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Complaint Details
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Initial Complaint
12/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
PMP is my condos management company. Our condo has been experiencing hot water issues for the past few weeks. The company is failing to adequately resolve the matter and they are ignoring home owners calls and correspondence. I have submitted work tickets and emails direct to them including the ** and district manager and they ignore my emails. If there is an emergency repair needed on weekends they do not take action to resolve it until normal business days which leaves homeowners without essential day to to day living necessities. Other issues they have ignored have been of a package theft I reported and questions about balcony repairs they are responsible for. This complaint for lack of communication and action is for the property of Encino oaks at *************************************Business response
12/09/2024
I have requested the community manager reach out to you within the next 24 hours. Please note that PMP is open Monday through Friday 8am-5:30pm, during this time a live ************** representative is available to take your calls and answer all concerns. Additionally, we have 24/7 emergency services available after hours, a vendor will be called out when the emergency is something that is the responsibility of the association. Additionally, this community has an onsite office, staffed with representatives that are available in person to address owner concerns.
We offer a multitude of options to contact a live representative 24/7 and look forward to speaking with you regarding these issues.
Initial Complaint
12/06/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Business had imposed a significant increase to *** **** with less than 1 months notice and without holding any meetings that included residents of the properties under the **** The residents have 1 peer member on the board and she was not included or informed. Business has not provided itemized report (or any report) to the residents to support the need for said increase nor any expense report to indicate any reason for this increase despite the significant increase in homeowners within the ****Business response
12/19/2024
Thank you for bringing this to our attention, prior to this complaint *** had realized that the community did not send the budget out in a timely fashion, therefore decided to not increases the dues and will be holding a budget meeting soon, to discuss and provide the association with timely notification. This was an oversight that was immediately addressed.Initial Complaint
12/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am writing to express my frustration regarding the lack of response to the repair request I submitted on 10/10/2024 concerning possible termite damage on the garage post. Despite my multiple attempts to obtain an updatevia phone and PMP Portal, I have received no response or confirmation of any action being taken.I kindly request an immediate update on the status of my repair request, including a clear timeline for inspection and resolution. If additional information or documentation is required from my end, please let me know so I can assist in expediting the process.Business response
12/08/2024
Good Evening,
I apologize that you have not received a response from the manager, assistant or vendor regarding your request, we have requested several times for the service provider to reach out to you to schedule service. I have sent an email to the Community Manager requesting they reach out to you immediately. I sincerely apologize for the lack of direct communication communication.
Initial Complaint
12/04/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
*********** *** fees (*****) raised $100 without justification or transparency into why. Company does not appear to have the interests of the community in their decisions.Business response
12/09/2024
Good Afternoon,
The community realized that they did not send the yearly budget out in a timely fashion, due to this they have decided not increases the dues and will be holding a budget meeting soon to discuss the matter further.
Initial Complaint
11/25/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
We have a management company that fails to keep owners informed on any problematic situations or updates that the Condo are doing, Ive been without my bathroom for two years on complete from a plumbing assessment job, Our HOA fees has jumped 60% in one year, Now our building is without any running water for three days, And theres 510 units here, Theres no transparency or updates, Also, there is Allegedly embezzling going onBusiness response
12/08/2024
The accusations in this complaint are without basis and are extremely defamatory. The owner can contact our office or onsite directly, however, responding via public platform is not the correct avenue to address these accusations.Initial Complaint
11/25/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Our building had a plumbing issue and they had to shut down the water supply for the whole community. We have been without water for two consecutive days now. No water to wash dishes, to cook, to take a bath, to flush our toilets, to drink. They are not actively doing any backup solutions to provide a necessity for the residents, water. Paying an extremely high HOA fee of $1,100/month does not translate with this kind of service. We need water. People need water. It is a health or even a life and death issue. Most of our residents are seniors and cannot provide getting water for themselves. We have children with health conditions that needed water. This is truly unacceptable and a ground for lawsuit.Business response
12/08/2024
PMP is the management company and not a plumber, when issues arise in the community, we partner with licensed technicians to ensure work is completed in a timely manner. Unfortunately, some repairs are not a quick fix and require lengthier shut offs. Since we are not the plumber we cannot rush any repairs, homeowners' insurance may be able to assist with the cost of relocation if needed, however, PMP's role is limited in these matters. Owner can refer to their onsite management team for further information.Customer response
12/17/2024
Complaint: 22599839
I am rejecting this response because:Your answer just shows how your company mismanage this community. It doesn't take a plumber to address residents' issues. What we are asking are contingency plans on helping the residents get by while the plumber are fixing the issues. Not worth the $1k++ HOA fees the residents are paying every month.
Sincerely,
***** ******Business response
12/19/2024
Thank you for sharing your concerns and for bringing up such an important topic. We understand that situations like these can be frustrating and deeply impactful for residents, especially when they occur unexpectedly. Id like to address your points and provide some clarity.
************************* Responsibilities:
As outlined in the governing documents, certain responsibilities, such as emergency repairs and temporary relocations, fall to individual homeowners, with support from their personal insurance policies. This framework is in place to ensure that resources collected through *** **** are allocated appropriately to maintain and enhance the community as a whole.Role of the Management Company:
As a managing agent, *** operates under the directives of the Board of Directors and within the constraints of the communitys budget and policies. While we cannot independently initiate contingency plans or funding for emergencies, we are here to facilitate discussions with the Board and implement any approved measures.Proactive Contingency Planning:
Your suggestion for contingency planning is well-taken. This is indeed something the Board can discuss during a meeting. Creating a contingency fund or implementing a protocol to address emergency situations for the community can provide more immediate relief to residents. However, this would require adjustments to the budget, which might lead to an increase in HOA fees.Value of HOA Fees:
We strive to ensure that HOA fees are allocated transparently and responsibly to maintain the communitys standards, amenities, and infrastructure. While it may seem that emergencies like this are overlooked, the allocation of funds is determined based on priorities and the collective needs of the community.Next Steps:
To better address this, I recommend bringing these concerns to the next Board meeting. Together, the Board and PMP can evaluate the feasibility of contingency measures and explore options for improving emergency response within the community. Additionally, *** is committed to facilitating any discussions or proposals that the Board may wish to consider.We value your feedback and are here to support the community in any way we can within the scope of our role.
Initial Complaint
09/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hi,There has been an active leak in my unit (mold and mushrooms growing out of the ceiling) and PMP Management refuses to work with the *** to fix the leak. I was previously told by ****** *****, the PMP Management "manager" onsite that the leak (after 3 years!) would be fixed at the end of July 2024. Just like everything PMP Management has said, this turned out to be a lie. Furthermore, **** ********, the manager of ****** *****, has ignored this issue as well. I have paid my *** fees on time and in full for over 3 years, yet the PMP management community refuses to fix the active leak (which is a health hazard) in my place. Neither ****** or **** ever followed up with me, they again just ignored my request to get the ACTIVE leak fixed and pretended like they were going to fix the leak until July was over. Every month, they take my money and use my funds to fix up other units (usually units of white people who are men). This is clearly racially motivated and their gleeful neglect cannot be chalked up to anything else.Business response
10/23/2024
We appreciate the opportunity to respond to the concerns raised by Ms. ****** ****** regarding PMP Managements handling of her units leak issue. We take every complaint seriously and would like to clarify the situation.
PMP Management has been actively working to address the leak issue in Ms. ******* unit for some time now. Our records show that Will *****, assistant and now General Manager, made multiple attempts to schedule repairs, but we encountered difficulties in gaining access to both Ms. ****** unit and the neighboring unit above, which is crucial for resolving the leak. The delays have not been due to any unwillingness on PMP Managements part, but rather the logistical challenges of coordinating access between multiple units.
We understand the frustration caused by the prolonged nature of this repair, and we apologize for the inconvenience. However, it is important to note that the allegation of racial discrimination is entirely unfounded and not in line with PMP Management's values or practices. We have no history or evidence of discriminating based on race, gender, or any other personal attribute. PMP Management follows a strict policy of fairness and equal treatment for all homeowners, and any delays or challenges in repairs are solely based on operational factors.
We are committed to working closely with the ********************** and Ms. ****** to resolve this issue as soon as possible. We will continue to make every effort to coordinate the necessary access and complete the repairs.
Thank you for your understanding, and we are more than willing to provide any additional documentation or information that may be helpful in addressing this concern.Initial Complaint
07/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Residence address is: **********************************************. A few years ago several sections of rain gutter were removed, from my brothers residence, by a contractor hired by PMP Management. I am an authorized representative for my brother. I contacted PMP to have the situation assessed and the gutters replaced in August of 2023. My first 3 contacts with PMP local management were ignored. In March 2024, I was assured by *********************, PMP on-site manager, that an assessment would be made. At the end of April, PMP finally sent someone out to the residence to assess the situation. That person determined that PMP should replace the missing sections of rain gutter and replace damaged sections of the fascia board. ********************* told me that he would follow up with me through the completion of the project. I havent heard back from him since. Its hard to keep calling, getting promises, and nothing happens. Another one of their contractors, who I contacted for help with the situation, stated that he was concerned that the absence of gutters could have possibly led to water migrating into the structure. He suggested that an assessment should be made to ensure that the structure had not been damaged. After my conversation with the contractor last week, I generated an email to *********************, *********************************, and ********************* (all PMP management/executive employees) hoping that one of them would respond to help get the gutters replaced. I got no response. Over the last 11 plus months, I have contacted PMP at least 10 times to get this problem fixed and all my efforts have been ignored. I have reached out to regional and executive management multiple times over the last three months and have not received any follow up. I just want the gutters replaced and any associated damage repaired. I dont wish to discuss this with PMP any further.Business response
07/24/2024
Our management team spoke to **************** today. The gutter repairs have been scheduled and structural review has been requested. Our management team has provided confirmation of this to **************** and assurances have been made that the management team will stay in contact until the items are complete.Customer response
07/31/2024
Complaint: 22035028
I am rejecting this response because:I appreciate the prompt attention from PMP management to this complaint (since filed) but have been informed, by them, that repairs have not yet been approved by the association board, much less scheduled. I am hopeful but somewhat still skeptical until the project is complete.
Sincerely,
*********************Business response
08/01/2024
We are doing the best we can to work with the vendors to get this addressed. There is nothing further that we can do, as this is currently in process. Though the response was rejected we request this complaint be closed as there is no further action PMP can take regarding this issue currently.Customer response
08/07/2024
Complaint: 22035028
I am rejecting this response because:
The work is not completed. The job of PMP, in this matter, is not complete until the repairs are completed.
Sincerely,
*********************Initial Complaint
02/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
PMP Management, LLC is the management company at a condominium I own and they manage the **** The *** is responsible for the maintenance of the roof, the drywall and all exterior maintenance. The *** has failed to maintain the roof and there were not one, but three leaks, one of which resulted in the entire ceiling collapsing. PMP has failed to take any action to fix the roof leak and repeatedly lies about responding to my communications. I would like my unit repaired promptly.Business response
03/11/2024
Good Afternoon,
PMP had submitted work orders to the roofing vendor on 2/5 and 2/6 regarding the roofing issue. Additional follow up with the vendor has been made, and the community manager has been notified so that an update can be provided to the owner.
Customer response
03/12/2024
Complaint: 21350926
I am rejecting this response because: no roof repair has been made as of today March 12, 2024, despite requesting repair six weeks ago.
Sincerely,
***************Business response
04/05/2024
We understand the frustration caused by the unresolved water leak reported on 2/6. We sincerely apologize for any inconvenience this has caused you.
Upon receiving your report, we promptly issued a work order to address the water leak. However, due to the unusually heavy rains in the area, our contracted vendors faced significant delays in attending to maintenance tasks, including the resolution of reported issues.We acknowledge that communication is vital in such situations, and we have records indicating that we corresponded with you regarding the delays caused by the weather conditions.
Initial Complaint
11/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I live in the ************************************* in ********, **. On Tuesday, October 17th, I was leaving the community through the secondary exit. As I was waiting for the car in front of me to turn out of the community, the automatic gate closed on my vehicle, scratching and denting the back right side and part of my door. I contacted the *********** (PMP Management), who said that they are not liable for any damage, and that there is signage posted warning that the gate may move at any time. While there is a sign on the gate, the imagery on the sign indicates danger to pedestrians--not vehicle traffic--and the sign itself is unreadable unless approached at a closer distance than a driver would be from their driver's seat. Moreso, when the gate opens, the sign goes with it, so any driver pulling up to the gate wouldn't see it. I recently received a quote from my auto insurance (PMP Management told me I needed to go through them) for over $1,000. My deductible is $500 so my ask to PMP Management is to cover the difference. And, more importantly, to fix the signage so that the potential danger of vehicle damage is more obvious to drivers.Business response
10/23/2024
Unfortunately, I can not locate any record of a call for this tenant as he is not an owner on record. However, *** is an LLC and as such we have limited liability as a managing agent for the association. If the owner incurred a fee due to a lack of signage or a malfunction of equipment, the tenant or the owner on the tenants behalf, would be required to request that the association waive any fees they incurred. *** would be able to guide the resident or owner through the process but would not be liable for any payment.
Since I'm unable to locate any information regarding this claim, I'm unsure if the issue was resolved. If not I would encourage the resident to collaborate with the owner to submit a request for Board review.
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Customer Complaints Summary
16 total complaints in the last 3 years.
10 complaints closed in the last 12 months.
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