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:02/18/2025

  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.

  First issue: There was a service call attended by HOA technician for a basement water pipe leak. My own plumber found the pipe crack and fixed it. The HOA technician was there for 5 minutes and did not fop any thing. I am being charged arbitrarily $185.00 for the HOA technician's visit. The entire time from the moment the ********** was called till the technician left the house was less that 1 hour. I have call records. My tenant and the plumber can vouch for what kind of work the HOA technician did which amounts to nothing.I am being billed $185.00 for 2 hours of work. There was no work done by the technician. I am willing to pay 1 hour service fee since the technician had to travel to the house.Second Issue:HOA mgmt. company did not provide me the *** **** document when I had requested. They told me to download it from a third party site by paying $97.00. By Maryland HOA law, a HOA should be providing By Law documents for free when the home owner requests for it.Responsible Party: MRA Property Management for ***********************************, Contact Person:****************************************************************************************************************** Office - ************** Her email : ****************** Fax - ************** **************

  Business Response

  Date: 03/04/2025

  A call was received from the homeowner that their townhome condominium was getting water in it during the deep freeze. Due to the emergency nature of the call a maintenance guy responded.  Maintenance charges out $90 per hour that includes travel time from where they were at the time of the call to travel to the homeowners address as well as time spent investigating.  It was determined that it was the homeowners hose bib that had frozen and burst causing an outpouring of water.  Per the governing documents the hose bib is exclusive to each townhome condo therefore the unit owner's responsibility for all associated costs.  

  As for the governing documents the law states the seller is supposed to give a resale package to the buyer.  The homeowner can visit ******************** to order a new set of governing documents. If he does not have his resale package, he can either go back to the settlement company or he is welcome to order a set and in accordance with the MD Condominium Act a fee can be charged.  I can tell you that the seller purchased a resale package to give to the buyer in October 2015 and this homeowner settled on this unit in November 2025.  

  Customer Answer

  Date: 03/10/2025

  The total time taken by the technician was less than one hour ( from the time the service call was made till the time he left the house). It is a rip off to charge the home owner for 2 hours  of service when the technical did not do any thing. 

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I continue to pay my HOA fees even though they are raised. They cant do their job anymore in regards to enforcing the bylaws. Therefor I have come to the conclusion Im paying for a service that isnt provided. Ive made numbers attempts to resolve this issue and they continue to send me to voicemail. Every voicemail says a return phone call will be made within 24 hours. They never are.

  Business Response

  Date: 08/26/2024

  Mr. ******,

  I'm not sure why you put a complaint in against the property management company.  The management company does not make decisions for the HOA.  Our role is to enact the decisions of the Board of Directors for your HOA.  You spoke to the manager and her assistant about a basketball hoop, which was then relayed to the Board of Directors.  I do know that the Board of Directors authorized a notice being sent.  I understand that this hoop is on a ********************  The Board of Directors does not have any authority over a county road, only the lots and common area.  The management company has no authority in this matter or any other for your HOA.  I encourage all homeowners to read the governing documents for a better understanding of the operation of your HOA.  

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22183485
  
  I am rejecting this response because:

  So whos lying? You just said you enforce the common areas but you think the hoop is on a county road? Its not its on the sidewalk. Which correct me if Im wrong thats your job to maintain. Ill file a complaint once a week and we can keep going back and forth until you guys do your job. Theres no reason for me to pay HOA fees when youre not providing the services you should. Feel free to call me whenever you want or we can communicate like this going forward. 
  ************

  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 08/28/2024

  The management company does not make any decisions for your HOA.  All decisions are made by the elected Board of Directors for your HOA. I would suggest that you read your governing documents so you are aware of the HOA's governance.  You appear to be confusing the difference between your HOA and the management company.  

• Initial Complaint

  Date:07/12/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  MRA PMI is the HOA company that manages Deer Trace Community in Owings Mills, MD. I owned the townhouse at 4936 Lockard Drive and paid $63 per month in HOA fees. MRA PMI collects those monies.
  I sold my residence at Lockard Drive on May 19, 2023. On June 1, 2023 another HOA payment of $63 was deducted from my account.
  I spoke to the representative at MRA PMI and was assured I would receive a reimbursement for the $63. To-date, I have not received any money. I have emailed 3 times and have called a couple times with no response.
  I am asking for help because I do not believe they will reimburse me.
  For example, at my closing, they tried to collect the same money from me & the new home owner- basically collecting two fees. They were unethical did not plan to correct it until I found the discrepancy and demanded it be corrected. I was told by MRA PMI that it was up to me to say something, not for them to keep up with the payments. That is why I do not feel they will follow through.

  Bureau Response

  Date: 07/12/2023

  Noreen ******
  MRA Property Management, Inc. 
  
  **** ******** **
  ******** ** *****
  
  
  
  
  
  Dear Noreen ******: 
  
    
  
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 7/11/2023 and was assigned an ID of *********   
  
  
  
  How do I take care of this?
  
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: ***************

  
  

  What should I include in my response?
  
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
  
   
  
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  
  
  What will happen if I do not submit a response and what can I expect to happen next?
  
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  
  

  Sincerely,

  
  

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  
  Phone: ###-###-####
  
  

  
  

   

  
  

  CUSTOMER EXPERIENCE INFORMATION

  
  

   

  
  

  Customer Information:

  
  

  Kristy *****

  
  

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

  
  

  Daytime Phone: ###-###-####
  E-mail: ***********************
  

  
  

   

  
  

  The details of this matter are as follows:

  
  

   

  
  

  Complaint Involves:
  Refund Or Exchange Issues 

  
  

   

  
  

  Customer’s Statement of the Problem:
  
  
  
  MRA PMI is the HOA company that manages Deer Trace Community in Owings Mills, MD. I owned the townhouse at 4936 Lockard Drive and paid $63 per month in HOA fees. MRA PMI collects those monies.
  I sold my residence at Lockard Drive on May 19, 2023. On June 1, 2023 another HOA payment of $63 was deducted from my account.
  I spoke to the representative at MRA PMI and was assured I would receive a reimbursement for the $63. To-date, I have not received any money. I have emailed 3 times and have called a couple times with no response.
  I am asking for help because I do not believe they will reimburse me.
  For example, at my closing, they tried to collect the same money from me & the new home owner- basically collecting two fees. They were unethical did not plan to correct it until I found the discrepancy and demanded it be corrected. I was told by MRA PMI that it was up to me to say something, not for them to keep up with the payments. That is why I do not feel they will follow through.
  
  
  
  
  
  
  
  
  
  
  
  Desired Settlement:
  Refund
  
  
  
   
  

  
  

  
  

  Bureau Response

  Date: 07/12/2023

  Kristy *****
  
  **** ******* ** *** **
  *********** *** *****
  
  
  
  
  
  Dear Kristy *****:
  
  
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 7/11/2023 against MRA Property Management, Inc..  Your complaint was assigned ID ********* 
  
  
  
  Now that I have filed, what is the next step?
  
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  
  
  What if I do not agree with the response from the business?
  
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  
  
  What happens if a business does not respond?
  
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  
  
  Sincerely,
  
  
  
  

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  
  Phone: ###-###-####

  Business Response

  Date: 07/13/2023

  Homeowner set up how she chose to pay her HOA dues.  Homeowner signed up on Smart Street and created your own username and password.  MRA has no control over an account that you created.  When you called here in June we were kind enough to assist you with and account that you created.  We put in a ticket with Smart Street and they returned the funds. You are also welcome to contact Smart Street if there is an issue.  You signed up to pay your fees through them.  You did not have ACH debit through our office where we can control it.  

  As for settlement, MRA is not a part of that.  If there was a discrepancy you would need to speak to your title company.  

  Bureau Response

  Date: 07/17/2023

  Kristy *****
  
  **** ******* ** *** **
  ************* *****
  
  
  
  
  
  Dear Kristy *****:
  
  
  
  This message is in regard to your complaint submitted on 7/11/2023 against MRA Property Management, Inc..  Your complaint was assigned ID *********  

   

  
  

  BBB has received a formal response
  from MRA Property Management, Inc.. We ask that you review the response and understand that BBB
  is here to assist both parties in reaching a fair and reasonable resolution.

  
  

  
  

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  
  

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  Sincerely,

  
  

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  
  Phone: ###-###-####

  
  
  
  MESSAGE FROM BUSINESS:
  
  
  
  

  Homeowner set up how she chose to pay her HOA dues.  Homeowner signed up on Smart Street and created your own username and password.  MRA has no control over an account that you created.  When you called here in June we were kind enough to assist you with and account that you created.  We put in a ticket with Smart Street and they returned the funds. You are also welcome to contact Smart Street if there is an issue.  You signed up to pay your fees through them.  You did not have ACH debit through our office where we can control it.  

  As for settlement, MRA is not a part of that.  If there was a discrepancy you would need to speak to your title company.  

  Customer Answer

  Date: 07/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I never received the money. The fact that MRA PMI uses a third party to collect funds on their behalf, is not my responsibility to go through that third party. MRA PMI is the recipient of the funds, no matter how it is collected. 

  It is their responsibility as the HOA management company to make sure I am reimbursed. This has nothing to do with the settlement company. This money was taken AFTER the sale of the property!
  
  
  
  Sincerely,
  
  
  
  Kristy *****

  Bureau Response

  Date: 07/17/2023

  Noreen ******
  MRA Property Management, Inc. 
  

  **** ******** **
  ******** ** *****
  
  
  
  
  
  Dear Noreen ******:
  
  
  
  This message is in regard to a complaint submitted to the BBB about your business on 7/11/2023 by Kristy *****.  This complaint was assigned ID *********
   
  
  Why am I receiving another letter regarding this complaint?
  
  We recently received additional correspondence from the consumer in the above-referenced case.  The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.
  
  
  
  How do I see the new information?
  
  If received via email the fastest and easiest way to view and respond to the complaint is to use the link on the left.
  
  
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: ***************

  
  What should I include in my response to the consumers rebuttal?
  
  Please respond to the additional information that has been provided by the consumer.  If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence.  Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  
  
  In the interest of time and good customer relations, please respond within 5 calendar days.
  
  
  
  
  How many more times will I have to respond to this complaint?
  
  We appreciate the response you have already provided and our goal is to minimize back-and-forth communication.  The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification.  By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward. 
  
  
  
  Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.
  
  
  
  We look forward to your prompt attention to this matter.
  
  

  Sincerely,

  
  

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  
  Phone: ###-###-####

  
  
  MESSAGE FROM CONSUMER:
  
  
  
  

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I never received the money. The fact that MRA PMI uses a third party to collect funds on their behalf, is not my responsibility to go through that third party. MRA PMI is the recipient of the funds, no matter how it is collected. 

  It is their responsibility as the HOA management company to make sure I am reimbursed. This has nothing to do with the settlement company. This money was taken AFTER the sale of the property!
  
  
  
  Sincerely,
  
  
  
  Kristy *****

  Bureau Response

  Date: 07/24/2023

  Noreen ******
  MRA Property Management, Inc. 
  

  **** ******** **
  ******** ** *****
  
  
  
  
  
  Dear Noreen ******:
  
  
  
  This message is in regard to a complaint submitted to the BBB about your business on 7/11/2023 by Kristy *****.  This complaint was assigned ID *********
  
  
  
  Why am I receiving another letter regarding this complaint?

  
  

  This is a reminder that you have not responded to the consumersadditional correspondence in the above-referenced case.  The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.
  
  
  
  How do I see the new information?
  
  If received via email the fastest and easiest way to view and respond to the complaint is to use the link on the left.
  
  
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: ***************

  
  What should I include in my response to the consumers rebuttal?
  
  Please respond to the additional information that has been provided by the consumer.  If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence.  Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  
  
  In the interest of time and good customer relations, please respond within 5 calendar days.
  
  
  
  
  How many more times will I have to respond to this complaint?
  
  We appreciate the response you have already provided and our goal is to minimize back-and-forth communication.  The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification.  By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward. 
  
  
  
  Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.
  
  
  
  We look forward to your prompt attention to this matter.
  
  

  Sincerely,

  
  

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  
  Phone: ###-###-####

  
  
  MESSAGE FROM CONSUMER:
  
  
  
  

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I never received the money. The fact that MRA PMI uses a third party to collect funds on their behalf, is not my responsibility to go through that third party. MRA PMI is the recipient of the funds, no matter how it is collected. 

  It is their responsibility as the HOA management company to make sure I am reimbursed. This has nothing to do with the settlement company. This money was taken AFTER the sale of the property!
  
  
  
  Sincerely,
  
  
  
  Kristy *****

  Bureau Response

  Date: 08/14/2023

  Noreen ******
  MRA Property Management, Inc. 
  
  **** ******** **
  ******** ** *****
   
  
  
  
  Dear Noreen ******:
  
  
  
  This message is in regard to a complaint submitted to Better Business Bureau (BBB) about your business on 7/11/2023 by Kristy *****. This complaint was assigned ID *********
  
  
  
  

  Thank you for your recent response, however, your consumer has informed BBB that your response does not address their issue, therefore BBB has closed this complaint as unresolved.  An unresolved complaint may have a negative impact on your BBB rating.

  
  

   

  
  

  If you have any questions about this letter or complaint, or wish to provide a further response, please contact me.

  
  

  Sincerely,

  
  

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  
  Phone: ###-###-####

  
  
  MESSAGE:
  
  
  
  

  
  
  Complaint: ********
   
  
  I am rejecting this response because:

  I never received the money. The fact that MRA PMI uses a third party to collect funds on their behalf, is not my responsibility to go through that third party. MRA PMI is the recipient of the funds, no matter how it is collected. 

  It is their responsibility as the HOA management company to make sure I am reimbursed. This has nothing to do with the settlement company. This money was taken AFTER the sale of the property!
  
  
  
  Sincerely,
  
  
  
  Kristy *****

  Bureau Response

  Date: 08/14/2023

  Kristy *****
  
  **** ******* ** *** **
  *********** *** *****
  
  
  
  
  
  Dear Kristy *****:
  
  
  
  This message is in regard to your complaint submitted on 7/11/2023 against MRA Property Management, Inc..  Your complaint was assigned ID *********
  
  

  We regret to inform you that your Better Business Bureau's (BBB) attempt
  to resolve the complaint between you and MRA Property Management, Inc. has not been successful. BBB
  has exhausted our resources in this attempt and will be closing the case as unresolved. While this does not take care of your issue, BBB appreciates the
  time you took to inform us of your experience with this company.

  
  

  Your unresolved case will be reported on the company's BBB
  Business Profile for other consumers to access. 
  It will remain on their record for 36 months, our standard reporting
  period.  We will use it to note any
  trends or pattern of complaint activity and should one be noted, will forward
  our case notes to the proper regulatory agencies for their review and
  possible enforcement.  

  
  

  Thank you for using BBB's services.

  
  

  Sincerely,

  
  

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  
  Phone: ###-###-####