Complaints

• Initial Complaint

  09/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ********************* changed the banking company at the beginning of the year. They double charged me through the new company and the old company. The maintenance fee was $30 that I received on January 1st. I paid the $30 on the 15th that is the due date via auto-pay. On January 17th was charged for $25 which was the maintenance fee with the other banking company for the previous year. I disputed the charge as they did not respond to my calls about the double charge. Now they are charging me a $12 fee for the disputed charge. Their Homeowner Ledger that they send me every month shows that the fee is $30 that was paid on the 15th, plus the $25 on the 17th, and on 25th is when they are charged back for the dispute. I sent them emails with the bank records and multiple calls to them. They refuse to remove the fee from my account. How many other homeowners were charged twice that did not notice or might still be charged twice.

  Business response

  01/03/2024

  Good afternoon ****************,

  We have reviewed your account and on January 25, 2023 you paid thru REVO and the payment was returned as an NSF No Sufficient Funds, the Association charged $25.00 late fee and the bank charged you $12.00 for the NSF.   Your account is current as of todays date you owe January **** maintenance fee .   Please let me know if you have any other questions regarding your account.

  Thank You

  *************************, Owner

   

   

   

   

   

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 5th and thru today- my mortgage lender along with my own attempts have tried to procure the W9 to support the refinancing process. The number that is available to contact the office at ************ and they advise you to engage ****************** - I have sent 3 separate emails (no response); I have called numerous times- and he is never in the office. He is the boss with no supervisor to report this lack of follow through and inefficient customer care is beyond egregious. I am in the process of missing the closing deadline as a result of poor responsiveness and a lack of concern for their role as the *** for this property.

  Business response

  01/03/2024

  Good afternoon ****************,

  We looked in your account number file and we have no request for an Estoppel or W-9 form.  Please forward any requests to ********************.  I will be glad to assist you with any request's you may need.  **************** is important, and I am sorry there you had difficulties with the refinance.  Please send all requests to my attention.

  *************************, Owner

   

   

• Initial Complaint

  04/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This HOA team easy defines the term negligible. In my almost two years under their lease program, it has been a consistent hassle to be properly serviced. It took nearly 7 months of effort to get tags for the gate. Yes, that is how long it took the property manager, ***********************, to respond to me and advise me on what I needed to do. I have emails to prove this. Moreover, I was just taken off the gate registry without reason or warning. My gate decals do not work, my code was deactivated, and my name removed from the registry. When this occurred on a Friday, I called the management company emergency line and was repeatedly told not being able to get through the gate was a non-emergency. Therefore, one can interpret that me being locked out of my community and my home is a non-emergency. As a mother, I do not appreciate when someone's inability to do their job threatens my ability to shelter and protect my children. In a world with so much technology, it's shame that simple matters of quickly reviewing security measures with a few clicks can take so much effort as to kick someone out of their home for days. Perhaps complaints and litigation can help me find an easier way into my home.

  Business response

  04/10/2023

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

  I spoke with the property manager *********************** and he advised that the reason why your system was deactivated was due to the owners of the property located in ************** not sending an updated lease renewal. The system automatically deactivates the entrance when the lease is not updated and your lease expired April 2023. As a courtesy we have activated the system. We strongly encourage all owners to send the lease renewals at least 30 days prior to the lease expiring to avoid these types of issues.

  In regard to the management not answering on Friday April 7, 2023 our office was closed in observance Good Friday.

   

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

   

   

  Customer response

  04/11/2023

   
  Complaint: 19914375
  
  I am rejecting this response because:

  My lease DOES NOT expire in April 2023. It expires in August!  Clearly there is carelessness happening in the association. Whomever inputted the date in the system did NOT enter a date anywhere near the correct date. To make matters even more interesting, when I told your representatives that the date was incorrect and to fix it with the proper date, they did not care to do so. I was told to come back next year to prevent this issue from happening again. At this point, it doesn't matter, nobody cares that I had to put my life at risk along with my children's life everytime I had to enter the community through the exit. Nobody cares that people were honking their horns at me as they watch me do illegal things to get into my own community. All because someone, somewhere made up a date. That also doesn't even begin to address the lack of communication that occurs in this place.

   

• Initial Complaint

  01/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a property owner, currently renting a property which this company is managing. After numerous attempts to get my account current and establish a reliable way to pay my HOA fees, I still have the issue and I am now being harassed with made up offenses. 1. After some email exchanges back in July-2022. I sent a check via my bank. It got returned after 90 days. Bank records give proof of correct address and time. 2. Asked repeatedly for a reliable way to pay my HOA fees. Never got a response. Instead, in September, got a letter that my account was in collection. 3. Paid everything, including legal fees. Wrote an email asking for reimbursement for overcharges, showing proof of the sent check they failed to cash. 4. No attempt to address the issue, they just replied that I should contact their lawyers. Which I did.5. The lawyers asked for a detailed account of the situation. So I forwarded them the email I had sent to Atlas. They replied that they had forwarded it - full circle. Still no response or attempt to address the issue. 6. Then in December 12 2022, I received a notice, to pay $300 within 5 days of the issue date Nov 29 under penalty of going to collection for receptacles being left outside the house. There is no proof, picture or a formal record documenting the alleged offence(s). My tenant denied leaving any receptacles out. I take this as pure harassment. Don't know if it's illegal, but it's clearly a malicious act of harassment. There are no previous notices sent (requesting to cure), as the statutory requirement is. There are no notices advising me of my right to contest and appear before the ******************** There is just this "after-the-fact" decision to levy a fine of $300 reflected in the notice attached.I have always been courteous in all my exchanges with them. I know such companies have power to harass people with no accountability and I never wanted any issues. But this is beyond unprofessional.

  Business response

  02/07/2023

  Good afternoon Mr. ******************** account was in collection's we sent you late notices for six months.  No response was received.so your account was sent to collections.   As per your tenant's violation s they left the trash receptacle's. In three different occasions.   This was brought to the grievance committee and all these notices were mailed out to the address in our files.  The grievance committee fined them $100.00 per incident.   It is the owner's responsibility to inform their tenants of any infractions that they may cause.  The homeowner is responsible for their tenants.

  For future payments please contact our office, we will sign you up to our portals, you no longer have to send checks, you will be able to pay online.

  Please make sure you information is current, that we have your current address and contact information.

  Thank you for brining your account up to date.  

  Hope you have a wonderful day.

   

  ************************* Property Manager

   

   

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  Customer response

  02/13/2023

   
  Complaint: 18700251
  
  I am rejecting this response because:
  

  1. On the issue of notices, the claim from the management company sent notices "for six months" is simply false.  I have not received even an account ledger and/or payment coupons. I recently learned that the payment changed from quarterly to monthly through a phone conversation with their lawyers. I was never informed of that. I still don't know what the monthly amount is!!! When I reached out by email to notify them about this issue, I got no response. In addition, a payment I sent last summer through my banking institution was never cashed and returned 3 months later while placing the account in collections again. In short I have only received communication from your lawyers re collection. I also learned that starting this January payment can be made through an online portal. I am still to receive the ability to login to that portal. Mid-January I email the customer service asking for assistance and got back a reply "You will be receiving an email with the link at the end of the month or the first week of January." - I STILL HAVE NOT RECEIVED such a link and we are mid February. So the pattern continues.
  

  2. Regarding leaving the trash bin on the curb - my (now ex) tenant emphatically rejects that claim.There have been such occurrences of a forgotten trash bin in previous years, always with a picture provided and I have always communicated to him immediately. This last grievance came to us with no picture or any other proof. Accompanied with a $300 bill, not $100. Or are you saying that the $300 fine is to cover previous years? Sent only now cumulatively and only after I formally complained. I take that is an admission of retaliation for my complaint and I find this unacceptable.

  I would also re-iterate that my goal here is solely to get my account in order and to establish reliable means to pay my *************** so that we don't end up in the same situation again. Nothing more. The response of the management company makes not progress in that direction. 

  Sincerely,
  
  *********************************

*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. ↩