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:07/08/2025

  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 notified them on May 30, 2025 about two problem trees located in the *** common ground. As of 7/8/25 this matter has not been resolved or looked into. The *** and their management company Cedar Management, previously has tried to deny covering a tree that fell from that land as they spent 2 months claiming that property did not belong to them and then finally agreed that the land was theirs but because they didn't know about the tree being a problem that it was an act of god and not responsible. Also during this previous 2 month period I kept asking to speak with the community manager and calls were never connected or messages returned. So I made them aware on 5/30/25 of 2 problem trees and they went right back to claiming the land is not theirs, tried closing out the support ticket as completed before anyone looked at at. They did attempt to send someone and I asked for a couple of minutes before I could get to the door and he left with no contact information.

  

  Business Response

  Date: 07/14/2025

  ****,

  Please be advised that Cedar Management Group (Cedar) is a vendor that works on behalf of and for ********* (the Association) and has no decision making authority when it comes to the approval of the spending of any HOA funds or of approval of any submitted service requests.

  Regarding the fallen tree, our records indicate it was not HOA responsibility which was communicated to you with supporting documentation via service request #XN 5755333.

  On 5/30, we urgently advised the Board of your concern about the other trees. The Board informed us (6/2) that their landscaper (also an arborist) would evaluate.  The Board confirmed (6/24) evaluation was completed on 6/19.

  We are actively waiting on the boards direction following the investigation from their selected arborist. We have followed up several times but are still pending a response.

  Customer Answer

  Date: 07/14/2025

   
  I am rejecting this response because:

  The arborist was not sent until June 30th, and he did not do an evaluation! I had asked him to wait a few minutes while I finish a call I was on and explained that I wanted to hear the assessment due to the months of issues with Cedar Management and the Buckleigh HOA. He said OK. Then got on his car and left. I cleared my schedule for the rest of the day and the next day in case he returned, and didn't.

  The ********* and/or Cedar Management claims that the evaluation was done and access to my property was not needed, the location of the trees makes it impossible to do from the road. I asked for a copy of the findings and they refused. Meanwhile the one of the trees has further deteriorated.

   I find it highly laughable that the board claims the evaluation was done on 6/19. I have a communication from them on 6/23 stating they had hired an arborist and was still claiming they believe the trees were not on their land. They then responded on 6/26 saying they were still working on it.  I know that their claim of 6/19 is a lie, I was working from home that day and the only action from Cedar Management or Buckleigh HOA was they sent me a notice of violation for something which just happened that day and was in process of being repaired.

  

  Business Response

  Date: 07/18/2025

  
  The Board takes the responsibility for both the trees and their fiscal responsibility to the *** very seriously. They understand that there are two additional trees that are potentially in danger of falling and have had the trees evaluated by ********* & Deck Repair, the normal landscapers for this community, on 6-19-25.  The price that came back was high $7600, and therefore the board has requested 2 more bids to have these two trees evaluated and possibly removed.  Betancort (arborist) attempted to go out to the property on 6-30-25 and was unable to access the trees; they didnt know they needed access through your yard, and you had a meeting and were unable to give them access.  ********** was given your number today to call you to set up a time for them to evaluate the trees and submit a quote if they find evidence of deterioration.    
  The board is doing its due diligence to ensure the trees are removed, if necessary, by professional arborists at the best price for the community.   Cedar Management can only act upon the wishes of the board and ensure that all notifications have been communicated to all parties appropriately.  We are actively waiting on the boards direction following the investigation from their selected arborist. We have followed up several times, but are still pending a response.

• Initial Complaint

  Date:06/30/2025

  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.

  The pool at *************************** has not been opened this year due to Cedar Management no taking the inititative and contacting Knox County Codes to rectify the situation. A contractor was hired and constructed work at the pool without obtaining a Building Permit. A stop work order was put in place by **** Code Enforcer **** ****** at the end of May 2025. It is now June 30, 2025 and nothing has been done to change this status. The drawings has been rejected and Cedar refused to contact anyone to get to the bottom of this. They are now using our HOA funds to involve our HOA attorney instead of resubmitting plans to get this new structure approved so that our pool can open. Knox County Codes has given them many options to be able to open the pool but yet all Cedar has done is threaten the Owners at *************** with the interference of litigation. This should not be in litigation and should be in the process of getting new drawings that the Knox County Codes will approve.

  

  Business Response

  Date: 07/02/2025

  April,

  Please be advised that Cedar Management Group (Cedar) is a vendor that works on behalf of and for *************** Subdivision (the Association) and has no decision making authority when it comes to the spending of any Association funds or the building of any structural improvements.

  The Association pool was opened as of July 1st, 2025 and an e-blast was sent out to all homeowners informing them of this.  Any and all decisions affecting the Association, such as the decision to contract work or hire an Attorney, solely rest with the Board of Directors whose authority is granted by legally binding governing documents.

  Your concerns have been brought to the Boards attention, who are the only authorized party to make decisions for the Association, and you may contact them directly via your homeowner portal.

• Initial Complaint

  Date:05/29/2025

  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.

  During the time I have lived at the *************************, there have been been numerous accounts of abuse of power. The first being when the *** threatened to fine me $100/ day for not painting my door from white to beige.The door was white when I moved in and apparently they wanted it beige. Upon being called to a hearing where I was belittled by about 5- 7 di?erent men, finally one person spoke up to clarify that if the *** wants to paint the exterior or someones houses its their responsibility to submit a work order. Obviously this is where the meeting ended and it was told I would be followed up with (I guess once they learn their own rules)Next I was written about some screens under my house since before I moved in, they also threaten to fine me for these despite them being there for 2.5 years and not be attached to anything the *** actually monitors.Finally we have a service vehicle in our residence (my partner does HVAC) in the bylaws I signed there is no mention of issues with commercial vehicles. Now they have made new laws where my partner can no longer have his service vehicle here. Does the *** expect him to quit his job!? This is the most incredible misuse of power to hurt the little guy Ive ever seen!

  

  Business Response

  Date: 06/10/2025

  Madison,

  Cedar Management Group (Cedar) serves solely as a vendor for the ********** enforcing community rules and policies that residents accepted upon purchasing their property. Our role is to support enforcementnot to create or interpret rules independently.

  Your claims regarding the door color, parking, and violations fall within the scope of the governing documents, primarily the CC&Rs. The requirement for matching doors and approved colors has been communicated multiple times to all homeowners.

  Regarding parking enforcement, the ********* has worked diligently with management and consultants to clarify and enforce the parking regulations, including restrictions on commercial vehicles, as outlined in the CC&Rs (Section 4, page 13). These rules have been in place for many years and were properly communicated to residents well in advance of enforcement. There has been no attempt to rewrite or unfairly enforce these policies.

  The recent violations (XN ******* and XN *******), related to stored HVAC units and screens, are standard maintenance and property concerns. These issues have been resolved, and no fines or penalties have been imposed as of this date.

  While you have attended HOA meetings and engaged in confrontational behavior, such conduct does not influence enforcement or the community standards. The Board has reviewed your complaints and will issue a formal response.

  Community rules are legally binding and enforced uniformly. Cedars role is to assist, not to waive or modify standards. Continued disruptive behavior is inappropriate and will not affect enforcement efforts.
  For further discussion, please contact the ********* directly. The facts outlined remain the basis for community enforcement.

  Customer Answer

  Date: 06/11/2025

   
  I am rejecting this response because:
  The bylaws state nothing about commercial vehicles being an issue. Now there is a new rule that changes the bylaws. You know this is illegal to change the bylaws to impact the homeowner who is also a whistleblower on all the ways your team is unethical. This is textbook retaliation.

  You cant legally change bylaws in a way that puts the homeowners livelihood and safety at risk & you know that.

  ************** is full of disrespectful old man who are not used to having someone stand up for them. You have to raise your voice to be heard since you are constantly being talked over and manspalained to.

  Your response also doesnt address that while there are rules about colors of doors, there is not a rule that the homeowner has to do it, therefore threatening to fine me $100/day for something YOU are responsible for is still an issue. In addition, the lack of checks and balances that led to this interaction has also yet to be addressed.

  Your lack of caring for the homeowners is the reason many of us have started to come together to seek legal action against you. This will continue until things improve for the people who actually live here.

  Putting my boyfriend in a place to have to quit his job or put his safety at risk because of a bylaw put in place ILLEGALLY has yet to be addressed as an issue.

  

  Business Response

  Date: 06/13/2025

  Madison,

  We have reviewed your recent comments and want to clarify that our role is to enforce the communitys documents and policies as directed by the ********** We do not have the authority to create, interpret, or change bylawsthose are managed solely through proper HOA procedures and legal processes.

  Concerning parking, the Board has not amended or changed any bylaws or CCRs. The rules related to parking, including restrictions on commercial vehicles, have been in place for over a decade. These regulations do not require a vote or further clarificationthey are longstanding policies that continue to be enforced consistently. The **************** to create or amend rules in this area already exists within the **** and community standards. Your claims about illegal changes are purely based on your personal opinion and are not grounded in actual fact.

  Your references to bylaws and attempts to suggest improper or unlawful policy changes are incorrect and unfounded. The Board remains committed to applying all community rules fairly and in accordance with governing documents. If you wish to discuss these matters further, please attend an upcoming HOA meeting.

  
  

• Initial Complaint

  Date:04/20/2025

  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.

  Complaint Summary:My *** has demonstrated a clear pattern of mismanagement, selective enforcement, and neglect, resulting in financial harm. They have failed to provide documentation, rejected valid payments, and broken multiple assurances made to me during the dispute process.Details:I formally requested documentation regarding disputed charges more than six months ago. Despite multiple follow-ups, I have received nothing.I made on-time payments through my ***** **** pay system, but the *** rejected or blocked them. This resulted in artificial delinquency and unjustified late fees, which I contest in full.A representative from the ***s management company explicitly acknowledged that some of the late fees were added in error, yet they were never ********** neighbor and I were both sent inflated bills for approximately $1,200 after never receiving the original ~$656 bill. When we notified the ***, my neighbor was permitted to pay the ~$656 and settle their account. I was not offered the same option despite identical circumstances.The Board promised that monthly dues would be increased slightly to prevent a lump-sum charge, but then issued the lump-sum fee anywaywithout providing receipts or legitimate documentation to justify it.Residents pay $56/month for "water and upkeep," yet the water remains unsafe to drink, the pipes have never been replaced, and road maintenance has ceased.During the dispute process, the ***s legal representative explicitly told me that fees would not increase while the matter was being resolved. Despite that promise, my balance increased by hundreds of dollars.

  

  Business Response

  Date: 04/25/2025

  Chelsea,

  Please be advised that Cedar Management Group (Cedar) is a vendor that works on behalf of and for ************* (the Association) and has no decision making authority when it comes to the assessment of any fines or fees or the approval of any steps in the collections process.

  You can find attached the 15 Day Demand letter sent to you prior to you being sent to the **************** for nonpayment as well as the **** letter sent to all homeowners detailing the water charges, applied to every owners account equally.

  Regarding the allegation that special circumstances were given to select owners for the water charges, this is false.  There have been no reductions or waivers regarding the water charges as each owner has had to pay the same amount in addition to the regular dues.

  When payment is not received within the grace ****** allotted by the governing documents, which are legally binding, the Board has a fiduciary responsibility to follow and apply the collections process to delinquent accounts.  Since your account is currently with the ********** we are not permitted to communicate with you regarding any dues or fees assessed prior to your account being transferred over.  Please direct any future communication to the ********** directly.

• Initial Complaint

  Date:02/28/2025

  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.

  Where do I begin? Since *** has been contracted for their services, they refuse to provide documentation on where $50K has disappeared to during the transfer of funds from our previous property management company. Their employees continue to lie to everyone and provide false documents. We have been charged numerous late fees due to them not paying our bills on time. We currently have a construction project with an architect, they have a working relationship with, and both *** and the architect have stated that we do not need builder's risk insurance. *** has repeated for months that we are covered under the architect's insurance. When asked for a copy of the policy he refuses to send it. CMG is untruthful about numerous situations which are documented. I have continuously asked for a detailed scope for costs and materials list. *** refuses to provide the information saying that they do not typically do that. It is a requirement included in our covenants. There are numerous unethical practices afoot that can lead to a lien being placed on our property. Unfortunately, being the treasurer and asking for basic information that they refuse to answer they will no longer communicate with me, Instead the manager continues manipulating our president and his lack of experience. We paid an engineer for a report to submit to the health department to apply for a pool permit. *** refuse to give us the report. The owner of *** (architect) lied to the board stating that builder's risk does not cover fire, so we do not need it. They claim the trusses were built months and are being kept in storage. I asked for any documentation (invoice/material list/order form,etc.) confirming this. Again, *** tells us that we do not need it and they do not need our approval to pay invoices.

  

  Business Response

  Date: 03/06/2025

  *****,

  Cedar Management Group (Cedar) is a vendor that works on behalf of and for ********* (the Association).  Per our contract, there is a single point of contact to be the liaison between Cedar and the Board.

  The single point of contact is the Board President who communicates directly with our Team at Cedar and provides direction as well as any decisions voted upon and decided by the entire Board.  You have been advised multiple times to filter valid inquiries and concerns through the proper channels, which would be the Board President.

  The allegations you have made regarding missing funds, late fees, and general untruthfulness of Cedars staff are unvalidated and false.  Cedar has many communications between the Board President and applicable vendors refuting your claims in addition to multiple financial records which are available to any homeowner via the portal.

  Due to the numerous false complaints you have submitted, you have been advised to communicate directly with the Board President regarding any HOA-related matters moving forward.  Cedar will be happy to review any valid documentation of such allegations, however to date we have not received any.

  Customer Answer

  Date: 03/07/2025

   
  I am rejecting this response because: I have documented proof that their response is false. I have recordings and emails that will verify my claims. This is what they do, they respond or relay information without any evidence to support what they say. I have asked numerous times for answers. I have a recordings of the board president addressing this too. 
  
  

  

  Business Response

  Date: 03/14/2025

  *****,

  As previously stated Cedar communicates directly with the single point of contact, the Board President, per our contractual agreement.  Any valid concerns need to be filtered through the Board President to be presented to Cedar for research.  To date we have not received any documentation supporting your claims, from you or from the Board President, and continue to have an amicable and productive relationship with the single point of contact.

• Initial Complaint

  Date:11/21/2024

  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.

  I am the president of our HOA and Cedar Management is our property management company. For a year and a half, they ignored incoming retention pond inspection reports, which including warnings of, among other things, imminent dam failure. This resulted in extensive damage, exacerbated by exposure to two ******* and a storm season before we were the ones who had to make Cedar aware of the issue. The final repair bill was around $30 000. Cedar admitted negligence and offered us $2 500 to cover 4 months of management fees (even though this gross negligence had gone on for a year and a half). We rejected this and countered with an ask of $8 750 for two itemized aspects of the damage that were a direct result of the delay (a sinkhole and a pond dissipator rebuild). We believe we are being very reasonable to only ask to be made whole and have Cedar only cover the direct consequences of their gross negligence, without seeking any other compensation. This was refused. I can document all of this on request.

  

  Business Response

  Date: 11/27/2024

  *******,

  Please be advised that your concerns are being discussed internally and with legal counsel.  A formal response will be provided to the Board directly once all necessary research and discussion on this matter has been completed.

  Customer Answer

  Date: 11/27/2024

   
  I am rejecting this response because: the matter is not yet resolved. The company employed delaying tactics in our original discussions and appear to be doing the same again.
  
  

  

  Business Response

  Date: 12/11/2024

  All communication will go through legal counsel.

• Initial Complaint

  Date:11/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cedar Management group is seeking to collect an Emergency Special Assessment of $3000 dollars per unit which would be over $900,000 yet failed to provide a need-based reason, itemized list of what the money is going towards, and a recent audit that shows that the money is not being mismanaged. I have called several times, appeared in person, as well as emailed several times back and forth, each time getting less information that what I asked for. If Cedar Management doesnt provide proof, I will find out the *** meeting and schedule and share it with other owners. Attend *** meetings regularly. Ask for an audit in the *** meeting since I was refused one. File a complaint with the ****************************** citing the lack of transparency, highlighting suspicious expenses, inconsistent and missing audits, excessive special assessments, forged financial documents, unexplained expenses as well as encourage other owners to do so, as well as help them if needed. File an additional complaint with the ************************** and as well as encourage other owners to do so, as well as help them if needed. I will prompt other owners to do thorough inspection of all *** vendors and cross reference them with Board Members to verify that contracts are being bid for, instead of handed to friends and acquaintances which could ultimately increase owners cost. I will reach out to **** Investigative team. I will file additional complaints with the better business bureau each and every time I am denied access to records to build a paper trail to show that Cedar Management Group operates with little oversight and overlooks the very owners that fund them. Also at these meeting I will explore the topic of the dissolution of Cedar Management Group in favor of an *** that is more transparent and has the owners interest at heart and not their own.

  

  Business Response

  Date: 11/22/2024

  Mr. Sylvan,

  Please be advised that Cedar Management Group (Cedar) is a vendor that works on behalf of and for Quail Run on ****** **** (the Association) and has no decision making authority whatsoever in any financial decisions, including but not limited to, any form(s) of Special Assessments assessed to any homeowners.

  The Associations financials along with multiple other documents were sent directly to your email, as requested, and are also available on the homeowner portal.  Due to the several legal threats you have made, any further communication will be required to be submitted in writing directly from your legal counsel to the Board of Directors for the Associations Attorneys review.

  Again, Cedar is a vendor and the statement of exploring the topic of the dissolution of Cedar in favor of an HOA is a clear misunderstanding of the difference between the Association and Cedars role as a contracted vendor.

  Customer Answer

  Date: 11/23/2024

   
  I am rejecting this response because: I have not gotten all the documents I have requested that meets the burden of showing that Cedar Management group can by pass the owners with out a vote. The North Carolina  Planned Community Act Stat 47C, and F, gives an HOA the power to do an assessment bypassing the owners ONLY in case of an emergency such as a disaster and use those funds for said disaster. However this community was not affected so either the board has over stepped or it is willfully trying to defraud the owners.  As per the email on November 21, it provides an itemized list of what the money will be used for. NONE of  it qualifies as an emergency and shows that the board has been negligent in upkeep of the property, spending or both. Either way incompetence, overspending, and misappropriation of funds is not the burden of the owners.
  
  

  

  Business Response

  Date: 11/26/2024

  Mr. ******,

  There still seems to be some misunderstanding of Cedar Management Group (Cedar) and the role we play as a vendor on behalf of and for Quail Run on ****** **** (the Association).  Cedar is not the Association and is a completely separate entity that has no decision making authority when it comes to the proposal or passing of any special assessments.

  Cedar is a contracted vendor to help facilitate bookkeeping services and to help assist the Board of Directors with the enforcement of the Association's governing documents. We are a completely separate entity that has no final decision making authority when it comes to any association matters such as a passing of an emergency special assessment.

  Please make note that any financial decisions impacting the Association are made by the Board of Directors for the Association and Cedar has no input whatsoever, we merely process the results.  All future communication regarding the Special Assessment will need to be facilitated between your Legal Counsel and the Board of Directors for the Association directly, as Cedar is not in any way involved or responsible for the decisions impacting homeowners such as yourself.

  
  

• Initial Complaint

  Date:10/15/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a homeowner who has requested a copy of shared amenities financials which i am entitled to. My hoa fees pay in and I am entitled to minutes and monthly financials. I have also requested proof all errors on our monthly hoa financials have been corrected and still have not been given a detailed explanation.Our assigned manager for our property has not complied, does not respond to issues or repair items and I am done trying to get a response. I need someone of authority to provide docs and contact me immediately. My next step is a complaint with the state.

  

  Business Response

  Date: 10/30/2024

  ******,

  Please be advised that all financials for both the Master and Sub accounts are available to all homeowners via your homeowner portal.  Per our records to date, all prior month financials are correct as evidenced via the available documents on your portal.

  All correspondences are responded to in the order that they are received and forwarded over to the Board accordingly.  Cedar Management Group is a vendor that works on behalf of and for your Community and has no decision making authority when it comes to the approval of any repairs or the payment of any invoices.

  Customer Answer

  Date: 10/30/2024

   
  I am rejecting this response because: the shared amenities financials are NOT on our portal.

   

  I have requested multiple times and **** does not even reply

  
  

  

  Business Response

  Date: 11/04/2024

  ******,

  Please see the attached screenshot where we mimicked your portal, see your Account Number at the top right corner.  Please go to the Documents section to view the Amenities Financials, highlighted for your convenience. 

  All valid requests have been received and responded to within a timely manner, per our records.

  Customer Answer

  Date: 11/05/2024

   
  I am rejecting this response because:

  It's there now, if you look i filed the complaint prior to when you uploaded them on 10/29

  
  

• Initial Complaint

  Date:06/29/2024

  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.

  The issue we had with cedar Management group is that they were not responsive to our Needs such as Financial, integrating the water ledger bills into their system , list of debt owed to *** from various owners , passing the list not in timely manner to our Lawyer, telling us they did while the lawyer claimed he did not get it , etc... letting the one contact person , our president send several emails begging for help , till Cedar will answer, if at all .Bottom line, no response and no willingness to follow up on sensitive matters to our ***. This caused us delays and calling the property manager and the area manager assigned to us , which were not responsive.A letter sent to Cedar President and Owner, by our President of the *** remained unanswered as well , and further , the accounting department did not attend to our accounting needs . As we transition to our new *** Management group I will make sure that we have all data available to us .Lastly, curiously enough , I did not get any welcome package for my units from the new Management company , for which everyone else did get the welcome package. I am wondering whether my name was not passed to the new management company as everyone else did get their packages a while ago. I had to send an email to make the new management company aware of this issue.Another issue was that my reimbursement for the water gateway measuring water consumption for the whole 85 units , and cameras were never reimbursed or handled by any one from the accounting department . I did send all documents needed . My requested to get someone from the accounting department were ignored as we were going to have an executive meeting ,that we cancelled, after the Board convened , and decided that Cedar will not provide the information for which they repeatedly told us they will.

  

  Business Response

  Date: 07/03/2024

  ******,

  Per the contractual agreement between Cedar Management Group and ******************* there was a designated single point of contact on the Board that is the liaison between the Association and Cedar.  The single point of contact, the President, reached out to Cedar to advise that we disregard the numerous false representations and claims regarding your neighbors sent over by you on an extremely frequent basis.  Cedar fulfilled all contractual obligations and communicated with the designated point of contact regarding any legitimate concerns or issues.

  You were advised by the Area Manager during a live Board meeting to refrain from contacting Cedars support department multiple times a day.  Also witnessed by the other members of the Board, you were advised to send all communications through ********************* (Board President) and you agreed to cooperate.  All concerns raised by the Boards representative were addressed prior to the transition.  Any further communication needs to be directed to the Board President.

  Customer Answer

  Date: 07/03/2024

   
  I am rejecting this response because:
  The violations reported were true in nature and were ignored  such that our new management company need to address  these violations  that cedar did not address .our   bylaws  were very clear , yet nothing was  followed by cedar 

  for example owners who are not in good standing do not get parking decals , the area manger and the property manger Ignored  this and send everyone decals  without paying attention to the one who are  in violations . Our bylaws were not read or followed by cedar who was our management company  . Board members  were ignored as the same  issue as described here was presented  to cedar  but was ignored . We are still dealing with  decals parking sent at will without vetting 

   

  as to accounting who ever responded for my complaint still did not pay the expense  I had sent them several times , not was any effort to apologize or deal with it. During all the time no accounting manager showed up during our sessions 

  I am disappointed   that   cedar choose to ignore our needs as we are an HOA and my writing was meant to raise  awareness to the non functions of cedar 

  to everyone . As c a treasurer I did not get any response after going through the one contact person who himself did not get any answer and spent numerous hours without response . The impression  here is  that despite clear bylaws and governing docs , provided to cedar , they were  not able to help us . 
  they never showed up once on property to inspect  to what was reported to them despite having representation in *************; 

  The one response contact  did  not get a response either and had to beg and beg response  several times . 

   

   

  

  Business Response

  Date: 07/11/2024

  ******,

  Please be advised that parking decals cannot be withheld without a hearing, per the state statute.  This was explained to the Board multiple times and in order to remain compliant with state statutes, which override any governing documents, parking decals were provided to owners.  Cedar Management Group is a vendor that works for your Association and has no decision making authority when it comes to citing or sending any violation letters.  The point of contact approved of any violations on behalf of the Board.

  Again, you were not the point of contact for the Board so any legitimate expenses should have been turned over to the point of contact.  Per our records, Cedar has responded to all inquiries and concerns from the point of contact within a reasonable time frame.  Your Association was not contracted for on site inspections, and per the contract, any on site visits are charged at an hourly rate that must be approved by the point of contact.  Any future communication needs to be directed to the point of contact for the Association.

  Customer Answer

  Date: 07/12/2024

   
  I am rejecting this response because:
  Issues raised were not addressed 

  Letter per email sent by our HOA  president to cedar president, detailing  our issues with their staff appointed to us ,  was never   answered or responded to .
  Our request  to have at least  one of their accounting manager as  contact was not addressed either . 
  Issues , resented to cedar were not addressed as our HOA president kept asking numerous times the area manger and the property  manger to provide the info . It became clear that we had to end our relationship with cedar due to performance  issues . 

   

   

   

   

   

  

  Business Response

  Date: 07/16/2024

  ******,

  Please be advised that all concerns brought to our attention by the Point of Contact for the association were addressed accordingly, in a timely manner .  As stated previously, all communication must be filtered through the point of contact, as they are the liaison for the board and for the Association.

  Weve attached written communication reflecting the numerous times we have advised you to adhere to the single point of contact, per the contract.  Cedars position is that all legitimate concerns and issues were dealt with directly with the respective point of contact for the association.

• Initial Complaint

  Date:05/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company manages my community HoA and has made threats of fines about the length of my grass. My grass has stayed withing city ordinances and there is no terms of my community HoA that have any specification about height of grass. I have notified them that the issue was resolved already after receiving an email from them (on 4/30/2024)despite all billing and communication preferences being set to paper only. They have not followed up in a timely manner. I have made multiple attempts for resolution and escalation but been giving false promises and denied speaking with any member of management. Only after having my email addresses removed did I finally get any paper communication of their claimed violation nearly 1 month after its date, saying ibhad 10 days which came and passed prior to any notice being given nor received.I called twice on 5/2/2024, the first time I was hung up on as soon as a representative was coming to the line. The 2nd time I had my email address removed to prevent further emails that were unwanted and not supposed to be received for a billing issue that also existed (multiple $0 bills sent via email when only paper bills should be received, and they would not be able to stop sending via email by their communication) and 2nd for this alleged high grass violation. The lines are recorded and I was promised a call back from the community manager by End of day 5/3/2024. I did not get any call back as promised, so I gave benefit of the doubt on a response but did not get any call back. I called again on 5/7/2024 and was advised the community manager is going to the board about my issue, and that I wouldn't get a call back time frame. They are using threatening language that is time sensitive yet treat my issue with no sense of urgency.I also tried using their portal to relay my concerns and get a call, but they continued to communicate through email only despite clear instructions to call/mail me any and all communications. We feel mistreated

  

  Business Response

  Date: 05/21/2024

  ***********,

  Per our records, you have spoken with the Community Manager on behalf of the Association regarding your concerns.  Cedar Management Group is a vendor that works on behalf of and at the discretion of the ***** of ********* within your Community.  All decisions are made by the ***** and are simply carried out by Cedar as the Management Company assisting with day to day operations.

  Your Association is governed by governing documents, which are legally binding.  These documents specify the rules and regulations for the Community, such as height of grass allowed.  This violation was cited on 4/17/24 and approved to send by the ***** on 4/30/24.  The violation has since been marked as resolved, but was still a valid violation when it was cited.  

  We advise for all communications regarding violations and billing to be kept in writing, this is to protect the homeowner as much as it is the Association.  We show that your account has been correctly marked as paper communications as your preference and acknowledge that emails and paper were sent in previous communications

  Our calls are recorded and immediately after a connection issue our phone agent called you back to discuss your concerns.  On these calls you were advised to communicate in writing regarding your concerns and that the Community Manager would get back to you as soon as possible after communicating with the *****.  Should you have any further questions or concerns please communicate directly with the ***** via *****************.