Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kuester has been a disaster as a management company for the *** in ****************** since inception(2019). We pay for amenities that SHOULD be up kept in order to utilize them. I received an email confirmation on December 12, 2024 to rent the Clubhouse for my daughters first birthday party, to be held on *********. I was told to send a check via mail for $50 to officially hold that spot. I sent it shortly after and the booking was confirmed. I ordered printed invitations and mailed them out on 1/10/25, and was sent an email on 1/14/25 that the clubhouse is not able to be used. I was told that the clubhouse is winterized for the season and has no working plumbing. Our neighborhood pays monthly for the amenities to be useful. The clubhouse is not a summer amenity, and if it was, they should have never confirmed my booking. I am not the first ****** from the neighborhood who has had their event ruined but Kuester and their lack of knowledge. Also note that the tables and chairs that we should have available were damaged and not replaced. So i would have had to supply my own, when it should have been included. I have wasted money on invitations and stamps, and will now have to contact the attendees. I also have to find a new location with little time to plan. This is a grossly mismanaged company.

  Business response

  01/21/2025

  The Association holds a seasonal permit for the pool, which remains inactive during the winter months. Recently, the County informed the Board that, due to the pool's direct access from the Clubhouse, the permit extends to cover the Clubhouse because it is located entirely within the pool fence perimeter. While we understand this may be disappointing to homeowners,the Association is required to comply with the restrictions imposed by the County. Your Community Management team is currently researching options to allow the Clubhouse to be able to operate separately from the pool.  As the Clubhouse is not in use during the winter months, it has been winterized to protect the plumbing and other facilities.

  We apologize for any miscommunication regarding the availability of the Clubhouse for your event. Our Clubhouse Specialist is working closely with your Community Manager to ensure that all the information related to the rental of the Clubhouse is accurately reflected in our internal systems. Additionally, the Community Manager is in discussion with the Board regarding the tables and chairs in the Clubhouse to determine whether these resources will be replaced or no longer included as part of the rental package.  This replacement decision cannot be made by Kuester as only the Board has the authority to approve the replacement of the items.

  Please note that there will be no charges to your account for the rental of the Clubhouse, as your event was canceled. We sincerely apologize for any inconvenience caused by the unavailability of the Clubhouse,and our team is taking steps to prevent similar issues in the future.

  
  

  Customer response

  01/21/2025

   
  I am rejecting this response because: Not charging my account for a service I did not receive is not making the situation right. The monthly HOA fee needs to evaluated and funds should be returned the homeowners who have been misinformed. I have wasted money planning an event at a location that isnt even usable, contrary to what our governing documents say. This is issues is one of many that our neighborhood is facing and our money is being mishandled. 
  
  

  Business response

  01/24/2025

  Based on the amount indicated in your complaint, we thought your request pertaining to disputed amount of $50 was related to the rental cost, as that is the cost of renting the facility. The monthly *** **** are determined by the Board of Directors and reflect the operational expenses to maintain the Community. As previously communicated, the Community Manager is currently exploring potential options to allow for the rental of the Clubhouse while the pool remains non-operational during the winter months. According to the Governing Documents, the Board of Directors has the discretion to permit exclusive use of the Clubhouse and other amenities; however, such use is not guaranteed within the documents.

• Initial Complaint

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Im writing to report Kuester Management unethical approach to passing a 27% budget increase in my community. On 10/18 budget packets were mailed to residents. In the packet was the option to write to management to reject the new budget. Many residents shared via social they did not get their packets. On 11/11 I emailed the office to request a notification be included in the weekly email to residents as this was a main channel for information for residents. I was dismissed. Long after the deadline to reject the budget, a notification now appeared in the newsletter. I am writing to ask BBB to mediate in auditing Kuesters mismanagement of informing residents of this budget increase and properly allow residents time to be informed and act.

  Business response

  01/13/2025

  Section 8.2(D) of the Associations Governing Documents outlines the following procedures for the ratification of the budget:
  Within 30 days following the Board's adoption of any new or revised budget under Section 8.2(a) or (c), the Board shall send a summary or the applicable budget, along with notice of the amount of the General Assessment or Service Area Assessment to be levied pursuant to such budget, to each Owner subject to the assessment. The budget shall be accompanied by notice of the date, time, and location of a meeting to consider ratification. This meeting shall be scheduled by the Board to occur no less than 10 nor more than 60 days following the mailing of the budget summary and notice. The notice will include a statement indicating that the meeting may proceed, and the budget may be ratified, even in the absence of a quorum.
  The legal requirements for distributing the budget information to the community were fully met. In addition, the Board made multiple efforts to notify residents of the upcoming election and provide details on the budget approval process. On October 3, 2024, an email was sent to the membership outlining the budgeting process, informing residents that the budget would be mailed later that month, and emphasizing that they would have approximately three weeks to review the budget prior to the meeting. On October 23, 2024, another email was sent to notify members that the Annual Meeting Packets had been mailed, with a reminder to check their mailboxes for the information. Voting reminders were also included in the Manager's Monday email communications on several occasions.
  A recent email reminder informed homeowners of the dues increase for 2025, allowing them time to update their payment methods accordingly.
  Your feedback regarding the Association's communication efforts will be reviewed by both the team and the Board of Directors as they assess this years process and explore potential improvements for the next Annual Meeting.

• Initial Complaint

  12/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fifteen 15 ****** community has been completely overrun by street parking, & Kuester's negligence is to thank for it. Kuester continually sends empty threats of towing & it is also stated in our bylaws that towing will be enforced if this is a persistent issue, which it has been. We had to relocate a vehicle due to not having enough parking in such a large community, & we always see the same cars parking in the street, so obviously no warnings have been sent like they say that they will do. ********* *. has been unresponsive & ignorant to our communities bylaws & tried to tell me that they have had "inspectors by", & gave me a bullet point list of how OTHER communities handle this type of thing to which I replied that's great, but that's not how our community handles this as stated in Kuester's emails on 7/29 & 11/13 as well as the bylaws (section *****) that have been in place since 2022. I sent that email on 11/26, & another follow up email on 12/4 of which both have not been responded to. The email thread, bylaws, & Kuester's mass emails are attached. I would really hate to assume that Kuester has been sending empty threats without any means of follow through as this has been an ongoing issue since the community was built. It is not only an eyesore, but a major safety concern as emergency vehicles are not able to access the roads appropriately. I'm beginning to wonder where my *** **** are actually going because the only people we see in regards to our HOA is landscapers in the summer. It is increasingly frustrating to homeowners that have abided by these bylaws in fear that they were going to be reprimanded, & spent their own money in order to abide by these rules while others just get away with it. BBB is my last resort.

  Business response

  12/10/2024

  We understand that parking has become a hot topic within your community, and we appreciate you bringing your concerns forward. In response to the Boards request, Kuester has sent multiple communications to residents in an effort to address the situation and ensure everyone is aware of the parking rules.

  The information you provided regarding observed parking infractions has been shared with the Board of Directors, as they are the only ones with the authority to authorize towing. However, instead of pursuing towing, the Board has decided to issue immediate hearing notices and fines for such infractions. As outlined in the communication you received from our team, your community has adopted a streamlined compliance process for parking that bypasses the first two steps, allowing for quicker action.

  Additionally, the Board has expressed challenges in monitoring the parking violations, particularly because many are identified at night, and the vehicles have typically been moved before the violations can be fully documented.
  Your concerns have been shared with the Board to ensure they are fully aware of the frustration surrounding this issue, and we are committed to finding effective solutions for the community.

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Has to be the worst HOA I have came across, if I could give 0 stars I would. Im writing this review to express my dissatisfaction with Kuester Management Group handling of several key issues in our community. Despite complaints from residents, it appears that certain homeowners are being unfairly targeted, while others who repeatedly violate parking rules face no consequences. Its disheartening to see selective enforcement when multiple cars park improperly every day without ticketing, while others are singled out.The gym, a vital amenity for many residents, has had broken machines for months with no repairs in sight. This prolonged inaction reduces the value of the facilities were paying for and hinders residents who rely on them for fitness and wellness.Another serious concern is the addition of unexpected fees following architectural approvals. Residents go through the proper channels, follow all procedures, and get the required permissions, only to find additional fees imposed afterwards. This lack of transparency and consistency is incredibly frustrating and feels unfair.Additionally, the lack of designated guest parking is another issue. Despite the clear lack of options for visitors, certain cars are specifically targeted for infractions, adding to the sense of unfair enforcement.Overall, Kuester and the current ********* appears inexperienced and poorly equipped to handle homeowners requests and concerns fairly. As residents, we deserve a more competent and transparent HOA that addresses issues equitably and prioritizes the needs of the entire community.

  Business response

  11/05/2024

  Thank you for sharing your feedback, Mr. ****** We recognize that residents expect fair and transparent service, and we want to address your concerns directly to clarify the roles of Kuester Management Group and your Board of Directors in managing community guidelines.
  

  Parking Enforcement
  In response to resident concerns about parking, your communitys Board of Directors introduced an updated Parking Resolution on September 1, 2023. This policy, available on the community website and attached here for convenience, clearly outlines parking rules and enforcement procedures. While the resolution allows for towing improperly parked vehicles, initial notices and opportunities to address concerns are provided first.
  Our records show that you received two written notices regarding parking violations, with the option to attend a hearing with the Board to discuss the matter prior to any fines or towing. This hearing, held via Zoom for ease of access, was an opportunity to present any circumstances related to the violations. While we understand the challenges limited guest parking presents, please know that enforcement is conducted consistently across the community to manage narrow streets safely for all residents and ensure access for emergency vehicles when needed.
  

  Architectural Requests
  Regarding architectural fees, our review of your account indicates no fees associated with Kuester Management Group for architectural requests.  The fees may have been related to the ***************************** which you also belong to, managed by a separate company.We encourage you to reach out directly to their HOA management team if there are questions regarding fees on that account.
  

  Gym Equipment
  We understand that gym facilities are an essential amenity for many residents.However, the gym facilities in question are under the jurisdiction of the ***************************** as well.  We recommend directing concerns regarding gym maintenance to their management company.

  Customer response

  11/06/2024

   
  I am rejecting this response because:

  Parking Enforcement: The review highlighted an issue of targeted enforcement, specifically referencing the notices I have received. This is deeply concerning, as I observe daily violations by others without any apparent consequences. Since I was unable to attend the hearing, I communicated these concerns thoroughly in my appeal via both email and mail.
  
  Architectural Requests: The fees in question pertained to Kuester Management Group, as noted in my review. Importantly, no fee is reflected on my account because I did not accept the baseless architectural fee and took appropriate action to have it removed. Any competent and experienced ********* or management company should have detailed records to reflect this. For your reference, I have attached the relevant documents.
  
  Lastly, I will ensure this concern is forwarded to the appropriate HOA. The confusion between Kuester and WDM stemmed from my previous frustrations with Kuester.

  Business response

  11/11/2024

  Response was over 2000 characters, please see attachment for response.

• Initial Complaint

  10/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kuester manages the landscape of our common areas and under its management the grassed common area behind **************** townhomes has been completely damaged. It used to be lush and green with grass.The common area is mowed with very poor equipment and also treated heavily with chemicals to remove cloverleaf (that we did not have) and other *********** the common area is completely damaged, soggy and muddy and not usable.The tree behind my home was also poorly cut on a very hot day and som of the cut branches were left hanging. It took many requests before the cut branches were finally removed.

  Business response

  10/09/2024

  Regarding the tree behind your home, the trimming was conducted to ensure that branches wouldn’t pose a risk to your property. Unfortunately, this time of year is not ideal for a full trim, but we will make a note to revisit this in the appropriate season.

  The Board is aware of the landscaping issues you've raised, regarding the damage to the grassed common area behind the Tobacco Farm Way townhomes. We are currently discussing potential improvements and plan to allocate funds in the 2025 budget to address these concerns comprehensively.

  Customer response

  11/07/2024

   
  I am rejecting this response because:
  

  The tree in question used to be trimmed beautifully during the appropriate seasons to ensure the branches wouldnt pose a risk to our townhomes. Kuester Management allowed it to be heavily trimmed during very hot temperatures. This placed the health of the tree in danger.

   

  Kuester Mangement has been aware of the landscaping issues I raised regarding the damage to the grassed common area behind the Tobacco Farm Way townhomes since Spring 2024 and did nothing. As a result this common area now needs to be replaced.

   

  It is unacceptable to charge the homeowners of ************ for the replacement. We, the homeowners did not cause any of these landscape damages, the landscaping company ********** caused it. Kuester is responsible for these landscape damages because they are paid to manage BrightView.

   

  Sincerely,

   

  ****** Sorella ******

  
  

  Business response

  11/08/2024

  ******,
  The Board is currently in the process of soliciting bids to replace ********** as the landscaping service provider for the community, due to ongoing performance issues across the property. Funding has been allocated in the *************************************** need of improvement.
  Regarding the safety concerns you raised about the tree, a preliminary trimming was performed this summer, as it was not the optimal season for full pruning. The tree will be properly trimmed once the appropriate time of year arrives.

  Customer response

  11/10/2024

   
  I am rejecting this response because it is unclear who will be paying for the common area damages, including those outlined in this complaint? Will my service area, **************** pay for the common area damages outlined in this complaint or will all the ************ homeowners pay for it from the ****************************** (HOA) Assessment fee?

  Business response

  11/15/2024

  ******,

  This piece of property is common area for ************************, therefore the improvements would be associated with ************'s budget.

  Customer response

  11/15/2024

   
  I am rejecting this response because we, the Briar Chapel homeowners did not cause the damage and it is WRONG and hopefully unlawful to have the ************ homeowners pay for the repair.
  
  

  Customer response

  11/18/2024

   
  I am rejecting this response because:

   

  Date Sent: 11/15/2024 4:32:57 PM
   
  I am rejecting this response because we, the Briar Chapel homeowners did not cause the damage and it is WRONG and hopefully unlawful to have the ************ homeowners pay for the repair.
  
  

  
  

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My management company (Elite) and I report water damage as the result of roof/ gutters and siding to Kuester May 31st and we have been trying for MONTHS to resolve exterior water intrusion issues that have now led to EXTENSIVE exterior and interior damages and MOLD. The water is entering the unit through improperly installed siding that does NOT have any house wrap beneath it. Gutters are filled with debris, the deck support beam has not been flashed correctly and water is damaging the adjacent wall causing rot, moisture in the wall, dry wall damage, and mold. Additionally, the doors were improperly installed and water is entering around all doors causing mold, water damage, wet carpet and damage to sub floors. I contacted everyone from Kuesters office staff to the ** of Operations; yet, I still have not received a resolution. Kuester is aware that water is still entering my unit and that my townhouse has been deemed inhabitable/ very unsafe environment. Also, I have been unable to lease my rental property for THREE months ($2100 per month). (I have numerous emails to support my correspondence with Kuester and their failure to respond). I even contacted two Water Mitigation Companies to evaluate the water damage in my rental property. The findings of both companies are consistent with Kuesters vendor (Capital Exteriors), who they finally sent out (almost three months later) YET, I still have standing water with every storm including Tropical *****, no plan or timeline to stop the water intrusion or a plan for repairs or resolution. My homeowners insurance company also advised Kuester to file a claim against the Master Policy. Kuester has only provided vague responses like the roof will be replaced this summer and repairs will be made as soon as possible. I need Kuester to repair the exterior water entry points, damaged walls, doors, frames, baseboards, carpet, subfloors and paint walls damaged. Kuester should have to refund all rental income loss.

  Business response

  08/21/2024

  Response is over 2000 character limit to address timeline of repair.  Please see full response in attached document.

  Customer response

  08/21/2024

   
  I am rejecting this response because this is a complete fabrication.(See the last email I sent attached).  I was hoping that we could resolve these issues amicably even though Kuester has been extremely negligent snd nonresponsive; however, their dishonesty regarding this situation along with their failure to "Stop the water intrusion," and develop a timeline that includes DATES for repairs further indicates an unwillingness to do what they are obligated to do based on their own Rules and Regulations.  It does not require much effort to secure dates for repairs.  Additionally, I tried to compromise in hopes that Kuester's upper management would do the same regarding the EXTENSIVE damage their failure to act has caused.  I said I would cover the cost of doors and frames NOT because I acknowledge it's my responsibility, but because this is my livelihood and I was hoping to be the change I hoped to see.I have two vendors including Kuester's vendor who has indicated that the root cause for the door and frame water damage are: incorrectly installed siding (no house wrap), excessive debris in gutters, and incorrectly installed original doors.  Furthermore, Kuester has failed to negotiate and provide a revised repair list and repair plan.  Nothing was ever agreed upon.  (There has been no meeting of the minds.  I am no longer willing to cover the cost of doors and frames).  Kuester is liable and should be held responsible for all repairs and my loss of rental income.

  At this point, Kuester is only talking.  They do ot intend on making any of repairs.  After almost four months of pleading with them, asking them to stop the exterior intrusion, asking them to make repairs,emphasizing the fact that I haven't had a tenant for 3 almost four months, I am requesting/pursing legal intervention.  It's obvious.  I NEED an attorney.

  
  

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Kuester Management Group took over the management of our ******************************************* in early 2024.Since taking over, they have unfairly targeted residents in an oppressive and arbitrary campaign of violations based on personal vendettas rather than objective and fair. Examples include issuing violations to one resident when several other residents with the same violation dont receive violations.This compliant stems from a violation I received today, 8/13/24 via email at 2:15pm regarding a stained driveway. The violation is dated 8/13/2024, but the picture is from 7/15/2024. The violation is a duplicate violation of violation pending a HOA hearing on 8/15/2024. How can a violation be issued on a violation pending review? Additionally, the original violation was rectified on 7/18/2024.I replied to the 2:15pm email Kuester Management Group sent at 3:52pm stating the violation was in error and should be canceled and received an email 11 minutes later at 4:03pm stating The violation cannot be closed at this time as it is at a Stage 3 and will be discussed at the hearing. The hearing is scheduled for 8/29/24. The violation letter states the following: If it is determined by the Board of Directors/Adjudicatory Panel that you are in violation, a fine of up to $100 per day could be levied against your property and/or community privileges could be suspended. Failure to appear at the hearing WILL NOT prevent the Board of Directors/Adjudicatory Panel from levying fines or taking other appropriate action as authorized by governing documents or state law.Kuester should not be allowed to repeatedly make cavalier and unjust errors without recourse that result in very time consuming appeals for the powerless homeowners under their tyranny.In this particular case, Kuesters denial of my reasonable request places an unfair burden on me with the threat of severe financial penalties and loss of rights based on their error.I ask that the BBB please facilitate a resolution.

  Business response

  08/14/2024

  ****,
  The violation you received yesterday was not a duplicate violation, but a notice to communicate the rescheduling of your hearing due to scheduling conflicts. The picture you sent has been shared with the Board of Directors to determine if the violation has been resolved. While attending the hearing is not mandatory, its a good opportunity for you to address the Board directly regarding the violation. 

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 8, 2024 I asked Kuester Management Group, What time and location will the July 25th Town Hall ******* be and may I record the meeting? On the same day, Kuester advised the location and said, "And recording of the meeting is not permitted." This communication was via email.I then reached out to Kuester Management Group Manager, ***************, "************,It is my understanding that the law in our state allows for a participant to record a public meeting." and asked him if the Town Hall ******* was a public meeting." ************ did not answer. This communication was via email.Yesterday, July 15, 2024 I received an email on the subject meeting with no location so I inquired again on the location and asked if Briar Chapel residents are allowed to record? ************ confirmed the location is still the ********************** but is refusing to answer the question, if Briar Chapel residents are allowed to record the ********* ******* now ? This communication was via email.The above email communications are too large to upload here. Where can I email them to please?

  Business response

  07/17/2024

  The Community Manager, shared your email exchanges from July 16th regarding the ability to record the *********. Within the email exchange I received, he did answer your question regarding the ability to record. Please note that we acknowledge that he made a slight grammatical error in your response. The second word should be **** but we believe that doesnt change the message of the email.  Please see below for his response:
  You my, but not at the expense of getting in the way of other attendees and the organizations need to compete its business meeting. What I would suggest is that you ask of all the attendees and see what kind of response you get. That would be the polite thing to do as some folks may not want to be part of your video.

  The BBB response does not allow me to quote all his emails as we are restricted to a character count so I am not addressing all the emails in the chain, but in a later email you asked the following question:  So I am allowed to record the ************ Meeting on August 1 at 7pm at our clubhouse but my neighbors are not, is that correct?
  

  He responded with the following:  You didnt ask if your neighbors can record, you asked if you can record.The same information as described in prior emails, also applies to your neighbors if they want to record. I would suggest that all people who want to record get together and determine who is doing what. As long as you or others do not disrupt the monthly business meeting or get your fellow neighbors angry at you if they do not consent to you recording them.

  We feel ************ provided the answers you were seeking regarding recording the meeting in his responses. To recap, yes you can record but we request that you are respectful, dont interfere with the meeting and suggest asking attendees if they are ok with being part of your video.

  
  

• Initial Complaint

  07/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  7/5/2024 For the 2nd or 3rd time in a row, I paid my HOA bill using a different method than what's on file, and Kuester's payment system AGAIN tried to take money from my account!!! I've accrued over $100 in NSF charges, PLUS I've had to pay Kuester's fees also!!! This is COMPLETELY outrageous and I want these fees from Kuester AND my NSF fees from my bank refunded to me IMMEDIATELY!!! I'm sick of Kuester s******* up my accounts!!!

  Business response

  07/08/2024

  Dear ******,

  
  In July of 2022, you signed up for ACH direct draft on your account.  On the 25th of each month, our system creates a file based on the monthly charge that will generate on the 1st of the month. That balance is drafted on the 3rd of each month. Please note that we do NOT draft any prior balance due, just the charges that will generate on the 1st of the month.

  
  If you would like to cancel your ACH direct draft, please complete the form by going to the following link: ********************************************************************; Please allow up to 10 business prior to the next payment for the cancellation to be effective.

  
  If you cancel your ACH direct draft, Kuester will no longer automatically draft your account at the beginning of each month and you will be able to select method for making a payment.

  Customer response

  07/08/2024

   
  I am rejecting this response because:
  
  This does not help me in the least! I paid by other means on the 1st of this month, and when this happened last month, your people called it an "accounting error"! Plus when i had this problem last month, your reps neglected to mention any of this! This is on your company, and I WANT MY FEES REFUNDED!!! This is absolutely ludicrous!!!

  Business response

  07/12/2024

  Dear ***************,

  To ensure there was no miscommunication, your Community Manager reached directly regarding the situation.  She told us that you were happy with the explaination and the courtsey waiver for the fees on your HOA account due to the circumstances.

  Customer response

  07/12/2024

   
  Better Business Bureau:
  
  Thank you very much for the help! The community manager was amazing to work with and I look forward to working with her again in the future within the community.
  
  Thank you. 
  

• Initial Complaint

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In December 2022, ****** ****** Manager Kuester Management Group (KMG) told me my new monthly due amount for 2023 is listed on their annual invoice of December 16, 2022. Accordingly, I paid the listed amount of $455.43 monthly, in full and on time. See KMG annual invoice 12_16_2022. In January 2024 I inquired on a credit balance in my account. I’ve been paying my monthly dues in full and on time since I moved to Briar Chapel in August 2016 and accordingly there is no reason for a balance in my account. KMG said the reason for the balance in my account is because I overpaid my dues each month in 2023. I then discovered KMG also charged me $10 for unknown reasons. See Exhibit A Unknown 2021 charge. Per KMG I am not the only homeowner with an unknown charge. See attached Kuester 1_26_24 other unknown charges. KMG said I will, "need to contact FirstService since they have those records”. See Exhibit B KMG response. I contacted FirstService to no avail. KMG later advised me that I was also charged late fees and interest fees for one late payment. I advised KMG that this was incorrect. I have paid my dues in full and on time since I moved to Briar Chapel in 2016. KMG refunded me the above-mentioned unknown charge, late fees and interest fees and advised me that my balance was now zero. I then received a Delinquent Notice in the mail from KMG. I was reassured by Briar Chapel Community Association that it was removed from my file and accordingly requested a confirmation from KMG. Per ***** ******** Director Kuester Management Group at ***************** the Delinquent Notice will remain in my records. Another accounting error by the Kuester Management Group was in the amount of $347,400. See attached 2024 Budget Error. I am concerned for my community.

  Business response

  06/17/2024

  The $10 charge on your account was a balance that was sent to Kuester from previous management. It seems like you were unable to get help from the previous company based on your complaint, so our team investigated your records. After reviewing your history line by line, we identified that in 9/2021 you underpaid your assessments by $10, therefore leaving a $10 balance.

  The $10 balance dropped to $9.70 in July of 2022 as you overpaid your payment by 30 cents. On 1/1/23, your account balance was paid in full.  At that point, you started making overpayments each month, causing a credit on the account.
  We received your payment of the 17th in October 2023, therefore late fees/interest were added to your account. Once your payment was received, your previous credits covered the late fees/interest and reduced your credit to $64.23.

  The Community Manager informed you that you could reduce your next payment to $352.40 to remove the credit. The payment we received was $315.13 therefore leaving a balance of $27.57. This balance incurred late fees/interest of $20.23. The Board of Directors agreed to waive the late fees of $20.23 and the $27.57 to bring your balance to zero.  The $27.57 was waived on 3/27/24 but the delinquency was created on 3/18/24. We are not able to remove the delinquency from your account as this is part of our accounting records. Please note that we do NOT report to credit agencies, and this will not have any effect on your credit score.

  There was an administrative error in the budget that was approved in which the income was overstated. The error was found by our accounting team in January of 2024 and immediately addressed by the Community Manager with the Board of Directors and Finance Committee. This was an unfortunate error but the Board was able to make slight adjustments to the budget that didn’t have negative effects on the community. Kuester has already taken steps with Committee and Board of Directors to ensure this will not happen in the future.

  
  

  Customer response

  06/18/2024

  
  Dear BBB,
  
  Thank you for attached communication on June 17, 2024.
  
  On January 26, 2024 I was advised, "Kuester took over management in Jan 2022, and the former management company, ************* *********** *****, rolled over that $10.00 balance to us in Jan 2022.  Unfortunately, they did not provide any records regarding the reason for the charge.” See attached.
  
  I understand Kuester’s letter of June 11, 2024 to say that they changed their position because they identified that "in 9/2021" I underpaid my assessments by $10, therefore leaving a $10 balance. There was an underpayment of $10 in 2021 but it was not in “9/2021” and it was corrected.
  
  The 2021 monthly due was $364.30. The underpayment of $10 was made on check #2603 dated 07/01/2021 in the amount of $354.30 and it was corrected with check #2617 dated 08/01/21 in the amount of $374.30. I found this error and corrected it so the balance was back to zero on “9/1/2021”; the HOA did not charge me for this underpayment. This $10 underpayment was also not included in the account information from Kuester’s website on March 6, 2024. See attached. 
  
  Homeowner Associations need to advise homeowners immediately if the homeowner is overpaying, underpaying or being charged any additional charge and the homeowner should also be told the reason for each charge. 
  
  The accounting error remains a concern because it was in the hundreds of thousands of dollars. 
  
  Sincerely,
  ****** ******* ******
  *** ******* **** ***
  ****** ***** ** *****
  
  

  Business response

  06/18/2024

  *******
  There was an underpayment  in July of 2021 and you made the extra payment in August.  Based on your transactional history another underpayment of $10 was also made in September of 2021.  This was the $10 underpayment that came to us a beginning balance from the previous Management Company.  This underpayment was included on the picture of your ledger you provided.  The date of the transaction was 12/31/2021- Prior Mgt. Assessment Beg Bal 2021.  This is the second line item on the picture you shared.  The reason for the $10 charge was due to a balance with previous management.

  Briar Chapel has opted to only send homeowners statements once a year, as a cost savings for the community.  In our communities who receive statements monthly or quarterly (depending on billing frequency) you would have received a statement showing the $10 owed.  Late notices are only sent to homeowners in Briar Chapel who owe more than $20, therefore you didn’t receive a statement showing the monies owed.  Please note that you can access your transaction history at any time by accessing your account via the Web portal for your community.
  Please note that the error was not an accounting error but an administrative budgeting error.

  Customer response

  06/18/2024

  Dear BBB,
  
  I was not told by ***** ******* *********** nor by Kuester Management Group that there was a second underpayment of $10 with check 2627 in the amount of $354.30 on 8/25/21. I will immediately mail a check payment in the amount of $10 to Briar Chapel Community Association, Inc, c/o Kuester Management Group ** *** **** ********* ** *********** The payment that incurred a late charge and interest fee however was not my fault.
  
  It is helpful to now have our account information available online; it was not when I first inquired with Kuester’s Manager, ****** *****. 
  
  Homeowner Associations need to advise homeowners immediately if the homeowner is overpaying, underpaying or being charged any additional charge and the reason for each charge. I have reached out to my General Assembly representatives for a legislative remedy on this problem.
  
  The accounting ("administrative budgeting error” per Kuester 6/18/24) remains a concern because it was in the hundreds of thousands of dollars. 
  
  Sincerely,
  ****** ******* ******
  *** ******* **** ***
  ****** ***** ** *****
  
  
  

  Business response

  06/19/2024

  *******
  I have a attached a PDF that contains your transaction history that we received from the previous management company so that you can see the underpayment from September 2021.  There is no need to send a check to the HOA, as this $10 was part of the monies that were waived by the HOA Board of Directors.  Regarding the payment that incurred a late charge and interest, your assessment check was received after the grace period for the community.  The Briar Chapel Board of Directors waived late charges and interest associated with this transaction.

  
  Regarding your online access to your account information, you have had access to the portal with your account information since Kuester took over management of the community.

  Customer response

  06/19/2024

  Dear BBB,
  

  I had a credit in my account and the credit in my account is what prompted a review. During the review, I discovered I have been paying $10 extra every month for a year and I have an unknown $10 charge and a late charge and interest fee.
  
  Kuester refunded me the unknown $10 charge and the late charge and interest fee. I accepted the refund because the $10 charge was unknown to Kuester and to me and the late charge and interest fee was not my fault. And the record clearly shows that the $10 unknown charge became known to Kuester only after I filed with the BBB.
  
  The online account information was also not available when I first inquired about my account with ****** ****** Manager of Kuester Management Group. Mr. ***** said that Kuester is working on having this information available online to the homeowners.
  
  The $10 check payment has been mailed. I cannot accept to be refunded for something I owe.
  
  Homeowner Associations need to advise homeowners immediately if the homeowner is overpaying, underpaying or being charged any additional charge and the reason for each charge. I have reached out to my General Assembly representatives for a legislative remedy on this problem.
  
  The accounting ("administrative budgeting error” per Kuester 6/18/24) remains a concern because it was in the hundreds of thousands of dollars. 
  
  Sincerely,
  ****** ******* ******
  *** ******* **** ***
  ****** ***** ** *****
  

  
  

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