Complaints

• Initial Complaint

  11/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested a rental for the Clubhouse and I was confirmed availability for the date of the event I sent the deposit via mail But then i was refused the clubhouse and was told another homeowner rented it already The management company violated the procedure of the rental agreement And the customer service team was extremely rude and very disrespectful unable to provide any reasonable explanation for why they did this

  

  Business response

  11/12/2024

  Hello,

   

  The community association's clubhouse is reserved on a first come, first served basis.  The clubhouse is already reserved for the date the homeowner requested.  The owner is unhappy with the answer they were given.  Attached is communications between our manager and the homeowner.  The homeowner also called our office and was verbally abusive to our customer care staff.  We're sorry the clubhouse is already reserved by another homeowner, but this claim has no merit. 
  

  Customer response

  11/13/2024

   
  Complaint: 22537806
  
  I am rejecting this response because:

  i was never abusive to the customer care ***resentative

  i called to respond to an email I received and customer care *** stated to yell at me!!!

  I understand its first come first serve 
  And I was first calling the office and they confirmed availability 
  My deposit was dropped in the mail and on the way to the office when they gave it to another resident and then emailed me its no longer available 
  The same thing happened last year so I accepted it as a coincidence but since its happening again I take it as a discrimination against my rights 
  The rental agreement states there is 10 days period to receive payment ( since there is no option for instant payment or online booking) 
  I have been living in the community for over 7 years and it has always been the same procedure 
  Villa violated the procedure 
  And then they telling me I have not been lucky enough to have my checks delivered before another resident drove to the office is very insulting 
  Creating conflict by allowing multiple reservation requests for the same dare 

  Villa never advised me about multiple requests and I have to fight to win 
  They confirmed availability and I mailed them the deposit 

  What they did is simply an act of dishonesty 

  
  Sincerely,
  
  ******** Tondeva

  

  Business response

  11/26/2024

  We respectfully disagree - the management company is doing its job by enforcing the policies of the association.  There is no wrongdoing.  Again it is a matter of timing.  In the future, the owner may want to reserve the room earlier and/or overnight or drop the security deposit.  It is a busy time of the year for room rentals in general. 

  Customer response

  11/27/2024

   
  Complaint: 22537806
  
  I am rejecting this response because:

  if associanon policy is followed there must be a written notice of the rules change. As a manager you should oversee any wrongness and conflict !! it is wrong to allow multiple reservations for the same date. I understand this is a busy time for the room reservations but not excuse for creating a conflict. i was ASSURED over the phone that the room was available, signed the agreement and mailed it along with the deposit. I was never advised to drop it overnight in order to win ! 
  And  this must be corrected and rules must be supported in writing 
  I also want to receive a written statement for the  change of the reservation policy and the date and time it has been documented 
  Otherwise is considered invalid if only announced verbally and residents were never advised 

  Sincerely,
  
  ******** Tondeva

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We reside in the *************************************** whish is included in an HOA headed by Villa Management. We always pay our assessment on time monthly. We have had numerous issues with the association over the years; rude and condescending responses by the property manager, *********************, failure to come out for issues such as lawn maintenance and building paint that are under the association's jurisdiction when asked.. I have asked **** for his manager's information on 4 occasions through email. Each time, he ignores my ask and refuses to give me the information. Most recently, last June (2023), I contacted Villa regarding a patch of dirt in my backyard and front that needed to be reseeded. I was told that a work order would be put in place. I can see it in my app as of today that it has not been completed. I received an email from **** last year stating it was too hot/dry and it would need to wait until the fall. Fall came and went and nothing was ever done. When winter came I knew that nothing could be planted, therefore I waited until late spring and contacted Villa again on Friday, June 12th 2024. I spoke with ********************************* . I again asked that someone come out to reseed the grass patches and also let her know that there are an excessive amount of weeds around the property. She asked that I take pictures and send to her. . She spoke with **** who stated we would be getting new mulch soon and that they would talk to the company about the weed treatment. However, she stated nothing about my request for someone to reseed the grass patches. I emailed her again on Monday, June 17th and asked when someone would be out. She said that it may be too hot/dry and she was not sure and to follow up with her in a few weeks or to email ****. At this point it has been a full 12 months since I first asked for my grass to be reseeded and every time I call I am given an excuse. There have been numerous times over the past year when this could have been completed.

  

  Business response

  06/20/2024

  Hello,

  The manager of the Association was instructed by the ***** of ********* of the Association to hold on all turf repairs.  The ***** of ********* is the governing body whom makes all decisions for the Association pursuant to the recorded declaration of the Association.  The manager was following proper legal procedure.  That said, the manager will inspect the area causing the owner concern and bring it to the *****'s attention to see if they will make an exception.  He should have an answer soon. 
  

• Initial Complaint

  01/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This dispute is in regard to increase of H.O.A. My H.O.A increase from $329 to $354 without notice.I contacted villa management ****** said they sent budget report. Well, it was last years. And im disabled couldn't go to year end meeting. I told them they can't do an increase without notice and explanation.****** told me don't pay February. They were going to send out a report. I wasn't about to turn off my auto pay and get a late fee.so the new budget report I will attach with this email.I was sent the increase it should be $336. Again I was charged $354. ****** said they would adjust my overage. I paid oct 31. Never happened.I want a check mailed to be for the 2 over charges and I want something on my auto pay stating my bill is $336. Yes, it's only $36 but still it's the principal. They thought they could just charge people what the felt like.My resolution is the $36. And get my bill corrected.To $336.Then . I don't want this going on for months.It needs to get resolved now. Other neighbors are getting over charged also.

  

  Business response

  01/30/2024

  Hello,

  
  We are the managing agent of the Complainants Condominium Association.  Our team spoke to the Complainant and answered her concerns together on a telephone call yesterday.  There were four members of the Villa team present on the call and the Complainant.  We provided the Complainant with the following explanation and the Complainant said this complaint will be dropped during that call:  
  The ***** of ********* of the ************************************* adopted a **** budget and provided proper legal notice.  Attached are said notices.  Owners who pay through the association portal, such as the Complainant,can always view their **** assessments in their payment portal.  Owners who do not pay through the Association's portal received payment coupons with their assessment amount.  Since the ***** of ********* adopted the **** budget, The ***** of ********* agreed to adopt a revised **** Budget, lowering monthly maintenance assessments for owners.  Attached is that notice.  The revised **** budget will be adopted in early February by the ***** of ********* at their open board meeting.  The assessments of owners will be included on the notice of the revised budget to aid owners who may not know to look in their owner portal if they do not receive coupons.  The Complainant is paid-in-full.  We reassured the Complainant that she did not overpay, rather she paid the assessment amount adopted by the ***** of ********* with a 7% increase (*****s can legally increase up to 15% per year) over the previous year, but the ***** of ********* will be lowering assessments when they adopt the revised **** budget.  We provided the Complainant with the amount to pay once the revised **** budget is adopted, which is correct and fair.  Again, the Complainant said she would drop this complaint.

   

  Thank you.

   

  Villa Management
  

  Customer response

  01/30/2024

   
  Complaint: 21212031
  
  I am rejecting this response because:
  I received a phone call that I did overpay. First it was $354 I paid twice. Without notice of increase. After I had called regarding this. A new budget came out in the amount of $334. I was then told March I will get retro pay because of overpaying twice in the amount of $302. Then after that $336. I am paid in full and they overcharged me. You can't just charge people a new H.O.A fee without explanation.

   

  I do not want to close this until March .when I see the adjustment of $302 and $334 going forward.

  Because they threaten me not to keep Contacting them in the past. That's the reason. I want it open to until I see my retro pay.and make sure I am paying $334.
  Sincerely,
  
  *******************************

  

  Business response

  01/31/2024

  In the complainants initial complaint, she mentioned two of our team and said one was dismissive and the other was non-responsive.  In response to that, we have attached recent thank you's each of our staff that were cited in the complaint has received over the last several moths.  In response to the complainants most recent response, the complainant has always been provided with the proper and timely legal answers to her questions from our office. We do not cease communications with anyone unless we have exhausted our answers, have nothing more to offer and are being harassed. The complainant has harassed our team in the past and when she was dissatisfied with the proper answers to her concerns.  In fact, the complainant contacted ****** and ****** multiple times since yesterday evening regarding this matter.  That is after we spend considerable time individually and as a team with her on the phone.  We now must communicate with her through this portal regarding this matter since she filed a complaint against us.  Again, the complainants ***** of ********* properly adopted the original **** budget and owners were charged the correct monthly assessments of that budget.  The ***** of ********* will be adopting a revised budget next Monday night at their open board meeting which will lower the monthly assessments from March **** through December ****. Our management firm did nothing wrong.  The ***** of ********* did nothing wrong.  ********* is doing the owners a favor by adopting a revised **** budget. We have provided proof in the form of ************ notices and an explanation of how the association is administered.  We cannot help the fact that this complainant fails to understand that and accept our proper and timely answer to her questions.  On the most recent telephone call where our team was present, we heard complainant say that she has been unhappy with her condominium since she purchased it.  She agreed to the governing documents and laws her community association must abide by when she purchased her home.  If she is unhappy, it is her decision if she wants to move to a non-condominium association.  If these wrongful accusations do not cease,we will not hesitate to take legal action as this is again, becoming harassment and the complaint is unfounded.  To reiterate, when our team was listening on a phone call with the complainant, the complainant said she was clear on our explanation regarding her monthly assessments and the budget and that this BBB claim will be dropped.
  

  Customer response

  02/01/2024

   
  Complaint: 21212031
  
  I am rejecting this response because: I am not harassing them. I was charged $354 twice. Without notice. Then I was told they revised it to $334. My complaint is simple March give me back the difference between $353-$334 was I should of been charged.Twice. Then I have a payment of $334 a month. That simple.

  I just want what you overcharged me. IEveryone was overcharged. Once I see my bill of $302 March. Then april$334 we are done. I reject it because I want my money back.overpayment. I attached my 2 overpayments. What I use to pay. And what you guess decided on once you over charged everyone for 2 months

  Thank you 

  
  
  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. ↩