Complaints

This profile includes complaints for Goodwin & Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Goodwin & Company

  2425 N Central Expy STE 500 Richardson, TX 75080-2735

  
• 

  Goodwin Management Inc.

  1300 Hercules Ave Ste 210 Houston, TX 77058

  
• 

  Goodwin & Company

  1350 N Loop 1604 E suite 120 San Antonio, TX 78232

  
• 

  Goodwin & Company

  3151 S Vaughn Way Ste 100 Aurora, CO 80014

  
• 

  Goodwin & Company

  11950 Jollyville Rd Austin, TX 78759

  

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:05/05/2025

  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 am a current resident at the *********************** and submitted a request through TownSQ as instructed by ****** **** for *** approval to proceed with installing a generator on 3/1/2025. After several verbal conversations and several emails, the representative now refuses to answer any questions or return calls regarding the situation. Per our initial conversation, the process would require 2 weeks for approval and now I have no way of communication outside of the mentioned app that has not been reviewed. My contractor and I have both submitted plans and photos as directed by the representative that has now decided to not respond.

  Business Response

  Date: 06/26/2025

  This was resolved as of 05/21- please see communication:

   

  ****** ****
  03/10/2025, 03:55 PM
  This project is open to vote.**** & ***** *******
  03/12/2025, 10:09 AM
  How will the new generator be shielded from view from the street?
  ********* ********
  03/14/2025, 01:23 PM
  As required by Application for Approval of Exterior Modifications, we request (a) Lot Survey showing location of structure, and (b) Photo / design rendering of enhancements. Thank you in advance.
  **** **** & ***** Chuan
  03/19/2025, 04:47 PM
  Test
  
  HomeownerKeng **** & ***** Chuan
  03/21/2025, 03:06 PM
  ****** - Please advise on how to respond to inquiries made.
  
  HomeownerCarl & ***** *******
  03/22/2025, 12:23 PM
  How will the generator be shielded from view from the street?
  
  Comment sent to homeownerKeng **** & ***** Chuan
  03/28/2025, 03:10 PM
  The attached survey plan reflects the location of the proposed generator location and will be shielded by multiple bushes and trees currently already planted on the property. Given the current angle of the house structure along with existing landscaping the generator has no visibility from the street nor sidewalk.
  
  HomeownerGuillermo ********
  03/28/2025, 03:59 PM
  NFPA 37 requires 3 ft. of clearance at the front and both ends. Proposed location on survey does not seem to allow room for such clearance between generator and wood fence. This is a fire hazard. Please relocate unit on survey and resubmit.
  TownSq
  04/10/2025, 03:08 PM
  Waiting for verdict letter.Goodwin Architectural Facilitator
  04/10/2025, 05:37 PM
  Hi, as per ACC, NFPA 37 requires 3 ft. of clearance at the front and both ends. Proposed location on survey does not seem to allow room for such clearance between generator and wood fence. This is a fire hazard. Please relocate unit on survey and resubmit.
  
  Comment sent to homeownerKeng **** & ***** Chuan
  04/15/2025, 02:22 PM
  No wooden fence has been on the property since the home was built and never existed on the property. The proposed location of mentioned generator will be installed on a concrete pad 6ft from home structure including neighbors.
  
  HomeownerKeng **** & ***** Chuan
  04/15/2025, 02:23 PM
  Are we able to schedule a face to face visit at the property to ensure clarity in this proposal.
  
  HomeownerKeng **** & ***** Chuan
  04/17/2025, 09:16 AM
  Photo image of generator location uploaded. Please advise on how to submit.
  
  HomeownerGuillermo ********
  04/17/2025, 04:55 PM
  OK. Photo reviewed. Vote to approve.
  ********* ********
  04/18/2025, 03:51 PM
  The project decision has been overridden and is now Verdict letter - Homeowner reports no wooden fence located on premises, so previous reservations no longer relevant. .**** **** & ***** Chuan
  04/28/2025, 10:06 AM
  Could I get some updates or a phone number to call?
  
  HomeownerKeng **** & ***** Chuan
  05/02/2025, 07:13 AM
  Is there anymore info I need to provide or is this in review?
  
  HomeownerGoodwin Architectural Facilitator
  05/21/2025, 09:38 AM
  Project approved.Goodwin Architectural Facilitator
  05/21/2025, 09:39 AM
  Hi! Your architectural application has been approved. See the letter attached for your records. Thank you!
  
  Verdict Letter - Generator Install .pdf
  Comment sent to homeowner

• Initial Complaint

  Date:04/24/2025

  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.

  *** has been extremely problematic at **********************. Goodwin & Company. They are vigilant about fining homeowners for having trash out for 1 extra day, but fail to perform any of the necessary upkeep for the community. Earlier this year we had a christmas wreath that has been out for nearly 2 months before removal. Additional the three points sign for our community has still not been restored so people cannot see the community. It says "three" instead of three points. It makes the community look cheap and undesirable. Additionally I was fined nearly ****** for a trash can they waived ***** as a waiver. It is not fair that a homeowner is fined relentlessly, but the *** does literally nothing. We are offered trash pick up once and I went on vacation. It truly is not fair that the *** acts like this. Additionally, the common area of the community lawns are not attended too. I wish the *** can have the same fines that we as homeowners incur. It is utter nonsense. I believe the BBB was paid by Goodwin&Co. I do not see how this rated so highly.

  Business Response

  Date: 06/26/2025

  Thank you for sharing your concerns.
  We understand your frustration and appreciate you bringing these items to our attention. If you have photos of the common areas or signage issues, please submit them so we can escalate the matter directly with the landscaper and appropriate vendors.
  Please know that we work at the direction of the Board and enforce community standards in accordance with the recorded Covenants, Conditions, and Restrictions (CCRs). We will continue to support the Board in maintaining the community and addressing concerns as they arise.

• Initial Complaint

  Date:04/21/2025

  Type:Customer Service 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 submitted a ticket on the TownSq portal on 3/4/25, regarding roof damage caused by a storm. On 3/11, the ticket was closed without resolution, with the comment: This has been logged and submitted to insurance. Within 2min of the closure, I responded Please reopen as the issue itself is still open. Submitting to insurance is a great update but not sufficient to close the ticket.About 5hrs after the closure, I called customer service to request the ticket be reopened. I was told that a message would be left, but by Tuesday morning, nothing had changed. I called again, but received no resolution, and the lack of assistance escalated the situation from a minor issue to a larger problem. I also attempted to email the account manager requesting a phone call but I suspect I may have an incorrect email address as there is not one posted on TownSq and no reply occurred. I also do not have a phone number to reach out directly.On 4/16, someone from the compliance department called from my customer service escalation and was able to reopen my ticket. By 10am the next day, the ticket was closed again, with the comment: We are closing storm-related requests as they have been logged and submitted as an insurance claim. Do not re-open. Please review the notice sent to the community. Within 30min, I responded through the portal, requesting that the ticket remain open, as I have concerns that the repair may not be completed if it is closed prematurely. My concerns stem from past experiences where tickets (both mine and those of my neighbors) were not addressed in a timely or thorough manner, often getting lost in the process.I am submitting this complaint in the hope that my ticket will be reopened and remain open until the repairs are completed. I understand that resolution will take time, given the number of homes affected, but keeping my ticket open is essential to ensure my home is not overlooked amid ongoing changes in community management.

  Business Response

  Date: 04/22/2025

  Dear Better Business Bureau,
  Thank you for bringing this matter to our attention.
  We understand the homeowners concern and appreciate their desire for updates regarding storm-related roof damage. However, as outlined in the TownSq announcement posted on March 26, 2025, the community is currently in the process of filing a comprehensive insurance claim to address widespread storm damageincluding roofing, siding, fencing, and other structural elements.
  Due to the high volume of requests received (hundreds, as noted), we are unable to individually track or leave storm-related tickets open in TownSq. As such, all reported storm-related issues, including the homeowners, have been logged and submitted to the claims adjuster and our contractor. This ensures they are in queue to be addressed as part of the broader insurance claim process.
  The announcement also notes that, once logged, storm-related tickets are being closed to allow us to better manage and prioritize unrelated maintenance requests. We understand that this may be frustrating, but it is part of a broader strategy to manage resources efficiently and ensure no request is overlooked. We kindly asked residents not to reopen tickets for issues already submitted, as doing so may disrupt this process.
  For urgent matters such as active leaks, residents were instructed to contact our roofing contractor, Dynamic National, directly. The contractors phone number was also provided in the announcement.
  We remain committed to restoring the community following the storm damage and appreciate the homeowners understanding as we work through this complex claim. Their request has been noted, and repairs will be addressed based on priority and as directed by the insurance and contractor team.
  Sincerely,
  ****** Settlers Village Management

  Customer Answer

  Date: 04/23/2025

  I have reviewed the business response and I am accepting the response in good faith, but I remain concerned that my home may be overlooked during the repair process. My primary issue is that my ticket was closed without resolution, leaving me unsure whether my home will receive the necessary attention when repairs begin. I did not submit this complaint to request updates, so I am unclear as to why that was included in the response.
  Additionally, I am troubled by the limitations of the portal, which seems unable to track incidents at an individual level. According to the response, the company lacks the capacity to manage such a high volume of requests, reinforcing my concerns that Goodwin & Company will not be directly overseeing this issue. Instead, it appears they will simply pass along information and assume the homes are addressed. I sincerely hope Goodwin &Company proves me wrong and exceeds the expectations set by past experiences within my community.

• Initial Complaint

  Date:04/18/2025

  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.

  4/17/25 We lost hot water without notice and in time explanations.4/18/25 Our water got entirely shutdown without notice again. Property manager fail to answer the phone calls nor call back to **** would like to get clarification about the listed questions down below:1. The reason for the current shutoffs without notice 2. The current policy for delivering notice prior to the shutoff 3. The reason of failing to response after the occurrences 4. The solution for resolving this issue in the future 5. Improvements for the notice system and effective communication path between home owners and property manager 6. Possibly backup personal to address the issues.

  Business Response

  Date: 07/09/2025

  We appreciate you reaching out with your concern; however, Goodwin and Company is no longer the managing agent for Tanglewilde Townhomes and therefore cannot assist with this matter.

  Thank you.

  Customer Answer

  Date: 07/09/2025

  I am rejecting this response because:   Lost of the business does not mean the company cannot deliver formal apology.

  Business Response

  Date: 07/14/2025

  Thank you for your message.
  Please note that Goodwin & Company is no longer the managing agent for this community, and as such, we are unable to provide the solutions or clarifications you have requested.
  While we cannot speak to the specifics of what occurred months ago, we do want to acknowledge that water shut-offs can be complex. In ideal circumstances, advance notice is provided to all residents; however, in certain casessuch as emergency repairs or urgent utility-related issuesadvance notice may not be possible due to the nature of the situation.
  We recommend directing any further concerns to the current management company or your Board of Directors, as they would now be the appropriate point of contact for your community needs.

  Customer Answer

  Date: 07/14/2025

  I am rejecting this response because:   

• Initial Complaint

  Date:04/08/2025

  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.

  Between Nov 2024 and Apr 2025, I was charged over $2,713.44 in ***-related fees including AR fees, legal fees, certified mail fees, a lien release fee, and late feesnone of which were properly disclosed or communicated. I had a fence violation placed on a 90-day hold by the *** on Jan 9, 2025, and I completed repairs on Feb 22 with proof sent by email. Only then was I told there was a very large balance. This was the first and only billing statement I had ever seen.Until then, my *** portal showed a $0 balance, and I received no certified mail, email, or notice. Later, they admitted they had the wrong email on file, yet Im being penalized for not responding. When I requested clarification, I was referred to *******************************, their legal firm. I emailed and called repeatedly in FebMar with no reply. Eventually, I learned my account manager had changed without notice. Even after resending everything, I was ignored and sent a generic bill.I was charged $75 for lien releaseyet they confirmed no lien was filed. Certified mail fees were added with no delivery or tracking proof. I was charged $564 in legal fees during the same time they werent responding to me. I offered to settle in good faith by paying $1,006.36 for valid assessment and legal fees, but that was denied. I also called the ***s customer care line, and they told me I had no balanceconfirming I was misled.They now demand I pay $2,365.36 before April 30 or lose a partial waiver and owe $2,788.44. This is coercive and unfair, especially given their administrative errors and lack of transparency.I am formally disputing all charges except the $300 and $330 assessment fees and request that all other fees be waived. I am seeking a fair resolution and immediate correction of this issue.

  Business Response

  Date: 04/22/2025

  This has been resolved. Late Fees as well as violation fines were waived as homeowner made payment in full on 04.18.25.

• Initial Complaint

  Date:03/23/2025

  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.

  To Whom It May Concern,I am submitting this complaint regarding Goodwin & Company, our *************************** (***), due to their ongoing negligence, failure to maintain amenities here in *********, and disregard for resident safety.Despite repeated work orders, community complaints, and a formal report to the ***************** during Spring and Summer 2024, Goodwin & Company has failed to take appropriate action on the following:Pool Area:Tiles are falling off and into the pool, creating safety hazards.Wasp infestation continues to pose a ********* Spring/Summer 2024, unsafe pool chemical levels led residents to report the *** to the *****************.Broken chairs have caused injurieschildren have fallen through them.Mold covers furniture, making it unsanitary.A homeless person was found living at the pool; police were called by residents.Non-residents regularly jump the fence to access the pool.The handicap chair is broken and unusable.Key equipment is broken, including the chemical dispenser and pool refiller.A new pool cleaner was hired, but hes being instructed to chip damaged ledges without a professional *****.Broken chairs were thrown away, then pulled from the dumpster due to no money to replace themeven after a *** dues increase in January ********* orders have been submitted for over a year with no resolution.Playground:The playground is rusted, unsafe, and worn ********* orders submitted since January 2025 remain unaddressed; residents were told it will take another 810 **************:Stones and barriers have been moved, leaving our gated community fully ungated.***** are frequently left open, allowing anyone in or out freely.These conditions harm the safety, well-being, and property values in *********. Homes are now difficult to sell due to the visible decline. We ask the Better Business Bureau to investigate and help hold Goodwin & Company accountable.

  Business Response

  Date: 03/27/2025

  Dear Better Business Bureau,
  Thank you for the opportunity to respond to the concerns submitted by Mr. ******** regarding the ************************************* (***).
  Goodwin & Company serves as the managing agent for the Miralomas POA. We do not own or control the communitys amenities or assets; rather, we operate at the direction of the elected Board of Directors for the Association. Any decisions related to repairs, replacements, or capital expenditures require board approval before we may proceed.
  That said, the community manager assigned to ********* has maintained consistent communication with homeowners and has been actively responding to maintenance-related concerns. For example, in response to Mr. ********* inquiry regarding the pool area, the following message was sent by the manager on March 13, 2025:
  Good afternoon, the work is in process. There should be no expectation of the area looking perfect while in process of being chipped, which is mid-stage of the work order. The pool vendor anticipates the calcium removal on the tiles to be completed by *****************start="1313" data-end="1316"> In regard to the playground, after inspection by the playground equipment company, you can expect a minimum of 8 weeks lead time for the materials to come in for that playground repair. Thank you for your understanding as things continue to progress.
  Our role as managing agent is to ensure vendors are engaged as directed and that the board is kept informed of timelines, vendor recommendations, and available options. Many of the items noted in the complaint have been brought to the board's attention and are in various stages of being addressed. As the association's budget allows, additional repairs and enhancements will continue to be prioritized and implemented accordingly.
  We understand homeowners' concerns and frustrations when timelines are longer than expected. Our team remains committed to working closely with the Board and vendors to ensure community needs are met, and that progress is communicated clearly.

   

  Customer Answer

  Date: 03/31/2025

  I am formally rejecting Goodwin & Companys response as it fails to address the ongoing issues that have been neglected for months. Since January 2024, we have repeatedly requested necessary pool maintenance, as our communitys pool is supposed to be open year-round. Unfortunately, Goodwin & Company has only now begun taking steps to address these issues, and the action they have taken has been far from sufficient.
  
  
  As a Purple Heart recipient and Wounded Warrior, one of the primary reasons we chose to move here was for the ability to complete aqua therapy year-round. However, until this complaint, Goodwin & Company has consistently performed only the bare minimum in terms of pool maintenance. Notably, the pool refiller has been broken for four years, which is completely unacceptable. Additionally, the disabled pool chair has been nonfunctional, preventing our disabled residents from using the pool as intended.
  
  
  As of today, I witnessed an individual jump the pool fence, let in a woman and two dogs, and allow the dogs to swim in the pooldespite the pool being closed for maintenance. This occurred while Goodwin & Company has failed to provide proper oversight or accountability, as no staff live nearby to monitor the neighborhood. When my wife reached out to **** Pair, she was directed to voicemail, and when she sent photos via text, there was still no response. Furthermore, when we contacted the sheriffs department, we were informed that this is a POA issue, and they could not take action.
  
  
  This lack of oversight and consistent neglect is wholly inadequate for managing Miralomas. Additionally, we reported the rusted playground back in January, and despite being informed of its safety concerns, it remains unsafe for our children as we approach April 1st.
  
  
  The community deserves far better management, and I expect these ongoing issues to be addressed with the urgency they require.
  
  

  Business Response

  Date: 04/22/2025

  Dear Better Business Bureau,
  Thank you for the opportunity to provide additional information in response to Mr. ********* follow-up comments regarding the ************************************* (***).
  We would first like to express our empathy and understanding for the frustrations expressed. We recognize that timely repairs and functional amenities are important to residents and are especially meaningful in Mr. ********* case, given his service and health needs. We appreciate his openness in sharing his concerns.
  To clarify, Goodwin & Company serves as the managing agent for the Association. This is not an on-site management contract. Our services are provided under a portfolio structure, which was approved and contracted by the elected Board of Directors for the ***. As such, we do not have staff on site nor do we provide live, physical monitoring of amenities or enforcement activity unless directed by the Board.
  We also do not have the authority to independently approve or execute repairs, including items related to the pool or playground equipment. These decisions must be approved by the Board, and vendors are engaged accordingly. In this case, the Board was made aware of the pool conditions and the playground repair needs. Materials for the playground were ordered, and we communicated the anticipated eight-week lead time to residents. Additionally, the pool vendor is actively addressing cleaning and calcium removal work as previously shared.
  Regarding unauthorized access to the pool, we were not provided with identifying information to pursue enforcement action. However, if such information (including photo or video evidence and the name or address of the responsible individual) is made available, we can issue fines under the communitys governing documents at the Boards direction. We understand the safety and compliance concerns and take these issues seriously when the proper documentation is provided.
  Lastly, we are aware that the disabled pool chair and refiller were raised as concerns. Both items have been brought to the attention of the Board for consideration and action as budget allows. We continue to follow up and advise as vendors are engaged and timelines develop.
  While we understand Mr. ********** dissatisfaction with the pace of progress, Goodwin & Company continues to fulfill our contracted responsibilities and remains committed to transparent communication with both the Board and residents. We will continue to support the community to the extent authorized and directed by its leadership.

• Initial Complaint

  Date:03/23/2025

  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.

  I name is **** *****, a board member of THE CONDOMINIUM ASSOCIATION AT ************************. I possess concrete evidence demonstrating that Goodwin & Company has consistently provided our association with inaccurate information. Specifically, our community Manager, *** ******, falsely claimed to have contacted a vendor in a timely manner. Director *** **** provided a law firm with false information about me. Furthermore, ***** ******* presented false information to our association, leading to a loss assessment exceeding $500,000. I would like an apology and accountability for these actions. I also have audio and video recordings to substantiate my claims, but they are too long to share on here. It is evident that these three individuals from Goodwin & Company are providing our association with inaccurate information, and if they are willing to be dishonest about these matters, I am certain that they are also willing to be dishonest about other matters, and it is my fiduciary duty to protect my community.There was also a cease and desist letter written to me from a law firm based on false information; it was the same law firm in the attachment that I provided. I can prove that the information given to the law firm is inaccurate, as my home was flooded and I worked to get the issue resolved. $630 was unnecessarily spent and was initiated by ***** ********* and *** ****, with one member of the board approving the invoice; that board members name is ****** *****. ***** ********* no longer works as the Community manager for our association. In light of these findings, I firmly believe our Association requires a new managing company.

  Customer Answer

  Date: 03/27/2025

  Here is some more evidence for my claim. Thank you. 

  Business Response

  Date: 04/01/2025

  Thank you for bringing your concerns to our attention. At Goodwin & Company, we take all feedback seriously and are committed to maintaining the highest standards of professionalism, transparency, and accountability in our property management services.
  
  After a thorough internal review and consultation with the other Board members of The *********************** at *******************************************, we must respectfully disagree with the allegations presented in this complaint. The remaining Board members have unanimously expressed that they do not share these concerns and stand by the quality of service provided by our management team.
  
  Our records and documentation contradict the claims made regarding inaccurate information, improper vendor communications, and misrepresented assessments. We believe there may be a fundamental misunderstanding of certain processes and decisions that were properly executed according to the Association's established procedures and with appropriate Board approval.
  
  We remain open to constructive dialogue to address any genuine concerns and would welcome the opportunity to review any evidence ******** wishes to share. However, we must note that creating divisiveness within the Board is not conducive to the effective management of the Association and does not serve the community's best interests.
  
  We are committed to continuing our professional service to all members of The *********************** at ******************* and maintaining transparent communications with the entire Board.

  Customer Answer

  Date: 04/01/2025

  I am rejecting this response because: Goodwin & Company failed to acknowledge responsibility for the inaccurate information provided to our Association. I received an electronic reprimand from *** ****, which included several employees of Goodwin & Company and Board members in the email thread. 
  
  I provided the response I received from *** **** in a private email apart from this. 
  

  The videos were too long to send as attachments. 
  
  *** did not address the issue of the false information presented by *** to the Board. 
  I possess concrete and substantial evidence that ***** provided false information to numerous members of our association on February 28th, 2024, including a video recording of the loss assessment meeting. ***** explicitly stated that any out-of-pocket expenses are tax deductible for homeowners, which appears to have been an attempt to ****** support for the loss assessment project. I have previously provided evidence of an email thread in which ***** attempted to clarify his position by providing additional information, and his initial email denied making such a statement. As of the commencement of the meeting on February 28th, 2024, we did not possess the requisite votes to proceed with the loss assessment project, and I can substantiate this claim with a video recording.
  

  If the loss assessment had not passed, we would have had to navigate through that difficult circumstance and I dont approve of ***** providing false information, even though it had some type of benefit to our community. 

  I have also provided evidence of false information presented by *** as an attachment, within this claim. I possess approximately 10 minutes of video recordings demonstrating that *** provided false information to the Board about FM Building Services. I met with FM Building Services in person and have two video and audio recordings of the conversations. *** also stated that FM Building Services complained about aggressive communication with them and the evidence that I provided from ** stated that I was nothing but professional and respectful. I want an apology from *****, *** and *** and I want them to take accountability for the false information that they provided. 
  
  Furthermore, I have provided an invoice regarding the false information that *** **** reported to a law firm about me. Why didnt he address this?

  
  There is a notable lack of accountability from Goodwin & Company regarding the inaccuracies I can prove. I provided more evidence and I have more videos, and am willing to supply more evidence.

  Customer Answer

  Date: 04/01/2025

  In the email that I received from Goodwin & Company, *** accused me of providing false information in a campaign to lead the Association. 
  

  *** stated the following:
  

  Should anyone choose to rely on disinformation or dishonesty as part of a personal campaign to lead the Association, they are assuming unnecessary self-generated risk. We urge care and honesty in all future communication, written or verbal.

  
  I would like to unequivocally state that all information I provided for my campaign to lead the Association was entirely accurate. I graduated from ************************************** last year and the following is proof of that:
  
  Note: I removed my Social Security Number from my REC 33 for obvious reasons.

  Business Response

  Date: 04/03/2025

  Dear BBB,
  Attached is an email chain between **** and the rest of the board. The majority of the board has made it clear that they do not support the BBB review that was submitted.

  
  The communication also clarifies that ***** retracted his earlier comment regarding a tax write-off and provided a thoughtful response, acknowledging that he had misspoken. Additionally, the matter involving *** had already been addressed directly and resolved, and the board does not believe it warranted escalation to the BBB.

  
  With respect to the accusations involving *** and alleged false statements to a law firm, the board does not agree with these claims. Mikes ongoing communications have been excessive and, in some cases, meet the definition of doxing, as outlined in the Cease and Desist letter issued to him.

  
  We respectfully request that **** ***** the continued harassment

  Business Response

  Date: 04/03/2025

  Dear BBB,

  
  We want to bring to your attention that we have extensive documentation and communication from the Board of Directors confirming that they do not support or agree with the statements made by Mr. **** *****. We are happy to provide this documentation upon request.

  
  It is also important to note that Mr. **** has previously been issued a Cease and Desist letter due to ongoing behavior that includes harassment and disruptive communication patterns.

  
  We respectfully ask that you take these factors into consideration as you review this matter. The issues raised by Mr. **** have already been addressed through appropriate channels and continue to be handled separately. We are concerned about the continued use of this platform to escalate matters that are being properly managed elsewhere.
  

  Sincerely,

  Goodwin & Company

  Customer Answer

  Date: 04/03/2025

  I am rejecting this response because:

  Goodwin & Company is in violation of Good Faith. Part of what Goodwin & Company and the ********* are considering as doxing is a ****** review I left online, stating issues about our prior Community Manager, ***** *********. ***** ********* is no longer our community manager. The information I shared on ****** include that she pressured our president to sign a master insurance policy without allowing other board members to review it, resulting in a budget amendment due to the policy increasing by over $60,000. That ****** review is still there. Additionally, I mentioned that ***** ********* purchased alcohol for several members of our association after the loss assessment was approved on February 28, 2024. I have proof and written documentation to support these claims. That issue has already been resolved. 
  Furthermore, Goodwin & Company and the board's decision to contact a law firm (**********, Leff, ****** & *****) and pursue a cease and desist order against me was based on false information provided to the law firm. I have proof that *** **** provided additional false information to the law firm pertaining to me, and I was only able to discover this because I was reelected to the board and had access to financial documents. Upon conducting a detailed audit, I found inaccurate and false information about me; I addressed the issue in an email with the board and *** about the false information that *** provided to the law firm and it was never acknowledged or addressed and *** has, since then, denied it. 
  I would also like to address the excessive communication issue, which was largely due to the ongoing problems with the tenants above my unit, who were engaged in drug-related activities. It took me several months to get those tenants evicted, and I provided documentation and statements from other homeowners within our community. After Goodwin & Company sent a letter to the homeowner above my unit about her tenants, she made efforts to evict them. The homeowner personally called me and apologized multiple times for the issues caused by her tenants, and I have an excellent relationship with her. 
  
  I believe that the excessive and redundant communications were justified given the circumstances and ongoing issues with the tenants above my unit. I would like to point out that our current community manager, ***, has been doing an excellent job with the frequency of his communication with the board; that was one of many issues that with had with our previous Community Manager, ***** *********. However, I have proof that *** has provided false information, and despite Goodwin & Company's claims that the issue was addressed and resolved, it was not! A board member recently stated that she does not care about my evidence regarding that and its not compelling, which may be on the email thread that *** provided. 
  
  *** and ***** have not taken accountability for Jay's statements about what *** said they said, and I have sent videos to *** regarding the matter and despite showing *** proof, he has still not acknowledged it or taken accountability for the false information presented to the board in our last board meeting, which painted a bad picture of me, and especially since the community manger knew that there were previous issues between the board and I. It seems as though he was trying t play on their emotions and add insult to injury. 
  
  Did *** and ***** tell *** that FM Building Services and Dynamic complained to them about aggressive communication from me? Did *** and ***** tell *** to relay that to me and to address it in the last board meeting? Again, I recorded the entirety of the last board meeting, and I have already provided evidence that what was said was false. I want accountability for this, and even though I do not need an apology to move forward in a positive manner, I would like an apology and accountability for this misstep. If *** and *** are willing to provide false information about smaller matters, then that leaves me to believe that they would not hesitate to provide false information about larger and more significant matters. I would like to point out that The false information that was provided to our association on February 28 of 2024 from ***** was a very large and significant matter which costed our Association over $500,000 And many homeowners within our community have been negatively impacted by this. If the loss assessment had not been passed, that wouldve been a completely set of difficult circumstances that we wouldve had to navigate through. 
  At this point, I believe that Goodwin & Company should be held accountable for a substantial portion of the loss assessment project, if not all of it, which was primarily funded by our HOA. A smaller portion was covered by our insurance carrier. Each homeowner was required to pay $8,668.31, and many homeowners approved the loss assessment based on ******* statement that it was a tax write-off. Again, to February 28, 2024, we (HOA) did not have the necessary votes to proceed with the loss assessment, but after ***** provided that false information, we obtained the required votes, and I have a list of homeowners who can corroborate this information. This issue is my main concern. The issues with *** and *** are secondary, but still need to be addressed resolved. 
  
  I was not a member of the board when the cease and desist order was sent, having resigned due to poor management and decision-making skills from the board. However, upon being reelected, I have proven to be the most engaged board member and have contributed significantly to our community. This situation is not focused on my constituents within the board but rather on the transgressions of Goodwin & Company and their violations of Good Faith. 
  
  I have already engaged a Dispute Resolution Mediator from the 18th Judicial District and await a response to address the issue with the board. Following my resignation from the board, last year, I attended real estate school and graduated, hoping to apply my knowledge to being a board member. 
  As we have been unable to come to a resolution, I am considering moving forward with litigation. I previously contacted **** regarding our prior community manager, ***** *********, and was successful in my efforts. 
  
  I attempted to file an official complaint with **** about this specific situation two weeks ago but experienced technical issues with their website. I plan to pursue this further in the near future. My intention was to start with the BBB, Dispute Resolution, and **** to exhaust all other options before considering litigation. I have set aside my own personal funds for litigation and am willing to move forward if we are unable to come to a resolution with the BBB, Dispute Resolution and/or ****. 
  I would like to reiterate that my intention is not to harass, but rather to communicate in a professional and respectful manner to resolve the outstanding issues, notwithstanding the board's disagreement with me. 
  
  Moving forward, I will only be communicating with Goodwin & Company through separate entities, pertaining to these specific issues. 
  
  Very respectfully, again, I have previously addressed the issue of *** providing false information to a law firm in a prior email that included all of the board members and ***.
  
  While I acknowledge that ***** has attempted to vindicate himself, I believe he has not taken sufficient accountability for the negative impact caused by the false information he provided, which affected numerous members of our Association. 
  
  My stance and complaints are solely related to my fiduciary duty to our Association, and I have consistently communicated in a professional and respectful manner, particularly since reassuming my position on the board.
  
  Regardless of whether the board agrees with my stance on the situation involving ***, I have confidently demonstrated that *** provided false information, which is a concern for me given my fiduciary responsibilities pertaining to our Association. I addressed the situation with *** and he denied the allegations, which partially informed my decision to proceed with justifiable actions. *** has not taken any accountability for the false information and it has not been resolved. 
  
  ****** ***** (Vice President of *** Board) stated that the board wasnt aware of the false information that was sent to a law firm, but I have already provided evidence of that in this claim in the form of an invoice from **********, Leff, ****** & ***** (Law Firm). The board was well aware of the false information that *** provided to the law firm, and I have documentation proving that ****** approved the final invoice containing the misinformation about me and the cease and desist order. I have already provided documentation proving this. 
  
  Even though the board disagrees with my justified actions, actions have been taken and now we need to try to find a resolution to the issues. Contrary to what board members believe, I have not been harassing **** ****** and ***. I have been respectfully and professionally responding. Moving forward I will no longer directly address these specific issues with Goodwin & Company and my constituents of the *********. 
  
  Thank you for your time and consideration.

• Initial Complaint

  Date:03/20/2025

  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.

  This company has consistently made false representations and has applied unsubstantiated charges and fees to my account without any justification. I have made numerous attempts to contact with no reply. They are now making unauthorized ACH drafts from my bank account. This ********************** should be criminally investigated for theft by deception and outright fraud. Respectfully submitted.

  Business Response

  Date: 04/22/2025

  We respectfully disagree with the statements made in this complaint, as they are simply not true. Our records show that we have been in consistent communication with this homeowner via email, and all inquiries have been addressed accordingly.
  We would also like to clarify that any ACH drafts are initiated by the homeowner through the TownSq portal. Enrollment in automatic payments requires the owner's direct authorization and setup. At no point has our office initiated unauthorized drafts.
  Furthermore, the most recent payment was returned due to insufficient funds. The outstanding balance was subsequently resolved and brought current as of March 25, 2025.
  Given that communication has been ongoing, and the account is now in good standing, we consider this matter closed.

• Initial Complaint

  Date:03/19/2025

  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.

  Feb 6th 2025, my communications with *************************** and their delinquencies department and the property manger ** ****** and *** *****, began. They stated that I owed back fees and provided me with documentation. The documentation did not include the entirety of the fees that I owed. Therefore, I was given misinformation about the amount needed to bring my account current. I requested documents showing the payments I was making were sufficient to bring me current and was given nothing. I was told that the emails exchanged would suffice as "documentation". I took a screenshot and saved all of these emails as they were the only documents I was provided for my records.On Feb 28th I received another email from ***** ***** with *************************** delinquencies stating that they would be working with me to bring my account current. They then stated that I owed $1007 in back fees. I asked for a breakdown showing how they calculated this total and was given nothing. I then had to do my own calculations and create my own spreadsheet as the employee could not be bothered to do such a simple task. This is when I uncovered that I only owed $805.67 in back fees. I responded stating the CORRECT amount and did not receive an apology, I was only met with "after reviewing your account" and the amount that I did my own calculations on of the $805.67. I agreed to make the additional payments of $134.29 for a total amount of $869.19 in dues monthly until August to bring me current. I have since been requesting a payment plan document showing the terms that were agreed upon and for over a month I have received nothing. They are now telling me there is no "paperwork" involving this agreement and refuse to provide me with professional and official documentation. Instead they state the emails they have sent me suffice as documentation.

  Business Response

  Date: 04/22/2025

  Dear Better Business Bureau,
  Thank you for the opportunity to respond to the concerns submitted regarding payment documentation and account communication.
  We would like to clarify that the owner was provided with a detailed breakdown of payment obligations via email and through the TownSq portal. The attached document, which outlines the explanation of payments and monthly amounts based on unit ownership, was shared with all residents and is intended to serve as sufficient documentation. This notice remains available on ****** for continued access.
  While we understand the owner's preference for a formalized payment plan document, communication via emailwhere payment amounts, dates, and agreements are confirmeddoes constitute valid written documentation. All correspondence with the owner has been retained and can be provided upon request.
  We remain committed to transparency and accuracy in account communication and consider this matter sufficiently addressed based on the documentation already provided.

  Customer Answer

  Date: 04/22/2025

  I am rejecting this response because: no business should consider email as verified payment plan agreements. They also charged me an additional $25 which was not disclosed to me. From there the previous property manager ** ****** told me I would be charged a monthly fee to "monitor" that I was making the payments as arranged. All of this could have been avoided if I was given precise information on what I owed to this company. They are crooks and handle their business incompetently. If I could sell my home and change HOA's I would. 

• Initial Complaint

  Date:03/05/2025

  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.

  If you fall behind on payments or violations with Goodwin & Company, they make getting caught up nearly impossible. When we moved in, HOA fees were due annually.2022: $440 2023: $484 2024: $266.20 (This is where the trouble started.)We paid late in 2024. Around the time we paid we had received a violation for a dying tree. Calling out an arborist and making arrangements to remove it took time. However, Goodwins professional arborist determined from the curb it was dead, and they wanted it gone immediately. Repeated notices came with fees, totaling nearly $500. Meanwhile, they maintain dead trees on HOA roads with no consequences. These dead trees still remain untouched in ******* July 2024, Goodwin charged another $266.20, which we didn't anticipate. Due to financial hardship, we fell behind, and they stacked $1015+ in fees within six months, placed a lien, and threatened foreclosure.Calls to customer service are useless, they just tell you to email the board, which never responds. Finally, a *** suggested we request fee removal. We've paid the original dues, but are still waiting on a decision. Meanwhile, Goodwin keeps adding fees and threatening to *************, they demand we either wait indefinitely or sign a payment plan acknowledging all fees, which defeats the purpose of disputing them. Goodwin wont confirm we wont be penalized while we wait. My wife wants to pay to avoid foreclosure, but I dont feel that these late fees are justified. Should I be responsible for some late fees? Yes, but 5x the original HOA due within 6 months is a scam. Their useless customer service can't even confirm there won't be any more penalties while we wait. This business model is designed to make you give up and pay unjust fees or risk occuring more fees.Avoid this company at all costs. Their system is designed so theyre always right, youre always wrong, and you can never reach decision-makers. They rack up fees while your dispute sits unanswered.

  Business Response

  Date: 03/18/2025

  Thank you for reaching out and sharing your concerns. We understand that falling behind on payments can be stressful, and we want to provide clarity regarding your account and the assessed fees.
  After reviewing your account, it appears that your violation was placed on hold for approximately seven months before further action was taken. Assessments are billed semi-annually, and several reminders were sent via email and also posted to the TownSq portal to ensure homeowners are aware of upcoming dues.
  Regarding the fees on your account, hard costssuch as legal and collection-related expensesare direct expenses incurred by the association and cannot be waived. However, soft costs, including late fees, may be waived at the boards discretion. We highly encourage homeowners to reach out as soon as financial hardship arises rather than after fees have accumulated, as payment plans are always an option to help avoid additional costs.
  At this time, we understand that a request for fee removal has been submitted to the board. While we cannot guarantee the outcome of that request, please know that we are working to ensure your concerns are addressed. In the meantime, if you would like to prevent additional fees from accruing, we recommend considering a payment plan while awaiting the boards decision.
  Please feel free to reach out if you have any further questions or require additional clarification.