Complaints

This profile includes complaints for Tidewater Property Management, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tidewater Property Management, Inc.

  3600 Crondall Ln Ste 100 Owings Mills, MD 21117-2243

• 

  Tidewater Property Management, Inc.

  12200 Tech Road Silver Spring, MD 20904

• 

  Tidewater Property Management, Inc.

  8101 Coastal Highway 5 Ocean City, MD 21842

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:07/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a resident owner at ********************** in **************. The monthly condo fees are $305.07. Included in this monthly fee is hot water. They are finally replacing our long over and leaking boiler now that is broke beyond repair. 18 units are now without hot water for a total of 10 days and the property manager will not pro rate our monthly cost to reflect 33% of the month with no hot water. We are being forced to relinquish funds for services that are not being rendered

  Business Response

  Date: 07/09/2025

  We hope this message finds you well. We have received your complaint regarding the billing and collection issues, and I wanted to provide some clarity on the matter.
  
  The boiler replacement was originally scheduled for 7/28. Unfortunately, we encountered an emergency situation over the weekend, which resulted in the boiler being shut down for safety reasons. We promptly had two companies inspect the boiler to assess the possibility of making temporary repairs. However, both companies concluded that repairs would not be feasible or safe to get the boiler back in operation.Consequently, we managed to expedite the boiler replacement to the 16th, which was the soonest available date.
  
  Regarding your request for a billing adjustment, I would like to explain that condo assessments cover a variety of services, including repairs, electricity, and landscaping, among others. The water bill is only a small portion of the total charge, and as such, assessments cannot be prorated for specific services.
  
  We appreciate your understanding and patience during this time. If you have any further questions or concerns, please feel free to reach out.

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23570974
  
  I am rejecting this response because:
  That is bad business practice. Every other business compensates for loss of service. If my electric is out for 2 days the bill is lower. If my internet is out for 4 days, the monthly is adjusted. Expecting full payment and not providing full service is unacceptable.
  

  No excuse was necessary in terms of the boiler replacement. It was leaking when the property was taken over by tidewater and this is how long it takes. A full reflection of the earned 1.9 stars
  
  

  Business Response

  Date: 07/10/2025

  While we empathize with your position, we, as the managing agent, nor the Association, have the authority to waive any assessment amounts which may be due from owners.Additionally, the association does not collect assessments on a pro-rated basis for the services and budgeted amounts of what the assessments go towards. As per the governing documents for the association, and which your unit is obligated to, all assessments must be paid in full each billing period. For full details of the requirements, please review Section IX of the associations recorded Bylaws which can be found on the owner portal of our website which states, in relevant part thereof, Each Unit Owner shall pay to the Council,monthly, a sum equal to one-twelvth (1/12) of the Unit Owners proportionate share of the sum required by the Council It also further states No Unit Owner may exempt himself from liability for assessments Additionally, all association repairs and obligations are attended to as quickly as possible and within the abilities of the available contractors to make such repairs. If you have further concerns, you are welcome to attend a future board meeting of the association. We hope this information, as well as the information provided in direct communications with you prior to receiving this review, is helpful.

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23570974
  
  I am rejecting this response because:
  
  1/12th of what? There are 6 units per building times 3 buildings. So there are 18 units not burning heating oil for 10 days and you wont come off any money? This company is ******** and those meetings are as worthless as tidewater. Zero progress what so ever. Nice customer service
  

• Initial Complaint

  Date:06/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally request support and intervention regarding what I believe to be unlawful and unethical actions taken by Tidewater Property Management and its employee, Hunter Bowling, against me as a homeowner in ************, located in *************, *********Despite my full cooperation and documented payment plan approved by the ********************** of Directors (***), Mr. ******* unilaterally and without Board approval referred my account to collections. This referral has resulted in inflated attorney fees, reputational harm, and significant financial stress, even though I was in active communication with the Board and had committed in writing to pay my past due balance in full within two weeks.See the attached synopsis of issues with background ************* Grounds:These actions violate the intent and authority structure laid out under:-******************************* Act (Real Property Article Title 11B), which affirms that property -managers act under the direction of the Board, not above it;-Carters Cove *** Bylaws, which allow but do not require legal action against delinquent homeowners, and emphasize discretion and board governance;-Potentially Maryland consumer protection laws related to unfair debt collection practices and misrepresentation.Request for Assistance:I respectfully request that your office review this matter and assist in one or more of the following ways:-Intervene or mediate with Tidewater Property Management to reverse the unauthorized referral to collections;-Require Tidewater to waive ALL attorney fees and allow me to pay the *** directly;I have retained full documentation of all communications, including Board approvals, timelines, and all email threads. I am prepared to share this documentation with your office upon request.Thank you in advance for your time, attention, and any assistance you can provide to help restore fairness, transparency, and homeowner rights in this matter.

  Business Response

  Date: 06/25/2025

  This owner is a former Board member and the account in question is with the Association and not Tidewater directly. Tidewater is the managing agent and works on behalf of the Board. At the Boards direction, a temporary hold was previously placed on the account, and I communicated this to the collections department.
  
  That hold has since expired, and a final notice was issued on April 30th, providing a 30-day window to remit payment. The deadline for resolution was therefore May 30th.
  
  On the evening of Sunday, June 1st, the owner emailed the Board directlycopying meand requested that the account not be turned over for legal action. Two Board members responded agreeing to the owners request, while one did not.
  
  On Monday, June 2nd, I removed the owner from the email chain and raised the concern that making another exception could be perceived as preferential treatment, and that the owner should not be corresponding with the Board directly. The Board agreed and I informed the owner that the hold would not be extended.
  
  Despite this, the owner continued to contact the Board, expressing frustration.Ultimately, the Board reversed its position and agreed to allow the owner to pay. However, by that point, the account had already been referred to the Associations attorneyalso on June 2nd.
  
  The owner had ample opportunitymore than 30 daysto reach out regarding a payment plan but did not do so until after the deadline had passed. Deviating from established procedure on an ad hoc basis exposes the Board to potential claims of selective enforcement.
  
  As this account is now with the attorneys office, all discussions surrounding a settlement amount must be discussed with them directly as, per the Fair Debt Collection Act, we cannot do so until the account is paid in full and is reverted back to our office.
  
  We hope this information is helpful, but please let us know if we can be of further assistance.

• Initial Complaint

  Date:01/11/2025

  Type:Facilities 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.

  There is water in the lower hallway that is now growing mold. Also a dog in one condo has a dog that pees in the hallway before it can get outside. This has been reported to tide water and there has been no action or contact from them.

  Business Response

  Date: 01/15/2025

  Dear *****,
  
  Thank you for bringing your concerns to our attention. We take matters regarding the upkeep and cleanliness of the property seriously and are committed to addressing them promptly.
  
  Regarding the stain on the carpet in the lower level and the issue of a dog urinating in the common hallway that you reported on January 3, 2025, we appreciate your observations. Unfortunately, without further information about the unit responsible, we are unable to take immediate action to resolve the issue. However, we encourage all residents to be mindful of their pets and shared spaces, and we will continue to monitor the situation closely.
  
  On January 7, 2025, you also reported something growing on the door frame. We have taken steps to investigate this matter and are working with a contractor to evaluate and address the issue. While the selected contractor does not conduct testing, we are actively seeking other resources to ensure the situation is appropriately managed. Please bear in mind that such repairs and proposals must be approved by the Board of Directors before any work can commence. We, as the managing agent, do not have the authority to act on any matters without Board approval.
  
  We understand the importance of maintaining a healthy and clean environment for all residents. Should you or anyone else have additional information about the cause of these issues, please do not hesitate to share it with us so we can take further steps.
  
  Thank you for your patience and cooperation as we work toward resolving these concerns. If you have any additional questions or notice anything further, please feel free to contact us directly.

• Initial Complaint

  Date:11/21/2024

  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 required to pay tidewater property management $331 annually for the past 23 years until the final payment of 2025. I received a notice from them dated November 6, 2024 stating I owed $660.18 by January 1, 2025. The first time I called to find out why I owed a double payment. I was told because I had missed a payment. I asked for someone to let me know which year did I not pay. Someone was supposed to return my call for more clarification.I called again this morning because no one called me. My call was transferred.. Today I was told the payment was prorated because I did not pay anything for the first year I moved in which was December 31, 2003. Then it was stated I was supposed to keep up with my payments of which I did & don't understand why I owe 2 installments. Then I was told one payment was for 2024. The final payment is for 2025. I explained to them I am a senior citizen on a fixed income. Question was why were they just informing me I owe 2 installments by the beginning of the year. I don't understand why the rush if I'm still here making these payments each year & now the final has doubled. I've oftentimes have had trouble with this company.

  Business Response

  Date: 11/21/2024

  The complainant did not provide their property address, community name and/or account number which would allow us to research the owner's account, verify ownership, and provide a response. Please have them submit this information with their complaint.

  Customer Answer

  Date: 11/28/2024

  Tidewater property management never responded to me. 

• Initial Complaint

  Date:11/12/2024

  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.

  In October 2024, TideWater Property Management hired **** and **** to replace two staircases in front of my condo at ******************************************************************************** During this project, contractors removed the privacy wall divider between my unit and my neighbors. However, when the staircases were completed, the divider was not reinstalled. This missing divider has impacted the privacy and appearance of my unit, lowering its value and detracting from the overall look of the community.When I spoke to one of the contractors, they stated they hadnt been instructed to rebuild the divider. Despite repeated follow-ups with TideWater, no action has been taken to restore this important feature. attached you can find two pictures, one revealing how the wall divider looked prior to Tidewaters contractor taking it down and the second picture shows how it looks now. The wall hasnt been reinstalled, despite it being there originally. Desired Resolution: I am requesting that TideWater Property Management reinstall the privacy wall divider to restore my propertys original structure and value.

  Business Response

  Date: 11/14/2024

  Thank you for bringing this matter to our attention, and we apologize for the inconvenience youve experienced. We understand the importance of restoring the privacy wall divider and ensuring your property is returned to its original state.The maintenance ticket you submitted notifying us that the wall was not reinstalled was submitted on November 7th,and since then, we have contacted the Association's contractor for this project, to arrange for the installation of the wall divider as soon as possible. Our team is actively coordinating with them to ensure the work is completed promptly.

  
  Please feel free to reach out to us directly if you have further questions or if theres anything else we can assist with regarding this matter. We are committed to addressing your concerns and restoring your propertys appearance and privacy. Thank you for your patience and understanding.

  Customer Answer

  Date: 11/17/2024

   
  Complaint: 22541499
  
  Hello,

  Thank you for the update regarding the privacy wall divider. I appreciate your attention to this matter and your coordination with the Association's contractor.

  Could you please provide an estimated timeline or specific date for when the installation will be completed? This information would help me plan accordingly, as the walls absence has impacted both the appearance and privacy of my property.

  I look forward to your reply.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/21/2024

  The replacement wall was installed yesterday (see attached picture) and the painting will be scheduled soon. Should you have any further questions, please reach out to us directly. Thank you.

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22541499
  
  I am rejecting this response because:

  Thank you for the update and for installing the wall divider. I appreciate the recent progress, and I look forward to the painting phase.

  However, I have a serious concern regarding the service crews use of my electricity during this latest installation. Despite my repeated instructions in board meetings and prior communications not to use my outlet, my camera footage shows that the crew again connected their equipment to my electrical outlet during this work.
  During the initial staircase project in October 2023, my electric bill unexpectedly surged to $459.53 due to similar unauthorized use. Given the recent use of my electricity for this wall installation, I anticipate another significant increase in my November 2024 billlikely upwards of $250.
  Please find attached multiple photos showing the crew connecting their machines to my outlet. I will be invoicing Tidewater for these additional charges and request that all contractors be instructed to avoid using residents electricity in the future.
  Thank you for your attention to this matter.

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

• Initial Complaint

  Date:10/20/2024

  Type:Customer Service 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.

  Questioning as to why my wheelchair was violated as an "extra vehicle" and was also violated for blocking access to my own vehicle

  Customer Answer

  Date: 10/22/2024

  Wheelchair was vandalized on 10/17/24, the day after I emailed asking for an *** meeting regarding this violation. I did see the *** treasurer's husband directly touching my wheelchair when I went outside - yelled loudly  'You best leave that alone" and he walked away. Went inside briefly and came back outside (2nd trip packing car) and liquid was poured all over my wheelchair cover.(photos attached) When I called police to report the vandalism, I sent police report number to management company and ***, along with a 2nd request for a meeting regarding this violation. As of 11:30am, 10/22/24 I still have not received a response from the management company. Also, when police reports are sent to management company, they send out a "community lookout" email to the entire community about the incident. This is the 3rd vandalism report I have sent in to the management company with no response or a flat out denial it happened, and being told I made it up. (including a sexual assault on the property when the lights were broken). Police also stated that they do not usually take reports for the kind of vandalism I called in, but since I have had so many issues they were going to take it. It is Montgomery County Police Report number *********. Additionally, when I was making the police report I was riding in my wheelchair and within less than 50 feet my wheelchair began having mechanical issues for the first time ever. I tried to fix it, but could not see any connector issues so I swung it by the shop and they said something is definitely wrong with my wheelchair and it is unusable and considered dangerous until I return to the shop this Saturday 10/26/24 to have them look at it when they have time for an appointment. 

  Business Response

  Date: 10/24/2024

  The Complainant is the owner of a condominium unit in the ********************* (the "Condominium"), which is managed by Tidewater Property Management ("Tidewater") under contract.  As the management agent for the Condominium, Tidewater is charged with the responsibility of sending notices to owners/residents who violate provisions of the Condominium's governing documents (i.e., Declaration, Bylaws and Rules/Regulations).  The Complainant has the right to park/store her scooter within the confines of her assigned parking space.  However, despite that,she insists upon parking/storing said scooter in the general common element property adjacent to said parking space.  it is a violation of the governing documents to appropriate any portion of the general common elements for the exclusive personal use of an owner or resident. There is no reason why the Complainant could not comply with the governing documents.  Moreover,the **** as cited by the Complainant, is inapplicable to the Condominium because the areas of its property in question are not areas of public accommodation.  The Condominium is governed by the Fair Housing Act, but the Complainant has not requested any reasonable accommodation in excess of the permission she already has to park/store her scooter within the bounds of her assigned parking space.  Finally, the Condominium has not made any inquiry of the Complainant regarding her medical history or asserted disability.

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22443917
  
  I am rejecting this response because:
  10/24/24
  To whom it may concern,
  My apologies, however I cannot accept the reply on its face due to the attached items as well as the original violation. A much more appropriate response should be taken for the reasons listed:
  Violation issued does not list area where wheelchair is parked. Areas listed in violation that cannot be blocked are:
  Common elements other than designated open parking space
  The access lane is in my parking space
  Previous owners have parked in the lanes consistently as I just changed to this parking space and previous owner had an extra-large truck (dual axle)
  Grass or landscaped area
  Designated emergency snow removal area
  Designated fire lane
  Blocking a fire hydrant
  Parking in such a manner as to obstruct vehicular traffic or access to another residents parking area
  Violation states it is not a parking space for scooters, bikes or other vehicles
  Vehicle is a wheelchair under ********************************** went into effect 3/15/11
  Notice was a Cease and Desist from parking more than three (3) vehicles anywhere in the ***************** Lot, threatening failure to comply with seizing my wheelchair or my car,
  I own one car
  I own one wheelchair
  There is no 3rd vehicle on the lot as proven by my MVA Registration status (uploaded)
  Kia Soul is listed
  Honda NSS250 suspended because I keep forgetting to turn in the tag, vehicle was sold to out of state owner months ago
  Jayco Trailer listed with Expired Registration went to my ex-husband in the divorce. He apparently never had it re-titled.
  Threatening the seizure a wheelchair is a violation of the Retaliation or Coercion section of the ADA
  Threatening, intimidating, or interfering with an individual with a disability who is seeking to obtain or use the goods, services, facilities, privileges, advantages, or accommodations of a public accommodation; 
  Retaliating against any person because that person has participated in any investigation or action to enforce the Act or this part. (there is an open case with the **************************)
  I am unable to load and unload wheelchair daily from my vehicle
  Response from Tidewater states The Complainant has the right to park/store her scooter within the confines of her assigned parking space.  However, despite that, she insists upon parking/storing said scooter in the general common element property adjacent to said parking space.
  Insisting denotes that I have been asked to move it at any time in the past which I have not
  Wheelchair does not fit into said confines safely
  Respondent further states There is no reason why the Complainant could not comply with the governing documents. 
  This assumes knowledge of my disability and a medical background that can assert disability or not
  Governing documents were not broken, see answer 1
  Request for meeting to discuss with the board has not been answered
  Other police reports have been submitted to Tidewater in the past discussing vandalism at my property with no response from the management company or ***
  Current police report for Wheelchair Vandalism is ********* (Montgomery County Police)
  Have 2 past police reports that were submitted regarding vandalism and attacks. I was never responded to (both *****************)
  2100243761
  P2100236991
  Previous requests for parking accommodations have been denied and medical records have, in fact, been requested numerous times despite respondents insistence that it has not
  Referring to attached email RE: No parking & no deliveries 5/20/24
  Told inaccessibility is a brief inconvenience
  Was told not having access was to make a sacrifice
  Referring to attached email RE: Maintenance request updated 10/23/23
  Medical documentation from [my] medical provider(s) to attest for a physically modified parking space
  Request for documentation was after permanent parking permit had been issued and copy of placard provided to Tidewater
  Refer to attached email E-70 Copy of original work ticket 6/15/23
  Page 4 ***** ****** 5/11/23 request for my sons medical records in order to accommodate his needs
  Multiple doctors stated to me that it is the duty the *** to draft letter for a doctor to sign as they are unable to understand what exactly it is that they need or may need in the future without revealing too much information.
  I listed our disabilities, however they continued to deny they exist without said medical information
  Page 5 please refer to *** ****** stating regarding households disabilities that
  you cant just make it up as you go
  Rights are being demanded
  The request for my and my sons medical records were not a debate
  Sincerely,
  
  **** *******

  Business Response

  Date: 10/25/2024

  Tidewater is the contracted management agent for the condominium association where the Complainant resides.  Insofar as the subject matter of the Complainant's initial complaint and subsequent response pertain to the interpretation and enforcement of the restrictive covenants and rules governing the Condominium, Tidewater, as the Condominium's agent, has no authority to make independent decisions regarding those matters. Rather, those decisions are made by the ******************* of Directors.

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22443917
  
  I am rejecting this response because:

  Tidewater Management Company clearly stated on the violation that it was a member of the management company that cited the violation. See attached violation, clearly stating on the first line of the 2nd paragraph "Recently, Management observed the following conditions that exist concerning the above referenced unit". If the citation had to go through the board, then it was sent to them by the management company per their own admission. 

  And again, they violated the *** and cited me for blocking my own vehicle with a wheelchair.

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

  Customer Answer

  Date: 10/25/2024

  Excuse me, I neglected to add the violation. 

• Initial Complaint

  Date:04/10/2024

  Type:Facilities 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.

  there is someone in our neighborhood that is dumping trash in the neighborhood with no trash can. I don't know what occurred this past week but the trash has been sitting out for an entire week. Not only is this awful to look at everyday but its unsanitary and attracts pests/rodents.

  Business Response

  Date: 04/15/2024

  Dear ****,
  We sincerely apologize for the litter
  scattered in and around the Sierra Villas neighborhood. The grounds cleaning
  vendor has been contacted to address this situation. It appears that the county
  trash service arrived earlier than anticipated this past week, potentially
  causing some residents to miss the disposal window and leaving their trash
  exposed to the elements and wildlife. We will be sending a community-wide
  reminder to encourage everyone to be more careful disposing of their trash and
  recycling (this includes using trash cans).In addition, your community manager
  has reached out to you directly to provide any additional assistance. Should
  you have future concerns, please feel free to contact us directly. Thank you.

  Customer Answer

  Date: 04/15/2024

  
  
  Complaint: 21555795
  
  
  
  I am rejecting this response because:
  
  I haven’t seen an email from the manager regarding the trash. It really needs to happen. 
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 04/16/2024

  Hi ****. All notices we send must be discussed with and approved by the Board. Once we receive approval, we can send something out. While we understand you want to see it happen immediately, we must follow the proper protocols in handling the communications to the association. We appreciate your patience and understanding. Thank you.

• Initial Complaint

  Date:01/18/2024

  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.

  Tidewater has failed to provide timely services and appropriate communication to the homeowners in my community. Tidewater was retained by **** ***** to be the Property Manager for the HOA while the neighborhood is in development. There are currently 10 occupied buildings with at least 6 homes in each building which require mowing, garden maintenance and plowing/snow removal. Last Spring, Tidewater failed to follow the contract signed with **** ***** and did not mow the lawn until several months into the season at which point the lawns were almost a foot tall. Tidewater repeatedly pushed back on homeowners saying it was the responsibility of the builder and developer to maintain lawns despite having a signed contract indicating it was Tidewater's responsibility. The garden maintenance was never done last summer. When asked why, a Tidewater representative, Gerald, advised that they signed a service contract with a landscaper "too late in the season" to get the garden beds included. Each homeowner has paid $67.00 monthly to Tidewater and has not received any rebate on their bill despite the fact that the contracted services were not provided.
  
  The same thing happened this week with the snow removal. Tidewater again failed to review the contract they signed months ago. They did not plow until all the snow was compacted into ice and the area is now very icy. Gerald again advised that their failure to plan resulted in a last minute contract being signed with a plow company to get the plowing done as quickly as possible that day and that they were "working on getting a long term contract" for the remainder of the 2023-2024 season.
  
  Tidewater has consistently dropped the ball in terms of the services they are contractually required to provide this community. Calls and emails are not returned timely and it appears that this is because they are too busy trying to put out fires of their own making.

  Business Response

  Date: 01/22/2024

  Mr. Dori spoke with ****** Thursday after he had talked with
  Robyne. Mr. ***** was very belligerent.
  
  Mr. ***** was concerned that the landscaping was not being done
  to his expectations. In response, it was explained that the builder was
  handling landscaping until they requested that we find someone to take over
  mid-season. The community had limited funds to work with and the manager was
  able to get a landscaper to cut the grass on a time and materials basis. This
  was not a full-service agreement and Mr. Dori explained that. He also let him
  know that they will have a full-service contract moving forward.
  
  Mr. ***** felt that the roadways and sidewalks should be
  cleared, and that sand should be put down to help with traction like they do in
  the Northeast where he is from. He also felt that they should have been there
  at 6am moving snow and prepping. Mr. ***** was advised the roads are not
  completed, and are still under builder control. (he said this was not true and
  that snow removal is in their governing documents, which it is not)  Mr.
  Dori was told by the builder that road clearing responsibility will be turned over
  to the county when construction and roadways are completed. A contractor was
  dispatched and handled both snow events for the roadways as well as the common
  area sidewalks.
  
  Mr. ***** believes we are ultimately responsible for all
  decisions and actions affecting the community and does not understand that all
  decisions are made by the Board of Directors, which is still the developer.
  Tidewater has no independent decision making authority and cannot dispatch a
  contractor to the community or enter into an agreement without specific
  direction from the Board of Directors.
  
  Mr. ***** continues to contact our office and berate our staff.
  We will not respond to belligerent phone called or messages, and if necessary
  will block his number. We will continue to uphold our contractual obligations
  as directed by the Board of Directors, presently the Developer.

• Initial Complaint

  Date:01/11/2024

  Type:Customer Service 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.

  Attempted to pay HOA online. Site has not supported online payment for over 2weeks. I attempt to call, only to wait in que for 10 minutes. Then passed to a directory which is of no use to me. Ultimately they just hang up/disconnect. I have sent 2 emails to Sandra ****, the listed accounts manager but still no reply. After Jan 31st, late fees will accrue. I would like a response. This company is very unprofessional.

  Business Response

  Date: 01/11/2024

  Good Morning **** -

  Please know that during this time of year, we receive a lot of calls and emails, and all are responded to in the order in which they are received and as quickly as possible. A new owner portal is now being utilized for owners to access their account and make payments. Notifications were sent out in December to alert owners of this change and to provide the information they needed to create their new accounts. I have attached a copy of the letter and also the confirmation of the email being sent to you. Once you create your account with the new portal, you will be able to make payments. If you have any further questions, please reach out to us directly.
  

• Initial Complaint

  Date:08/29/2023

  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 unaware that my HOA fees were not being paid in 2023. I never received any notification of my account being delinquent the entire 2023 until a notice was placed on my door Friday, August 11, 2023, to which I immediately responded. ******************* and Tidewater Mgmt both have my email address and telephone number on file. They have both contacted me through email and the ***************** on several occasions in recent months and neither have sent any email about my account being delinquent.I immediately sent the entire payment for months January through August 2023, $256 and along with additional late fees, totaling $40. They are refusing my payment of the 8 months missed and saying I owe approximately $400 in additional fees.

  Business Response

  Date: 09/06/2023

  This matter is outside the control of Tidewater as we simply administer to the affairs of the Association as directed by the elected leadership.
  There was no action or inaction by Tidewater that was outside of the established policy of the Association, the Maryland HOA Act (11B-117) and the federal Fair Debt Collections act.
  
  As explained by the attorney in the second attachment to this complaint, the Board of Directors for the *** reviewed the request to waive the fees and declined to do so. They are the proper authority and entity to address this complaint.
  
  The invoices and late notices, although not required, were mailed to the legal address provided to the Association at the time of settlement. (Only 5 copies could be added to this ticket, so the most recent 5 were selected. However, there are a total of 9 that could be provided which are from each month from November 2022 to July 2023.) The address was never updated by Mr. ***** as required and Tidewater has no means, nor obligation to research and locate the owners new address. That is not a service that we are contracted for, or a service that we could provide.  
  
  While we understand nobody wants to incur and pay legal fees, the Association of which Mr. ***** is a member has an established policy that includes the involvement of an attorney to pursue the assessments that they are obligated to collect. That policy was followed.
  
  Tidewater had a contractual and legal obligation to act and did so as specifically directed by the elected leadership of the Association of which Mr. ***** is a member.

  Should you have any further questions, please reach out to us directly.
  

  Customer Answer

  Date: 09/13/2023

  I do not understand why the complaint was closed. 

  Customer Answer

  Date: 09/13/2023

  I do not understand why the complaint was closed. 

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20539112
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 09/17/2023

  I have lived in my home for over 10 years and I have always paid my *** fees. I moved out of my home  after my divorce and agreed to continue paying the utilities while my wife and son continued to live in the home. There was miscommunication because we both thought the *** fees were being paid. 
  I became aware that the account was not being paid when a notice was placed on my door on August 11, 2023. I immediately contacted Tidewater Management to bring the account current. My change of address has been updated with the **************************** since October 2022 and no prior notification was received through mail. I also have USPS Informed Delivery through email and no email notifications were received. 
  I have sent a payment for missing *** fees for the months, January through August 2023. I also included late fees for months January through August. 
  
  

  Business Response

  Date: 09/18/2023

  Thank you for providing the additional information. Please also bear in mind that the association has coupon books sent to owners at the beginning of the year for the full year's payments and statements are only sent when accounts become past due. Both the coupons and statements are merely a courtesy and not required to be provided to any owner. It is the owner's responsibility to ensure payments are made and any change of mailing addresses are made timely to our office. Also, as preciously explained, several notices were sent to advise of the delinquent status. Should you need additional copies of the notices that were sent to you, please email us directly. Additionally, since your account is with the attorney, the account must be handled by them until paid in full. Once it's paid, the account will revert back to our office. If you have any other questions, please let us know. Thank you.

  Business Response

  Date: 09/18/2023

  We do not have the authority to waive any of the late fees. That would need to be discussed with the attorney directly. The attorney is **** ****** and their phone number is **************.