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:07/21/2024

  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 am a resident of *********** Condominiums. I have lived here 10 years in that amount of time my unit has been flooded multiple times. The water is sewer water coming from a faulty sewer pipe. I have had to pay multiple contractors, insurance deductibles and replace all damaged items just to have this happen again. Right now as we speak sewer water is leaks ng into my condo. I am in respiratory failure & need a liver transplant. In NO way is it safe to be in my own home. There are roaches and mold all throughout this building. They charge a HOA fee that is absolutely absurd. The engineer stood in my home & said it cost to much money to replace the old pipes. My neighbor is also dealing with this same issue in her unit. Anytime there is an issue with the leaks they put a band aid on it and walk away. There are used condoms all over the parking lot, used needles, empty liquor bottles etc.This is HOA should be investigated. Most of everything on the website is false. We have no pool in 11 years. Trees hanging into *****. Buildings are infested with roaches. They are not *** compliant. No 24hr maintenance. They cleaning crew cleans the tile floors with a household steam cleaner. It's all about saving a dollar not improving these buildings.

  

  Business Response

  Date: 08/01/2024

  The unit above your unit had a faulty wax ring on the toilet that caused the leak.  ****** went to the unit and determined what it was.  He visited the source unit but was unable to gain entry for repair.  The Manager called and emailed the owner of that unit who also lives in *********** in another unit.  No response to the email, and when the Manager called, it was the homeowner who answered pretending to be the sister.  The ManaI explained the situation and the urgency of getting into the unit.  She said that she would tell her sister (the owner) and have her call the Manger.  After no call that day the Manager called the next day, no response and another email was sent. 
  
  ****** was instructed to work with the tenant of the unit whom he said he knew to gain access and repair the toilet.  Repairs were eventually performed by a contractor that the unit owner must have called and the resident of T3 enquired about repair of the unit.  The Manager explained that he would have ****** fix it and it was suggested that ****** was not the person she wanted to repair the ceiling, that she would have her contractor do it.  This is all a bill back to the source unit, so the Manager asked the resident in an email to provide a COI and W9 of the contractor.  
  
  The Manager has spoken to ****************** a number of times and has always been understanding of her situation and ready to help.  Items that she lists as far as roaches, the pool, and alleged items on the property are all old business.  Fact: there is no 24-hour security, they leave between midnight and 2am.  We will look into the equipment used by the cleaning contractor. Please note, service changes and contractor changes can only be approved by the Board of Directors, not management. We will relay your concerns to the Board of Directors.   
  

  Customer Answer

  Date: 08/17/2024

  Good Evening, 

  In regards to this case, it has not been handled nor resolved. I have spoken to the county of ********************* as well as the town of *********** and inspections will be happening. I have also reached out to news channels to share my story as well as many other residents here. I have not responded to the HOA'S comment because it is lies and I have been advised to seek legal services to help resolve this. The living conditions in this community are utterly deplorable for the amount they charge in HOA fees. They have been caught stealing funds and misusing funds in the past. I also am choosing not to respond to the property manger because he only answers emails at 2am and some of us require sleep. I have all the past damages reports from my unit clearly stating that it was ABOVE sewer water coming into my unit. If the BBB would like any information on this I am more then willing to speak or email with someone. I am open to any advice. 

  Thank you, 

  ***************************;

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

• Initial Complaint

  Date:01/13/2024

  Type:Sales and Advertising 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.

  My husband and I were the fifth home to settle in the **** Brothers *************************** community. Our outgoing HOA is Comsource Management AAMC. I have had multiple email exchanges with the Vice ********** *********************** all of which I have saved. On 1/2/2024 ************** contacted some (but not all) homeowners in the *************************** community to notify of the first *************************** Board Meeting that would take place on 1/10/2024. His notice was sent out by ************************************* My complaint is that neither myself nor my husband, who has also previously been included on email communications with ************** regarding our property in the *************************** community, received any email notice of this initial HOA meeting. Because of the lack of notice, neither of us was able to participate in the 1/10/24 meeting. We missed out on the opportunity to hear vital information re: our community, and were not able to address important questions and concerns that we have re: the turnover process from a Comsource-run HOA to our homeowner run HOA. I would also like to note that more than 2/3 of the currently settled homeowners in our community failed to receive any email or written notification of the meeting to be held. Comsource Management AAMC failed in its fiduciary duty - to act in good faith to promote the best interests of the entire settled *************************** ***. If no recourse is received from Comsource related to this complaint, I will seek the assistance of the State **************************** and the ******** Attorney General.

  

  Business Response

  Date: 02/22/2024

  Thank you for reaching out. We reviewed the distribution list on the date of the notice, and it seems that the notice was sent only by email. The five owners that were not registered in our online portal did not receive the notice. When an owner is not registered in our portal a copy is mailed to that owner. We apologize for the oversight. If you have not registered in our Sourcelinik portal, please contact ***************************** at ************ and she can assist you with the process. There was no substantive discussion during the meeting which was attended by three of the twenty homes that were registered in our portal. There was only the announcement that the turnover meeting would be scheduled in the March/April time frame. The Call for Candidate has been sent via email and **** to all owners of record. The deadline for returning the candidate form is March 13. 

  We apologize for the oversight, any questions you were planning to address during the meeting can be emailed to ******************* at *********************************. 

  
  

  Customer Answer

  Date: 03/07/2024

  [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. 
  
  Regards,
  
  *******************************
  
  

• Initial Complaint

  Date:08/24/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged a total of $237 by Comsource: $35 for by-laws that were not provided by Comsource, $35 for a Condo declaration that was not provided by Comsource, $30 for the reserve study that was not provided by Comsource, and $20 for "other document", which was a statement by the Comsource building manager that I was missing a lightbulb in my dining room chandelier.

  

  Business Response

  Date: 09/20/2023

  Thank you for reaching out to us. My understanding is that there were multiple pages on her the resale disclosure packet that stated "this page was intentionally left blank". I looked into it, and this resulted from multiple files being combined in 1 document. Namely, the Bylaws, Amendments, and Rules and Regs are all part of the Declaration file. Therefore, rather than including duplicate files, the latter sections reflect as blank pages. The documents outlined in your complaint were provided as one document rather then individual documents. 

  This was already addressed with the Complainant and the response was also provided to the Board of Directors. At the time, the Board advised the Manager that he adequately addressed the issue.

  Customer Answer

  Date: 09/22/2023

  [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:
  There was no reason to charge me $20 for a statement by the building manager that my chandelier was missing a light bulb. This was supposed to have been a disclosure of any violations of the Virginia condominium act. That was not provided. I will look into the statement, but I should at least get a minimum of a $20 refund.
  
  Regards,
  
  *******************
  

  

  Business Response

  Date: 09/25/2023

  Although this work was performed. In the spirit to resolve this matter, we will process a reimbursement to you in the amount of $20 for the light bulb replacement.

• Initial Complaint

  Date:08/01/2023

  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.

  This dispute is related to property located at **** ***** ****, Elkridge, MD ***** for late charges on HOA dues to ****** ****** ****** Community Association. The HOA has outsourced HOA dues collection to ComSource. This property is owned by my mother in law (********* *****) and she has authorized me to manage on her behalf. She had received a letter from a debt collector a couple of weeks ago informing her that she had outstanding HOA dues at the said property. They sent a bill including late charges/interest/attorney fees for a total of $1741.21. My balance is $836.94. My issue with this action is that this was the first time we heard of any arrears on our account. We had set up automatic payments on ComSource’s website 2 years ago which were deducted every quarter. Apparently HOA dues had increased yearly for the last 2 years, and we had started to accrue a balance as the automatic payment was not paying the dues in full. Comsource, at any point did not; - notify us of yearly HOA dues increase - send any form of communication (letter/email/phone call) to notify us of payment due or balance on the account. In communicating with the debt collector (********* ***** **********, LLC Attorneys at law), they informed me that this responsibility rest on the homeowner, that Comsource had done their due diligence and communicated this with the homeowner. I’ve asked them of any proof of notification/reminder/notice sent to us regarding this and they have failed to do so. We had been paying HOA dues all along, but simply were unaware of HOA dues increase. This could easily have been resolved with a simple email when the account first became overdue (as most businesses would do). In addition, most businesses would allow automatic payments to pay the full bill due. In speaking with Comsource, they made me aware, now, that the automatic payment option on their website only pays the amount that is entered and hence the underpayment.

  

  Business Response

  Date: 08/01/2023

  The ****** ****** HOA sends a letter to each owner after the annual budget is approved and the quarterly fee changes each year. It is the Owner responsibility to change the amount of the quarterly fee on their portal account. Comsource does not have access to make financial changes to an Owner account. I have attached the letter sent after the 2023 budget was approved and the fee changed. Each month there is a balance on the account, a reminder slip is mailed to the Owner. When an account becomes significantly delinquent, it is turned over to the Association Attorney for collection. 

  Customer Answer

  Date: 08/04/2023

  [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: I have not received any letter/coupons from ComSource. Please understand that we have been making payments all along, unfortunately the wrong amount because of annual increases. The intent was never, NOT to pay the HOA fees. Had I received notification at any time, I would have updated the payment amount. In addition, I would expect notification prior to sending my account to a debt collector and allow me the opportunity to clear the account. This was never done. Now I have been assessed legal/attorney fees as well. Agree with homeowners accountability to pay the correct amount, but there needs to be due diligence on the business side as well to provide an opportunity to their customers to perform corrective action. I have offered to pay any outstanding due on the account + late charges of $60 that have been assessed over the past few months. I accept that as homeowners responsibility. I should not be assessed legal fees because ComSourrce has a responsibility to alert their customers of possible action before an account is sent to a debt collector. 
  
  Regards,
  
  ***************************
  

  Customer Answer

  Date: 08/09/2023

  I am rejecting this response because: I have not received any letter/coupons from ComSource. Please understand that we have been making payments all along, unfortunately the wrong amount because of annual increases. The intent was never, NOT to pay the HOA fees. Had I received notification at any time, I would have updated the payment amount. In addition, I would expect notification prior to sending my account to a debt collector and allow me the opportunity to clear the account. This was never done. Now I have been assessed legal/attorney fees as well. Agree with homeowners accountability to pay the correct amount, but there needs to be due diligence on the business side as well to provide an opportunity to their customers to perform corrective action. I have offered to pay any outstanding due on the account + late charges of $60 that have been assessed over the past few months. I accept that as homeowners responsibility. I should not be assessed legal fees because ComSourrce has a responsibility to alert their customers of possible action before an account is sent to a debt collector.
  

  I received a notice from ComSource yesterday of assessments due. This is the first time they have sent me a notice alerting me of balance due, in the last 2 years. As mentioned before, I'm agreeable to paying the balance with late charges as noted on the bill to the amount of $922.22. 

  

  Business Response

  Date: 11/07/2023

  I have attached copies of late notices that were sent to the Owner.

• Initial Complaint

  Date:02/14/2023

  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.

  ComSource has broken the bylaw agreements of the ***** ***** **** Townhome HOA multiple occasions. The property manager ******* ******, has failed to provide simple maintenance to the common areas on multiple occasions. 1) 3 months to make a trash collections call 2) 7 months to replace a slide on our community park - ******* has failed to produce a receipt or meeting minutes where the slide replacement was approved. My initial out reach regarding the slide started in October of 2022. It is now February 2023. On multiple occasions, I have received errant invoices for dues I do not owe, I have been put into collections before I even received a phone call from ComSource, our community park has had a broken slide for 6 months now. Time and time again, ComSource has failed to do even the most simple tasks. my request - stop sending me harassing notifications of late accounts when my account is up to date, fix the slide that has been broken for almost 7 months now, and resign as the property management company of the HOA.

  

  Business Response

  Date: 03/07/2023

  Thank you for reaching out. I have discussed your issues with the Manager. As you may know, the slide was damaged during the tornado event in August of 2022. The Association had to wait for the insurance to pay for the slide replacement, but it was eventually approved at the November meeting, and the slide will be installed in April. I have attached the meeting minutes and the contract that was signed. Regarding your account, You paid your account in full, including legal fees, in December 2022.  At the end of December you had a zero balance.  No payment was received in January, you paid February on 2/1/23 and no payment so far in March.  So right now you have a balance of $154.00 which represents the two months.  See account history attached.

   

• Initial Complaint

  Date:12/27/2022

  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 the night of 12/26/2022, *************** towed my car out of my assigned lots with the reason of double parking. The 2 parking lots are assigned to me and I park my car within that two parking lots and it does not block any cars. I have my own reasons to park in this manner. When I tried to talk to the property management, *********************, she had very bad attitude and refused to listen to my reason but enforced the law. What is the kind of the law when it does not specify clearly about parking lot? I dont understand why I am not able to park car as the way I want in the lots that I am paying for. Meanwhile, some people park in the fire lane and even block my driveway but no tow company appears.

  

  Business Response

  Date: 01/16/2023

  Thank you for your concern regarding a recent tow of your vehicle. The vehicle was towed from your assigned space due to the car being parked across the lines taking up two spaces. I have attached the **** ***************** parking rules which outlines this violation and subject to towing. The Association treats all violations seriously and is very delinquent on enforcing all rules and regulations adopted by the Community. You are welcome to appeal the towing the the *****************  Board of Directors, c/o Comsource Management, Inc. **** *********** *****, Olney MD ***** to the attention of ********************