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:07/29/2025

  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 moved here two months ago. I sent communication 3 weeks before I closed on my new house. I explained that I will be moving with my hot tub , gazebo and pool. I decided to do this because I wanted to be a good neighbor and didnt want any problems . During the time I closed on my house up to now . I explained that I had a hot tub which my wife uses for her various back injuries from two car accidents the past few years and an above ground pool . I was told by ****** that she would put in the notes that I have these things and that it should be problem for me to move my items onto the new property while we wait for approval . First the board sends me a letter stating that my pool and gazebo need to moved behind my house . Which I explained couldnt be done because of the way the yard drains . Furthermore, I explained that I have young kids who come over to swim with my children and I need to be able to see into my pool at all times for safety reasons . I also took a picture showing that I had a fence up and that you cant see the gazebo or the pool from the street which takes care of the concern over aesthetic purposes. Then in attempt to still u. Fairly block me they deny my request again and state that the community only accepts in ground pools . However , in the by laws in doesnt state anything about pools or pool types . This leaves the interpretation to be open for all to figure out. FYI. The companys trying to force my family to use their pool , however their pool has failed inspection this year. Which is why I dont let my family swim in public pools . Based on these reviews I have seen along with what I have experienced . This company uses unfair practices and moves the goal post at their convenience. This company needs work on a reasonable settlement. I will respond to any unfair practices against me and my family as retaliatory . Business needs to mediate and reach a settlement with me.

  

  Business Response

  Date: 08/04/2025

  Thank you for reaching out to Heritage Property Management and the BBB and allowing us the opportunity to review your concerns. Its important to keep in mind that Heritage and Heritage team members operate as the right-hand of elected Boards of Directors of community associations. Heritage team members do not review ARC requests that is within the powers of the Board. Our records indicate that on 5/27/25, we received an ARC request for installation of a fence and a patio extension.These requests were transmitted to the Board the same day, and approved with conditions the same day. On 5/28/25, we received two additional ARC requests,one for the installation of a pool, and one for the installation of a gazebo and hot tub. These were transmitted to the Board of your community the same day. The Board of your community has up to 60 days per the governing documents of the community to rule on ARC requests, and on 6/12/25 requested additional information. On 6/18/25, notice was sent because both the pool and gazebo &hot tub had already been installed despite the pending response from the Board,which violates the governing documents of the community. These documents are available to review online at any time in the Documents tab under the homeowner portal. On 7/3/25 the Board of your community approved the request for the gazebo & hot tub with conditions, and denied the request for the pool. On the same day, the Board again noted that since both structures had been installed prior to their verdict, they may be subject to fines. On 7/7/25, we received an appeal from this account regarding the denial of the pool installation; this was sent to the Board on 7/9/25, and the Board denied the appeal on 7/28/25 with a letter providing explanation as to the reason for the denial. On 7/30/25, we do see that a new appeal and a modified ARC request were both submitted. They have been transmitted to the Board for their review; as of today, the Board response is still pending. As of today, we do not show any fines having been applied to this account.
  The Board has approved, with conditions, three out of four ARC requests, and done so within the timeline and guidelines created by the governing documents of your community. Heritage team members advised against the installation of any structures prior to approval.The Board has denied the installation of the pool, reviewed and denied the appeal, and is currently reviewing the second appeal; the Board has again done so within the established timeline and with explanation as to the reason for their denial. Heritages only role in this process is intermediary Heritage team members have facilitated communications and requests between the homeowner account and the Board throughout this process. Heritage team members cannot influence a Boards decision on ARC requests, and Heritage has no say in the ARC process.

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23673877
  
  I am rejecting this response because:

  The rejections are based off things that are not in the by laws. Also your facts of findings are wrong. Our first point of contact to you guys was in April *** were told you could help us until we closed on our home on 5/13 . The reason we called weeks before was  to be good neighbors and establish communication to let you know we were moving with these things. We shouldn't be penalized for ********* **** not doing her job. She didnt call us back until 5/27, by then we had already started talking to another person in the office. I have every call written down from my call log along with emails that o sent you. I humbly ask you to move aside and connect me with  board so that we can negotiate a fair solution to all parties.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:07/23/2025

  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 bought my townhouse in 2015 my *** is 80$.There is a tree limbs blocking my front entrance and I have a dirt patch in my front yard I have repeatedly contact my *** even sending them pictures Section 8a says the *** is responsible for cutting the grass I have no grass never did the back yard has more patches of dirt than grass but that my issue I want grass in my front yard like everybody else why am I being charged for something I never had. The property manager said I have to cut the limbs again what is the landscaping company doing. I told them how dangerous coming in an out my front door where someone can hide an attack me they didnt even call me they emailed me no compassion no empathy how can the neighborhood be beautified if o have a dirt patch in my front yard when I told them I would be contacting the BBB silence so I emailed them (because thats the only way they like to communicate) I told them if I had to take care of the tree limbs blocking my entrance I would remove the whole tree and I better not get fined for it. Why would they request pictures if they wasnt going to fix the problem. I feel I shouldnt pay *** because I have no grass to cut

  

  Business Response

  Date: 07/25/2025

  Thank you for reaching out to Heritage Property Management and the BBB and allowing us the opportunity to review your concerns. It sounds like you are seeking maintenance on the tree limbs on your property, as well as the application of new sod or grass on your property. We understand that a Work Order was submitted for these items,and it looks like on 7/21/25 the community manager for your association responded with the following information: *************** Responsibility Section 8(a) of the Covenants states that the Association is responsible for mowing the front and side yards of the Lots. Section 8(b) states all maintenance of the Lot and all structures, parking areas, landscaping an[d]other improvements on the lot shall be the sole responsibility of the owner(s).The responsibility for tree trimming and any associated costs will fall to you.
  
  It's important to keep in mind that your HOA assessments are paid to the association accounts for a variety of costs incurred by the community, not just landscaping services. You can view your associations available budget online at any time in the homeowner portal. We highly recommend communicating via the online homeowner portal because it ensures that all items are routed to the best parties, and provides up to date item tracking. If you prefer to speak with someone directly, you can always contact our ************************* team by calling ************ from 9:00am-5:00pm, Monday through Friday. The governing documents of your community were created at the inception of your community and are the binding guidelines by which all residents of the community agree to abide at the time of purchase. Per your governing documents, which can also be reviewed online at any time, landscaping improvements such as tree trimming and application of sod are the responsibility of the homeowner, not the association. Please be sure to review your associations guidelines before beginning any work to ensure that any required forms are submitted for the Board of your association to review.

• Initial Complaint

  Date:07/02/2025

  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.

  First- there was a leak on the roof- HOA is responsible for the roof -the water then leaked onto my ceiling- they refused to compensate for the ceiling fix which was caused by the roof leak. Ceiling repair was $300 Second- there are a group of live, exposed frayed wires coming directly out of the brick in the building that they refuse to address and expect tenants to fix. The wires are directly below all the air vents on the outside of the building - huge fire hazard

  

  Business Response

  Date: 07/08/2025

  Thank you for reaching out to Heritage Property Management and the BBB and allowing us the opportunity to review your concerns. As communicated by the community manager for your community on 6/13/25, the exterior roof is indeed the responsibility of the association,which was addressed by a service provider contracted by the association. Per the governing documents of the community, the association is not responsible for the interior of units. We understand that this was disputed the same day and a request to speak with the Board was submitted. The community manager stated they would forward this request to the Board, which was done on 6/13/25.Heritage Property Management operates as the right-hand of elected Boards of Directors, and cannot influence or expedite decisions from the Board. Updates from the Board will arrive via the online homeowner portal.
  
  With regard to the wiring concern, our records indicate this was reported 4/7/25. The community manager for your association responded 4/9/25 initiating a conversation requesting more details, and on 4/10/25 the manager stated that the wiring had been reported to the cable company, who would send out a technician to properly bury the cables.The manager noted in that same 4/10/25 communication that the work order was on the cable companys list, and may take several weeks to be addressed. In response to multiple follow-ups on this item, the manager confirmed on 4/21/25,4/28/25, 5/5/25, and 6/16/25 that the concern had been reported, that the cable company was aware, and that the community was on the list for scheduled repairs with unknown timetable. On 6/15/25, the community manager suggested reaching out to the cable company directly as calls from residents would be the most likely factor to expedite the work. Our records indicate that the same day this account replied declining to do so. On 7/6/25, the community manager once again confirmed that the cable company is aware of the concern and the community is on the list for scheduled work; the latest update from the cable company expects work to be completed in July 2025. You can certainly contact the cable company in the meantime, or you can visit your citys website online and visit the ************ where you can Report Problems. This page offers a specific route to submit a complaint to the cable company online. Heritage team members have no authorization to tamper with the cable companys property, and no ability to alter the communitys scheduled place on the work list. Heritage team members have however maintained communication on this concern and have continued to provide updates as they are available.

  Customer Answer

  Date: 07/08/2025

   
  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.  If this issue with the wires is not addressed in July as promised  by the *** then I will resubmit another complaint. Outside exposed frayed wires are not tenants responsibility.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/03/2025

  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.

  My wife and I bought this condo on February 7, 2025 and it did not come with a mailbox key. They *** has said that they do not provide mailbox keys and have directed us to our local post office. The local post office has responded with the *** is responsible for maintaining the Mailbox and the key has to be ordered through them. The *** is unresponsive, not helpful and seems very uninterested in assisting in this matter or any other matter. I am really not sure why this *** even exist or what our fees go to pay for, but it certainly isnt service.

  

  Business Response

  Date: 06/05/2025

  Unfortunately, Heritage team members are only able to address specific account concerns and information with the deeded owner of record of a property unless specifically authorized to do so by said owner. This is an industry-standard privacy practice. Our records indicate a different individual as the owner of record of this property. Our records also indicate that in prior email communications, your relationship to the owner of record was stated to be third-party. If this information is no longer accurate or needs to be updated, please contact our ************************* team or our Closing team, either via phone or via the online homeowner portal, in order to submit the necessary documentation to be authorized for communication on the account. The only information we are able to provide at this time is that mailboxes are the federal property of the ******************* and neither community associations nor community management companies have any control over mailbox distribution or access. Individuals most contact their local post office for any matters related to their mailboxes or mail.

• Initial Complaint

  Date:05/30/2025

  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 05/12/2025 I reached out and submitted an ARC request as my insurance required me to do a roof. I received a reply asking for Model, color, type of shingles and a picture. I submitted it all within an hour on the same day.I received no response, despite multiple attempts and calls to follow up, until 05/29 (after desperately calling informing I now also have a leak).The leak can damage my interior costing now more money and, if unattended for too long, possible health *************** the 2 lines response I received on 05/29 they are asking for a sample.. kind of crazy.. if I had to change a door, would I have to send them a door to approve?Regardless, as the email was not clear and previously a picture was requested, I resent the picture and the model name and I asked clarification if, in fact, a physical shingle was required and, if so, the address. I also reminded them of the urgency due to the leakSimple question, in extenuating circumstances, which one would think could receive an answer the same day with a Yes, please send to this address or a no the picture is enough.. approvedThey hide behind these requests can take up to 30 days but why not give ALL requirements, clearly and fully on day 1? So an owner can provide all required and than, maybe, just maybe, attend to their own property asap?Why am I now put in the position, due to lack of clarity and professionalism, to possibly spend money in further interior repairs and maybe doctors?Also, theres no way of talking to the property manager directly on the phone or to senior management to resolve.Why use an HOA if honestly it becomes more of a problem than a solution?

  

  Business Response

  Date: 06/02/2025

  Thank you for reaching out to Heritage Property Management and the BBB and allowing us to look into your concerns. In many community associations, the governing documents may require specific applications and information to modify exteriors of the property, and we appreciate your attention to these requirements in your community. Please also keep in mind that the governing documents of your community allow the Board and ARC committee up to 30 days to rule on ARC applications. Our records indicate that the ARC request for your roof was submitted on 5/12/25. Our ************************* team responded the same day to request additional forms and information, which was quickly provided. All information was sent to your Boards ARC committee that same day, 5/12/25. During a call on 5/20/25, an *** team member confirmed that the application was still with the Board for review. During a call on 5/27/25, the *** again confirmed that the application was with the Board. When the *** was informed that there was now a leak concern, they requested an immediate follow-up on the application. On 5/28/25,the ARC committee for your community asked the community manager to please request a sample of the shingle color, which was provided on 5/29/25. According to our records, the *** committee approved your ARC request effective 6/1/25,and notice of the approval was sent to your account before 9:00am on 6/2/25. We encourage you to review this message if you have not done so already.

• Initial Complaint

  Date:05/02/2025

  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.

  This billing dispute is with Heritage Property Management (HOA) concerning a $400 charge for deck repair (installation of 2nd metal bracket) at my property (**********************************) on July 29, 2024 (picture1). A notice for this charge was received on Jan. 20, 2025 (attachment2). *** should remove this unwarranted $400 charge for this unnecessary 2rd bracket installation from my account. Unauthorized and Unnecessary Work by Contractor: On July 29, 2024, a contractor arrived at my property unexpectedly, interrupting my conference call. He stated he was sent by the **** Despite the clearly visible pre-existing metal bracket (Picture2) on the front side of my deck, the contractor proceeded to install a second bracket on the side of my deck (Picture1) without verifying the need for this additional work or discuss potential charges. Subsequently, the contractor informed that I would be billed $400. (I did not receive a bill from the contractor rather a late notice from HOA on Jan. 20, 2025) Lack of Prior Notification and Consent: Since I received no prior communication from HOA regarding the installation of a metal bracket and associated cost. Following this incident, I contacted HOA and was informed that they had not authorized any work on my deck at that time. It was not until August 19, 2024, I received an email from HOA referencing the installation of a metal bracket as being requested by the insurance company. Flawed Insurance Inspection Report: The insurance inspectors report, dated December 22, 2023, and shared by the ********* on March 28, 2025, appears to be based on an error. The photograph included in their report (Picture3a,3b) depicts a different unit that lacked the pre-existing metal bracket as present on my deck. Pre-existing Safety Compliance: My deck was already compliant with requirement with a professionally installed metal bracket on the front site (Picture 2), which was in place before the contractor came on July 29, 2024.

  

  Business Response

  Date: 05/06/2025

  Thank you for reaching out to Heritage Property Management and the BBB and allowing us the opportunity to review your concerns. On 11/28/23, a message was sent out to all residents of your community that states in part, As required by the ************** [an engineering professional] will be assessing and evaluating the individual units to determine whether the decks can support the anticipated occupant. If any deficiencies are identified by the engineer, then the property owner of the deck/unit will be responsible for the repair. This message also notes that per insurance requirements, repairs must be completed within a certain timeframe,and that homeowners could expect inspectors on-site within the next weeks.Moving forward, on 8/19/24 an email was sent to the address on file as well as a certified letter to the property address via ****; this email was opened on 8/19/24 and again on 9/1/24. This email and letter both served to inform that the engineering professional had identified this property as one in need of repair to meet insurance requirements, that such work had been completed, and per the initial notice in the 11/28/23 communication, the cost ($400.00) would be assessed to the account. According to our records, we received a follow-up from this account on a late notice 1/23/25 inquiring about the outstanding charges, which the community manager for your association clarified with the same information as previously referenced here. We do see that on 1/30/25 you stated you had not received those August notices; the community manager confirmed at that time that the email was opened multiple times. It is our understanding that this account continued to dispute the charges; this is a matter for the Board of a community to review, as only the Board of a community can waive any or all balances, charges, or fees applied to homeowner accounts.On 3/26/25, following a review by the Board of your community, the community manager responded to this account as follows: The Board has reviewed your dispute of the Specific Assessment for the required deck work that was required by the ************* carrier. I have been directed to share with you the requirement from the insurance company, the recommendation from the engineer for work for your deck (and this repair was deemed acceptable by the insurance company). I have also attached the letter that was sent to your mailing address and email address that we have on file for you. The Board has advised that the balance will continue to accrue interest until payment is received. The relevant attachments are available to review on this action item in the homeowner portal. While we see that the dispute of the balance is ongoing, our records indicate that in April 2025 the Board denied the dispute a second time.Heritage works as the right-hand of duly elected Boards of Directors of community associations Heritage cannot alter account balances without express approval of the Board. The Board in this case has upheld the amount assessed to the account, and there is no action for Heritage to take at this time.

  Customer Answer

  Date: 05/10/2025

   
  Complaint: 23276664
  
  Thank you for your continued assistance in resolving this billing dispute with Heritage Property. Unfortunately, the response from Heritage Property failed to address the fundamental issue: I am being charged $400 for a repair that was unnecessary and performed without my prior knowledge or consent.

  Initially, trusting the ***'s assertion that the installation of a second metal bracket was required, I did not question their directive. However, I subsequently discovered that other units in our community only have a single bracket installed on the front of their decks. Also, I discovered that the inspectors report (provided belatedly) was based on a photo of a front side of the deck from a different unitone missing a bracket on the front side of the deck. My unit already had the required bracket installed. The contractor sent by the *** noticing the existing bracket on my deck yet proceed to install an unnecessary second bracket on the side of the deck. Photographic evidence previously provided clearly demonstrates this.

  This situation could have been avoided with basic verification of the inspection report or appropriate communicating the proposed repair beforehand. I received no prior notification regarding the inspection findings, the proposed repair, or its associated cost $400.
  

  To further clarify the key timeline:
  November 28, 2023: *** notifies homeowners of the incoming deck inspections and owner responsibility for identified repairs (Attachment 1).

  July 29, 2024: A contractor said he was sent by the *** arrived unannounced and installed an unnecessary second bracket on the side of my deck.Subsequently, I was informed that I would receive a bill explained the charge of $400. Immediate contact with Heritage Property initially denied any dispatched contractor.

  August 2, 2024: Few days after the initial denials, the *** confirmed via email that a contractor had indeed been sent to install a metal bracket (Attachment 2).

  August 24, 2024: I received a written notice stating the insurance-requested repair was complete and that I was liable for the $400 cost (Attachment 3).

  January 2025: My request for an itemized invoice went unanswered (Attachment 4).

  March 28, 2025: Only after formally disputing the charge,the *** provided the inspector's report, dated December 22, 2023. This report clearly utilized incorrect imagery from another unit.

  April 1, 2025: I requested a re-evaluation, emphasizing the pre-existing bracket, the flawed inspection report, the lack of prior communication, and the contractor's installation of an unnecessary bracket without consent.

  April 30, 2025: *** denied waiving the charge without providing any explanation (Attachment 4 in the initial complain file.)
  

  In light of the lack of proper notice, the absence of consent, and the evident mistake regarding the necessity of the repair, I respectfully request that the $400 charge be removed. I appreciate your continued attention to this matter and remain hopeful for a fair and reasonable resolution.
  
  Sincerely,
  

  ***** ***

  

  Business Response

  Date: 05/13/2025

  We appreciate your diligence regarding your account but must clarify again that Heritage Property Management operates as the right-hand of the elected Boards of Directors of community associations. The Board of your community in turn governs according to the governing documents of your community, which grant them certain authorities. We encourage you to review the governing documents for your community, which are available online. Heritage did not initiate the repair process this was initiated by the Board under their authority to do so and in direct action regarding the insurance requirements of your community, as all homeowners were informed on 11/28/23. Our previous response reflects the timeline of record as our system indicates, and we would encourage a review of that response for specific information and dates as it was shared. We would note, though, that Heritage team members can only share information with homeowners with the express approval of the Board of directors. This is why, for instance, after the balance was disputed on 1/20/25, the manager for your community reached out on 1/30/25 to provide the update that they were speaking with the Board and the item was actively under review. The manager was then authorized by the Board to reply on 3/26/25 explaining the charge, providing relevant documentation, and explaining the Boards decision to deny the waiver request. The second denial on 4/30/25 followed the same reasoning.
  Heritage Property Management cannot alter homeowner account balances without express approval from the Board. The initial charge was added to the account per the Board in August 2024. The Board of your community has twice denied to waive the balance and provided both explanation and documentation as to why. Heritages only role is intermediary, and Heritage team members have responded as quickly as they are able to the inquiries regarding this item and decisions from the Board.Heritage team members cannot remove the balance on the account because the Board has declined the waivers. You can request a meeting with the Board of your community to discuss the matter in person or via online meeting if you wish to continue requesting the fees be waived. As of right now, the Board continues to uphold the amount assessed to the account, and there is no action for Heritage to take at this time.

• Initial Complaint

  Date:04/30/2025

  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.

  Heritage did not send out the payment coupons as stated in the Dues letter. I had to call and request our coupons. I received them in February and wrote a check for the full amount and included all 3 coupons as instructed. I mailed the check on 2/10 and it cleared my account on 2/20. ********************** claims they received it 2/19, the same day they posted the late fees. I did not pay the late fees and now they have added collection fees and interest to this amount. This is not fair since they failed to provide the coupons in a timely manner. Our neighbors also received their coupons late so obviously Heritage dropped the ball. I want the late fees, collection fees and interest fees removed from my account as I do not feel they are justified.

  

  Business Response

  Date: 05/02/2025

  Thank you for reaching out to Heritage Property Management and the BBB and allowing us the opportunity to review your concerns. While we can clarify a few items to better explain processes, wed first like to note that as of 5/1/25, the pending waiver request was approved and applied to this account and the balance updated accordingly,so the concern has been addressed.
  Community associations typically have late dates usually around the 10th of the month after which a balance is considered past-due. The system automatically generates any fees or fines following this date if a balance is detected, and continues to do so each month until the balance is resolved. All checks are processed as soon as they are received at the Heritage offices; if checks are being sent via mail, please keep in mind that delivery times may not align with community payment deadlines. We encourage you to review all payment options to determine if another method might be better for you. Lastly, it is the Board of a community that has the power to waive fees or fines applied to accounts, not ********************************************************************. According to our records, a fee waiver for this account was filed on 3/27/25 during a 24 minute call with our *** team and stepped to the Board on 3/31/25. In another call with our *** team on 4/1/25,the team member was able to confirm that the waiver was with the Board for review.All additional follow-ups regarding this item were forwarded to the correct team members for review, with further confirmation that the waiver was being addressed by the Board. As we stated initially, as of 5/1/25 the fee waiver has been approved, and the balance updated accordingly. Please review your account for this update if you have not done so already.

• Initial Complaint

  Date:04/04/2025

  Type:Customer Service 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.

  This complaint is regarding the ongoing lack of response to multiple previous emails and calls regarding fines that have been incorrectly attributed to me by the *******************************************; managed by Heritage Property Management. I have emailed and left messages for **** ****** and ****** ****** without any response. Despite multiple attempts to clarify the issue for over two years (9 months with Heritage Property Management), I have yet to receive a resolution or even an acknowledgment of my concerns. These fines are not owed, and I would appreciate if my concerns were addressed, and the undue penalties are promptly removed from my account.

  

  Business Response

  Date: 04/10/2025

  Thank you for reaching out to Heritage Property Management and the BBB and allowing us the opportunity to review your concerns. It looks like when your community partnered with Heritage in August of 2024, this account was transferred over with the outstanding balance already in place. Our records indicate that a Fee Waiver for this balance was submitted on 9/3/24 in the online homeowner portal and stepped to your community's Board of Directors to review. Please keep in mind that in any community association, it is solely the discretion of the Board of Directors,not the management company, to approve or deny any fee waiver requests. Our A/R team confirmed to this account on 9/30/24 and again on 10/30/24 that this waiver was still with the Board for review. A member of our *** team confirmed the same in a call on 12/16/24, and *** team members confirmed again via email response on 1/13/25 that the fee waiver was still with the Board for review. On 1/14/25, an *** team member further confirmed that the fee waiver was with the Board for review, and that all messages were being forwarded to the community manager. We have also confirmed as of 4/10/25 that the Board of your community is aware of and actively reviewing the fee waiver request. Updates on the fee waiver will be provided via the online homeowner portal as soon as they are available.

• Initial Complaint

  Date:02/05/2025

  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.

  I have contacted Heritage Property Management 4 times in the last week about returning my payment of $200 for my monthly HOA fees after they were removed as the property management group on or about January 20, 2025. I paid my fees on January 6, 2025 prior to being notified that the ********* would be changing to another property management company. I have spoken to 3 different agents on three different occasions in the Heritage office. Their names are as follows: ***, ****, and ******. Each agent promised that this matter would be cleared up, and ****** even promised that a $200 check would be remitted the next day to return my overpayment as they were no longer the managing company. I spoke to ****** on February 4, 2025. I have just spoken to ***** today, February 5. ***** did not resolve the issue either. She simply read to me a copy of the email that I received from *******. I informed her that the email did not resolve the issue, and I am simply requesting a return of the $200 if it can't be transferred to the next company. I also sent an email to ******* ******* with the ********************** I will be attaching a copy of the email if possible on this site. Instead of the email addressing my request, ******* just stated that don't have the ability to credit my transitioned account. She still did not address the ability to simply return the credited amount to me in the form of a check. I simply want my money returned to me. I will be paying Beacon Management (new management company)so that the late fees won't be assessed. My check was sent to Heritage Property Management, and I believe that Heritage Property Management should be the company returning my payment. *** has stated that they can't extend a credit to the new management company. The only alternative is to remit a check to me to clear the balance. Your attention to this matter is appreciated.

  

  Business Response

  Date: 02/06/2025

  Thank you for reaching out to Heritage Property Management and the BBB and allowing us the opportunity to look into your concerns. It looks like your community ended service with us effective 1/31/25, the same date as the initial phone call regarding the credit on the account. A ************************* team member stated at that time that since our service ended on that date, and the new management companys service was due to begin effective 2/1/25, the records would take time to be updated accordingly. The *** representative confirmed that the credit on the account was reflected in the ledger as turned over to the new management company. In subsequent calls on 2/4/25 and 2/5/25, Heritage team members continued to reiterate that the account, with the included credit balance, had been turned over to a new management company.Emails dated 2/5/25 and 2/6/25 also reiterated this information, and clarified that association dues are paid into association accounts, not to the ********************** company. As the credit in question is in the association accounts, which are now overseen by a new management company, Heritage has no ability to offer refunds or account adjustments; this is why Heritage team members suggested contacting the new, current management company. On 2/6/25, a Heritage team member again provided the most current account ledger as reflective of what was provided to the new management company, and stated that any credit or refund must be issued by the new management company. Later in the morning of 2/6/25, our team members received the following confirmation back from this account in reply to the latest email, stating in part, This email provides further relevant information to me as to how to resolve this issue. I will continue my resolution process with [the current management company].
  
  We appreciate your concern regarding your account. Please let us know if there is anything else within our purview with which we can provide information or assistance.

• Initial Complaint

  Date:11/14/2024

  Type:Order 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 posted an opinion about my hoa board members on my personal social media to which heritage had their attorney send me a letter to cease and desist my activity on my own social media account. After they proceeded to add to my hoa account their attorney fees for that letter of $442.50. They have no right to tell me what I can post and not post on my social media and I didn't name anyone in the post. I would like for them to remove that fee from my account and to stop threatening me with fines and penalties for expressing my opinions on my own social media.

  

  Business Response

  Date: 11/18/2024

  Thank you for reaching out to Heritage Property Management and the BBB and allowing us the opportunity to review your concerns. It looks like this item was a decision made by the Board of your community to engage the associations attorney Heritage has no control over such a decision. Heritage team members are intermediaries, and our responsibilities include facilitating effective and speedy communication between a communitys elected Board of Directors and residents. Our records indicate that the manager for your community has forwarded all communications received from this account to the Board, often the same day. Just like Heritage is under contract with your community, any attorney is a third-party with its own separate contract with the community. Heritage does not control who the Board chooses as the attorney for the community, and also does not control when the Board chooses to engage this third-party.
  
  As Heritage is a community management company and not an attorney, we cannot comment on the contents of the Cease & Desist document.Your community conducts regular inspections, and the manager for your community was able to confirm with the inspector and Board for your community that, after the Cease & Desist was delivered, outstanding violations on this account were addressed and resolved. Legal charges billed to the account would have been billed per the allowances in the governing documents of your community following a request for payment from the relevant attorney. We encourage you to review the governing documents of your community, which are available online at any time. Our records do indicate, per the ledger, that this account has previously paid legal charges assessed to the account.
  
  The manager for your community has continued to respond to inquiries on this item even though Heritage team members cannot resolve the concern. Emails from the community manager were sent as recently as 11/14/24 and 11/15/24 and advised relevant parties to contact the attorneys office directly. Ultimately the attorney is a third-party business and Heritage has no control over the billing practices of other businesses. You may request a Fee Waiver in the online homeowner portal asking for the Board to review and remove the attorneys fees, but please keep in mind the Board has sole discretion to approve or deny any waiver requests. You may also contact the attorneys office to speak with them directly regarding the billing applied to your account.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22558839
  
  I am rejecting this response because: they failed to provide a valid explanation of the charges that pertain to hoa regulations. 
  
  Sincerely,
  
  Ionut Chichinete

  

  Business Response

  Date: 11/21/2024

  We appreciate the opportunity to clarify the billing process for your community. In the governing documents of your community, which are available to review online at any time, the procedure is outlined for homeowner accounts to be billed back for vendor services, including legal fees. Your associations attorney is ultimately one such vendor. Additionally, the Cease & Desist document, sent by your associations attorney following directive from your associations Board of Directors, included the information that the cost of the vendors work would be billed to the homeowner account. In our previous response, we noted that Heritage is not the attorney and cannot control the billing practices of third-party businesses. The ledger for this account was updated accordingly with the billing charges following the vendor (the attorney) providing an invoice to the Association. The Board of the association then would have subsequently asked the accounting department to please update the account ledger accordingly. This is Heritages only role in the process. Heritage team members cannot amend homeowner ledgers without specific instruction from the Board.
  
  If you feel the charges should be removed, you can, as per our previous response, submit a Fee Waiver Request for the Board of Directors to review. You may also contact the vendor (attorney) directly to discuss the billing. Heritage team members can only adjust the ledger, either to add or remove any charges, per the specific instruction of the Board of Directors of your community. We encourage you to submit a waiver request or contact the attorney for your association as Heritage team members have no further information or assistance to offer at this time.

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22558839
  
  I am rejecting this response because: since you are the one that adds charges to homeowners accounts at the request of the hoa,  you should also be able to remove these charges as well when they are not in concern to  any hoa business as to this particular instance. I know that heritage and the law firm that represents our hoa are owned by members of the same family and that these extortion practices have been going on with other properties managed by you. 
  
  Sincerely,
  
  Ionut Chichinete