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:06/13/2024

  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.

  I will provide a word document of the timeline as this only allows 2,000 characters; and the incident timeline is 6,000 characters.

  Business Response

  Date: 06/20/2024

  The primary complaint here is about a Board member at the homeowners *** whom the home owner alleges was inappropriate. Grace Property Services works for the Board of Directors of *********** ***.  Grace does not employ the Board members or have any authority over their behavior.  The reported behavior was sent to the Board immediately and it was agreed to discuss at the next Board meeting, scheduled for June 17th.  The complainant was told that it would be discussed by the Board at that meeting over the phone.  No additional information was available until that date.  As far as we are aware, and as far as the complainant states in his letter, no additional interactions between himself and the Board member occurred after the initial incident, this was not an ongoing issue that required immediate intervention, the Board chose to review it thoroughly at a meeting instead.  

  At the meeting on June 17th, the two Board members not involved in the incident voted to not allow that Board member to be involved in any complaints or issues with the complainants home going forward, and the involved Board member agreed to not act in any official capacity towards this home owner.  That was conveyed in an email to the complainant on June 18th.  Complainant had made many threatening remarks over the phone and has a history of recording before obtaining consent to do so, so he was also informed that all future communications would be via email, we will not accept phone calls from them.  

  Customer Answer

  Date: 06/20/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  We contacted and made a formal complaint on 5/8.  We followed up on 5/28 and 6/6 without any updates from the business.  Even when we had additional questions, they would not answer them.

  They are now saying they will not interact with either homeowner unless via the *** attorney. 

  The complaint to the BBB isn’t about the ***.  The complaint is against GPS and their poor communication and unprofessional behavior.   What Trisha told us on May 8 is not what she’s telling us now    Neither her or her manager are taking accountability for their lack of communication.

  A formal apology from GPS, Trisha, and her manager Jason S*** would be needed to resolve this issue.   The complaint is specific to their apathy and lack of action for the resident to keep them informed.   
  

  I can resend the timeline to the BBB   GPS have not denied any of the facts presented in the timeline.   Their only response is irrelevant to my complaint  

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

• Initial Complaint

  Date:05/09/2023

  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.

  Grace Property Services serves as management for our allotment, the ******* ** ******* ******** We pay our community association dues through Grace Property management. We built our home in 2005/06 and have paid association dues yearly as required. When Grace Property took over as the undersigned for our allotment, we have faithfully paid our fees due at the end of each year. I directed our bank, ******* **** of Canfield, to send an electronic check to pay for our 2023 dues. On 12/29/2022, ******* **** withdrew the amount of 350.00 from our checking account and it was accepted deposited into a ** **** account for Grace Property Services on 12/30/2022. We received a mailed statement from Grace on 3/09/2023 that indicated we had not paid our dues and further, we owed a late fee for January, bringing the total amount due to 375.00. I called and spoke with McKenzie at the number provided (234) 209-9140 and subsequently my husband Steve, sent her an email with our customer documentation showing the withdrawal/transfer from our bank. There was no follow-up call from Grace Property so we assumed the documentation was sufficient. On 4/27/2023 we received another statement from Grace Property indicating that we owed 450.00 (350.00 in dues plus 100.00 in late fees for the months of January through April. We have since followed up with ******* **** who provided further documentation that was emailed to Patrick at Grace Property on 5/04/2023. This information included their bank and routing number where the monies were accepted. When we called Grace Property, Patrick said he would forward our information to their accounting department. We have yet to hear that our issue has been resolved. We have contacted the President of our home Owners Association, Jim ******** and Susan ****** from Grace Property who has yet to contact me. This company is evasive and accepted money from us and is attempting to extort money in late fees and dues that are not owed to them. **** *******

  Business Response

  Date: 05/10/2023

  I want to apologize for the amount of time it took to resolve this issue.  I can see the phone calls coming in in mid March and the email with the proof of payment at that time as well.  The last phone message at that time indicates that the email with the proof was forwarded to the accounting department, and we can see that email being forwarded in our system, but cannot find it arriving anywhere in the accounting email.  We are not sure what happened, if it was accidently deleted, or lost in some other way, this has not happened before.  The front desk employees assumed accounting would resolve it, but accounting never got it.  That is why the issue was never addressed in March, and again, I am very sorry for that.  

  We have now found the issue, and I believe our office has contacted the owner directly, but I will confirm that today (5/10).  The initial bank payment was made with an incorrect account # that matched a different owners account, and the payment was applied there.  It has been moved to the correct account and the late fees removed.  

   

• Initial Complaint

  Date:04/24/2023

  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.

  Failure to respond or correct issues that have been filed with them. Ignoring residents complaints, claiming they’re resolved when they are not. Not responding to complaints or emails what so ever. Leaving items on the property unresolved or unfinished for prolonged periods of time. Failure to provide duties that are paid for in a timely fashion. Leaving items that are paid for unfinished or unresolved. Lack of management. Lack of communication. Failure to take care of their duties. Gutters were left full when they claimed they did them, street light out front has not been fixed in almost half a year, allowing outside pets when no outside pets are allowed, not making sure our sidewalks are shoveled, not maintaining the yard or property, and not responding to emails for days. Not resolving issues that need to be resolved when that is what their sole job is to do. Maintain the property and resolve issues with the property.

  Business Response

  Date: 04/26/2023

  The timeline of this owners emails to our office are attached to this response.  If he has sent additional emails without a response, they are not coming up in our system.  Every email he has sent that we can find show a response between immediately and a couple of days. 

  Mr. ***** lives in a condominium Association, which we manage as their agent.  One of the primary complaints he has is that there is a lack of response to the rule violations of his neighbor.  We understand the frustration with that, but the Association must follow it's enforcement policy for violations.  The policy is an initial letter to the violating party to remind them of the rule, then a second letter, then a third with a fine and a chance for a hearing.  This procedure has been followed for each violation report and several of them are ongoing.  We have also advised Mr. ***** to make a police report for the noise violations, which are difficult for an association to enforce.  The Association does not have a security team that can stop violations as they happen.  

  On January 23rd (Sunday), 2022 Mr. ***** emails with a complaint of lack of plowing.  We sympathize with how frustrating this was, but it was the second snow storm in a week and there was a limit to what could be done with the snow.

  On May 20th, 2022 Mr. ***** emailed requesting information on gutter cleaning, with a follow up on May 21st (Saturday).  We replied on May 23rd (Monday) that the gutters are cleaned twice a year, once in Spring and once in the Fall when the seasonal debris has fallen from the tree.   He emailed again on July 25th asking when the gutters were last cleaned, we replied on July 28th that the gutters were cleaned on June 17th.

  Customer Answer

  Date: 04/26/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  Please refer to this businesses multiple complaints from multiple owners on their reviews on Google. I am not the only one who has has issues with them. And that’s just the max amount of attachments that I’m even able to add.
  
  
  As a company they are lacking in entirety. The last time our trees have been trimmed in front of our area has been years. They cover the sidewalk. The most they do is mow the lawn and that is by far not worth anywhere near the monthly cost they are trying to charge. They can try and pull previous emails and “cover their behind” but at the end of the day. Their services are lacking and they know they can do more. Anything more than the minimum. I’ve had board member come up and knock on my door and apologize for how their front office gets nothing done and how it is a joke to even try and ask them to resolve any issues. The fact that that has even happened and that board members even admit that the front office gets nothing done within a reasonable time frame is very sad and appalling. I’m not the only one and there are many others that have similar issues and other complaints.
  
  
  
  Regards,
  
  
  
  Tyler *****