Complaints

This profile includes complaints for Red Rock Management Agency, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Red Rock Management Agency, LLC

  227 W 4th St Charlotte, NC 28202-1545

  
• 

  Red Rock Management Agency, LLC

  PO Box 49443 Charlotte, NC 28277-0079

  
• 

  Red Rock Management Agency, LLC

  1012 Market St STE 201 Fort Mill, SC 29708-6537

  
• 

  Red Rock Management Agency, LLC

  111 W Lewis St Ste 104 Greensboro, NC 27406-1343

  

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:07/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fence was damaged & reported to ******** Management. Repairs will cost $400. I was not home when damages occurred. Circumstantial evidence shows the ***************** is responsible for the damage. The ***************** maintains the common areas in this development (The Bridgewater at the Village at **************). The terrain in the common area behind my house is currently dirt, rock and weeds. Pictures I have show that common area behind my fence was cut. After I filed my complaint with ******** and before the ********* rendered their decision, the weeds in that common area were not cut. After the *** decision was rendered, the weeds were cut ********* Rock stated the ***************** denied doing the damage as they dont cut that area due to the terrain. I have pictures of men working back there. I have pictures of the area with weed growth/weeds cut. ******** said the ********* denied that the ***************** caused damage due to lack of evidence. I have 2 concerns. One, my fence was damaged. It appears that the ***************** saying their equipment isnt responsible because they dont maintain that area is not true as I have pictures that the weeds are cut and of men working back there. Second, the common area is the responsibility of the ***. The common area behind my fence should not be dirt, rock and weeds. If the area had grass and was maintained my fence would never have been damaged. Not only do I want to be reimbursed for my fence to be repaired, I want and deserve that this common area have grass and be maintained like all other common areas in this development. If my property looked like the common area behind my fence, the *** would be issuing notices and probably fines.

  

  Business Response

  Date: 07/18/2025

  Hi *****,

  Unfortunately this is outside of ********'s purview. The request was reviewed by your community's board of directors and could not determine the $400 in damages were caused by the **** Their message is listed below. I've also attached a picture of the fence and our detailed work orders with correspondence. If you have any additional questions, please feel free to reach out to us at ******************************************.

  Per Board:
  Dear Homeowner,
  Thank you for your communication and for providing the video regarding the fence damage.
  The Board has reviewed the materials submitted and, after careful consideration, does not
  believe the video provides sufficient evidence that the landscaping company caused the
  damage. As such, they have determined that the repair will be the homeowner's responsibility
  and will not be pursuing further action at this time.
  Thank you for your understanding.

  Customer Answer

  Date: 07/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 

   

  ******** stated the landscape company does NOT cut behind my fence because of the terrain. That is not true. Attached are pictures taken  7/15/25 showing them mowing behind my fence and if you look carefully at the pictures, grass is flying toward my fence; therefore, it is obvious that they do mow back there and are not careful as seen by the grass flying out of their mowers TOWARD my fence. So, it is VERY LIKELY they hit something that caused the ********* is not acceptable to say they are not responsible for the damages! Secondly, Red Rock did not address the status of the terrain that needs to have grass/ ground cover as that area is not acceptable the way it currently is!

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

   

  
  

  Customer Answer

  Date: 07/31/2025

   
  I am rejecting this response because:

   

  ******** stated the landscape company does NOT cut behind my fence because of the terrain. That is not true. Attached are pictures taken  7/15/25 showing them mowing behind my fence and if you look carefully at the pictures, grass is flying toward my fence; therefore, it is obvious that they do mow back there and are not careful as seen by the grass flying out of their mowers TOWARD my fence. So, it is VERY LIKELY they hit something that caused the ********* is not acceptable to say they are not responsible for the damages! Secondly, Red Rock did not address the status of the terrain that needs to have grass/ ground cover as that area is not acceptable the way it currently is!

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

   

   

  
  

  

  Business Response

  Date: 07/31/2025

  While this is outside of ********'s purview, we can submit a request to your association's Board of Directors again. Please provide images of the damage and your initial quote reflecting the $400 request. 

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/13/2025 A Contractor emailed ******* **** at ************************ providing service work that is needed for my porch and new fence after a few days of a run around, I was informed that the information needs to be submitted in a portal with a payment of $20..00 this is egregious and outrageous. HOA fees are paid yearly and service from Red-rock is non-existent with multiple complaint to the city of ************** and now I have pay ***** just to to get an approval for some work done on my home, this policy is not in the by-laws ! I want them to release the approval to the contractor so the the work can begin on my home !

  

  Business Response

  Date: 05/22/2025

  To ensure all exterior changes comply with the governing documents, a formal ARC request is required. We clearly communicated the process to the owner and provided detailed instructions on how to submit the request. Additionally, weve spoken with the contractor on multiple occasions. During our last conversation, they confirmed they had all necessary information from us to proceed with the submission. This matter should be considered closed.

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been living in the ********* ************** for 3 years. I was parked in a visitors parking spot for approximately 2 weeks. I was awaken by my neighbor at 12:30 am as my car had been towed. When I spoke with the tow driver he stated the *** enforced a 72 hour rule that was not shared with the residence. My neighbor recorded the entire exchanged and even encouraged me to contact the police as this "new rule" was not shared with the community this resulted in a $260 tow fee. When I requested the parking policy it still had no specific timeframe listed to park in visitor parking.

  

  Business Response

  Date: 03/12/2025

  Hello Shawtavia. Your community, ******** Keep has had a parking and towing policy since its inception due to the limited parking. Each owner has 2 parking spaces and guests spots are strictly for short term guest use. I know it's frustrating to have your vehicle towed, however, your vehicle was parked in a guest spot for a long duration which is a violation of the policy. Towing enforcement signs are posted at the entrances, the parking policy is available online, and a copy is mailed routinely to all owners. I have attached the policy for your reference. Please be mindful in the future to avoid towing and if something comes up, please let us know and we'll be happy to come up with a solution.

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***'s failure to adhere to terms of contractual agreement and replace roof causing home insurance policies to be cancelled twice. First cancellation 11/20/2024 and second cancellation due 2/10/2025. Unfavorable conditions discovered during inspections and property hazards beyond what is normally accepted. Shingles crumbling and granule loss, multiple areas patched, gutters full of debris. Both cancellation letters and all pictures forwarded to Red Rock Management for Community Manager ******* *****. Multiple roof leaks starting 6/5/2023 to last noted 1/22/2025 all resulting in patching. Roof will be 27 years old this year. Leak issues affecting interior of home, unable to keep home insured. Community manager doesn't always follow through or return calls. Had to go through customer service to get her attention and any type of response. Last spoke with ******* 1/27/2025 @10:04am she stated they intend to replace but she does not have a date, also sent her an email reiterating our conversation. Expressed my concern since time is of the essence. In summary the lack of communication has proven to be unprofessional in her position as the liaison between myself and the ********** Unable to upload all docs submitted. WO's 3472, 6760, *****

  

  Business Response

  Date: 02/05/2025

  Hi ******,

  I'm sorry you've been going through this. We have been working hard since your initial maintenance request back on 10/22/24. When your roof leak was first repaired, we had a full roof replacement in mind. The community has an ongoing roof replacement plan based on those in highest need and we've been working with the board on this. I'm sorry that it is taking longer than expected, however, due to the structure of your townhome, the entire building needs to be replaced at the same time. The logistics and financial planning of a roof replacement often take more time than a standard repair. We will continue to work on this and we thank you for your patience and understanding. We will continue to provide updates to you on the homeowner portal and feel free to call or email at any time. 

   

   

  Customer Answer

  Date: 02/06/2025

   
  I am rejecting this response because:  The problem still exists since a replacement date for the roof is still undecided and the cancellation of my homeowner insurance February 10, 2025 is unresolved due to the condition of the roof. The insurance is my main concern along with continued water damage to my home. How are you going to resolve the homeowner insurance issues which haven't been addressed? Does this ongoing communication need to be forwarded to the ************* or the ********* for arbitration? The initial maintenance request for roof repairs date back to 6/5/2023, WO# ****. The *** Declaration and mortgage company both require that the home be covered.

   

   

   

  

  Business Response

  Date: 02/07/2025

  Hi ******,

  The association holds a policy that covers the exterior and common areas. We are still working on a roof replacement for your building. Unfortunately, we are not able to resolve this directly with your current insurance company by the requested deadline. We will be happy to provide you with a letter stating the roof is on a schedule to be replaced. We are not aware of other owners receiving cancellation notices from their personal insurance company so there may be other companies that are able to provide coverage. Please let us know how we can help. Thank you!

  Customer Answer

  Date: 02/10/2025

   
  I am rejecting this response because: Thanks for offering a more detailed letter for homeowner insurance purposes. Please state in the letter a reasonable timeline for roof replacement
  within the next 30 days from todays date. Also, so we can be on the same page, I would like to offer maintenance or someone with authority to do a walk through of the residence, to inspect ceiling damage. If you know of any insurances that will accept the conditions of my roof please let me know. Maintaining home owner insurance after each cancellation is costly. All insurances have the right to see what they are insuring. I will gladly reach out to the local roofing contractors for quotes if help is needed.

  For future references please provide the *** contact for corporate.

• Initial Complaint

  Date:10/01/2024

  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 repeatly sent violations notices from HOA about simple weeds or anything else I don't think I should be keeping up a tree problem that's dead and rotten from the landscape company that planted this mess in the ************* I have told the agency to contact the landscape company to remove this dead tree from my eyesight but they do nonething but send a spy around the home area to see what they can find to report to HOA I may just give this property back to the bank and be homeless because I am tired of this no good HOA we get nonething for our money and there is nonething here at *********** community no pool or nonething I am told by others that we are paying for nonething .

  

  Business Response

  Date: 10/04/2024

  This appears to be a statement. It looks like the tree was reported to the landscapers. There is an open violation regarding weeds on the account and that will need to be addressed as the appearance of the lawn is part of agreeing to live in the HOA.  We will take these concerns and ensure they are addressed.  

   

   

• Initial Complaint

  Date:07/27/2024

  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.

  I received a notice letter of payment due amount for parking my car. The article documents for the Hoa states that I have two hours a day in front of my property no one else. I was in a car accident where mobility has been hard and tough trying go to work and physical therapy and the chiropractor visit that was assigned by my lawyer ********** of W. ***********************, PLLC **********. The point is having to keep going in an out in morning to move care so wife can go to work is a lot for me with back and hip pain , but I do what I can. Having a charge of $450 for trying follow the regulations is outrageous. I have reached out multiple time a to get this concern. Reviewed, but have had no follow *** from redrock. They are just out to take advantage of folks during this troubling time in society. When I finally spoke with a *** on phone he stated he would send request for board to review case to follow up on , but in between this time it went from $300 to 450. There was no pause on the account or nothing for ****** I just paid $300 to get house siding clean which I sent them picture and the bill note from the contractor. This is an issue I want to get check before things escalate for the worst

  

  Business Response

  Date: 08/16/2024

  Thank you, It appears that the community manager waived all fines regarding this violation and reminded the owner that street parking is typically for guests only. When there is an empty garage or driveway vehicles must be parked in the driveway and out f the street. This violation has been resolved and closed on our end 

   

• Initial Complaint

  Date:07/12/2024

  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.

  HEALTH HAZARD I live in a downstairs condo, my roof was getting flooded, the *** company came and cut a big hole in my roof, 1.5 weeks ago. Now no one is talking to me or responding, myself and my girlfriend are breathing this, moldy, dangerous air. Its hard to sleep, she has a hard time breathing it......................its dangerous.The *** does not give a s*** You call, no one calls back, their on vacation. This happened last Sept as well, same issue. The *** handled everything then, nothing has changed.I need the *** to follow through and fix this issue, we are living in mold air.Not a single person at the ******** Management is communicating with me.PLEASE HELP!!!I pay my ***S 100% every time! They are not fulfilling their part. Its shady.

  

  Business Response

  Date: 08/02/2024

  This was a neighbor to neighbor issue and did not involve the **** This is not an HOA nor Red Rock issue. 

   

   

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

  Vice President

  Customer Answer

  Date: 08/02/2024

   
  I am rejecting this response because:
  
  The owner did not cut a hole in my roof.

  Red Rock cut a hole in my roof without a plan to do anything after. They ghosted me on July 1st , closed the case.which if isnt your responsibility, shouldnt be open anyway right?
  

  then contacted me on the 30th to see how I was doing-but its nots your responsibility, right? after they knew Ive taken social/legal action(I believe:) Its a disgusting way to treat the people who pay your salary. Then calling, pretending to give a ****..
  

  why make the service you provide so shady & shitty?

  I see it.

  Red Rock cut a hole in my roof, therefore Red Rock is responsible for fixing it and the damage it did!

  Its fixed now, absolutely no thanks at all to the *** company. Useless. Peoples condos have leaks and you sad s**** dont respond. This is why Im taking action. 

  Just no pride at all in your performance, if you all worked for me, youd all be fired, no offense. 
  
  if it isnt your responsibility, why did you cut a hole in my ceilingresulting in us breathing that s*** for weeks.with no plan other than, its not you responsibility???

   

  just doesnt make sense.

   

   

   

   

  
  

• Initial Complaint

  Date:12/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get Red Rock Management to enforce the issue of a car parked in front of my house. Red rock has sent letters telling me what I cant do things. But Ive ask multiple times for them to do something about the parked car. Red rock sent a letter out the neighborhood stating homes shouldnt have cars parked on side of roads. But when I asked them to enforce parking of other neighbors parking in front of my driveway they say its public parking. Thats not right! I cant even put my trash cans out in front of my yard because cars are backed up. Red rock sent a letter for *************** its not fair to pay, for them not to do their job.

  

  Business Response

  Date: 12/27/2023

  Hi Rekanese,

  We understand that parking can be an issue in your community and we have been working to address it which is why we have sent community-wide notifications and issued a large number of violations. However, your association is limited in what we can do since your streets are public. This requires a police officer to authorize the towing of vehicles. I see from our notes that our team members have encouraged you to call the police when someone blocks your driveway. Please continue to notify us so we may issue violations but if a vehicle obstructs your driveway, please contact the police as they require a direct eye witness to initiate a tow. Thank you!

• Initial Complaint

  Date:07/13/2023

  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 am writing to file a formal complaint against Red Rock Management regarding their unjustified practice of charging late fees despite the absence of any outstanding balance on my account. It is evident that this company is engaging in fraudulent activities as a means to generate additional revenue for themselves, at the expense of their customers.I have been an owner in a Community Managed by Red Rock Management for over a year. Throughout this period, regardless of how diligently I have fulfilled my HOA payments by ensuring that my monthly payments are made on time (credit balance or zero balance) they charge a late fee. The odd thing is again whether we have a $0 balance or a Credit Balance (extra money in the account) when ********* Drafts the payment (we had to switch to their payment process because they would take 45+ days to process a check) its a late payment. They control the timing of the payment and despite there being a credit balance or zero balance there is a late fee each month. I have contacted Red Rock Management numerous times to rectify this issue (one can never get someone on the phone or email is the only way we have been able to provide them with info), explaining the circumstances and providing evidence of the zero balance on my account at the time the fees were imposed. However, my concerns have been met with silence. After having dealt with this issue and others we cannot in good consciousness recommend this management company to any community. There is deep concern here that they are essentially using false monthly late fees to enrich themselves. While we do not expect to hear from Red Rock we would be delighted to speak with someone about the issue.

  

  Business Response

  Date: 07/13/2023

  Hi ******. Thank you for reaching out on this. I can assure you it was not our intent to apply unjustified late fees. From reviewing your account, it appears that a previous payment was allocated to the 2022 Water Assessment. Since this was separate from your standard *************** a late fee was automatically applied by our system. You can see the water credit of $234.10 in the statement attached. Our team is working reallocate that credit and apply it to your ***************. They are also removing all late fees that resulted from this. Please allow 24-48hrs for this to reflect in your account portal. If you have any other questions, don't hesitate to contact us at *************************. 

• Initial Complaint

  Date:05/04/2023

  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.

  We have used the same banking institution for years and have bill payments scheduled and sent for everything from HOA payments to mortgage, and general bill payments. The institution we use an outstanding track record of getting payments out to vendors on time and doing so in a timely manner.The issues we have experienced with Red Rock are twofold:1.The delayed and late processing of payment checks received by your organization.2.The attachment of late payment fees (for payments that are not late) which then triggers underpayment and late fees in the following months.As an example, Red Rock applied a late fee on 12/16/22 for $20 which should have not occurred. Check #***** Dated 11/25/22, Delivered by 12/1/22, Posted on 1/17/23, Late Fee Applied on 12/16/22. Based on the information we have there should have never been a late fee applied because of the delay in processing by your organization. The late fee applied by your organization then triggers additional late fees on 1/26, 3/26, and 4/16 despite full payments being made. We are noticing between a 30 - 60 day lag time in the receipt of the payment and posting to the account as illustrated below. Check #***** Dated 11/25/22, Delivered by 12/1/22, Posted on 1/17/23, Late Fee Applied on 12/16/22 Check #***** Dated 12/23/22, delivered by 12/30/22, posted 1/26/23, Late Fee Applied on 1/16/23 Check #***** Dated 1/20/23, Deliver by Date 1/26/23, posted to the account on 2/10/23 March and April payments remain unprocessed as of 5/3 (over 60 days late for March and over 30 days in ******* ***** I am confident we can address the late payment fee, what is deeply concerning is that they cannot process bill pay checks in a reasonable period of time. The economic motivation of the late fees is also concerning. ********* responded today explaining that they have significant delays in processing checks, which is not my problem. I am sure that others may be experiencing the same or similar issue.

  

  Business Response

  Date: 05/12/2023

  Hi ******. After reviewing your account it appears that you have held a credit balance on your account. There are no late fees on your account history which is detailed in your statement attached. There was a period in November 2022 where you owed $212.62 but a payment was received that same day. This was due to your payments being a few dollars short of the monthly dues amount. Our partner bank has a secure lockbox facility that processes payments within 24hrs and we could not find any payments that were significantly delayed. Please let ** know if you have any additional questions. We're here to help!