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:10/14/2025

  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.

  HOA is targeting and harassing me over a garage door that's been distorted since before I moved into the home 5.5 years ago. They're now charging me daily fines after asking to speak with Board members to try to resolve. They've sent me notices just about EVERY MONTH for about a year on different things, some were repetitive. Some were about the same issue that wasn't valid, (I.e. replace blinds, or get the grass treated) but little ones had looked out the blinds and they were cocked. Also received for needing grass to be treated. When I sent invoice showing it was they still sent notices. I'm feeling targeted, harassed and discriminated against. I've reached out multiple times and they barely respond. I've been asking since BEFORE September 6th to speak with board members to which I still have not. They're intentionally trying to apply liens by adding these unfounded and unnecessary infractions and fines. They don't care about the homeowners and are just trying to make life harder on homeowners than it already is. I have numerous emails contacting them of which have not been responded to. Due to a phone call I had which was not documented on their end, I choose written communication so I know it can be verified. They are the worst management company and I feel they're trying to force liens on me to force me out my home. The information in the portal is not updated to ensure we cannot contact folks and annual meetings haven't been updated since 2/2023. I'm so stressed out from dealing with them! I've called and emailed multiple times to obtain board members information or to have someone from the board call and haven't received anything yet.

  

  Business Response

  Date: 11/14/2025

  Silverleaf Management Group has managed ********** for many years, and we take homeowner concerns, communication, and covenant enforcement seriously. Our compliance reviews are performed by Silverleaf staff on a routine, community-wide schedule using the same criteria for every home. No homeowner is singled outitems are cited only when they fall outside the communitys published standards at the time of inspection.
  
  Our records indicate that several itemsincluding the damaged garage doorhave remained unresolved for an extended period and were noted on multiple inspections. Other notices, such as the recent lawn treatment concern, were closed when documentation was provided. When homeowners send updates or proof of correction, we record that information promptly and adjust the account accordingly. While we have responded to several of Ms. ******** emails, we recognize that our follow-up could have been more consistent.
  

  It is also important to clarify that no lien has been filed on her property. A lien is a last-resort administrative step used only when an account is severely past due and after multiple written notices. It is not something we aim for, and it is certainly not used to force anyone out of their home. In fact, removing someone from their home is the exact opposite of what we are trying to accomplishwe want homeowners to remain in good standing, understand expectations, and feel supported in navigating compliance. 
  
  Finally, and most importantly, Silverleaf does not engage in harassment, discrimination, or targeted enforcement. Every home is reviewed on the same schedule with the same criteria. We welcome the opportunity to clarify any item that appears incorrect or repetitive, and we remain committed to treating every homeowner with respect.  We will continue to work with Ms. ******* to review any outstanding concerns, verify documentation, and support her in resolving open items. Our goal is a fair, respectful, and transparent process that helps bring this matter to a positive conclusion.

• Initial Complaint

  Date:10/09/2025

  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 am filing a complaint against Silverleaf Management Group for issuing unfair fines and failing to respond to my inquiries.On October 8, 2025, I received a $25 fine, and on October 9, 2025, another $50 fine, for allegedly parking a recreational vehicle in my driveway. The vehicle in question is my daily driver, . It is used for regular transportation, properly registered, and insured.I contacted Silverleaf Management multiple times asking which vehicle they were referring to and explaining the situation, but I have received no response. I also informed them that the vehicle is kept in my garage overnight. During the day, I move it into the driveway temporarily while I work in the garage. If it rains, I cover the vehicle to protect it, and then return it to the garage at night.Despite these explanations, the company told me I cannot park in my driveway at all and that daily fines will continue. I believe this is unreasonable and a misuse of ************** as the vehicle is clearly in daily use and not being stored long-term outside.I am requesting that the Better Business Bureau assist in resolving this issue by asking Silverleaf Management Group to:1.Remove or reimburse the $75 in fines, and 2.Provide a written explanation of how they define recreational vehicle and why my vehicle qualifies under that definition.Their lack of communication and continued fines have caused unnecessary stress and financial burden. I am seeking a fair resolution and accountability for their actions. I have attached a picture of the driveway that shows the vehicle is not parked overnight when is not being used. Thank you for your attention to this matter.

  

  Business Response

  Date: 11/07/2025

  Thank you for your message regarding the recent compliance fines related to vehicle parking at *****************. We appreciate the opportunity to clarify the situation and address your concerns.
  
  Our records show that compliance notices were issued on October 8 and October 9, 2025, for the presence of a vehicle classified as a recreational vehicle in your driveway. These notices were based on observations and photographic evidence consistent with the associations governing documents and community standards. The vehicle in question appears to be a custom motorcycle, which was observed covered by a tarpaulin or car cover while parked in the driveway.
  
  The fines assessed ($25 on October 8 and $50 on October 9) were reviewed by management. As of October 13, 2025, both fines were fully waived and removed from your account. There is currently no outstanding balance related to these fines, and your account reflects a $0.00 balance. No payment was required or made for these fines.
  
  We understand you reached out for clarification regarding which vehicle was cited and provided information about your usage and storage practices. Our records indicate that responses were sent to your inquiries, explaining the nature of the violation and the requirements for vehicle storage. We apologize if any of our communications did not reach you or were unclear. Please let us know if you would like us to resend any correspondence.
  
  We strive to enforce the communitys rules fairly and consistently, and we regret any frustration this situation has caused. Thank you for your cooperation and for helping us maintain the standards of the community.

• Initial Complaint

  Date:09/23/2025

  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.

  I am writing regarding the recent assessment of late fees on my homeowners dues ********** clarify the timeline:I did not receive advance notification of the dues assessment until 05/20. While I acknowledge that the dues were owed and that my payment was late, I would have paid on time had I received an invoice.The first invoice I received was dated 05/20/2025, which included a $37.50 late fee. I immediately paid the $750.00 dues (excluding the late fee on 05/20/2025) for the first 2 quarters of the year and sent an email disputing the fee. I received a response on 05/21/2025 stating: We will reach out to see if the Association will authorize the removal of the late fee. Since then, I have received no further communication regarding this matter.The only communications I have received since then were general neighborhood compliance notices and my own updates to Silver Leaf regarding temporary parking of my Motorcoach.The next invoice I received, dated 09/15/2025 with a due date of 09/30/2025, included an additional $37.50 late feethis time applied to the original unpaid late feeresulting in a total of $70.00 in added ********** good faith, I paid the remainder of the dues for the rest of the year, including both late fees, to avoid further issues. However, this situation remains unresolved and reflects an unhealthy business practice of compounding fees without proper communication or resolution.I respectfully request that the $70.00 in late fees be refunded or applied as a credit toward future dues.Thank you for your attention to this matter. I look forward to your timely resolution.

  

  Business Response

  Date: 09/30/2025

  Dear Mr. ********** style="box-sizing: content-box; color: rgb(71, 90, 102); font-family: ui-sans-serif, system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "Helvetica Neue", Arial, "**** Sans", sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol", "**** Color Emoji"; font-size: 13px; background-color: rgb(230, 254, 245);">
  Im reaching out in response to your recent complaint filed with the Better Business Bureau regarding the late fees on your account with *******************************************
  
  Silverleafs role is to carry out the direction of your Board in line with the Associations governing documents. Those documents authorize late fees when payments arent received within the stated grace ******* and they do not require that a statement of account be sent in advance. The fees applied to your account were consistent with that policy. That said, we do understand your frustration. In fact, ***** reached out to the Board on your behalf on Monday, 9/23 to request that they consider waiving the fees. We dont have a decision back yet, but we will share any update as soon as we receive it.
  
  Because these fees are applied under authority of the Associations documents and at the direction of your Board and were not due to any error or misconduct by Silverleaf, we would respectfully ask that you reconsider your complaint with the BBB. Silverleaf does not have authority to waive feesit rests solely with your Boardbut we do advocate for homeowners whenever we can, as weve done here.
  
  Were always glad to talk through account questions and want to resolve concerns directly and efficiently. Please dont hesitate to reach out if youd like to discuss further.
  

  Customer Answer

  Date: 09/30/2025

   
  Complaint: 23922564
  
  I am rejecting this response because:

  
  It did not address the issue at hand - to clarify the issue. The email I received on 05/21 stated that their team would reach out to the board regarding the late fee. However, I never received any follow-up communication. Because of that, I did not pay the original $37.50 late fee.
  
  The problem is that I was then charged an additional late fee of $37.50 for not paying the first late fee, bringing the total to $75. This was not a result of the boards decision, but rather a lack of follow-up and communication on their end. Had someone reached out to me with the boards decisionwhether to waive or uphold the feeI would have either (A) paid the original fee promptly, or (B) accepted the decision without incurring another late fee.
  
  Once the $75 in late fees is withdrawn, I will withdraw my Better Business Bureau complaint.
  
  Thank you for your attention to this matter. I look forward to your resolution.
  
  
  
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 10/10/2025

  Even though Mr ****** was not timely in paying his dues and even though the association is not obligated to remind him of his responsibility to pay, the board approved a waiver of all late fees.  The waiver was completed on 9/30 and Mr ****** was sent a message confirming this via email from our system.  

  Customer Answer

  Date: 10/10/2025

   
  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:04/14/2025

  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.

  On October 2nd we received a letter that was dated 9/30/24 asking to replace Mulch. On October 2nd the mulch was replaced and completed pictures were sent the same night. We also received a letter on October 2nd to fix a missing shutter. On October 2nd I inquired about where to purchase a new shudder or asking if it could be completely removed. After receiving no response and continued fees and billing notices we reached out via phone for clarification in this matter. We were advised the account would be put on hold and no other fees will be added. The shutter was replaced and the fees have still been adding up. We have spoken to managers and employees 4 times and we have been charged for fees that should not keep incurring. Now our account is in autopay and we have not seen any type of resolution in the matter.We would like to get this matter resolved as we have been in constant communication with them about how to move forward. We have been counting to get charged even after work has been complete for both the mulch and the shutters.

  

  Business Response

  Date: 04/24/2025

  Thank you for your message and for your efforts to promptly address the compliance matters raised last fall. We sincerely appreciate your communication and follow-through regarding both the mulch replacement and the shutter repair.

  After review, the Board of Directors met on Sunday, April 20th and voted to waive $600 in accumulated fines related to these matters. As a result, we have submitted a request to our accounting team to adjust your account accordingly.
  

  Once the adjustments are processed, the remaining balance due on your account will reflect the following:
  $250 for the April installment of the Associations regular dues
  $25 in associated late fees for the unpaid April installment
  $200 in remaining fines

  This brings your balance due to $475.

  We understand how frustrating unresolved issues can be and are committed to ensuring your concerns are addressed properly moving forward. If you have any further questions or would like to discuss a payment plan, please dont hesitate to contact us.  Thank you again for your patience and continued communication.

• Initial Complaint

  Date:04/09/2025

  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 have asked this managment group to add two people to the gate call box and it is currently 2 months and numerous string of emails and they cannot add people and the only response I get is we will look into this without any time frame.2nd issue is asking for a gate clicker and they messed up with giving a key card. I am asking to remove the key card charges and send a gate clicker and again the response for the last two months has been we will look into this issue.

  

  Business Response

  Date: 04/10/2025

  Thank you for bringing your concerns to our attention.

  We understand how frustrating this experience has been, and we appreciate your patience throughout the process. I'm pleased to let you know that the issues you reported have been resolved. Our **************** Manager has personally spoken with you to confirm that both the gate call box updates and the gate clicker concerns have been addressed to your satisfaction.

  Please dont hesitate to reach out if theres anything further you needwere here to help and committed to improving the experience moving forward.

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23181071
  
  I am rejecting this response because whole the gate call box issue has been resolved, I am waiting for the outcome of the charge for keycard i did not order to be resolved. I believe the management needs to get an approval for this error to waive fees. 
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 05/29/2025

  The fee associated with this request was waived on April 15th and your account is reflecting a $0 balance. 

• Initial Complaint

  Date:03/24/2025

  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.

  I was behind on my HOA fees and they hired a collection agency to collect. The Agency filed a suit with the courts in November that amount was *****.The amount I paid on my HOA account on November ******* now the collection agency is filing another suit against me because the *********** did not forward the share with the agency. Hence them trying to still collect from ******* been calling the *********** to find out where that money I sent in November is at and no one absolutely no one can help or will return my call and they even blocked me from seeing any payment activity on the portal. I want the credit that's should be on my account refunded back to satisfy the collection company that they failed to give the money to.

  

  Business Response

  Date: 05/29/2025

  Thank you for bringing your concerns to our attention.
  

  We understand how frustrating it can be to navigate a collections process, and were sorry for the confusion youve experienced. However, due to the Associations engagement of the law firm ************ ********************* to handle this matter, all communication regarding your account must now be directed through their office. Per the Associations agreement with Lazega & ********, we are required to disable owner portal access and refrain from discussing the account directly once it enters legal collections. This protocol is in place to ensure proper handling and compliance with legal procedures.
  

  For assistance with your payment and any further clarification, please contact Lazega & ******** directly:
  Lazega & *********************
  Phone: **************
  Website: *************
  

  We hope this helps resolve your concerns, and we encourage you to reach out to the law firm for the most accurate and timely updates regarding your account.
  

  Sincerely,
  **** ******
  President, Silverleaf Management Group

• Initial Complaint

  Date:12/01/2024

  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.

  Silverleaf did not pay our 2023 or 2024 tax bills on time, and we have incurred penalties as a result. See the attached bill that we received via e-mail on 11/29. Silverleaf should pay the late fees rather than costing our homeowners more money. We already have one complaint filed for breach of contract and the unwillingness to resolve a water bill (despite promises in writing) that is a mess due to Silverleaf's accounting errors - this is a new issue that was just brought to our attention. Fortunately, we are changing property management companies this month, but the issues with Silverleaf still need to be resolved.

  

  Business Response

  Date: 12/05/2024

  In this situation, the invoice in question was not received so it was not paid.  The taxes have now been paid in full for 2023 and 2024 and the late fees were reimbursed to ******************** association.
  
  This is the same individual as BBB complaint 719064579F50C.   

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22623256
  
  I am rejecting this response because:

  We have no evidence of being reimbursed for the late fees. We have been promised reimbursement before, and did not receive it, and our account reflects no reimbursement.

  I request that this stay open until confirmed.

  Also, as a property management company, they should know they have to pay community property taxes annually, and it was in our budget. They were also sent notices that showed 2023 had not been paid.

   Finally, we are still working to confirm if this money was actually misplaced and spent elsewhere, as we are shoring up our financials and accounting for mismanaged money.

  
  Sincerely,
  
  **** **** - and the rest of the Board

  

  Business Response

  Date: 12/06/2024

  Our response stands.

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 22623256
  
  I am rejecting this response because:

  there is no evidence that this has been handled. If Silverleaf provides evidence, this will be resolved. **** has broken promises in writing on multiple occasions, so we need said evidence that this has been addressed. 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:11/07/2024

  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 express my concern regarding the significant delay in response to my fence installation request for my property. I initially submitted this request in early September. On September 26, the property manager approved the installation with a condition requiring an alternative location on the west side of my home.However, on the same day, I submitted a request for reconsideration of the original proposal, due to the unique shape of my lot and the minimal visibility of the fence from the street. The property manager acknowledged receipt of this request via email. Since then, over 40 days have passed, and despite following up multiple times, I have not received any response or update regarding my request.I kindly ask that the property management team review my reconsideration request at your earliest convenience and provide a clear response. If approval cannot be granted, I would appreciate a detailed explanation outlining the reasons based off HOA Architectural Guidelines.

  

  Business Response

  Date: 11/14/2024

  Unfortunately, this owner's information is not entirely accurate.  The documents for the homeowners association allows the Board of Directors 45 days to return a decision on an architectural request.  This individual submitted his ARC request for review and it was approved on day 44, which is within the prescribed period of time.  He then appealed the approval and submitted this complaint during the second 45-day cycle.  His second submittal has been reviewed and responded to - again, within the 45 days allowed by the governing documents.

  Further, Silverleaf Management Group does not have the authority to approve architectural requests.  Our team receives and logs these requests and forwards them to the Boards for review and approval. All owners have the ability to monitor progress through our mobile app or a web browser.  All owners also have access to copies of the covenants which contain the guidelines mentioned above. 

• Initial Complaint

  Date:10/08/2024

  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.

  Silverleaf paid an incorrect water bill for over $4k without ********* approval. Per our contract, they are not to issue payment for anything over $1k without Board approval. For this particular bill, we (the Board) specifically told them not to pay it. We have this in writing. After over a year of trying to get our money back from them, they finally agreed to reimburse us if the water company failed to provide us a "refund or credit in full by midnight on August 31., 2024" We also have this in writing. We have still not received the "refund or credit in full" from the water company, yet Silverleaf refuses now to reimburse us for the money they spent against our will. Meanwhile, the *** has been out this money because of Silverleaf.

  

  Business Response

  Date: 10/28/2024

  The emailed agreement between the Board and Silverleaf Management Group stipulates that SMG would reimburse the Association unless the county provided a refund or applied a credit, with a deadline of August 31st for receipt of the refund or credit. *** was able to secure a credit and the the billing was corrected prior to August 19th, as evidenced by the Associations water bills and the email communication from the county.  Since that date, *** has made continuous efforts to obtain a full refund for the Association and will continue to pursue this matter on their behalf.
  
  However, it is important to note that *** has fully complied with the terms of the agreement, including the issuance of a $500 rebate to the Association, and the comments and allegations made by one board member (of three) is not representative of the actual facts of the situation. 

  Customer Answer

  Date: 10/28/2024

  Silverleaf is just not being honest. Credits were not received in August, nor did she provide the refund or the additional $500 by the deadline she agreed to (as evidenced and admitted to in e-mails). We are still not clear on what credit was applied when, as they have not sent us all of our bills.

  We still have not had the water bill reconciled, although now we are getting more information about how they paid some bills late, and we may have paid late fees due to their accounting negligence. I have attached the most recent communication we have had with Silverleaf in an effort to get our account back in order, but we have yet to receive a response. Please do realize that their accounting errors have cost homeowners money, and we need their accounting shored up accurately.

  

  Business Response

  Date: 10/28/2024

  The Board has access to actual copies of all invoices that have been paid on behalf of the Association, and is provided with this information each month.  All the funds belonging to the owners have been accounted for and the Board has received reports and has access to all account information.    
  
  The continued allegations of accounting irregularities are unfounded and likely stem from Silverleaf's notice of non-renewal of the service agreement. This board member is clearly disappointed that we were able to get a credit for the overpayment on the water bill, even though that is exactly what she asked us to do. 

  Customer Answer

  Date: 10/28/2024

  Again, this is just not true. We have contacted them multiple times to get our accounts shored up, and their accounting continues to be wrong. Also, all invoices are NOT available in the portal, but we have found some with late fees that Silverleaf paid using homeowner money when it was their fault for paying them late. Further, as you can see by the documentation, we did not receive a credit as promised, regardless of ****** story that it is the case. She has shown no evidence or documentation supporting her claims, yet she just continues to say the same things. If there were evidence to support her claims, the Board would gladly review it - what she has produced so far has only supported our claims.

  We were already in talks with a management company to leave Silverleaf and are very grateful that we can now part mutually. Due to the continued mismanagement of homeowner money and costly mistakes on their part, we decided to leave once our community assessment was completed, which was the end of September, so the timing is perfect. We were waiting to get the water bill issue resolved, thus this complaint because going through Silverleaf has proved to be an exercise in futility. As Board members (all three of us, and I speak on their behalf with their permission), we do not have feelings involved, and we want a property management company that is honest and stands by its commitments, promises, and contractual obligations. As Board members, it is our responsibility to ensure money is managed properly, and, unfortunately, that has not been our experience. 

  I understand that ****** sister-in-law is her accountant, which might explain her defensiveness and emotions in her communications, but we have had multiple e-mail exchanges and meetings about how off our accounts are with no or late resolution. The point of this complaint, specifically, is to reconcile the water account as promised because it is what Silverleaf was hired to do, and they grossly breached our contract by paying an incorrect bill against our permission. They further have not reconciled said issue within the established timeline, and our HOA account has been out this money for over a year.

  Please do let us know if the BBB needs the additional documentation about this issue starting in 2023, as well as all other supporting documentation and e-mail exchanges. Until we have evidence to support her claims, our complaint still stands, and we need the water bill situation resolved.

  

  Business Response

  Date: 11/06/2024

  Our position on this issue remains unchanged.  To restate the issue:  the invoice that was paid belonged to the Association, but the county overbilled them. When the Board brought the overpayment to the attention of our company, our team worked to 1) get the overpayment credited, 2) get the billing corrected, and 3) attempt to get a reimbursement.  The Association agreed to allow us until August 31 to get either a credit or a refund - and we accomplished that before August 19th, as shown on the billing statement from DeKalb County. 
  
  Silverleaf compensated the Association $500 to make up for the time that the funds were not available to the Association - and that amount is significantly more than the Association could've made had they directed us to invest this amount into a high yield interest bearing account. 
  
  In other words - the Association has been made whole (in the form of a credit on their account with DeKalb County) and has been given an additional $500 as compensation for the time the funds were held by the County.  There is no reason for the Board to continue to accuse Silverleaf of wrong-doing, other than personal agendas of certain members of the Board. 

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22398967
  
  I am rejecting this response because: our position is the same. We told Silverleaf not to pay an incorrect bill, which they did in breach of our contract with them. After nearly a year of bringing it to their attention, they finally chose to address it. We were promised a credit IN FULL (which **** continuously leaves off of these communications, but which is evidenced in the e-mails I have uploaded) by August 31. This was not done. **** followed up with her property manager at the beginning of September and **** stated that they would reimburse us, but we STILL DID NOT RECEIVE THE REIMBURSEMENT IN FULL. The water bill is still a mess with multiple late fees caused by Silverleaf and another large charge. What she has produced is not at all in line with the homeowners' money that Silverleaf spent against the Board's permission.

  The bottom line is that Silverleaf (i.e., ****) did not stick to the terms we have in writing to address the egregious error made by Silverleaf (which, again, was in breach of a contract that we have in writing). She was responsible for reimbursing us by 1201 hours on September 1 if we had not received a credit IN FULL by midnight on August 31, and she did not. This is all evidenced in e-mail. Further, in her initial response to this complaint, she advised she would straighten out the water bill, and that has not been done. We have received NO information from Silverleaf about this since filing this complaint.

  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:12/21/2023

  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.

  On 12/20/2023 I spoke w/ *************************** the property manager for Silverleaf Management Group LLC which took over for the previous ************** (Treymont @ Sugarloaf HOA) as I was making my payments through autopay w/ Treymont @ Sugarlaof. When they were released they should have turned over all the fianacial payments statements that the homeowners were making which they did not. Recently I recevied a invoice for the Jan. **** payment which I was confused about because I had previously signed up for autopay when I called I was told that I was behind 3 months which amounted to $672 which included late fees. This Invoice was the only time the company contacted me about late payments for ( Oct, Nov or Dec.) which is due on the 1st of each month. Our monthly HOA fees are $210 which they raised from $176. Why am I being held responsible because of the previous company ************** shouldn't have been charged late fees when they failed to release all financial statements for which I had no knowledge of because I assumed that my *************** were being taken out automatically via autopay. My acct # is *********

  

  Business Response

  Date: 01/02/2024

  ************** is not disputing his condo fees, he is disputing late fees in the amount of $42 - and Silverleaf does not have the authority to waive these fees.  We have, on behalf of **************, forwarded his request to the ***** via email (he was copied) and have only received confirmation from the ***** president - but no directive.  
  

  The following email was sent to ************** on 12/21/23 from Silverleaf, and the ************** of ********* was copied:
  
  Good afternoon, *************:
  Im writing you because I received a copy of a complaint you filed with the Better Business Bureau about my company, Silverleaf Management Group.   Im sorry to hear that you feel we arent being fair to you as an owner.  If you will indulge me, Id like to explain a little more detail about what has happened to maybe help clarify things a bit. 
  
  As you are aware, we were hired by your ***** of ********* (copied here) to manage the affairs of the Association.   Originally,we were to begin services on September 1st, but due to contractual obligations with the previous management company, our services did not actually start until October 1st.   We posted several signs in the community to help communicate the change and sent several emails and letters to make sure everyone was aware of the change.   You may want to add ******************************************************** to your approved senders list so you dont miss important communications from us in the future.
  
  The ******* Condominium Act governs the activities of condominiums in the state, and Treymont is a condominium formed under that statute.  As such, the late fees are set by law, and only your ***** has the authority to waive them.  They are copied on this email so you dont have to repeat your concerns to them and they will advise us whether they approve any waivers of the late fees assessed to your account during this ********************** transition.  Ive attached a copy of your account transaction history so you can see that you were charged late fees in November and December.  Thank you for your payment.
  
  I hope this explains the situation and I hope that you will reconsider your decision to file a complaint against us as we were simply doing our job. 
  
  Thank you for your time.