Complaints

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

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  Kuester Management Group

  130 Ben Casey Dr STE 100 Fort Mill, SC 29708-6566

  
• 

  Kuester Management Group

  PO Box 3340 Fort Mill, SC 29716-3340

  

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:08/14/2024

  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.

  Kuester Management Group took over the management of our ******************************************* in early 2024.Since taking over, they have unfairly targeted residents in an oppressive and arbitrary campaign of violations based on personal vendettas rather than objective and fair. Examples include issuing violations to one resident when several other residents with the same violation dont receive violations.This compliant stems from a violation I received today, 8/13/24 via email at 2:15pm regarding a stained driveway. The violation is dated 8/13/2024, but the picture is from 7/15/2024. The violation is a duplicate violation of violation pending a HOA hearing on 8/15/2024. How can a violation be issued on a violation pending review? Additionally, the original violation was rectified on 7/18/2024.I replied to the 2:15pm email Kuester Management Group sent at 3:52pm stating the violation was in error and should be canceled and received an email 11 minutes later at 4:03pm stating The violation cannot be closed at this time as it is at a Stage 3 and will be discussed at the hearing. The hearing is scheduled for 8/29/24. The violation letter states the following: If it is determined by the Board of Directors/Adjudicatory Panel that you are in violation, a fine of up to $100 per day could be levied against your property and/or community privileges could be suspended. Failure to appear at the hearing WILL NOT prevent the Board of Directors/Adjudicatory Panel from levying fines or taking other appropriate action as authorized by governing documents or state law.Kuester should not be allowed to repeatedly make cavalier and unjust errors without recourse that result in very time consuming appeals for the powerless homeowners under their tyranny.In this particular case, Kuesters denial of my reasonable request places an unfair burden on me with the threat of severe financial penalties and loss of rights based on their error.I ask that the BBB please facilitate a resolution.

  

  Business Response

  Date: 08/14/2024

  ****,
  The violation you received yesterday was not a duplicate violation, but a notice to communicate the rescheduling of your hearing due to scheduling conflicts. The picture you sent has been shared with the Board of Directors to determine if the violation has been resolved. While attending the hearing is not mandatory, its a good opportunity for you to address the Board directly regarding the violation. 

• Initial Complaint

  Date:07/16/2024

  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.

  On July 8, 2024 I asked Kuester Management Group, What time and location will the July 25th Town Hall ******* be and may I record the meeting? On the same day, Kuester advised the location and said, "And recording of the meeting is not permitted." This communication was via email.I then reached out to Kuester Management Group Manager, ***************, "************,It is my understanding that the law in our state allows for a participant to record a public meeting." and asked him if the Town Hall ******* was a public meeting." ************ did not answer. This communication was via email.Yesterday, July 15, 2024 I received an email on the subject meeting with no location so I inquired again on the location and asked if Briar Chapel residents are allowed to record? ************ confirmed the location is still the ********************** but is refusing to answer the question, if Briar Chapel residents are allowed to record the ********* ******* now ? This communication was via email.The above email communications are too large to upload here. Where can I email them to please?

  

  Business Response

  Date: 07/17/2024

  The Community Manager, shared your email exchanges from July 16th regarding the ability to record the *********. Within the email exchange I received, he did answer your question regarding the ability to record. Please note that we acknowledge that he made a slight grammatical error in your response. The second word should be **** but we believe that doesnt change the message of the email.  Please see below for his response:
  You my, but not at the expense of getting in the way of other attendees and the organizations need to compete its business meeting. What I would suggest is that you ask of all the attendees and see what kind of response you get. That would be the polite thing to do as some folks may not want to be part of your video.

  The BBB response does not allow me to quote all his emails as we are restricted to a character count so I am not addressing all the emails in the chain, but in a later email you asked the following question:  So I am allowed to record the ************ Meeting on August 1 at 7pm at our clubhouse but my neighbors are not, is that correct?
  

  He responded with the following:  You didnt ask if your neighbors can record, you asked if you can record.The same information as described in prior emails, also applies to your neighbors if they want to record. I would suggest that all people who want to record get together and determine who is doing what. As long as you or others do not disrupt the monthly business meeting or get your fellow neighbors angry at you if they do not consent to you recording them.

  We feel ************ provided the answers you were seeking regarding recording the meeting in his responses. To recap, yes you can record but we request that you are respectful, dont interfere with the meeting and suggest asking attendees if they are ok with being part of your video.

  
  

• Initial Complaint

  Date:07/06/2024

  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.

  7/5/2024 For the 2nd or 3rd time in a row, I paid my HOA bill using a different method than what's on file, and Kuester's payment system AGAIN tried to take money from my account!!! I've accrued over $100 in NSF charges, PLUS I've had to pay Kuester's fees also!!! This is COMPLETELY outrageous and I want these fees from Kuester AND my NSF fees from my bank refunded to me IMMEDIATELY!!! I'm sick of Kuester s******* up my accounts!!!

  

  Business Response

  Date: 07/08/2024

  Dear ******,

  
  In July of 2022, you signed up for ACH direct draft on your account.  On the 25th of each month, our system creates a file based on the monthly charge that will generate on the 1st of the month. That balance is drafted on the 3rd of each month. Please note that we do NOT draft any prior balance due, just the charges that will generate on the 1st of the month.

  
  If you would like to cancel your ACH direct draft, please complete the form by going to the following link: ********************************************************************; Please allow up to 10 business prior to the next payment for the cancellation to be effective.

  
  If you cancel your ACH direct draft, Kuester will no longer automatically draft your account at the beginning of each month and you will be able to select method for making a payment.

  Customer Answer

  Date: 07/08/2024

   
  I am rejecting this response because:
  
  This does not help me in the least! I paid by other means on the 1st of this month, and when this happened last month, your people called it an "accounting error"! Plus when i had this problem last month, your reps neglected to mention any of this! This is on your company, and I WANT MY FEES REFUNDED!!! This is absolutely ludicrous!!!

  

  Business Response

  Date: 07/12/2024

  Dear ***************,

  To ensure there was no miscommunication, your Community Manager reached directly regarding the situation.  She told us that you were happy with the explaination and the courtsey waiver for the fees on your HOA account due to the circumstances.

  Customer Answer

  Date: 07/12/2024

   
  Better Business Bureau:
  
  Thank you very much for the help! The community manager was amazing to work with and I look forward to working with her again in the future within the community.
  
  Thank you. 
  

• Initial Complaint

  Date:06/11/2024

  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.

  In December 2022, ****** ****** Manager Kuester Management Group (KMG) told me my new monthly due amount for 2023 is listed on their annual invoice of December 16, 2022. Accordingly, I paid the listed amount of $455.43 monthly, in full and on time. See KMG annual invoice 12_16_2022.
  
  In January 2024 I inquired on a credit balance in my account. I’ve been paying my monthly dues in full and on time since I moved to Briar Chapel in August 2016 and accordingly there is no reason for a balance in my account.
  
  KMG said the reason for the balance in my account is because I overpaid my dues each month in 2023. I then discovered KMG also charged me $10 for unknown reasons. See Exhibit A Unknown 2021 charge.
  
  Per KMG I am not the only homeowner with an unknown charge. See attached Kuester 1_26_24 other unknown charges. KMG said I will, "need to contact FirstService since they have those records”. See Exhibit B KMG response. I contacted FirstService to no avail.
  
  KMG later advised me that I was also charged late fees and interest fees for one late payment. I advised KMG that this was incorrect. I have paid my dues in full and on time since I moved to Briar Chapel in 2016.
  
  KMG refunded me the above-mentioned unknown charge, late fees and interest fees and advised me that my balance was now zero.
  
  I then received a Delinquent Notice in the mail from KMG. I was reassured by Briar Chapel Community Association that it was removed from my file and accordingly requested a confirmation from KMG. Per ***** ******** Director Kuester Management Group at ***************** the Delinquent Notice will remain in my records.
  
  Another accounting error by the Kuester Management Group was in the amount of $347,400. See attached 2024 Budget Error.
  
  I am concerned for my community.

  

  Business Response

  Date: 06/17/2024

  The $10 charge on your account was a balance that was sent
  to Kuester from previous management. It seems like you were unable to get help
  from the previous company based on your complaint, so our team investigated your
  records. After reviewing your history line by line, we identified that in 9/2021
  you underpaid your assessments by $10, therefore leaving a $10 balance.

  The $10 balance dropped to $9.70 in July of 2022 as you
  overpaid your payment by 30 cents. On 1/1/23, your account balance was paid in
  full.  At that point, you started making
  overpayments each month, causing a credit on the account.
  We received your payment of the 17th in October
  2023, therefore late fees/interest were added to your account. Once your
  payment was received, your previous credits covered the late fees/interest and reduced
  your credit to $64.23.

  The Community Manager
  informed you that you could reduce your next payment to $352.40 to remove the
  credit. The payment we received was $315.13 therefore leaving a balance of
  $27.57. This balance incurred late fees/interest of $20.23. The Board of
  Directors agreed to waive the late fees of $20.23 and the $27.57 to bring your
  balance to zero.  The $27.57 was waived on 3/27/24 but the delinquency was
  created on 3/18/24. We are not able to remove the delinquency from your account
  as this is part of our accounting records. Please note that we do NOT report to
  credit agencies, and this will not have any effect on your credit score.

  There was an administrative error in the budget that was approved
  in which the income was overstated. The error was found by our accounting team
  in January of 2024 and immediately addressed by the Community Manager with the
  Board of Directors and Finance Committee. This was an unfortunate error but the
  Board was able to make slight adjustments to the budget that didn’t have negative
  effects on the community. Kuester has already taken steps with Committee and
  Board of Directors to ensure this will not happen in the future.

  
  

  Customer Answer

  Date: 06/18/2024

  
  
  Dear BBB,
  
  Thank you for attached communication on June 17, 2024.
  
  On January 26, 2024 I was advised, "Kuester took over management in Jan 2022, and the former management company, ************* *********** *****, rolled over that $10.00 balance to us in Jan 2022.  Unfortunately, they did not provide any records regarding the reason for the charge.” See attached.
  
  I understand Kuester’s letter of June 11, 2024 to say that they changed their position because they identified that "in 9/2021" I underpaid my assessments by $10, therefore leaving a $10 balance. There was an underpayment of $10 in 2021 but it was not in “9/2021” and it was corrected.
  
  The 2021 monthly due was $364.30. The underpayment of $10 was made on check #2603 dated 07/01/2021 in the amount of $354.30 and it was corrected with check #2617 dated 08/01/21 in the amount of $374.30. I found this error and corrected it so the balance was back to zero on “9/1/2021”; the HOA did not charge me for this underpayment. This $10 underpayment was also not included in the account information from Kuester’s website on March 6, 2024. See attached. 
  
  Homeowner Associations need to advise homeowners immediately if the homeowner is overpaying, underpaying or being charged any additional charge and the homeowner should also be told the reason for each charge. 
  
  The accounting error remains a concern because it was in the hundreds of thousands of dollars. 
  
  Sincerely,
  ****** ******* ******
  *** ******* **** ***
  ****** ***** ** *****
  
  
  

  

  Business Response

  Date: 06/18/2024

  *******
  There was an underpayment  in July of 2021 and you made the extra payment
  in August.  Based on your transactional
  history another underpayment of $10 was also made in September of 2021.  This was the $10 underpayment that came to us
  a beginning balance from the previous Management Company.  This underpayment was included on the picture
  of your ledger you provided.  The date of
  the transaction was 12/31/2021- Prior Mgt. Assessment Beg Bal 2021.  This is the second line item on the picture
  you shared.  The reason for the $10
  charge was due to a balance with previous management.

  Briar Chapel has opted to only send homeowners statements once
  a year, as a cost savings for the community. 
  In our communities who receive statements monthly or quarterly (depending
  on billing frequency) you would have received a statement showing the $10
  owed.  Late notices are only sent to
  homeowners in Briar Chapel who owe more than $20, therefore you didn’t receive
  a statement showing the monies owed. 
  Please note that you can access your transaction history at any time by
  accessing your account via the Web portal for your community.
  Please note that the error was not an accounting error but
  an administrative budgeting error.

  Customer Answer

  Date: 06/18/2024

  Dear BBB,
  
  I was not told by ***** ******* *********** nor by Kuester Management Group that there was a second underpayment of $10 with check 2627 in the amount of $354.30 on 8/25/21. I will immediately mail a check payment in the amount of $10 to Briar Chapel Community Association, Inc, c/o Kuester Management Group ** *** **** ********* ** *********** The payment that incurred a late charge and interest fee however was not my fault.
  
  It is helpful to now have our account information available online; it was not when I first inquired with Kuester’s Manager, ****** *****. 
  
  Homeowner Associations need to advise homeowners immediately if the homeowner is overpaying, underpaying or being charged any additional charge and the reason for each charge. I have reached out to my General Assembly representatives for a legislative remedy on this problem.
  
  The accounting ("administrative budgeting error” per Kuester 6/18/24) remains a concern because it was in the hundreds of thousands of dollars. 
  
  Sincerely,
  ****** ******* ******
  *** ******* **** ***
  ****** ***** ** *****
  
  
  
  

  

  Business Response

  Date: 06/19/2024

  *******
  I have a attached a PDF that contains your transaction
  history that we received from the previous management company so that you can
  see the underpayment from September 2021. 
  There is no need to send a check to the HOA, as this $10 was part of the
  monies that were waived by the HOA Board of Directors.  Regarding the payment that incurred a late
  charge and interest, your assessment check was received after the grace period for
  the community.  The Briar Chapel Board of
  Directors waived late charges and interest associated with this transaction.

  
  Regarding your online access to your account information,
  you have had access to the portal with your account information since Kuester
  took over management of the community.

  Customer Answer

  Date: 06/19/2024

  Dear BBB,
  

  I had a credit in my account and the credit in my account is what prompted a review. During the review, I discovered I have been paying $10 extra every month for a year and I have an unknown $10 charge and a late charge and interest fee.
  
  Kuester refunded me the unknown $10 charge and the late charge and interest fee. I accepted the refund because the $10 charge was unknown to Kuester and to me and the late charge and interest fee was not my fault. And the record clearly shows that the $10 unknown charge became known to Kuester only after I filed with the BBB.
  
  The online account information was also not available when I first inquired about my account with ****** ****** Manager of Kuester Management Group. Mr. ***** said that Kuester is working on having this information available online to the homeowners.
  
  The $10 check payment has been mailed. I cannot accept to be refunded for something I owe.
  
  Homeowner Associations need to advise homeowners immediately if the homeowner is overpaying, underpaying or being charged any additional charge and the reason for each charge. I have reached out to my General Assembly representatives for a legislative remedy on this problem.
  
  The accounting ("administrative budgeting error” per Kuester 6/18/24) remains a concern because it was in the hundreds of thousands of dollars. 
  
  Sincerely,
  ****** ******* ******
  *** ******* **** ***
  ****** ***** ** *****
  
  

  
  

• Initial Complaint

  Date:04/11/2024

  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.

  Kuester cut down my **** instead of my neighbors ****. I had received a voicemail from ***** asking if I was okay with my **** being cut down. I was under the understanding that ************************* (my neighbor) had put in a work order. She had complained to me about her drains being stuck with roots when I approached her while she was walking her dog so I assumed it was the river birch and gave permission to Kuester to go ahead and cut it. I was not aware that that was not the **** that she had requested, but trying to get along with my neighbor, I went along with it. I never never ever put in a work order for that **** and it was initiated by Kuester. I had assumed from our conversation that ***************** had put in this request but upon further discussion with ******, I came to understand that they were asking about the request she put in but cut my **** down instead. The issue is that they took the wrong **** down and that she wanted her crpe myrtle **** taken down either then became disappointed because I enjoyed that **** shade. In addition to them cutting down my **** by mistake they recently did a ***** removal and did not clean up the 3 foot pile of debris they left behind.

  

  Business Response

  Date: 04/12/2024

  Dear **************,
  After receiving your complaint, a member of our leadership team reached out to you in order to gather more information.  During the conversation, we discussed the fact that the correct tree was removed. The removal of the tree that you are referring has been on a list that is managed by your ***** of ********* for over 1 year. The ***** of ********* approved the removal of tree as the roots were growing towards the foundation of the units. 

  Please note Kuester does not have the authority to approved work orders or projects within the community, only the ***** of ********* for your community have that authority.  Your Community Manager reached out to verify that you were ok with the removal of tree as courtesy prior to it being removed.  Please note this was a courtesy as the tree in front of your unit is in Common Area, therefore the homeowners approval is not required if the ***** of ********* determines that the tree needs to be remove.
  

  Based on a request during the phone call, your Community Manager also reached out to you address your concerns regarding the tree and other items pertaining to work orders you have submitted.  In regards to the debris they behind from the ***** removal, a vendor has been contacted to clean up the debris.

  
  If you have any further questions or concerns please email us at **********************************.

• Initial Complaint

  Date:04/04/2024

  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 have asked Kuester which is the *** company to come out to my townhome to remove a tree and roots and repair an external pipe that has caused internal plumbing issues since 12/2023. I had to put this request in writing because the website work orders mostly default to home owners responsibility even though the ruling documents for this community state otherwise. I asked for a reimbursement because I had to pay for a pipe service due to the roots growing into my pipes and I asked for the tree and root removal and pipe repair and I was initially told "No" by the property manager *************************** and she stated that the *** company only did light pruning of trees and that removal would be at owner expense. I went and found the *** documents that clearly state that is not accurate and shared a photo of the tree that needed to be addressed and ******* then came back and took back her original statement. The reimbursement and conversation was not settled until I had to reach out to member of the board for assistance as the following the proper protocols resulted in no follow up contact or a follow up by a person who could not escalate my request. The tree and root removal and pipe repair still remain unsettled as of today, April 3, 2024. I have requested conversations with a manager more senior to ******* and was put in contact with ************************* who has only responded to my request with a delay and then when I had a delay to his response that simple stated he was out of town, the ticket was closed. I requested that the tree and roots in MY front yard be removed and pipes be fixed and sent pictures. I arrived home today and my neighbors tree was cut down. My original request has still not been answered and now my neighbors tree that has nothing to do with this situation was wrongfully cut down. This company is infuriating. I pay my monthly dues only to be met with utter incompetence and lack of follow-up. I need them to be held accountable and fix my original request.

  

  Business Response

  Date: 04/05/2024

  Dear ******,
  As an agent for the Association, we do not have the ability to deny or approve work orders within a community.  Only your **************** of ********* have the ability to approve work to be completed within the community.  Your Community Manager has worked directly with your ***** of ********* to address your work order request and reimbursement.   The ***** of ********* made the decision to reimburse you for your expenses incurred,please note there was a delay in the reimbursement as they had to seek advice from an attorney.  An Arborist did come out to check your tree and they recommended not to remove the tree if your lines were clear, as this service had already been performed.  If there was an issue with the external pipe,you would likely still be experiencing a problem.  If you are still experiencing issues and would like the external pipe to be checked, please submit a work order and the ***** will review the request. 

  Regarding your neighbors tree, this was not a mistake.  The removal of this tree was approved by the ***** of *********.  The Director of Management reached out to you but did close the ticket after there was no response from you within 2 weeks as he assumed the issue had been resolved.  If you would like him to reach out to you again, please send an email to ********************************** with the request.

  Customer Answer

  Date: 04/09/2024

   
  I am rejecting this response because: I was told by the community manager that the work order was denied. Additionally ***** asked if I wanted the work order closed  and I responded I did not. I also spoke to my neighbor who said he was contacted by Kuester about his tree obstructing my pipes so that is a lie because ***** did not want his tree cut down and it was a mistake. Additionally, I have not been contacted or followed up with on this matter at all. 
  

  

  Business Response

  Date: 04/12/2024

  Dear ******,
  After the conversation that we had yesterday, we believe that we have identified the steps that need to be taken to resolve your complaint.  As stated during the call yesterday, Kuester ultimately does not have the authority to approve work orders or projects within the community.  ********* of ********* for your community approve all work orders or projects.  We ended our conversation with the action to be taken is to share your request for the removal of the tree and roots with the ***** of ********* for them to make a decision regarding the removal of the tree.  Along with the request for the tree removal, we will also share the following information:  The pipe is currently clear as the vendor you hired removed the roots.  The vendor informed you that if the tree is not removed, it could happen again.  You are trying to be proactive to ensure that is doesnt happen again in the future. You also requested that we tell the ***** of ********* that you will seek reimbursement if the tree is not removed and the pipes are effected in the future.  Your community manager will submit this information to the ***** of ********* and their decision will be shared with you.
  If you have any additional questions please contact us by emailing ***********************************

• Initial Complaint

  Date:01/08/2024

  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.

  Kuester Management Group is refusing to advise if a missed state-mandated termite inspection was completed in 2023 and how this ongoing annual problem will be addressed.

  

  Business Response

  Date: 01/12/2024

  ****************,
  The Assistant General Manager for the community sent it to you via email on January 5, 2024.  ********* President also sent you the report of November 6, 2023.   Please note that the inspection is not state-mandated, it is in place to protect the termite bond offered by the pest control company.  Even though the vendor was not able to enter your neighbors garage, the vendor still renewed the bond.  Therefore, if there is any termite damage in the ********* would be handled under the bond. Unfortunately, we cannot force homeowners to allow vendors into their personal units.  Please be assured that you are not at any risk by your neighbors garage not being inspected.
  

• Initial Complaint

  Date:01/08/2024

  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 Hoa sent an email to owners and residents advising ****** was suspended for 2 weeks.The towing company claims that they were not notified by the Hoa to cease towing. I have requested proof aid this. I have not received. My car was damaged in the process of towing. I requested in person for pictures of the job showing how the company towed my car, as well as texted the admin and requested them. Both request was ignored however the admin showed me that they were available in her phone. My car was towed from the business to *** because of issues and is being accessed for additional damages at this time. I have attempted to text company and received no response.The Hoa reached out to towing company and they did intially reply however since the failed to communicate after initial email.*** has reimbursed me with 294 for towing. Check has not been cashed.They have accepted responsibility for towing. Damages for vehicle being repaired are *******. The Hoa should be responsible for damages and recover monies back from towing company since they failed to issue cease of towing to ****************, whom is there vendor.I should not have to chase towing company down, although I have made an effort to rectify the issue in good faith.I have reached out to HOA and towing company on 01/02/2024 and requesting contact and insurance and they have failed to contact me as of today.Damages for vehicle being repaired are *******. The Hoa should be responsible for damages and recover monies back from towing company since they failed to issue cease of towing to ****************..

  

  Business Response

  Date: 01/12/2024

  Dear *****,
  It is correct that towing was suspended during two week period during the holidays.  The towing company was notified verbally and via email that towing was suspended until January 2nd.  The *** provided reimbursement to the homeowner as a courtesy and is seeking reimbursement from the vendor.
  This circumstance has been discussed with the Association Attorney, and the Association is not responsible for any damage caused by the towing company.   The alleged damage to the vehicle must be pursued through the towing company, as they would be liable for any damage caused to the vehicle during the towing process.  Per the information we received, the towing company has researched facts around the towing of your vehicle and this information has been shared with you.  *************** Attorney recommended that you contact the towing company again or discuss the matter with an attorney who can advise on your rights regarding the damage with tow company.

• Initial Complaint

  Date:09/29/2023

  Type:Delivery 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 December 25th 2022 my condo was destroyed by a flood. Due to poor management of the situation and blatent refusal by Kuester to return my phone calls or emails the reconstruction has not yet been completed nine months later. I cannot get this company to return my calls and provide assistance. One of the simple things that I need help with is for them to give the ok to their insurance company for me to get a new dishwasher since the old one was damaged beyond repair. They refuse to return my calls or assist.

  

  Business Response

  Date: 10/02/2023

  Dear *******,
  We are sorry to hear that you are not satisfied with the service we provided as we always strive to provide an excellent experience! 
  

  After receiving your complaint, we followed up with our Director of Management, **************************  ***** attempted to call you on Wednesday, September 24th to provide an update regarding the dishwasher.  His update was that it has been submitted to the insurance company but we are still waiting on a response, this update was also provided via email on September 22nd.
  ***** called you again on Friday, September 29th after receiving the complaint to ensure that you received his voicemail with the update on the situation.  During the conversation he provided an update that we are waiting to receive information from the insurance company.
  

  On Friday afternoon, we did receive confirmation that it was approved and the check was mailed.  We received the check today, Monday, October 2nd.   Your Community Manager reached out to you to let you know we received the check and that you could schedule the repair with your vendor. 

  Customer Answer

  Date: 12/18/2023

   
  I am rejecting this response because:

   

  On 12/25/2022 my condo was flooded. I have been compensated for my losses from the *** insurance company except for an expense of $100 that I had to pay out of pocket for drywall/ceiling removal. I emailed documentation to *********************** and followed up with two phone calls but he has not responded to me. I request assistance with getting this resolved.
  

  
  

  

  Business Response

  Date: 12/22/2023

  *******,
  We have submitted your requested for the reimbursement to the insurance company.  As soon as we have a response from them we will provide you an update regarding the additional expenses associated with your claim.  If you have any questions, please contact us at **********************************. 

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

  Executive Director of Operational Excellence

  Kuester Management Group

• Initial Complaint

  Date:06/28/2023

  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.

  Kuester manages *************** community in ************, ** as HOA on behalf of community developers. Developers (unknown) have failed to complete neighborhood. Common areas adjacent to our home are incomplete, with unfinished sidewalks, construction debris, organic debris from clearing, weeds, and general mess. Kuester has repeatedly stalled or outright ignored formal and informal questioning and requests for (1) developer to complete community including aforementioned areas and/or (2) status updates regarding PLANNED completion of aforementioned areas. We are nearing our tenth (10th) month of residency and all homes affected by adjacent unfinished common areas were completed and occupied no later than 10/1/2022. We are simply asking for completion of common areas to community standards by the developer. As residents, our only recourse and method of communications is via Kuester. Please see images of areas in question t this shared link: *******************************************

  

  Business Response

  Date: 06/30/2023

  Although Kuester is the management company for the **** completion of areas throughout a developing community is dependent on the developer and local agencies.  Certain areas are completed based upon construction surrounding the area.  Your Community Manager is closely monitoring requests from homeowners regarding unfinished areas and construction debris in the community and provides homeowner updates as soon as updates are received from the Developer. Unfortunately, we were unable to access the photos through the link provided in the review.     We understand your frustration as a homeowner, but unfortunately when moving into a developing community the types of items mentioned in your complaint are common while the developer finishes building out the community.

  Customer Answer

  Date: 06/30/2023

   
  I am rejecting this response because: 
  We have repeatedly been told that the *** (Kuester) is the point of contact, but they push off blame to the developer when it suits them. This IS NO LONGER a developing neighborhood and has not been for months (with our section being completed in October 2022), so I reject that excuse. Even representatives from the builder, **************, question why the developer is stalling. Point is, I hold Kuester responsible for getting the work done in a timely manner and communicating properly. The area in question is (a) unsightly (b) unsafe and (c) detrimental to proper drainage. It needs to be fixed now.