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:04/20/2024

  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.

  Metropolis manages our HOA. On April 1 2023, our monthly *************** were increased from $100 to $102. At the time, we had an automatic payment set up for $100 each month. The online payment site was difficult to find, difficult to navigate and overall non-user friendly, so I wrote a check in the amount of $24 to cover the 12 months of $2 per month increase. The check was cashed, but when our June invoice came, it showed a $6 balance due. I reached out to Metropolis via email, and received word that they would look into it. When the July invoice came, the balance owed was $8. I reached out again, was again told they'd look into it. This continued on for the past year. On April 1 2024, the monthly dues were once again raised, to $107. This time, I located the payment website and changed our monthly automated payments to $107. I just received our invoice and it shows a $24 debt owed. In a year's time, they still have not located where they put our $24 after cashing my check, and are still responding that they're "looking into it".Email chain and photos of the front and back of the cashed check are attached.

  

  Business Response

  Date: 05/24/2024

  Dear Sir or Madam:
  
  We received notification from your office that complaint ID ******** was filed against our organization regarding an account concern.  Per our review of the complainant's $24 payment with their association's bank, the check was made payable to the incorrect managing agent.  As such, we were delayed in locating the payment until recently.  After contacting that agency, the payment was forwarded to our office and posted to the account.  Due to the complainant's error in addressing their payment, it is our position that there was no past or present negligence on our part.  As such, we request that your office close this complaint at your earliest convenience.

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair 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.

  Metropolis is the hired condo management company overseeing AO. Several attempts have been made to contact ********************************* (property manager) to get rotted wood with a large hole replaced on the exterior balcony of my condo unit. (Picture attached) The exterior of the building is maintained by the management company and they have been negligent on getting this repaired. I attended a Zoom *** meeting on 9/20/2023 and addressed the issue directly with ********* and the *** board members. I followed up with ********* via email on 10/8/23; 1/16/24; 2/8/24; 2/9/24; 3/30/24; and today 4/15/24 via phone call and BBB complaint. A woman receptionist at Metropolis stated that someone would contact me today regarding the repair and unfortunately no one has yet to reach out. In the past 7 months, Metropolis has not repaired nor made contact with me regarding any attempts to repair the damages. I am in the process of contacting my homeowners insurance company regarding the management company's bylaw repair violation so that an insurance agent can assess the damages. I am hiring an attorney to handle property damage claims and insurance premiums effected by this. My expectation is that the repair is completed this week in order to avoid further penalties against Metropolis and further property damages to my unit.

  

  Business Response

  Date: 05/24/2024

  Dear Sir or Madam:
  
  We received notification from your office that complaint ID ******** was filed against our organization regarding a balcony repair.  Our records show that we contracted a vendor to address repairs.  While the vendor advised that work would be done, they unfortunately did not complete the work.  Our agent acknowledges not having followed up to confirm the work was completed.  As such, we were not made aware of the outstanding repairs until the complainant contacted our office again.  We apologized for our error and dispatched a new vendor who completed repairs on April 22, 2024.  As such, we consider this concern resolved and request that your office close this complaint at your earliest convenience.

  Customer Answer

  Date: 06/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  The balcony was repaired in April after my BBB complaint.  I appreciate the prompt response in BBB/Metropolis/and the construction company for getting the matters resolved so quickly.
  
  Regards,
  
  ***************************
  
  

• Initial Complaint

  Date:03/05/2024

  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 pay my condominium monthly assessment fees via EFT direct to Metropolis. The condominium association has increased fees this year which is fine ($395), but Metropolis has been withdrawing significantly higher amounts than the condominium assessment fee ($547) for one of my apartments. I attempted to contact them in February, which was very difficult as they do not answer their phones. Instead they have an automated answering service that loops and never gets you to a representative. I did finally speak to a representative in their call center in the *********** and also sent several emails. I received an email response that the amount that was taken out of my account was not showing in their bank statement. Then, a few days later they sent me a message confirming the incorrect amount had been posted to their account, but no further communication on what happened and why, nor what they were doing to fix it. I sent an email response asking for it to be rectified and for a refund of the amount they incorrectly took from my account. No response, no refund. They have not fixed the issue and have withdrawn the incorrect amount again this month. This can only be fraudulent activity at this point as they are fully aware of the problem.

  Customer Answer

  Date: 03/11/2024

  Metropolis has refunded the two incorrect amounts.  However, they have not communicated that the problem has been resolved and will not occur again.

  

  Business Response

  Date: 04/26/2024

  Dear Sir or Madam:
  
  We received notification that complaint ID ******** was filed against our organization regarding a billing issue where the complainant's account was being charged significantly more than their condominium assessment.  The complaint claims that our organization directly withdrew funds, which is incorrect.
  
  When a homeowner chooses to make automatic assessment payments, the same is set up directly through the bank used by their ****************** ********* collects the fees itself and directly deposits them to the Association's operating account.  ******** then sends us a report of payments they have received, which we then post to each account.
  
  Our only role in this process is posting the payment activity, not managing their receipt or application.  In short, the complainant is referencing our post of the bank's incorrect withdrawal from their account.  That said, we reached out to the bank after being made aware of their error, and the account was correctly debited moving forward with adjustments made to the statement as appropriate.
  
  Given the above, it is our position that the above complaint does not represent any past or present negligence on our part, and we request that your office close this complaint at your earliest convenience.

• Initial Complaint

  Date:01/26/2024

  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.

  This company was hired by the *** board without approval and discussion from the homeowners. When homeowners try to reach out and ask questions they do not reply and ignore all questions. They fail to provide documents on a timely basis which cause financial problems.

  

  Business Response

  Date: 02/20/2024

  Dear Sir or Madam:
  
  We received notification that complaint ID ******** was filed against our organization.
  
  Firstly, the complainant expresses concern regarding their HOA Board's decision to appoint us as their new managing agent 'without approval and discussion from the homeowners'.  While we cannot verify this claim, we note that it is ultimately at a Board's exclusive discretion which agents and vendors will be appointed to provide services to their association.  A Board will normally consider multiple bids for any given service and use their best judgment to make a decision they believe best services their community's needs.  Some Boards may choose to involve their community in the vendor selection process even in the common event they are not required to.  We cannot compel a Board to approve our contract without their community's feedback, nor did we attempt to do so in this case.  As such, we believe this concern misattributes the complainant's apparent disagreement with their Board's process with our company, and is therefore inapplicable.
  
  Secondly, the complaint claims that we 'ignore all questions' when homeowners reach out, and that we 'fail to provide documents on a timely basis which cause financial problems'.  Our policy is to respond to all correspondence from community members within 48 hours or as soon as possible, at which we are generally successful.  That said, our records show that this unit has not made any contact with our office since our assuming management of their community.  Furthermore, the community's most recent financial report shows a substantially positive net income in both operating and reserve funds.  Finally, we note that certain documents bear additional requirements prior to their provision, or may require redaction, or may be declined on the grounds of protecting confidentiality.  In the event the complainant requested documents in this category, such restrictions could apply.  Again, our records show they made no such request.
  
  Given the above, it is our position that the above complaint does not represent any past or present negligence on our part, nor do we believe the concerns raised honestly represent our conduct.  As such, we request that your office close this complaint at your earliest convenience.

  Customer Answer

  Date: 02/29/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21205225
  
  I am rejecting this response because:
  
  1) They talk about the board yet did not do their due diligence to ensure the board was operating on good faith with the community and were in fact elected by the members of the community. This can be also be said about the election of 2 members in December while there was not a minimum requirement by either HOA or State rules/law. 
  

  2) The company mentions that we have not reached out to them when I have been in touch or attempt to get in touch since December 2023. There are over 30 homes trying to get in touch with this company about their lack of communication. 

  3) The company cannot deny any homeowner request at looking at said documents since again it is within their rights based on HOA/State laws. 
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:10/06/2023

  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.

  Do not, under any circumstances, use this company to manage your community. Our homes are now in jeopardy because very bad and possible illegal actions were made by this company that are now leading to possible liens on our homes and a lawsuit. They seem very corrupt. There have been multiple issues throughout our community that they simply ignore as well.they collect their pay check but do not make the necessary repairs or routine safety checks and maintenance on our buildings.we suspect they may have also stolen money from our accounts or it was mis-spent.they do not care about communities only using them and milking them dry till the community is destroyed. Im not one to exaggerate and this is the first time Ive been moved to write a review in BBB. Now that my home is in jeopardy, I want to see them pay for what theybe done, and at least stop managing us.

  

  Business Response

  Date: 11/02/2023

  Dear Sir or Madam:
  
  We received notification from your office that complaint ID ******** was filed against our organization regarding community maintenance concerns and allegations of financial indiscretion.  We note that an Association’s Board regulates how their community is managed, to include approval of expenditures for common area repairs.  As the Association's agent, our role is to solicit proposals for work, obtain and issue recommendations, and provide general assistance to help confirm the viability of a project.
  
  The decision to proceed with a project is also impacted by the Association's financial situation.  We note that the complainant's community has a persistently high delinquency rate, which they have contributed to by frequently not paying their assessments in a timely manner.  We've attached a copy of their account statement showing their payment history and significant outstanding balance as of November 1, 2023.  This issue effectively limits the Board's options with regard to common area maintenance, leaving room for only the most critical work.  To that end, the Board approved a contract for stair repairs to satisfy a requirement from the County, as failure to do so would result in the buildings being declared condemned.
  
  Their delinquency rate has also caused a capital infrastructure partner to terminate its agreement with the Association.  Despite this setback, we've worked with their Board to steadily lower delinquencies and better position the Association to be approved for a major loan.
  
  While it is apparent that the complainant disagrees with their Board’s decisions, the allegations made in this complaint regarding our organization’s size motivations and character are entirely false, inappropriate, and irrelevant to the actual concern raised.
  
  In light of the information provided above, it is our position this complaint does not reflect any prior or present negligence on our part.  As such, we request that your office close this complaint at your earliest convenience.

• Initial Complaint

  Date:05/10/2023

  Type:Service or Repair 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 receiving a parking fine for a technical issue with the operators website. When attempting to register my vehicle with a 2 letter license plate the website will reject the plate and consider it invalid. Therefore, I was unable to proceed with registering my car. After receiving a fine in the mail I contacted technical support and they will not acknowledge there is an issue and denied my claim. I have asked support twice to show me how to add my license plate with no explanation. Now I'm being forced to pay a fine for their own website issue.

  

  Business Response

  Date: 05/15/2023

  Dear Sir or Madam:
  
  We received notification from your office that complaint ID ******** was filed against our organization regarding a parking fine allegedly billed due to an online vehicle license registration issue.  We note that we are a property management organization serving residential HOAs and condominiums.  Our organization does not offer online vehicle registration services, nor do we manage such a database, nor do we have any record of correspondence from the complainant's email or phone number.  It appears this complaint was erroneously attributed to our organization, and it is accordingly our position this complaint does not reflect any prior or present negligence on our part.  As such, we request that your office close this complaint at your earliest convenience.

  Customer Answer

  Date: 05/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  Date:02/21/2023

  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.

  We are given the privilege to be involved in your community. Given the opportunity to witness the success of your personal dreams, invited to attend and assist while we observe each and everyone's personal narrative. We are Metropolis. Founder/President: ***********************” This organization primarily operates in the Condominium Manager business. Why? Because there is no oversite from the state. It relies on the Board, of whom, Metropolis has over the years has convinced into taking a step back, thus allowing for them to have full control. This organization has been operating for approximately 37 years. Metropolis Condominium Management is estimated to generate $662,521 in annual revenues, and employs approx 5 people at this single location. How is that possible? They do the bear minimum to maintain the property. There is currently a huge sinkhole in front of my unit that they have refused to fix, claiming it is water damage thus is not covered by the association.

  

  Business Response

  Date: 03/22/2023

  Dear Sir or Madam:
  
  We received notification from your office that complaint ID ******** was filed against our organization regarding a sinkhole in front of the complainants unit.  We note that an Association’s Board regulates how their community is managed, to include approval of expenditures for common area repairs.  The decision to not action the complainants sinkhole concern was reached by their Board.  As their agent, we must ultimately follow their direction within the boundaries of local law and our management contract.
  
  While it is apparent that the complainant disagrees with their Boards decision, the allegations made in this complaint regarding our organizations size, revenue, and political motivations are entirely false, inappropriate, and irrelevant to the actual concern raised.
  
  In light of the information provided above, it is our position this complaint does not reflect any prior or present negligence on our part.  As such, we request that your office close this complaint at your earliest convenience.

• Initial Complaint

  Date:01/31/2023

  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.

  Metropolis Management Company on behalf of ******* ***** Homeowners Association in Baltimore, Maryland allegedly amended community documents in January, 2019, however; those documents were not release to mortgage holders in accordance to Maryland Law. I have made several requests for a true/final copy but have been unsuccessful. The only copy release to me upon request is marked "draft" and has not been approved/signed in accordance to previous/original community documents and Maryland Law. Metropolis/******* ***** Association continues to enforce alleged amendments by making threats and issuing fines against mortgage holders.

  

  Business Response

  Date: 03/22/2023

  Dear Sir or Madam:
  
  We received notification from your office at that complaint ******** was filed against our organization regarding an unfulfilled request for their community’s amended governing documents.  We note that the complainant has since been provided with the final version of their community’s guidelines that were filed with their County.
  
  The allegation that we and/or their Association enforced the amended documents “by making threats and issuing fines against mortgage holders” is apparently misinformed and misleading.  We again note that the amended documents were officially adopted by the Association and filed in the County repository making them binding.  Furthermore, it is a duty of an Association’s Board to enforce its community’s regulations.  As their agent, we support the Board as outlined in our management contract in pursuit of that obligation.
  
  In light of the information provided above, it is our position this complaint does not reflect any prior or present negligence on our part.  As such, we request that your office close this complaint at your earliest convenience.

  Customer Answer

  Date: 03/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The alleged amendments were not done in accordance to previous Bylaws and or Maryland Law. There's no record that the association obtained the required amount of votes from mortgage holders to pass the amendment.  Instead the Board took it upon themselves to pass the amendment.  Further,  there is no evidence to support such amendment were approved by Baltimore County.  
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair 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.

  We have been without hot water or heat from January 17th and today the 18th. The property manager says the plumbers are working on it. This is unacceptable.

  

  Business Response

  Date: 02/07/2023

  Dir Sir or Madam:
  
  We received notification from your office of a complaint regarding a plumbing issue that temporarily disabled hot water and heat at the complainants community on January 17-18, 2023.
  
  In reviewing our records, we discovered an underground leak several days prior and immediately dispatched a commercial plumber who worked very hard to get the pipe repaired, but the work took longer than expected.  During this time, the entire community was without hot water and numerous updates were sent to the community keeping them apprised of the status, with some even reaching out expressing appreciation for the constant communication from our very diligent agent.  The repairs were completed on the afternoon of January 18, 2023, and we began receiving emails from residents confirming their heat and hot water was restored.
  
  In light of the information provided above, it is our position that this complaint does not reflect any prior or present negligence on our part.  As such, we request that your office close this complaint at your earliest convenience.

  Customer Answer

  Date: 02/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:11/23/2022

  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.

  Property management company has not been responsive to issues requested. Several lights have been left to go out in buildings on ********* ***** in ********* ********. This has resulted in seniors complaining and danger to visually impaired residents. The gym we all pay for has been locked and unavailable for 5 months now. I have requested several times to have this repaired and nothing is being done. The property manager has been combative in public meetings and insulting to residents over email and verbally. Please help us restore some order to our community.

  

  Business Response

  Date: 01/04/2023

  From: ***************** <***************************************>
  Date: Wed, Jan 4, 2023 at 11:05 AM
  Subject: RFA ******: Complaint 18457670
  To: *********************** <***********@mybbb.org>
  
  Hi, *****:
  
  Regarding the fitness center being inaccessible:  Notice was sent to residents on September 28 that they would not be able to access this because, after completing the upgrade to the door entry system, we learned that the existing key cards held by each resident no longer worked to unlock the doors.  We had to wait until new key cards arrived, were programmed into the system and distributed to residents.  At the end of October, I began issuing the new key fobs to residents.  When I gave ************** his new fob, he informed me that he had been utilizing the gym with his old key card.  I told him we had recently discovered the lock was disabled on the gym door and anyone could enter at any time, that in fact his card was not unlocking the door because it was in a permanent state of unlock.  From **************** own words, he had been utilizing the fitness center during the month of October and while most residents believed it to be inaccessible, ************** knew this was not true for him.  We eventually got the lock fixed and then had an internet service issue that kept the fitness center inaccessible for a couple of weeks going into November but in no way was the center closed to anyone for 5 months.
  
  Regarding the lighting issues, I am aware of complaints made of exterior lighting.  This issue existed mainly because we were without our usual on-site maintenance person who was responsible for resetting the exterior building light timers.  I personally took on this task but it took me a few tries to get some of the buildings set correctly.  At the same time, ************** was complaining on social media about the interior hall lights (on the same timer system) not coming on early.  I personally walked to his building on multiple occasions and found the lights to be on during the time he said they were off. There were other interior lighting issues, specifically burned out light bulbs that did take longer than I felt necessary to get repaired but not having an on site person meant we had to rely on an outside contractor to perform the work. 
  
  I cannot speak to the emails ************** refers to.  I was in attendance at a meeting in September where a resident was very rude when asking about repairs to their unit.  The property manager,s first response was civil but the conversation went down hill from there.  Yes, the property manager could have handled it differently/better but it takes 2 people to argue (3 in this case as it was a husband/wife and the property manager).  I did not find it to be combative or insulting.
  
  I hope this helps clear up some of items in this complaint.
  
  

  Customer Answer

  Date: 01/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  It's complete fallacy. By their own admission the gym amenities were unavailable for the community. No one from the management company has come to our buildings, and only now that these complaints have been filed has anything actually been accomplished. The management company also forgot to pay some of our community bills resulting in a shutdown of our community internet service that controls the doors to the gym amenity.

  Overall, this has been an awful experience as a customer of this business, and my complaint still stands. 

  Regards,
  
  *********************