did explain to her that when she makes a payment and then stops it after posting, the bank (ours) will charge the homeowner for processing this payment all the way through and then it not paying. These charges are passed on to the homeowner as it is not the expense of the association.

   

  We provided full ledger details and the fact that her assessment was due, asked the reason for the stop payment by her bank, but she evaded any answer to this. Further explanation and assistance were provided to continue to help her understand it was not her bank who charged this.   She continued to be upset and told us it was not her fault and that we should waive the fee since she was on a fixed income. We explained that this was or had to have been ordered by her to her bank and we do not write off association bank fees without the Association approval. We had to further explain that this has happened twice on her account. Two different checks. We explained again, if she is not the one placing the stop pay on these checks with her bank, she would need to investigate this with her bank. We must charge the processing bank fee to the homeowner when they do this. Standard practice.

   

  This is the factual item from the bank of which the client did a payment stopped after fully submitting payment and depositing it onto her account:

  

   

  

   

  Following this conversation, she hung up on Accounts Receivable and we did not get a call back again until May 6^th. When she was upset that she was charged another $6 fee. We again explained that was for the stop payment for check #****. She stated that it was not right and reiterated that the stop payment was initiated by us, which we cannot do, nor do we do that, and the process was explained to her. We do not have any control over her bank or stopping a check submitted by her on her bank account.  She stated she wanted it resolved and hung up on us again.

   

  On May 26^th our Community Manager forwarded the Homeowners email inquiry again and Accounts Receivable replied on May 26^th recapping our conversation from May 6^th. The Homeowner replied stating that we could request the waive fee from our bank and she was requesting this adjustment. We explained this is not possible as our bank will not waive this fee as it was not our transaction or our doing.

   

  On June 2^nd we received check #**** for her assessment plus the $12 charge back fee. We thought the subject matter was then understood and moved on until the email of her complaint to the BBB.

   

  Sincerely and documented thoroughly by the Accounts Receivable Department.

   

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

  Director of Accounting

  Believe you can and youre halfway there

  ProActive Property Management

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

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

  P: **************

  F: **************

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

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

  Customer Answer

  Date: 06/13/2025

   
  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:11/06/2024

  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.

  After getting hit by the hurricanes, we had roof damage and I have mold growth on my bathroom ceiling.I have advised the property manager on a number of occasions and have been ignored.I am elderly and concerned about health issues caused by the mold

  Business Response

  Date: 11/26/2024

  We have reached out to the owner in unit 723 on several occasions. Weve had a roofer come in and evaluate the roof damage. Weve also been in touch with him to schedule a repair in his unit. This will be taken care of as soon as were able to get someone to the property.
  
   
  
  Thank You.
  

• Initial Complaint

  Date:05/31/2024

  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.

  We paid over $300 in application fees to rent a townhome in sunset meadow townhomes. The rental company and landlord had approved us and everything was good to go. Two days before our prospective move-in date, the *** denied us and refuses to give an explanation as to why. We gave them all the documents they asked for and everything met their requirements. They purposely delayed their responses, kept adding requirements as we sent in information, and waited until the last minute to respond to anything they could. They gave us the run around for weeks and could have told us from the beginning if something was wrong, but there was nothing that went against their requests.

  Business Response

  Date: 08/08/2025

  Thank you for the opportunity to respond to the complaint regarding the rental application process for a unit within ***********************************************
  
  To begin, it is important to clarify a key point: ProActive Property Management, LLC does not make approval or denial decisions on rental applications. We serve solely as the property management company for ******************************************************** All application decisions are made exclusively by the Board of Directors of the Association, in accordance with the communitys governing documents and established procedures. Therefore, this complaint appears to be misdirected, as the decision in question was made by the Board, not our office.
  
  We also want to address several inaccuracies in the complaints timeline and provide a detailed and factual summary of the events:
  
  Timeline of Application Submission and Review
  May 14, 2024 A partial application was submitted. On the same day, we informed the landlords property manager that additional forms were required before the Board of Directors could consider the application.
  May 21, 2024 After receiving no response, we followed up with the property manager.
  May 23, 2024 We received additional documents but still did not receive all required materials, as outlined in the application packet.
  May 23, 2024 We were advised that the tenant was working to complete the outstanding items.
  May 26, 2024 (Sunday evening) The required pet application, which must be completed by a veterinarian for all pets, was finally received.
  May 28, 2024 With all required materials now received, the application was formally submitted to the Board of Directors for review.
  May 29, 2024 ********* issued a decision to deny the application, and we promptly notified the landlords property manager that same day.
  
  Key Points of Clarification
  The Associations published guidelines clearly state that applications must be submitted a minimum of 30 days prior to the intended move-in date to allow for adequate review time. In this case, the application was not complete and submitted for review until four (4) days before the scheduled move-in. Once all required documents were finally submitted, the Board reviewed and made a decision within two business days, reflecting an expedited process under the circumstances. It is unfortunate that the applicants were placed in this position, but the responsibility for meeting application timelines and submission requirements lies with the property owner and their representative, who failed to follow the 30-day rule and did not submit a complete application until just days before the planned move-in. From the applicants perspective, it is understandable they believed everything was in order. However, their reliance on the landlord and property manager appears to have led to a misunderstanding of the actual status of the application. Additionally, while the complaint implies that no reason for denial was provided, the application was reviewed and denied by the Board of Directors, who are not obligated to provide detailed explanations under the Associations governing documents. We encourage all owners and prospective residents to adhere closely to the Associations published guidelines to avoid these unfortunate outcomes in the future. We remain committed to transparency, fairness, and protecting the interests of the community as directed by the Board of Directors.

  
  Sincerely,
  ProActive Property Management, LLC
  

  
  

  Customer Answer

  Date: 08/11/2025

   
  Complaint: 21781669
  
  I am rejecting this response because:

  pet applications were submitted on May 18, as requested. The shot records were complete with vet signature. There was a delay in part of the landlord being on vacation and the time it took for the *** to respond, which is out of my control. Everything requested of me was submitted within a timely manner. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 08/11/2025

  Hi *****, 

  We understand your point of view and do apologize for the inconvenience. However, this was reviewed by the attorney, and we cannot control the delays of the landlord or the **** Unfortunately, the Board would have to agree to refund the money, and that is not in compliance with the policies around submitting applications. 

  Thank you, 

  ProActive Property Management

• Initial Complaint

  Date:02/27/2024

  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.

  ProActive has been hired to be the "professional" property manager for our **********, ** condo association. Therefore, when my tenant informed of a tub drain leak from above, I contacted the association manager from ProActive. The property manager has not even been licensed for a year and 1) had the plumber disregard the desired appointment time; 2) accepted an erroneous statement that the leak was repaired from above (lack of experience and oversight bc one would know the repair has to be done from below while having access to above); 3) scheduled the drywall repair to the water damaged ceiling (not understanding that the leak was not repaired) 4) the drywall vendor never showed up nor called (the property manager claims they were calling a long inoperable number (despite having my current cell number and having it on most emails I send)). In sum, about 3 weeks later the leak is ongoing, the time in calling the confused and inept office, I am left with the impression that they ************ a there monthly fee and are indifferent to the outcome / inconveniences they cause.

  Business Response

  Date: 08/06/2025

  Hello, 

  Thank you for your detailed message and for taking the time to share your concerns. We sincerely apologize for the frustration and inconvenience you experienced during this time. We understand how important timely and effective communication and coordination are, especially when dealing with an active leak affecting your tenant. After reviewing the matter, we must clarify that this issue falls under a homeowner-to-homeowner responsibility, as it involves plumbing components that are not part of the associations common elements. While we do our best to assist where possible, sometimes there are discrepancies between work that is completed and not. We are aware the issue was resolved and the association addressed the drywall. We have worked to improve communication since the incident and continue to encourage feedback. Your account has been updated accordingly, and we will ensure that all communications from the association and manager reach the proper source. If you have any further questions or need documentation related to this matter, please dont hesitate to reach out.

  Thank you