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:07/11/2025

  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.

  The management over cottage villas is completely incompetent. Since moving into this home, *** experienced nothing but problems with my HOA. There has been mismanagement of money, loss of funds provided and lack of communication (me and other various people living inside the community can attest) It feels extremely purposeful and predatory. In addition, your property manager ******* ******** is of no help. Theres been issues with leaks almost constant in this community. From ground level as well as leaks inside of peoples homes due to roof issues. The community is falling apart. Ive been out the country for almost 3 weeks and when I come home, my water shut off because there is a water leak. ******* took it upon himself to bring someone onto my property and shut off my water without even trying to contact me via phone. It is his MO to never be contacted, as he is intentionally hard to reach, due his I his phone number permanently going straight to voicemail and cherry picking emails to address. Therefore, you have to hope that he will respond to you by a callback or via email. As stated inside his email it is my responsibility to take care of the water however, I cannot do so until I am back on American soil, soI wasnt given the opportunity to do so turning off my water is criminal and without even a warning is immoral. When I was finally provided a call back I was threatened by ******* with being solely responsible for the water as if the entire community hasnt paid for all of the other water leaks in unity. I believe this was stated this way because ******* didnt take into account anything of my personal reasoning such as being out the country for almost 3weeks. I refrained from calling the police on ******* from cutting off my water supply without my permission but would love to talk to somebody besides him, and hope this is not the companys way of conducting business. If someone could call&speak with me and get this rectified that would be great. Thanks.

  Business Response

  Date: 07/15/2025

  Answer about the situation at ********************
  Ms. ******* ******* makes some unfounded accusations in her complaint that she placed with the BBB. Unless she would like to back her claims up with proof, I suggest that she retract her accusations of Mismanagement of money, loss of funds and other things in her complaint.
  Ms. ******* lives in a condominium of 25 units, and they share the common expense for the common area. As per the covenants for Cottage Villas it states what the common area is and what the unit boundaries are. (listed below)
  The issue is Ms. ******* had a water leak on a pipe that went to her property only. As per the covenants (and listed below) it is an owners responsibility to deal with the leak. She didnt think that it was leaking so the management company sent out a vendor to inspect the area and found the leak. They noted the leak and sent it to Ms. ******** She failed to respond about the leak and after reaching out to her a couple more times the Board instructed the management company to have the water turned off.
  Ms. ******** claim that the vendor came on her property is unfounded as you can see from the covenants excerpts below the grass is part of the common area and is under the board of directors control.
  As far as Ms. ******* being out of the country, she was able to attend the Zoom meeting and could have asked the management company to have this repaired for her. She failed to do that. The Board is evaluating whether to charge her for the increase in the water bill that they have due to the water pipe not being repaired in a timely manner.
  Ms ******* is more than welcome to review the financials for the neighborhood at anytime they are posted on the website and she has access to them.
  Our phone system logs all calls in and out I checked the call logs for this year and I do not see that we received a call from this number ***************
  Common Elements: shall mean those portions of the property subject to this Declaration which are not included within the boundaries of a Unit, as more particularly described in this Declaration.
  
  UNlTS AND BOUNDARlES:
  The Condominium will be divided into twenty-five (25) separate Units, Common Elements, and Limited Common Elements. Each Unit consists of residential space, as applicable, and its appurtenant percentage of undivided interest in the Common Elements. Each Unit shall be conveyed as a separately designated and legally described freehold estate subject to the Act and the Condominium Instruments. The Units are depicted on the Survey and the Floor Plans. Each Unit
  includes that part of the structure which lies within the following boundaries:
  (a) Vertical Boundaries. The parametrical or vertical boundaries of each Unit shall be vertical planes formed by the interior, unexposed surfaces of the wallboard separating the Unit from the exterior wall of the building.With respect to common parametrical or vertical boundaries between Units, the parametrical or vertical boundary of the Units served thereby shall be the vertical plane, as shown on the Plans, extended until such plane intersects the interior unexposed surface of the wallboard of the wall perpendicular to said plane and constituting the exterior boundary of said Units.
  (b) Horizontal Boundaries
  (i) If the Unit is on the top floor of a two-story building, the upper horizontal boundary of such Unit is the exterior, unfinished,unexposed surface of the wallboard or other material comprising the ceiling of the Unit. The lower horizontal boundary of such Unit is the lowest most surface of the wood floor truss structure of the Unit.
  (ii) If the Unit is on the bottom floor of a two-story building, the upper horizontal boundary of such unit is the lowest most surface of the wood floor truss system of the Unit above, with the subflooring of the Unit above not constituting part of the Unit below. The lower horizontal boundary of such Unit is the concrete slab on which the Unit is constructed, with the flooring,if any, constituting part of the Unit and the concrete subflooring and building foundation not constituting part of the Unit (iii) If the Unit is a one story building,the upper horizontal boundary of any portions thereof which serve more than one (1) Unit or any portion of the Common Elements shall be deemed a part of the Common Elements. In interpreting deeds and Floor Plans, the existing physical boundaries of a Unit as originally constructed or of a Unit reconstructed in substantial accordance with the original Floor Plans thereof shall be conclusively presumed to be it') boundaries rather than the meets and bounds expressed in any deed or Floor Plan, regardless of settling or lateral movement of the building in which the Unit was located, and regardless of minor variance between the boundaries shown on the Floor Plans or in a deed and those of the Unit. The ownership of each Unit shall include, and there shall pass with each Unit, whether or not separately described in the conveyance thereof, that percentage of the right, title and interest in the Common Elements attributable to such Unit, together with membership in the Association and an undivided interest in the funds and assets held by the Association.
  
  Additional Information to Interpret Unit Boundaries Entry doors and exterior glass surfaces, including, but not limited to, windows and glass doors, serving the Unit shall be included within the boundaries of the Unit.Heating and air conditioning systems serving a single Unit (including any part of any such system located outside the boundaries of the Unit), all duct work for heating and air conditioning systems and appliances and plumbing fixtures within a Unit shall be part of the Unit.
  
  If any chutes, flues,ducts, conduits, wires, pipes, or other apparatus lies partially within and partially outside of the designated boundaries of the Unit, any portion thereof which serves only that Unit shall be deemed to be a part of that Unit, while any portions thereof which serve more than one (1) Unit or any portion of the Common Elements shall be deemed a part of the Common Elements.
  
  In conclusion: I believe that Ms. ******* was made aware of the leak, told that it was her responsibility to take care of and neglected to address it as an urgent matter.
  Thank you for your assistance with this matter. 
  

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23587960
  
  I am rejecting this response because:

   

  as you can see above, I was not provided an additional person to speak to which confirms exactly what I stated the business is about, which it is not about the soul interest of the community or the homeowners and its only concerned about money. All further accusations will be proven through court, and again if someone above the person who runs this company would prefer to speak wiht me. Im still currently open to having a civil discussion with them, as it is impossible to do so with *******. Not once was it acknowledge that I stated that I was out the country and not once wasnt acknowledged that I have not received any phone calls from my community property management. I was sent two emails before he decided to criminally turn off my water supply. Additionally, HOA cannot turn off water supplies legally, regardless of a non-responsive email reply so the law is on my side.  I have the proof of everything that Im saying so feel free to continue to go back-and-forth with me. 
  
  Sincerely,
  
  ******* G

  Business Response

  Date: 07/16/2025

  as you can see above, I was not provided an additional person to speak to which confirms exactly what I stated the business is about, which it is not about the soul interest of the community or the homeowners and its only concerned about money.

  It is funny that I emailed you with my contact info on the email and you want to state this instead of calling me.

  
  All further accusations will be proven through court, and again if someone above the person who runs this company would prefer to speak with me.

  What does this statement mean. Who would be above the person that runs this company. The only one that I can think of would-be God. He does run this company.

  
  Im still currently open to having a civil discussion with them, as it is impossible to do so with *******. Again,

  You can call the number in the email that I sent you. *********************

  
  Not once was it acknowledge that I stated that I was out the country and not once wasnt acknowledged that I have not received any phone calls from my community property management.

  It was acknowledged that you were out of the country, and you were on the zoom meeting. You could have asked ******* to handle it at that time, but you didnt.

  
  I was sent two emails before he decided to criminally turn off my water supply.
  Help me understand what is criminal about turning your water off that is leaking? Water companies do it every day. Plus,the meter is located on Common property that is maintained by the Association.

  
  Additionally,HOA cannot turn off water supplies legally, regardless of a non-responsive email reply so the law is on my side.

  I am not sure were you are getting your info from. You are wrong on this one.

• Initial Complaint

  Date:09/11/2024

  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.

  This is for ******* ******, a property manger at Tolley in ************ and Summerwalk *********** sent us an email around May of this year, falsely accusing us of thinking we are above the **** She said we need to cover up the logo on our company vehicle in our driveway and it was a violation. The by laws state no commercial vehicle or primary business vehicle. We told both the hoa and ******* that by definition we are not in a violation but the president of the hoa was for having house numbers on his house and that is a ************ definition a commercial vehicle by ************** states a vehicle that carries 8 or more passengers or carries goods, thats is not our vehicle and its a personal vehicle as well so it would not fall under primary business vehicle. We informed them of that and it was quite on their end up into yesterday, now all of a sudden ******* informed us that our hoa changed the rules and the definition to a commercial vehicle to where we are suddenly in a violation. So basically, they didnt get their way, they changed/added rules to our by laws and now we are in violation when we we not before. It states in the by laws of the *** ***** wants to add anything supplemental the. It must have written consent from the homeowners. What they are doing is attacking us, harassing and bullying us and I want it to stop immediately.I dont see how legally they can at anytime add requirements to the hoa rules and homeowners must abide by it. This is abuse of power and we will not stand for the bullying. Please contact them and let them know how unethical they are being and they can not randomly change rules to fit their agenda. They are clearly just mad they lost and are now trying to add rules to give us a violation. Its absurd and unprofessional in the highest. They can not add rules and say we are now in violation because they are mad they did not get their way. According to our decelerations they do not have this authority.

  Business Response

  Date: 09/16/2024

  The issue is simple the Covenants (not the Bylaws) state no commercial vehicle. As per the attachments that the complainant provided it states that. ******* has nothing to do with the Covenants for the neighborhood and can not be used to define this. If the owner has a vehicle that they have signs on for a business then it is a commercial vehicle by their standards. Everything else the owner listed is considered noise and trying to distract from the issue. 

  Easy fix is park in the garage and then no one would see the vehicle. 

• Initial Complaint

  Date:05/06/2024

  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.

  We live in the neighborhood *********** in ******, **. Our property manger is ***************************. My husband was apart of the *** and has wanted to better our community with our ***************. The president have us permission to remodel our club house but the ******* somehow got involved and demanded us use her contractor and she wanted us to spend the bare minimum. When we asked her about it she got very angry and after that is attacking us any way she can. She messaged us saying we are not above anyone and need to cover our company truck logo or park our car in the garage. She said she and the rest of the *** board would like to remind us of that BUT the *** president also has a violation, he has large house numbers on his house and that is against the *** rules as well but she has said nothing to him and the president even said he is keeping the numbers on his house since his wife likes it. How is this fair? How is the *** president above getting warnings/ violations when ******* and the president know its a violation but yet they attack us for having a company truck? This lady ******* has been out to get us because we called her out on why she wants to do the bare minimum for our neighborhood. I would like ******* and her manger yo contact me and explain why she is attacking us and how is it that the president of the *** can do whatever he wants but yet they go after us for having a truck parked in our driveway form late evening to early morning where very minimal people see. If we have to correct our violation the shouldnt *****, the *** president have to correct his violation? A violation is a violation. This lady is very unprofessional and we want her to stop being so ***** towards us and attacking us because clearly she has an issue with us. Also, why is ******* so headstrong about us going with her contractor or spending very little money of OUR ***************? Its like she gets a kickback.

  Business Response

  Date: 05/07/2024

  This is a story of a person who wanted to do what they wanted to and not follow the rules. This is a homeowner association, and the manager ******* works for the board of directors and takes her direction from the board. The project that ********************* wanted to do was expensive and not something the association could afford at this time. To further clarify this. The manager at the boards direction surveyed the owners in the neighborhood to see if the owners would approve this or if the owners wanted something not as costly. The manager also went out for other bids on the job from other contractors. This is a good practice to make sure you are getting the best price for the job. The survey came back that the owners didnt want to spend this amount of money and some of the owners even said that they didnt want to spend anything.
  The board was also faced with some other repairs that needed to be addressed and decided to table the improvements to the pool bathhouse until a later date.  
  In HOA management the manager is always the person who communicates the board of directors decisions. The ***** wanted ********************** to follow the covenants and didnt want to issue a violation for this. That is why they asked the manager to communicate that to **********************. (see footnote below #1) The Architectural Standards and Guidelines dated June 2008 page 12 state E. Parking of commercial vehicles of any kind other than for the immediate business purpose is prohibited. Over-night parking of any commercial vehicle is prohibited anywhere.
  ********************** was elected to the board of directors. The ***** of ********* holds monthly board meetings at which time they discuss the items that need to be taken care of and when they need to be done. It is very important for the board members to attend the meetings. This way they are aware of what is going on, what the board votes on, approves or tables. This is why the Bylaws have a clause in it about removing a member who fails to show up.  It states in section 3.6 Any director elected by the Class "A" Members who has three consecutive unexcused absences from ***** meetings, or who is more than 30 days delinquent (or is the representative of a Member who is so delinquent) in the payment of any Assessment or other charge due the Association, may be removed by a majority of the directors present at a regular or special meeting at which a quorum is present, and the ***** may appoint a successor to fill the vacancy for the remainder of the term.
  
  The board asked the manager to send an email to ********************** and another board member about their intent to participate as a board member (see foot note #2).
  
  It is also worth noting that the board member who had the house numbers on his house removed them.
  As for her allegations of kickback that is just a childish attempt at throwing blame on someone else. The homeowners voted not to spend the money on the project. It is worth noting that the VanRooyens family member was the one that the VanRooyens wanted to use and the cost was higher than the other bids.
  
  As for the disputed dollar amount, I am not sure what she is disputing as that is their annual assessment.
  
  Foot note #1
  Hello ******,
  
  I am reaching out to you on behalf of the ***** of ********* at Summerwalk.  
  
  The ***** would like to know if you are still interested in serving on the ***** of ********* as you have not attended a meeting in the past three (3) months.  Attending the meetings is part of being on the board.  As you know, there are many topics discussed at the board meetings and items that need to be voted on, decisions to be made, etc.   With your role as the Treasurer, the ***** President looks to you to review and discuss the financials and give any input and advice. Right now, this role is being filled by the ***** President along with his other various responsibilities.
  
  As a courtesy, the ***** would also like to remind you that ***** members are held to the same standards as all members in the association in regard to violations.  Please make sure your truck with the logo is either in the garage or covered up per your documents.
   
  Please let the board know if you are interested in remaining on the board by replying yes to this email and attending future monthly meetings. The board understands you may not be able to attend every monthly meeting but 3 months in a row isnt acceptable.
  
  Should you have any questions, please let me know.
  Sincerely,
  ***************************
  Community Manager
  
  Foot Note #2
  Heres some information from our monthly meeting.
  
  Please send a properly worded email to:
  ******************
  ****************************
  
  The email needs to properly state their inactivity/non appearance in monthly meetings is a concern of the board. The board requests verification of their commitment by reply all to this email and continued presence and participation at board meetings. CC *****************************
  
  In other words, show up/participate or well remove you from the board which is allowed in our by-laws.
  
  
  Also, send a community wide email stating our next monthly meeting will be 6/8/2024 @ 2:00 immediately following community events at the pavilion. If we have quorum, we may take up an official statement/meeting.
  
  
  Thank you.
  ***** President

• Initial Complaint

  Date:02/12/2023

  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've been dealing with responsibles neighbors for more than 2 years and Tolley Community don't take actions on time because they don't care about it, they just want their money. I always pay on time. I started sending proofs because I put security cameras to show them that my neighbors are violating my privacy and causing damages.They were leaving their kids outside to play, but they were playing in my driveway and around of my car, last year I had to change a Window because it was broken. I found scratches and more. I sent proof to them, I had to post on their instagram to have their attention because I can't have peace in my own home. This looks like discrimination because they don't even respect Saturday or Sundays. They usually make lot of noises all the time and NOW in my backyard.Since I posted on their Instagram, it looks like that they sent something to our neighbors but NOW I'm reporting that same neighbor (mom of 3 kids) is going to my backyard to take her dog there and leave dog waste ( she also leaves on the corner and she can also use her backyard), but she prefers to come and she is violating my privacy. Please help!

  Business Response

  Date: 05/01/2025

  I am sorry that this one didn't get answered. The manager did talk to the owner about this. The issue is the management company does not get involved with owner to owner issues. The management company is hired to manage the associations common area and enforce the covenants. The covenants does not give the management company nor the board any powers to tell someone to stay on their own property. We advised the homeowner to call the police. 

• Initial Complaint

  Date:02/07/2023

  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 purchased a lot adjacent to mine During the purchase process, I reached out several times to ask questions. I always had to be the one to follow-up and there were times when I did not get a response or was told they would have to check. When it came time to close, I was told that for every transfer of a deed that there is an initiation fee. In this case, it was $2100 dollars. I asked if the same was requested of the person that I purchased my lot from and I was told "everyone" has paid this fee since 2017. This was not true as the person that I purchased the lot from paid a fee of $75 dollars for closing and there did not appear to be an "initiation fee." When I pointed this out the Tolley representative had no recollection of why this was the case. Then I was given more of a run-around as I asked questions. I asked if this fee could be waived since I paid an initiation fee on my original property and because I was not going to build on the lot. I told the representative that my intent was to merge the two properties into one. There was no empathy or concern for the additional financial burden. Additionally, there was no reasonable explanation for the enforcement of a covenant for one person and not for another. In looking at the BBB rating, I am not surprised but saddened that such practices are allowed to be permitted. I would like to be refunded my $2100 dollar initiation fee and I would like to see that there is some objectivity in how the covenant is reviewed.

  Business Response

  Date: 06/14/2024

  The owner believes that the management company has the power to override the covenants for the neighborhood and they do not. The Covenants clearly state that on the transfer of the property there is an initiation fee. 

  This is from the covenants, 

  Section l. 4.13 Initiation Fee. Upon each and every conveyance of a Lot, the transferee or grantee becoming the owner of the Lot shall be obligated to pay to the Associations in addition to all other assessments levied under this Declaration, simultaneously upon such transfer or conveyance, a non~refundable initiation fee in an amount equal to the then current annual assessment for a Lot (hereinafter the "Initiation Fee"). The Initiation Fee shall be collected and paid to the Association at the closing of each such" sale, transfer or conveyance. The Initiation Fee shall constitute an assessment and lien under the Declaration and shall be collected in the same manner provided in the Declaration for the collection of" other assessments. Notwithstanding the foregoing, the Initiation Fee shall not be due (i) :from any grantee who is the spouse or former spouse of the grantor; ii) from any grantee to whom a Lot is transferred by will or under the laws of intestacy; (iii) from any grantee to whom a Lot is transferred as a gift, that is, gratuitously and without value ,or legal consideration; (iv) from any person who takes title to a Lot through foreclosure or deed in lieu of foreclosure of any first priority mortgage or any second in priority purchase money mortgage, provided that neither the original holder nor any

  subsequent holder of such second in priority Mortgage is or was the seller of the Lot and (v) upon the sale of a Lot to a relocation company that resells. the same Lot within six (6) months from the date of its acquisition of the Lot, with all such exceptions being subject to review and
  approval by the ***** of ********* in its sole and exclusive discretion.

• Initial Complaint

  Date:10/10/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2021 I filed a chapter 13 bankruptcy. I had a balance with Tolley Community of *****. During the bankruptcy Tolley was paid ******* from the trustee directly from the amount i paid into my bankruptcy. Tolley was sold to beacon management. Tolley lied to beacon management saying i still had a balance od **** when they was paid *******. Now beacon management is trying to recoup the money from me that already been paid