Complaints

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• Initial Complaint

  Date:08/08/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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'm currently selling my home, which is part of the Village at ********************************. The *** is managed by the Management Trust of ******. On 8/7/2025 I requested a payoff statement (i.e., demand letter) from the Management Trust, which is required by the title company for the sale of the property. I spoke with ******* and was informed that I was required to purchase a package of 18 documents for $300 for them to send the payoff statement to the title company. I have access to the other 17 documents for free on the Management Trust's online portal, and nobody needs or wants any of them. This is an excessive and unreasonable fee when I need only one simple document. The Management Trust is taking advantage of me because I can't sell the property without the payoff statement.Because the title company needed the payoff statement for the sale to proceed, I paid the $300 fee. I want the Management Trust to refund me for the 17 unnecessary documents and stop this unethical business practice. Attached are the list of documents I was required to purchase and the receipt.

  Business Response

  Date: 09/03/2025

  Thank you for reaching out and sharing your concerns regarding the home sale process. We understand that it may seem that all necessary documents should be easily accessible online, but its important to note that providing a comprehensive document package is a standard practice in the home-selling process, and similar fees are assessed for each home sale. This ensures that all parties involved, especially new owners, receive the most accurate and up-to-date information related to the sale.
  
  Our goal is to facilitate a smooth transition and provide peace of mind by guaranteeing that no critical details are overlooked. We appreciate your understanding in this matter, and respectfully, we are unable to refund the fee associated with this standard document package.
  
  If you have any further questions or need additional assistance, please do not hesitate to contact us. 
  

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23718618
  
  I am rejecting this response because:

  1.  The business has the ability to send only the required document (and charge for that single document), but they refuse to do so, citing a business practice which is NOT standard in the industry.

  2.  As stated previously, I have free access to the other 17 documents.  In addition, the buyer will have immediate free access to those documents when the sale is complete.  They don't need The Management Trust to provide them in advance.  I could do that myself if they actually wanted to see them in advance (which they don't).

  This is an unscrupulous business practice meant to squeeze more money out of a home seller, because they know the seller can't complete the sale without the payoff demand.

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