Complaints

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

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  Trestle Management Group

  450 N Dobson Rd Ste 201 Mesa, AZ 85201-5287

  
• 

  Trestle Management Group

  5701 W Talavi Blvd Glendale, AZ 85306-1886

  

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:05/30/2024

  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.

  
  Better Business Bureau:

  Trestle Managements response was full of lies ************************ is empowered by the homeowner to represent the family in matters of the home, Mr. ********************************** multiple safety concerns *in the phone call* including the intravenous drug use needles found in the grass and homeless trespassers in unlit areas of the community, but those concerns were expressed in the phone call as Mr. ***************;*did not send an email* regarding that matter to ****************. Trestle Management is trying to cover ****************** negligent customer service with the above lies.
  
  However, a member of the local board of our HOA (not Trestle Management) at ************** reached out to the family and listened to our safety concerns. And, for that reason only, we are choosing to resolve this matter.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************************
  
   

  
  

  

  Business Response

  Date: 06/10/2024

  Upon research with my team, it appears ************************ is not an owner within any of our associations. He has been told that because he has not been authorized on the homeowners account to discuss association matters, we will need the owner of the property to communicate with us to share any concerns. That being said, the nature of the phone call on May 30th was to discuss a special assessment that had recently been assessed to the homeowners. During the phone call legal action was threatened by ************************ and ******************* from our team informed the him that due to the threat of legal action and him not being a homeowner within the association she would not be continuing the phone call and subsequently hung up. At no time during the phone call did ************************ mention any safety concerns within the community. **************** subsequently received an email from ************************ concerning needles in the common area that she has asked the landscapers to keep an eye out for and remove/dispose of as they are found.

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trestle HOA Management Re: **********, ************************************************** *********************, Property Manager at Trestle HOA Management for **********, has been unresponsive to weekly and now daily requests for access by the unit owner.We still do not have a community (pool) key after 5 weeks of continuous requests. We are now we are being lied to on a daily basis.We were told 4 weeks ago the key was in the mail.We were told 3 weeks ago another key would be mailed out.Last week we drove a 70 minute drive to the Trestle *************** and picked up a key, and that did not work.Thursday I called *************************** about it and she promised someone would physically drive to the complex with a key, test it and put it under my units mat.When that didnt happen, we called *************************** and she promised it would be done on Saturday.It is now Monday March 25 and we still have no key.I spoke to you requesting a working key on FEBRUARY 15, 2024.IT HAS NOW BEEN 5 WEEKS AND WE STILL DO NOT HAVE ACCESS TO THE COMMUNITY FACILITIES.

  

  Business Response

  Date: 03/27/2024

  Our team was aware of this situation and has been working to resolve it since it was brought to our attention that the first key provided did not work. After having a locksmith out to the community and confirming the lock and key are in working order, it is our understanding that this issue has now been resolved. The Community Manager tested the key at the community pool, confirmed it was working, and delivered the key to the tenant as requested by the homeowner. The Manager called and spoke with the homeowner this morning, confirmed receipt of the new key, and asked the homeowner to let us know right away if there are any remaining issues once the tenant has used the key. We apologize for the frustration this has caused and the amount of time it took to finally get resolved. Thank you.

• Initial Complaint

  Date:03/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the management company for my HOA. They NEVER answered my repeated and documented requests for communication regarding various HOA issues.

  

  Business Response

  Date: 03/13/2024

  We have confirmed that a representative from Trestle Management Group has spoken with the homeowner, *****************************, in response to her questions related to the *** painting requirements. The homeowner now understands that the first step is to submit for her paint scheme, get approval from the architectural committee, and once the house is painted (within 90 days), it will inspected and their requested waiver of fines can be presented to the Board for their consideration. The homeowner was given a timeframe of 2 weeks to submit her ARC request. An email was also sent to the homeowner following the conversation to recap and document the conversation and things appear to be resolved at this point.

• Initial Complaint

  Date:03/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This place is disgusting! For 3 months I been submitting apps to do my front yard and they just ignore it. They ask for more info and after I send it they never reply just send more emails claiming not to get it and deny the app. When tbey do acknowledge the all they come up with ways to dent it that arent a violation. They are also putting multiple fines in one day for items that arent violations. They dont take care of the weeds or common areas. They need to step down!

  

  Business Response

  Date: 10/29/2024

  All architectural requests for changes to a property that are visible from the street or neighboring property require review and approval from the ******************************* which is comprised of homeowner volunteers and a board member that acts as the committee Chair. Several requests for front yard alterations were submitted and decisions/requests for additional information were provided back to the homeowner within the allotted time of 45 days permitted per the governing documents due to incomplete applications,prohibited plant material, and artificial turf exceeding the allowable area in the front yard. It was asked on multiple occasions that additional information and a complete application be provided to no avail. Any decisions that were provided to the homeowner came from the homeowner volunteers for the ****************************************** ******************************* not from Trestle Management. Final approval pending inspection once installed was provided on August 8, 2024. Trestle Management Group has terminated the management contract with ****************************************** effective November 30, 2024.
  
  The Board of Directors for the ****************************************** directed Trestle Management to perform a paint audit of the entire community which resulted in letters and fines being assessed to the homeowners account due to the home being painted an unapproved color. Per the ***** Highlands governing documents All houses shall be painted with at least two colors and not be monochromatic in color. The notices sent specified that the trim could not be the same color as the body of the home. Trestle Management works at the direction of the Board of Directors for *******************************************These complaints should be filed against the association and not Trestle Management Group. Trestle Management Group has terminated the management contract with ****************************************** effective November 30,2024.
  
  

• Initial Complaint

  Date:02/26/2024

  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.

  The May 2023 violation is the one in question and less than 1 year ago.
  TM continues to evade responding to the May violation in question even with the BBB.
  
  TM's response:
  "State statute protects private records of homeowners from being shared with other members of the association, which includes detailed violation history."
  FALSE! Note, TM does NOT provide the laws they claim protect this information. The 6th Ammendment to US Constitution also dictates a defendant has the right to be confronted with the witnesses against them. 
  
  IF TM is the sole reporting for BOTH violations then this statement is irrelevant as is however they've mentioned this several times. If TM IS the only reporter for the May 2023 violation, then this confirms they selectively sent me a violation and did NOT report the neighbor with the same violation. 
  
  IF a separate HOA resident reported me, then there is no concern of selectively sending violations by TM and TM simply needs to provide the name of the resident pursuant to ARS laws.
  
  ARS Laws contradicting TM:
  33-1242: Powers of unit owners' association; notice to unit owner of violation & 33-1803: Assessment limitation; penalties; notice to member of violation
  C. Within ten business days after receipt of the mail containing the response from the unit owner, the association shall respond to the unit owner with a written explanation regarding the notice that shall provide at least the following information unless previously provided in the notice of violation:
  1. The provision of the condominium documents that has allegedly been violated.
  2. The date of the violation or the date the violation was observed.
  3. The first and last name of the person or persons who observed the violation.
  4. The process the unit owner must follow to contest the notice
  
  TM's response: 
  "This homeowner was provided (2) separate violation notices dating back a year ago."
  False, the violation in question is on May 2023.tion.
  
  I have also asked ******* ******* on behalf of Trestle Management to provide me historical reported violations to include the reason and dates but NOT include any personal information however ******* ******* refuses to provide this information despite their legal obligation. This information is required for me to understand the scope of violations reported and more importantly within my legal right to request as well.
  
  There is also financial information ******* ******* on behalf of Trestle Management has refused to produce however that will be a separate filing since these two cases may have separate handling and outcomes.
  
  ******* ******* on behalf of Trestle Management have also falsified information in other situations. One specifically is where they declined my submission as a candidate stating a candidate was already selected however a few weeks later, the vote to select a candidate was sent out thus the initial e-mail stating a candidate was selected was a false statement.

  

  Business Response

  Date: 02/29/2024

  The claims made in this complaint are completely baseless and untrue and we respectfully request, following this response, that the BBB remove this from our record with your organization. Trestle Management Group has NOT illegally withheld records of the association. State statute protects private records of homeowners from being shared with other members of the association, which includes detailed violation history. This homeowner was provided (2) separate violation notices dating back a year ago with photos of trash cans being left out. We have been directed by the community's Board of Directors to enforce this violation of the governing documents and do so throughout the entire community during each inspection. To address the false claim that he is being 'singled out', approximately (60) trash can violations have been sent to homeowners throughout the community in the last 12 months. In regards to financial information, ALL monthly financial statements for the association have and continue to be available to all homeowners in the 'Documents' portion of the homeowner portal.

  We would again strongly encourage *** ****** to retract his statement regarding Ms. ******* professional practices/ ethics and have this complaint permanently removed from the BBB website as we find his claims to be completely baseless, slanderous in nature to her reputation in our industry, and approaching defamation. Thank you.  

  

  Business Response

  Date: 03/04/2024

  Please review the notices that were previously provided to you as you will find all of the information contained in those letters including that the 'witnessing party' was our team member Ms. *******. In regards to your claims of selective enforcement, as we mentioned in our previous response, approximately (60) trash can violations have been sent to homeowners throughout the community in the last 12 months. In a community of (137) homes it is easy to see that this particular violation has been equally enforced throughout the community and your (2) violation letters are a small percentage of the total, far from 'singling you out'. 

  Customer Answer

  Date: 03/19/2024

  Noted TM continues to not mention the specific May date; continued elusive responses i.e. not direct. So Ms. ******* as you mentioned her reported the violation in May 2023 and no other resident made the report.This means that she selectively chose to report me and NOT the adjacent neighbor that left their can out several more days than I did. The neighbor that TM did NOT report attests this is true since we both received the same violation in February however the adjacent neighbor did NOT receive the same violation I did in May which again was the same time they left their can out as I did. 
  
  That would be selectively choosing to write up a violation since there is no possible way for TM/Ms. ******* to have visibly seen my can to report it without seeing the adjacent neighbor's can as well. I was more inclined to believe this was a resident making the report since that would be acceptable for them to selectively report as that is their own prerogative. A Property Management company such as TM does not have that option. 
  
  So this circles back to TM/Ms. ******* selectively choosing to issue violations vs. enforcing rules/violations holistically without prejudice. 
  
  Is this behavior, and deception including the financial mis-reportings made in the other BBB case I have yet to receive a case# for what the BBB deems appropriate to receive accreditation? 
  
  

• Initial Complaint

  Date:10/06/2023

  Type:Order 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.

  Trestle Management Group continues to ignore emails and voice-mail seeking to obtain specific information regarding violations. Multiple attempts over multiple months to reach someone who can speak to the account go unanswered but they continue to send additional violation letters and assess additional fees.

  

  Business Response

  Date: 10/16/2023

  Upon review of this owner's account in our system we found (2) internal tickets. The first (XN #*******) began with a courtesy notice sent to the homeowner regarding a front yard landscaping issue sent on 9/8/23 which was responded to by the homeowner on 10/3/23. Our Community Manager reviewed the notices and homeowners concerns about fines and addressed them in writing a few days later on 10/9/23. The Community Manager was on vacation from 10/4 to 10/9, which caused a slight delay. The second issue (XN #*******) started on 10/6/23 when the homeowner responded to a first fine notice regarding painting of the side blocks walls sent on 9/8/23 and then again on 10/6/23. Within 4 days, on 10/10/23, the notices and homeowners concerns were reviewed and responded to in writing. This also is clearly a reasonable turn around time. The Community Manager also researched all email items with this homeowner's email address as well as call history from their phone number and no additional items were located. If there are any remaining unanswered questions or concerns we would urge the homeowner to contact their assigned Community Manager directly at ********************************************************

• Initial Complaint

  Date:09/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never said my son parks there months at a time. My exact words is my son has been home from college for 2.5 weeks and will be leaving soon. I would like to know what constitutes a guest? It also states the owners can not park in guest parking. My son does not own the home. I mean if you want to get picky. He is our guest when home from college.  My main concern is the permanent sticker they put on the middle of the drivers side windshield, which completely blocked his view. He had to drive home like that due to needing a razor blade to remove it. 

  The sticker said warning on it.  It had the time and the date that the sticker was put on his car which was 7:59 PM and it said the car will be towed on the same day. Why would you put a warning sticker on a car and then two hours later tow it? Obviously, my son never saw the sticker.  I do not believe that is a sufficient warning time.  If you look it up, it states; After a warning sticker is placed on a car, HOAs should give 96 hours before they tow a car.?? They should have at least given it until the next day. He comes in at 8 PM and doesnt leave until morning but they had it towed  2 hours later knowing he wouldnt see it. 
  He has never been warned before, we believed him to be a guest since he would come and go.  One of the board members whose son parks on the street every day, never gets towed.  I see the same cars parked on the street night after night and when talking with them, they have never been towed. I feel we are being harassed and discriminated against when others in our community are not, especially the board members and their friends. Please see attached. 

  

  Business Response

  Date: 10/02/2023

  The complaint revolves around the issue of street parking within our community. As per the original community rules (CC&Rs), it is clearly stated that there is no street parking allowed for homeowners. However, in consideration of temporary guests, the *** board created special guest parking zones.
  
  It has come to our attention that the homeowner's child has been residing with them for extended periods of time and has been consistently parking in the designated guest parking area. This action directly violates the parking rules established by the ***, which were communicated to the homeowners in writing twice in 2022 and 2023, as well as during every quarterly open *** meeting. The homeowner even states this extended parking of the son in guest parking for months at a time in her own, written complaint.
  
  I would like to emphasize that each home within our community is provided with two parking spots in the garage and two additional spaces on the driveway. These parking provisions are intended to accommodate long-term guests. However, the homeowner has chosen not to utilize their own parking spaces and has instead elected to park their car nightly in the guest parking area, thereby restricting the availability of these spots for true temporary (i.e., overnight) guests of homeowners.
  
  Our intention in enforcing these parking rules is to ensure fair access to the designated guest parking spots for those who have a genuine need for temporary parking. By disregarding these rules, the homeowner is inconveniencing other homeowners and their guests who rely on these parking spaces.
  
  We kindly request that the Better Business Bureau consider the facts presented and dismiss the complaint filed by *************************. We believe that our actions are justified in maintaining order and fairness within the community.

  

  Business Response

  Date: 10/03/2023

  We understand your frustrations and concerns but the Parking Policy and towing of your vehicle were decisions made by your volunteer ***** members comprised of other homeowners within your community. You are certainly welcome to submit a written request to your assigned Community Manager for the reimbursement of your towing fees. Upon receipt, your Community Manager will present to your ***** of ********* for their consideration and determination. Please understand these are not actions or decisions that are taken by Trestle Management Group directly as we take direction from and all decisions related to your community are made by your elected ***** of *********.