Complaint They have never responded for 2 years and 9 months to answer a simple question. But continue to charge monthly late fees. Do not notify either. When Regency took over as HOA with our complex, their 1st month they charged me with 2 late fees for the first month, which was paid on time. They have failed for about 1 year and 5 months to this day to respond to me how that is possible. They failed to reply by letter dropped into their payment slot that had my HOA payment in it the next month which went through. But didn't even respond to that letter either. There business location was a block away as well, at the time. They hung up on me and failed to return my calls. They also added in another persons name to my account on their own right after that. They failed to remove it either. They never ever even sent late fee notices AT ALL ! But continued to double up late fees I find out later. I also had our complex HOA Rep. talk to **** about this. **** told her that everything was fine and Okay now. Then they hired a lawyer at the 2 year 1 month period. This is when I find out that they still are at this and still charging late fees by the month. Yet even after 2 letters back to the lawyer all they did was to remove that other persons name. No explanation EVER !!! NEVER ONCE responding to the questions I asked them either ! Obviously they can't answer them. To not even EVER send a letter showing they were continuing to charge me late charges. Including after I even after I wrote twice to their lawyer and explained the issue !!!! NO RESPONSE EVER YET- after 2 years and 9 months now !!! As wacko as this sounds, it is absolutely true! Their behavior and their accounting practices are unbelievable! They are an absolute failure of a business in every way. To Not even send late notices every month as to let me know they still are doing this is as unbelievable that they have this practice. Even after I inform their lawyer over this !!!! Incredible to believe I know. It is absolutely true ! They are a massive failure of a HOA company and their business practices are the worst I have ever seen! Their behavior to NEVER respond is beyond belief ! You have to think how bad their reputation will become over this. It is their job to answer those questions and they have proven without a shadow of a doubt that they never intend to answer them ! But they still continue to charge late fees over that first month and absolutely WILL NOT ANSWER or return calls or messages or anything - but continue to attack me to try to steal money from me. This has to get their business license removed. It also seems to show that maybe they have an employee who has a personal vendetta against me to have allowed this to occur also. It is that outrageous of their behavior that I have NEVER EVER seen from any company. Including LIE to me over this and I have a witness of this as well. Nobody will take their side on this matter either. As bad as they have shown their behavior to be, this has to ruin the companies reputation now and in the future. This is a permanent stain on their image they will have to deal with forever. It doesn't even matter in any, way, shape, or form, they REFUSE 100% to respond to me ! Nobody will want to do business with such a company. To add that once this goes out in my email letter I do 1 to 3 times a week, and always say to send or forward this along, it will go out to people forever. I already know how effective they are and who receives them. They have no idea how effective this will be. I will send out an email address for people who wish to help me with this issue to get in touch with me. They leave me with no other choice. They have shown a 100% narcissist behavior that people will want to help me with. They have to wonder the power of the internet as well that can occur. Nothing else has had any effect at all for them to even talk to me. Nobody once they read the email will want anything to do with them. They are forcing me to do this and you have to agree this is what they deserve. Once in the world of the media and internet, their reputation is gone for good.
Desired Settlement With their behavior, I actually seek to end their business. I could have been a plus to them, but they want me to be the complete opposite of that. I fully well know the power of the internet. The anger, harassment, frustration, and discrimination they have done to me is without question, the reason why I will have to do what they force me to do. I have used BBB before, excellent results. But this time I seriously doubt that you will have any effect with Regency. It is that bad. This will be yet another tool I can show that I used that had no effect on Regency at all. As their own lawyer had none and I can effectively use him against them as well. I have no control of anyone who will read the email and what they may do either. Regency may just make me very rich at the end. Nobody in this world would ever take their behavior and just let it go. So it will not ever stop. They have to be demanding that I do what I have to do. I absolutely have not seen or heard a thing from anyone for the last 8 months. Not the slightest thing to even show that their are any more late charges either. This is how they play. They make you think it is over and they resolved it and fixed their problem. Then they start all over again. This business practice is extremely beyond belief. How in the world will they think that anyone will agree with their behavior and business practices? I couldn't get them to even think about that. This is a narcissist way to do business and you have to agree as well this is what I am dealing with. I would think that they would think how extremely bad all of this will become to them once on the internet and the media if they do not fix their errors?! All over 2 late fees charged to me on their first month as HOA which was paid on time- and they refuse to answer to this day how is that possible ? To this day they have never answered this question and obviously have no intention to do so. No one would ever pay late fees for something that shows is obviously wrong. They also seem to have no answer to this either as they will not answer that nor any question they have brought to my attention ever. They hide the late fees as they never do anything until they decide to start trouble with me over it as well. They still will not answer the question or any other I have to this day. Please note that the answer to "when did I last contact the business regarding this complaint" is approximate on the day specifically. They do not respond to anything with me at all or ever even once. They are completely a horrendous company as they prefer to act as if they are God and I am a pile of dog waste. Towards me they are showing that they are giving me the finger and tell me to obey as they tell me what to do and to pay what they say and they have no concern of anything else at all. They do not wish to ever explain anything or contact me in any way other then what their holiness decides to do, and demand I do and to pay. It is pay as they demand, and they do not have to answer to anything or anyone at all! They are GOD and they treat me as a total waste of a human being. You have to agree a company that has this behavior does not need to be in business. I am seeking a written apology from the owner, ****, and to erase their accounting files and get them corrected. The thing is I already have told them I would pay those two late fees of $25. each if they only simply explained how that is possible. No response ever over anything. No call backs, no responding to my letters, nothing at all ever. To secretly continue to charge late fees by the month as well - and I be lied to that everything is okay and fine now, no one is going to support or buy that BS either of what they have done. An Extremely inexcusable way to do business. Why they refuse to think that this behavior will not be damaging at all to their business is beyond belief. An email letter & pass this on, or web site(s), will continue to always have a negative effect on them.
Business Response Contact Name and Title: **** ****** VP Contact Phone: XXX-XXX-XXXX Contact Email: ****@regencyfresno.com January 18, 2016
Better Business Bureau 2519 W Shaw Ave #106 Fresno, CA XXXXX
Re: Case #89069899 ****, ******
To Whom It May Concern:
I am writing in response to Mr. ****'s complaint against Regency Property Management ("Regency") dated January 10, 2016 regarding late charges assessed by Mr. ****'s homeowner's association Shawbrook Estates.
Regency has been retained by Shawbrook Estates ("association") to manage the association in conformity with the association's recorded CC&Rs and bylaws and rules and regulations adopted by the association's duly elected board of directors. In such a capacity Regency is required to take direction from the association through its board of directors with regard to assessing fines, fees, and penalties. Regency cannot unilaterally assess or waive fines, fees, and penalties against members of the association.
In the instant case, the association did levy certain late fees against Mr. **** pursuant to the association's rules and regulations. This matter has been referred by the association to an attorney for collections, and the attorney has proceeded to file a civil action against Mr. **** for past due balances in the name of the association.
Regency denies any wrongdoing, and further finds Mr. ****'s complaint to be unintelligible in the way it is written making it difficult to respond to his concerns.
We are requesting this dispute from Mr. **** be dismissed and removed from our file with BBB.
Final Business Response ***Document Attached*** Here is an approved response from the Board of Directors from Agent ***** ******** regarding Mr. ****'s account. This is a second response, our first response was from our office, this response is from the Board of Directors for ********* ********
Complaint invoice monthly statement needed. Regency Property Management assumed financial management Services for Shaw Creek Homeowner's Association effective December 31st, 2014. I sent what I assumed is the correct amount for our association maintenance fee for JANUARY 1, 2015. I also sent a check for the assumed correct maintenance fee for February 1, 2015. I still have not received a statement or invoice or payment coupon for January or February, 2015. I normally pay my bills on time, but I get the impression that Regency Property management does't care whether the funds are paid or not. I have lived at this location since 1978 as the ownder. The association was well run when it was done by the board of Directors but has continously gone downhill since a management unit was hired and every time a new one is hired it seems to just get worse.
Desired Settlement Just need to receive a statement of how my maintenance fee account stands in at least 15 days before the new month payment is due.
I am in receipt of your letter dated January 29, 2015;
In regards to the monthly statements:
The payment coupons were mailed out on January 27, 2015; from our office. This was stated in the letter we mailed out on 12/19/14. Please in the future contact my office directly at XXX-XXX-XXXX. My name is **** ***** and I am your property supervisor for your Homeowner Association (Shaw Creek). BBB is for consumers that need resolution of a dispute; however, needing a statement or a coupon booklet doesn't fall as a dispute. As a reminder, we meet monthly on the last Monday of each month at the clubhouse to go over Homeowner business.
I hope to see you at our next meeting in February.
The company aims to consistently deliver a professional service to our customers. I hope I have answered all your questions or concerns. If you have any other questions or comments, please feel free to contact me at (XXX) XXX-XXXX ext102.
Complaint I asked for my rent recipes. They haven't gave them to me for months.putting work orders in an management her name is ***** on 9/28/14 Bad managemen I talked to the owner his names **** .things are okay now but ***** his employer is harassing me an I already spoke with her Boss but she is so rood very unprofessional . My son got shocked by stove I have her on recording sayn"bla bla bla I don't care im not fixing nothing she putting notices on my dooreevery day I never had any problem before until she took over the apartments where I stay an now I have a 60day notice she is very unprofessional .the business is terrible . Im be honest I had to call city on them because im living in an unsanitary apt with my children . An the doing half maintenance work like the city said my things still are not being fixed . The management ***** is not professional some one needs to double check that business again they are very rood all the women yell at people. An do things on there time there other property owners that act professional.this company NO NEED LOOK INTO THAT MORE PLEASE THERE SUPPOSED TO TREAT THERE TENITS RIGHT WITH RESPECT .
Desired Settlement The settlement between I an the owners witch are **** an **** was that im able to stay here untill I move out on 11/2/14 but ***** the women that rent out there's units is not liking that to well an she tryn her best to get me an my 4 children out . I dont understand her problem but she's very unprofessional an there business should fix that . An be professional licensed management company like there supposed to
Business Response I am in receipt of your letter dated, October 10, 2014; with e Better Business Bureau.
In acknowledgment of the items you mention in your letter:
In regards to receipts, this is the first time hearing of this request; therefore, I have attached a tenant ledger to this response. In regards to the stove, this is the first time hearing anything regarding the stove; however, I have put a work order in regarding the stove. This service order was called out to Rubio's Appliances, as of today. This is the same company that check the Fridge and found the fridge was turned off. In regards to the City of Fresno, we have not had any communication with them as of now, on this property or this unit. Tenant was asked to vacate within 3 days due to guest(s) behavior in our office lobby. Unfortunately, we will not tolerate hostile, aggressive, and threatening behavior from any tenants guest. Tenants family came into managements office and a incident happened therefore, the tenant has been asked to vacate. We will not allow or tolerate this behavior. We understand the tenant feels this is all because of *****, however, that is incorrect. This is because people do not know how to handled themselves in a professional manner. The owner of the property is not **** ****** or **** ****** we manage for many investors and no one is harassing the tenant. The tenant has been served a 3 day notice to quit due to father in law video taping children on the property without parents consent, plus unauthorized guest living in apartment without managements approval. Tenants have until 10/13/14 to vacate from the premises. Originally, tenants were served a 60 day notice to vacate due to fathers behavior and actions that took place in managements office. However, since then they were served a 3 day to quit for the other specious items that took place on the property 10-10-14.
Consumer Response From my understanding I called plenty of times to get my rent receipts .still haven't received them Yes I did get my stove . That was a work order I put in a long time ago . Yes my children turned off my refrigerator. Thank you for that . As for city of fresno I don't understand how you haven't an I received my copy of letter witch was on October 8,2014 his name is john f outfleet you can contact him at XXXXXXXXXX case #14_XXXXXXXX an from my regards **** told me he was the owner or I would have never said that I did go in the office spoke to.adam an he said I payed my rent for October I do not have to leave . Its a 60 day notice to terminate my tenancy that was the agreement with **** an I . Betty I understand but there should have ben no reason for her harassing me I do apologize for my father in law but these are his grandchildren an to see them hot for a month an no cooler it hurted us . **** did say a threat I made a police report an the case # is 14bm6753 video taping children there in high school an it was one kid his father was in the background of the video he ovisly didn't mind it . Since then we stopped we just told on 10/10/14 on the property that the onsite management should pick up the broken beer bottles on the property because my son cut his foot beer bottles ben broke out there for months . But like I said the settlement between **** an I was that he hears nothing else an for me to leave the property with in the 60 days . An the settlement between adam an I was that I still can stay for October do to I still payed my rent for that unit in October an just to be out with in the 60 days . Its just about the women in the office to be professional people an even if others or tenants go in there acting some way they shouldn't act like them neither . Thats it thank you for your time . I will be out . Ofthat unit as soon as possible .
Final Business Response I am in response to the consumer's response on October 20, 2014. The City of Fresno is reinspecting the property on 10/28/14, and the following exterior items will be done and in compliance. Our office has been in contact with the City. Consumer has been contacted and was informed verbally and in writing tenancy will end the last day in October (XX-XX-XXXX). The agreement is no eviction will commenced if tenant vacates the premises before or on Friday, October 31, 2014. Tenant is still owning rents in the amount of $265.00. A customer ledger was mailed to the tenant on 10-13-14. However, I have mailed another copy on 10-20-14. Management, thanks the tenant for her cooperation with this matter and will patiently await for keys to be turned in. Thank you,
Complaint Yes I put a deposit down on a place and I had ten bussness days to change my mind and I did that left two e mails and a voice message to cancel this contract and they have just ignored me Product_Or_Service: deposit on 540 north fultun ave
Desired Settlement To get my $250.00 dollars deposit back in a timely matter
Business Response I am in receipt to your letter dated August 21, 2014, regarding Security deposit.
A Itemized Disposition of Security Deposit was sent out on August 27, 2014. A check was enclosed for the amount of $160.00 check number # 5131. I have attached for your review the Itemized Disposition of Security Deposit, a signed holding deposit agreement, and a email from Ms. ******* stating she is no longer interested in the property.
In response to Ms. *******'s claim she has 10 days to change her mind is incorrect. Please refer to the holding deposit agreement form. This form clearly states failure to enter into rental agreement and the consequences. There is no cooling off period once you sign the agreement, unfortunately. The unit was pulled off the market for Ms. ******* and therefore, there is lost rental damages.
Ms. ******* was charged for 5 days of prorated rent from her security deposit for the time the unit was off the market. I am requesting this case to be closed.
Please do not hesitate to contact me with any additional questions or concerns.
Thank you, **** *****
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) i never sigened a contract stating that iwill see them in court i never lived in that unit and i will not accept the the check he sent please advise **** not never call me again or i will get a restraing order against him **** has been harssening me at all hours of the day and night
Final Consumer Response Please tell **** ****** to stop calling and harassing me and my friends A restraining order will be obtained should this harassment continue
Complaint It has been 90 days since I turned in my keys and I have not received my deposit or itemized statement of charges for keeping deposit. I turned my keys in 11/19/2013 and was told my account would be settled in 21 days. After 25 days I called and was told my check had been sent on 12/10. When I asked about a statement of deductions I was told they didn't normally send those out so I requested a copy. Two more weeks passed *** so I called again this time I was told it was never sent because they didn't have my zip code. This was untrue my new address with zip code is clearly printed on my 30 day notice that they made me a copy of when I turned it in plus they have always had my phone number if there were any address issues. Once again I was told it would be mailed. It has been over 90 days I have still not received anything from them.
Desired Settlement They are in violation of California civil code 1950.0 section G. and I would like my full deposit back.
Business Response Hi Charlene Paez, Complaint Specialist
Re: case # XXXXXXXX
I am in receipt to your letter dated February 25, 2014, regarding **** ******* Security deposit.
A Itemized Disposition of Security Deposit was sent out on December 10, 2013. A check was enclosed for the amount of $310.00 check number # 9530. As of today, I am showing the check hasn't cleared our bank. The itemized disposition was mailed to the following address: 905 Inyo Street Fresno, CA 93706. I have attached for your review showing the date and the address we mailed the check and the forms too.
I will put a stop payment on this check today, and reissue a check to him. I would like him to pick it up here at our office, first thing in the morning. This will assure me he gets the check. Our address has changed we are now located at: 331 W. Shields Ave Fresno, CA 93705.
Please change our address within your business too.
I am requesting this case to be closed once he picks the check up.
Please do not hesitate to contact me with any additional questions or concerns.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Once again this company is refusing to send the requested material violating civil code 1950.5 and acting in bad faith. They knew in December I had not received the check or statement but did not resend either of them upon request. They knew in January I still had not received them and this time when I requested it they said they would stop payment and reissue the check then but did not. Now they are saying they have just reissued the check in March but won't mail it. I have asked multiple times for the statement to be mailed separate from the check but that was not done. So, yes I said I would consult a lawyer if the BBB could not resolve my issue but I have never said I wouldn't cash a check. Regardless of the check the statement was held back after multiple requests. The civil code 1950.5 states that the statement and remaining balance of deposit should be personally delivered or mailed 1st class to guarantee delivery. If they had done this when the check was allegedly mailed on December 10th they wouldn't have this problem. Someone clearly did not do there job correctly and they have been dishonest with me and the BBB trying to cover up there mistakes.
Final Business Response Re: Case # XXXXXXXX
I am in receipt to your letter dated April 14, 2014 regarding **** *******'s security deposit. This is the fourth letter concerning this case number and considering the fact that both parties already agreed to an adjustment in the security deposit resulting in an additional refund of $590.00, I will make this our last communication on this matter. Mr. ******* was contacted by our company on April 3, 2014 and spoke to our company President **** ****** regarding his dispute of charges against his security deposit. Mr. ****** agreed to refund Mr. ******* an additional $590.00, making a grand total of $900.00, in security deposit refunds. Mr. ******* verbally accepted this offer and requested that we send him a check for the additional amount. Check #XXXXX was issued and mailed to Mr. ******* on April 3, 2014. We believed this matter to be closed at that point. Mr. ******* has yet to cash this check and is now asking for additional funds. We feel we have been more than generous in his deposit refund and we will not be disbursing any more funds. We have dealt with this matter fairly and have acted in good faith. If Mr. ******* does not either cash the refund check #XXXXX by April 30, 2014 or return it to our office by April 30, 2014, we will cancel the check and revoke our offer. If Mr. ******* cashes refund check #XXXXX we will consider the tenant wholly satisfied and will consider this matter closed. Either way, we won't be responding, and quite frankly, wasting our valuable time trying to answer a litany of nonsensical accusations such as complaining about the cleaning vendor's invoice when the cleaning charges were waived for Mr. *******. We don't feel the need to waste more time on this matter.
Gina Means - BRE#XXXXXXXX Regency Property Management 331 W. Shields Ave Fresno, Ca XXXXX Office:(XXX) XXX-XXXX Fax: (XXX) XXX-XXXX Cell: (XXX) XXX-XXXX ****@regencyfresno.com www.regencyfresno.com
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I would like to point out that the attachment with the response from Regency on 3/3/2014 shows that the address on the envelope that was mailed to me has no zip code and this is probably the reason it was never received. And yet Regency claimed in their 3/11/2014 response that I refused to cash the check and then in their 3/19/2014 response claims I discarded the check. How could I discard a check that was never received due to Regency's inability to address an envelope properly. This is an example of Regency's bad business practices and dishonesty.
Now that I have received the statement, 100 days past the 21 day due date, I have been able to review it and understand now why they tried to withhold it.
First it contains only two receipts: -$140.00 for cleaning services. Civil code 1950.5 states that all receipts must contain name, address and phone number for business or entity contracted for work plus a reasonable description of work done, time spent and the reasonable hourly rate charged. The hand written receipt contains only a barely legible name and total amount charged. -$100.00 for full service cleanup and maintenance date of service 12/1/2014. The lawns were mowed 2 days before vacating so maintenance done 12 days after is not my responsibility. And there is no breakdown of charges on the receipt so I don't know what is being charged for maintenance and what is being charged for clean up.
Second the summary statement is supposed to include itemized estimate for materials, labor and supplies for work not completed within 21 days of vacating. The total estimate is for $850.00 but the only actual itemized repairs are: -Bathroom faucet parts $39.00 labor $40.00 -Toilet flush valve parts $15.00 labor $30.00 -Electrical outlets 2x $25.00 -Doorknob $35.00 Totaling $209.00 I dispute these charges, they all fall under normal wear and tear. Leaky faucets, running toilets and faulty electrical on a 74 year old house is not the tenants responsibility. As for the back doorknob it never worked right, although I doubt it was the original from 1940 it was still old and falls under normal wear and tear.
The rest of the items on the statement have no prices quoted for labor, material or supplies and do not comply with civil code 1950.5.
-Touch up paint. No dispute but no price quote. -Trash removal upstairs. I dispute this. The so called trash was a pile of curtain rods light covers, outlet covers and other accessories for hanging shelves and miscellaneous items that was removed for painting and never re-hung previous to my tenancy. Also any trash removal should have been included in the cleaning services allegedly done on 1/2/2014. So they are trying to double charge for one service. -Removed broken screen upstairs. I dispute this. The screens in the house are the original wood frame screens from 1940 and have dry rot and termite damage that was painted over. The upstairs one literally falling apart, 74 years of wear and tear. -Tighten towel rack (seriously) I dispute this is normal wear and tear. -Replace light switches. I dispute this. The tenant is not responsible old or faulty electrical due to normal wear and tear. -Replacing batteries in 2 smoke detectors and 1 CO2 alarm. I don't dispute this but no price was listed. -12 outlet covers. I dispute this the outlet covers were never put back on after the house was painted sometime prior to my tenancy and were in the so called pile of trash that was removed from upstairs. -2 Kitchen cabinet handles. I dispute this one handle was only hanging by one screw when I moved in and the other was missing. -Caulking sink. I dispute this it falls under normal wear and tear. -Caulking holes in floor. I dispute this I am not responsible for termite damage on 74 year old hardwood floors or the drill holes made from a cable or satellite company installation done for a previous owner or tenant. I had satellite installed in one room only and the installation was done using pre-existing holes.
The total estimate is $850.00 but there is only $209.00 in actual itemized prices this leaves a $641.00 discrepancy.
Regency is asserting bad faith claims against me and retained my deposit for damages and defective conditions that preexisted my tenancy and for ordinary wear and tear that occurred during my tenancy and the cumulative effects of ordinary wear and tear during multiple tenancies.
I am demanding a refund of $1090.00 in addition to the $310.00 already returned. -$641.00 That is not itemized or accounted for in the summary statement that is not in compliance with civil code 1950.5.. -$209.00 For items in the summary that fall under ordinary wear and tear. -$100.00 For yard maintenance that is not my responsibility. $140.00 For cleaning services with a receipt that also does not comply with civil code 1950.5.
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