Complaints

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

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  Pillar Property Management, LLC

  3012 S Highway 174 Ste A Cleburne, TX 76033-6982

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  Pillar Property Management, LLC

  PO Box 2544 Burleson, TX 76097-2544

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:04/14/2025

  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.

  I am writing to formally file a complaint against Pillar Property Management, the former property manager for our ********************** (***) at The Escape.The property manager recently incurred $1,800+ in attorney fees without obtaining prior approval from the ********** which is a clear overstep of their authority. These charges were neither discussed nor authorized in any board meeting and were discovered after the fact. This behavior raises serious concerns about financial transparency and accountability.Additionally, it has become increasingly evident that the property manager lacks sufficient experience in handling HOA operations. Their mismanagement has led to confusion among homeowners, delays in enforcement, and a general lack of confidence in their leadership.The property manager has failed to enforce our communitys Covenants, Conditions, and Restrictions (CC&Rs). Numerous violations have gone unaddressed, which negatively impacts property values and the overall quality of life in our neighborhood.We have attempted to address these issues directly with the property manager but have not received a satisfactory response or resolution. Therefore, we are requesting the assistance of the Better Business Bureau in mediating this matter and holding the company accountable for their unprofessional conduct.

  Business Response

  Date: 04/14/2025

  We have made several attempts to communicate with the former client regarding this matter. We proposed a meeting on April 17, 2025, at 8:30 AM at ************** by Hilton, located at **************************************************************. We requested the attendance of the entire Board of Directors; however, Mr. ***** has insisted on limiting the meeting to only himself as a representative of the board. He subsequently indicated that if we did not meet him in ********, he would pursue legal action. In response, we indicated that it appears the ********************** (***) has reached a decision, and we will await correspondence from their attorney.The Association is currently in arrears with our company, and we are actively pursuing collection of this balance, which Mr. ***** refuses to settle. Due to his insufficient review of the contract, he has erroneously accused our firm of overcharging. We have provided the *** with our contract, specifically Exhibit A, which details the additional charges.Furthermore, Mr. ***** has alleged that we obtained legal counsel without the Board of Directors' approval, which is incorrect. I have attached emails evidencing the board's approval at the relevant time, along with correspondence from the attorney confirming that adequate authorization was obtained and that we are not liable for the attorney fees incurred. Mr. ***** has a history of fabricating issues for his own benefit. I have multiple homeowners prepared to provide statements to the Better Business Bureau, should it be requested.Additionally, Mr. ***** has alleged that we have not enforced the community covenants. It is important to note that our contract does not guarantee compliance or mandate regular compliance drives. There were numerous reasons for the lack of compliance drives, the primary one being that the *** did not have all necessary documents in order and was not in compliance with state regulations. At that time, the attorney advised that the community first needed to achieve compliance before any further actions could be taken, a fact of which Mr. ***** is fully aware but has failed to ************** conclusion, we are open to meeting with the entire Board of Directors, rather than just a single member. However, we are not willing to cover legal fees that we did not incur. Regarding compliance, we are prepared to offer a refund calculated based on the hourly rate specified in the original contract. Our fee was $200.00 per month, which translates to $6.593 per day, equating to approximately $0.7756 per hour, given that our office operates from 8:00 AM until 4:30 PM. Completing a violation run usually takes between 15 to 30 minutes. In the interest of fairness, we will assume a duration of 30 minutes per violation run. Under our typical contract, we would conduct these runs bi-monthly, totaling one hour per month. We commenced management in April 2023 and concluded it on October 1, 2024. Although we are not legally obligated to offer a refund, I am willing to provide one for nine months in 2023 and ten months in 2024, amounting to 19 months at one hour per month, which totals $14.74.

  Customer Answer

  Date: 04/15/2025

  Complaint: 23199094
  
  I am rejecting this response because Pillar Property Management has not offered a good faith refund.  A $14 refund is absolutely unacceptable.  We have paid Pillar $4,000 in management fees over the term of our contract.  During this time, they also ran up over $2,850 in attorney fees for our HOA without the approval of the board.  I am attaching the emails they failed to provide to the BBB in their response showing unanimous approval was required and was not received by the company before engaging an attorney for the association.  We feel like a fair refund would be $1,900 in management fees (19 months @ $100) and the $2,850 in unapproved attorney fees for a total of $4,750.  We are willing to work with them to resolve this, but they have not been cooperative at all. I have called and left messages multiple times.  They have not returned any of my calls.  

  Regarding the attorney fees specifically, I would fully expect the attorney who did the work for our HOA to expect to be paid by the HOA.  The problem is that Pillar was serving as our agent when engaging and communicating with this law firm.  As our agent and per our contract, they are required to have board approval (which they didn't have as documented in the attached email) to engage this attorney and run up over $2,850 in legal fees.   

  Per our contract, I requested to schedule a meeting with them to discuss these issues.  Unfortunately, they don't want to work with us to resolve this issue, so they offered to meet in a city that is a 45 minute drive from where I live.  On numerous occasions during the term of our contract, I have met individually with them in ********, ** to discuss HOA matters.  Now they are wanting to require all board members to attend this meeting because they know that all of us will not be able to make it 1/2 way across the metroplex.  

  In conclusion, we are willing to figure out a fair resolution with Pillar Property Management.  Unfortunately, they continue to refuse to offer any reasonable resolution as they showed in their response by offering a $14 refund.  I hope that they will reconsider so that we can get this ongoing issue resolved.  

  Best Regards,
  
  ****** *****

  Business Response

  Date: 04/16/2025

  I am writing to inform you that we are formally rejecting the proposed offer presented by Mr. ****** He has not provided any supporting documentation to substantiate his claims. We believe it is entirely reasonable to request the attendance of the entire board of directors during the upcoming ********** is our concern that Mr. ***** may be retaliating against our company following the termination of our contract with him. Furthermore, we perceive that the ********************** (***) is only receiving his perspective and not the complete context of the ************. ***** has also stated that our attorney must be present and has threatened legal action. While we are committed to addressing this matter appropriately, Mr. ***** has shown a lack of willingness to engage cooperatively. His insistence on a meeting location convenient solely for him and his demand to be the only board member present are unacceptable.Thank you for your attention to this matter.
  

  Customer Answer

  Date: 04/16/2025

  Complaint: 23199094
  
  Pillar has made no reasonable offer to resolve this outstanding issue.  
  
  Regards,
  
  ****** *****

  Customer Answer

  Date: 04/16/2025

  Complaint: 23199094
  
  I am rejecting this response because:

  Pillar has made no reasonable offer to resolve this outstanding issue.  
  
  Regards,
  
  ****** *****

  Business Response

  Date: 04/21/2025

  We believe that there is no further necessity to respond to Mr. ****** A meeting was scheduled, but unfortunately, no representatives from Escape attended. The location selected for this meeting was not intended for the convenience of either Mr. ***** or myself; it required over an hour of travel on my part. This location was chosen for its quiet environment and reliable Wi-Fi access, as Mr. ***** is aware that we intended to record the meeting. We appreciate the efforts of the Better Business Bureau in seeking to facilitate a resolution; however, it appears that a satisfactory outcome will not be achieved by either party. We ask that this now be closed.