Complaints

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 2024-present day.Regency Property Mangement is in charge of the *** at ******************** (our property). We pay $273 in fees every month. One of the services these fees include is the proper maintenance of the pool. Not only has the maintenance of the pool not been kept up, it has been neglected to a point that it is unsage and hazardous. Not to mention the landscaping, dry trees, cracked asphalt throughout the property, peeled/faded fire hydrant curbs, to name a few. We first reached out to them in May, letting them know that the pool was looking cloudy. It is now late August, and the issue has not been resolved. After 2 months, the pool was drained and refilled. However, it has not been treated, and is now back to green. One of the pool lights is broken and hanging in the water. At one point, when the pool was green, thick and foamy, *********************, the *** suggested that the pool was "safe for use". We have a very difficult time getting someone to talk to us. They do not answer the telephone at their office. They are always "out of the office". Both ********************* and *********************** gave us their personal phone number to reach them at any time. **** does not answer that one either, and ****** never answers, but will reply with a lengthy text message as to why she can't answer the phone. We feel that we pay for a service that is not being provided to us. We do not know where our fees are going, if they are not being used to maintain our property.

  

  Business response

  08/20/2024

  Dear Homeowner:

  Thank you for bringing your concerns to our attention again. We deeply regret the issues you've experienced regarding the maintenance of the pool and other areas of the property. Your satisfaction and safety are our top priorities, and we apologize for the frustration this situation has caused.
  
  First and foremost, regarding the pool, we acknowledge that the maintenance has not met expectations, which is why we dismissed the previous vendor as of 8/16/2024. We have recently hired a new pool maintenance company to address the issues youve mentioned, including the cloudy water, broken pool light, and overall upkeep. They will begin work this week, and we are confident that these changes will result in significant improvement.
  
  Unfortunately, the previous pool company did not complete the work they were contracted to do. They were supposed to install a new pool light and ensure the pool was clear and swim-ready by the weekend so the new company could take over this week. However, this did not happen, and we regret the continued inconvenience this has caused. Unfortunately, we rly on the expertise of the vendors, While we manage the vendors responsible for these tasks, we do not have direct control over their work and how they service a pool.
  
  This is the fourth pool company that has been contracted for the pool, so we are having the new company examine the mechanics of the pool pump again because there is definitely an issue. We are committed to having the pool up and clear this summer. We are doing everything in our power and working hard for the owners. The last thing we want is to be yelled at by you on a daily basis. Then we are going back to the pool company and upset and not satified. 
  
  Regarding the landscaping, dry trees, cracked asphalt, and fire hydrant curbs, we are actively working on a plan to address these concerns. In fact, the Board President and ****** were onsite last Thursday, walking the community and reviewing the items you mentioned. We take direction from the Board of Directors, and the Board will decide what to approve at the next meeting.
  
  We also sincerely apologize for the communication challenges ***** encountered. I just left you a message with my cell phone number; when you call me, please feel free to leave a message if I do not answer, and I will call you back. We are committed to improving our responsiveness and ensuring that you have direct and timely communication with our team.
  
  Again, we apologize for the inconvenience you have experienced, and we are taking immediate steps to improve the situation. We appreciate your patience and understanding as we work to resolve these issues. Please feel free to reach out to me directly if you have any further concerns or questions.
  
  Thank you for your continued support.

  Customer response

  08/21/2024

   I am rejecting this response because:
  
  The response from Regency Property Management is simply the same excuses we have been hearing since May, and the pool remains the same if not worse. Our email thread since May is over 50 emails, of us pleading for our pool to be cleaned. With their responses being nothing but the same excuses they included in their reply to this complaint.  Only a handful of those communications have been via phone (because they never answer the phone), so I am not sure at what point they are "getting yelled at".  As tenants and paying HOA members of a community that WE ARE PAYING YOU to manage our property. We feel that three months is way too long of a time frame for a pool to get cleaned.  We feel that the company has no sense of urgency on the matter, and are extremely negligent to our requests. 

  They ignored and gave no importance to our requests. They need to understand that they are dealing with REAL people. We should have access to our pool at all times.  They neglected the pool all Summer.  Because of their negligence and the pool having to be closed down, we had to cancel birthday celebrations, family gatherings, and simply just enjoying the pool during the scorching valley heat.  

  They did not take this matter serious at all.  It is our belief that they are giving us "updates" now, because of this formal complaint with the BBB.  In three months that have passed, not only do they not answer their phones, but no "updates" were ever given to us.  

  We will not be satisfied until our pool is clean and remains clean.  We should not have to be the ones constantly checking on the pool, wondering if the pool company came, if the pump is on, etc.  That is THEIR job. We don'tl think that is asking for too much.  

  

  Business response

  08/22/2024

  As previously mentioned, we have taken steps to address the pool concerns. We recently transitioned to a new pool maintenance company. The prior company was hired on July 13, 2024. However, due to the lack of progress and the pool not clearing up, we decided to part ways with them. Before this, another company handled the pool maintenance from May 1, 2024, to July 12, 2024. Unfortunately, they also could not get the pool clear and swimmable, leading us to dismiss them as well.
  
  Our commitment remains steadfast in ensuring the pool meets safety and cleanliness standards. We continue to actively work on resolving the issues and have increased our onsite visits. We are dedicated to improving the situation and have made changes to our service providers accordingly.
  
  It is important to clarify that we take homeowner concerns seriously. However, it is equally important to address misunderstandings and misinformation. We are aware of criticisms voiced by one individual homeowner, who may not fully understand the complexities of pool maintenance. Rest assured, our focus remains on achieving improvements, though we acknowledge that these efforts may not yet be fully apparent.
  
  Our ultimate goal is to restore the pool to a state where it is clean, safe, and enjoyable for all residents. We appreciate your patience and understanding during this process.
  
  Thank you,  
  
  

  Customer response

  08/23/2024

   I am rejecting this response because:
  The very first phone call we made to you in regards to the dirty pool was at the end of May 2024.  You ignored all of our requests. Like you said yourself, a different pool company was hired July 13.  It took you well over a month to even take action or even acknowledge our requests.  The pool was not chained and closed until August 1, 2024.  It was drained on August 8, 2024.  It took you, the last week of May, June, and all of July to realize the pool company was not doing their job? Here we are in the last week of August, and the pool remains worse than it was in May.  Pool cleaning is not rocket science, and should not take 3 months to do.

  We had a pool in our previous home. We know what goes into the care of one. So, don't insinuate that we don't "fully understand the complexities of pool maintenance." You know NOTHING about us personally, therefore you have no idea if we understand the complexities of pool maintenance or not.  Your efforts ARE fully apparent to us.  They are nonexistent. 

  You, as a "reputable" company, are quick to blame the pool company and us, and should be taking full responsibilty for your lack of urgency on the matter.  Bottom line is, you ignored this issue too long, and the pool became unsafe. We have spoken to several pool companies in the area, and they all agree that a public pool should NOT go so many days without maintenance.  This case was that of utter neglect.  You should take full responsibility for that. 

  California Public Pool Cleanliness Code 65533(a) states that the pool operator shall maintain clean pool water while the public pool is in use.  You failed every single one the clauses in this code. 

  Your statement "We are aware of criticisms voiced by one individual homeowner..." is extremely insulting and unecessary. It is irrelevant if only ONE individual brought the issue to your attention, or all 30+ tenants did. It shouldn't matter. It is YOUR job to make sure the pool stays clean year round.  Not that it matters, because we are all paying our HOA fees for you to provide a service, but very few tenants use the pool.  Which is another reason that we don't understand how the pool got so disgusting.    

  Again, we are not asking for too much.  We will not be satisfied until the pool gets cleaned and remains clean.  And you have failed to do that for three months.  We spent all of Summer without a pool. 

  And after everything that has happened, you are still placing blame elsewhere, and making your company out to be caring, understanding and doing everything possible to fix the problem.  And none of those things are true. 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Property management company is attempting to withhold security deposit unnecessarily, and attempting to charge for outrageous items that are not tenant responsibility. We have email, photo, and video proof of each item. they are claiming unpaid rent, we paid all rent. They are claiming tenant responsibility for gardening, but this is directly in contrast to the lease and we showed them. They are claiming water damage from the rain and roof, but that is a housing structural issue that they themselves said on the tour will not be our charge because it is the structure of the house and builder's fault. They are claiming oil stains in the garage and charging fees not in line with a pressure washer. They quoted that $200 would be the cleaning fee and they are attempting to charge $700. I can continue listing how each and every charge should either be $0 or is wildly inflated. In person they were estatic with how well the property was maintained and said the only charges would be $200 for cleaning. They attempted to mention carpet cleaning fee but tenants rights organizations state they cannot do so if there was no abnormal wear and tear. The carpet was and is in pristine condition. The organization also said $200 should include cleaning and carpet cleaning. They also said if the landlord holds back the security deposit in bad faith they are liable up to 3x security deposit per person. They are wanting a $2000 dispute to decrease their BBB rating and cost them $18,0000. We are asking for a swift resolution in this dispute and the full refund of our security deposit, along with a **** on their BBB rating.

  

  Business response

  07/17/2024

  The final disposition of the security deposit is currently pending due to outstanding invoices. On July 1, 2024, we provided an estimated disposition to you. Once all invoices are received, we will send you the final disposition along with detailed invoices for the completed work.
  
  Upon receiving the final disposition, you may submit a written dispute, which will be reviewed by a supervisor. We are committed to addressing your concerns and finding a resolution.
  
  Please note that the current communication only includes an estimate. The final disposition will be finalized once we have received all necessary invoices from our vendors.

  Thank you! 

  Customer response

  07/18/2024

   I am rejecting this response because:
  

  This is a completely inane response because if there was any receipts they would have produced them. They additionally haven't said a date of when they will provide any potential invoices. Additionally the house is being shown, so any work that would have been done has been done. And on top of all of that, there was a person talking on the phone today while getting dinner about how regency fresno was pressuring them to give them an incorrect receipt and that regency fresno was threatening to withhold business from them unless they forged this document for them. It was at ************** in ******. The person was in fear because of whatever threats Regency Fresno made to them. 

  It is also a widely known secret that they do this business practice ramantly at their community Dolce Vita of giving incorrect estimate and never cutting any check in order to keep all of the security deposit. This bad business practice needs to be better regulated by the better business bureau and their grading needs to be demoted and/or put into a suspension period until they prove their standard operating procedures improve for a period of no less than 5 years. 

  
  

  

  Business response

  07/19/2024

  I am not sure what your question is. However, as we have mentioned before, this is an estimate, and you can't dispute an estimate. As stated, we will provide all receipts once we receive them from the vendors with the final disposition. The owner is finalizing your disposition, hopefully by today. We will be in touch and provide you with the final documents.

  Thank you.
  

  Sincerely, 

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

  If you would like to reach out to me my email is ************************************* phone number is *********************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have been trying to make contact with Regency Properties for the past 7 months or so, not only have we tried to contact the Property manager, but the office manager and to no avail. They went past the 21 days to return a dispo, more like two months. Within the two months we sent numerous emails and called too many times to mention. I keep asking for the deposit to be refunded. At this point they should be responsible to return at least double the amount.

  

  Business response

  07/15/2024

  Dear BBB of ******************,
  
  Re: Complaint 21962115
  
  I am writing to address the concerns raised by *************************** to the Better Business Bureau regarding communications with Regency. I understand that attempts to contact us over the past seven months have been unsuccessful, and I sincerely apologize for any inconvenience this may have caused.
  
  Upon investigating the matter, I have determined that the estimate was completed on 8/3/23 and sent to the address on file. Subsequently, the final disposition was carried out on 10/18/23 and also mailed to you. Our records indicate that you confirmed receiving the final disposition but not the initial estimate. I have attached copies of both documents to this complaint for your reference.
  
  Our management attempted to reach out to you, and we were informed that you would send an email to *********************************** to continue the conversation. However, to date, we have not received any communication from you at that email address. Management also spoke with *************************** regarding this matter, and she indicated that you would be contacting us and confirming you received the final disposition.
  
  While we stand by our assertion that both the estimate and final disposition were sent to you on the specified dates, we understand your desire for proof of the estimate's delivery. We kindly request that you provide any evidence supporting your claim that you did not receive the estimate. The burden of proof lies upon you.
  
  Please note that we are not responsible for issues related to the delivery services of the United ********************** Nonetheless, we are committed to resolving this matter amicably and ensuring your satisfaction with our services.
  
  If you require further assistance or would like to discuss this matter further, please feel free to contact us directly at *********************************** or ************.
  
  Thank you for your understanding and cooperation in this matter.
  
  Sincerely,
  
  ********************* VP, 

• Initial Complaint

  01/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They violated CA 21 day deposit rule. I had moved out of the apartment complex in nov. I also scheduled a move out inspection and nobody showed up. After taking my 650 dolar deposit I wash charged an additional $260 for cleaning fees. In Feb 3 months later I get a bill stating that I owe 1,300 for a carpet. I was never charged this amount within 21 days of move out nor was I given a good will estimate of charges within that time frame. This company has acted fraudulently and has violated CA State laws. I copied and pasted the state law below. RETURN OF SECURITY DEPOSIT After a tenant moves out, a landlord has 21 days to: Return the tenant's deposit in full, or Mail or personally give to the tenant: A written letter explaining why he or she is keeping all or part of the deposit, An itemized list of each of the deductions, Any remaining refund of the tenant’s deposit, and Copies of receipts for the charges/deductions, unless repairs cost less than $126 or the tenant waived (gave up) his or her right to get the receipts. If the repairs cannot be finished within the 21-day period, the landlord can send the tenant a good faith estimate of the cost of repairs. Then within 14 days of the repairs being done, the landlord must send the tenant the receipts. They sent my account to collections illegally.

  

  Business response

  02/09/2023

  ******* ****** moved out on 11/29/21. His move-out estimate was sent out on 12/7/2021, within the 21 days allowed. After receiving the final maintenance invoices, the final disposition was mailed out on 2/9/22, along with all invoices. ******* has spoken to our office numerous times regarding the final balance payment. ******* has never mentioned any dispute regarding the estimate or final disposition not being received or received within the time frame allowed. He has spoken to our office, acknowledging the balance owed, and has agreed to pay but has yet to pay the balance. ********* file was sent to collections due to nonpayment; he has had numerous conversations with the collection agency acknowledging the balance he owes.  I have attached the estimated and final dispositions sent to ******* and the notes of all our conversations with ******* since moving out. 

  Customer response

  02/09/2023

   I am rejecting this response because:
  
  

  The initial move out statement did not include prices on the carpet or any good will estimates that I was going to be charged in the future. Per California Law it is a requirement to do that within 21 days of move out. 

  
  

  A final disposition was mailed out over 2 month’s later (which is is past 21 days). Also the final disposition includes new charges that are suppose to be estimated within my 21 day move out time frame and they were not.

  
  

  If it takes over 60 days to receive an invoice pero california law you are suppose to put a good will estimate.

  
  

  I also requested a move out inspection two days prior and nobody showed up.

  
  

  Attached is California Law and further information on their contract stating that any deductions must be made within 21 days.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I’ve had to leave bad reviews to this company of complete weirdos in the past , and as a result they are up to their fraudulent idiotic antics once again. I sent a payment of $1,300 for hoa fees via certified mail the mail was delivered to their office mailbox according to my tracking number and usps I also have proof of the payment when I made a cashiers check from my bank. So these brainless weirdos now are blocking me from paying my hoa dues by getting rid of my mail when it arrives.

  

  Business response

  07/21/2022

  To Whom it May Concern,

  **** **** Estates is a Homeowners Association. As manager of the Association we are responsible for collecting monthly dues. The complainant is referring to a payment made by certified mail with a cashiers check for $1,300.00. We are asking that proof of this payment be submitted to our office as we can not locate the payment. We do see that the complainant made a WEB pay Visa payment on 07/19/2022 for the amount of $900.00. Thank you for this payment, please submit documents regarding the missing $1,300.00 payment so we can come to a resolution.

• Initial Complaint

  05/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Literal weirdo/psychos hiding behind what at first glance may seem like a professional management company. I don't know how they behave when they like you. But, if you report something or you have a discrepancy you will soon find out who you are dealing with. A lot of the weird/evil things they do I believe are racially motivated. Like they've never seen someone of color purchase a home before. I would really steer clear of this place, more especially the lady they call ****** ***** she is the ring leader and she is racist and disgustingly unprofessional. The company as a whole is trouble, doesn't matter if you own or rent be aware! I purchased my home and they are ganging up with long time renters in complete collusion against me (an owner). I made a discrepancy complaint against a nuisance/renter neighbor that happens to be of opposite ethnic, they over charged me for no reason and charged me a late fee on the 6th when late fees are not put out until the 16th. I formally requested for them to manage my property, they have ignored me up until now. Then they have laborers come and do unnecessary work and trash the outside of your house for weeks to make your home look horrible. This is the most recent (photo below). They should be shut down, I had to hire a lawyer to combat their idiocy! Look below in what they had the landscapers do to my car SHEER EVIL RACISM at it finest! I’ve requested my payment ledger from them several times, since retaliatory charges were placed on my account. It’s their obligation to provide such documents when requested. They still won’t send them. For All to Reference: ****** *****, CMCA Community Association Manager Regency Property Management CA BRE Agent #******** Phone: ###-###-#### Email: ************************

  

  Business response

  05/16/2022

  After further investigation it has been determined that the customer has entered the wrong account information in their auto pay set up thus resulting in a non-sufficient funds notice on the attempted payment. The auto pay account has been reset so the 

  correct information can be entered for payment. The customer's allegations regarding racism and retaliatory charges are unfounded, however, in light of the complaint and the desired resolution of the customer the late fee and NSF fees have been 

  removed from the account for a total credit of $60.00 ($35 late fee, $25 NSF fee).

  
  

  Please contact me with any questions or concerns. 

  Thank You! 

  **** ******  ************ 

  Customer response

  05/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, there also is an issue with the way the grass outside my home is being maintained. There are patches in a few lawns I’ve seen on the property, but none completely destroyed like the grass in front of my home. I’d feel more comfortable coming back to my home if it looked like some grass rather than a disaster. Can we see to it that the existing landscaping company do something to remedy the lawn in front of my home? After all, I am paying HOA fees every month for it!

*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. ↩