Complaint ****** Property Management has failed to cancel our auto draft for HOA fees and refund HOA fees taken after we sold our house. ****** Property Management manages ********** ******* subdivision in ****** **** ** where we had a rental property at **** ********** ***** We sold the property on 29th August 2014 and all HOA fees were fully up to date and settled at the time of closing.
On 9th September 2014, ****** Property Management still drew the $39 monthly HOA fees. I have emailed them numerous times and left lots of messages but received no response.
They need to cancel the auto draft for the monthly HOA fees and refund the $39 taken. If this is not resolved by early Oct, they will take another $39 or I will have to pay $33 for my bank to cancel the auto draft from our end.
Desired Settlement I am seeking confirmation that the auto draft has been cancelled and a refund of $39 taken. If this case is not concluded before early october, I will also be due another $39 for October or $33 I will have had to spend to cancel the auto draft myself, totalling either $78 or $72.
Thank you for your assistance!
Business Response Contact Name and Title: ***** ******, Managing Ag Contact Phone: XXX-XXX-XXXX Contact Email: *******@************** I have received this complaint and investigated. The auto draft has been turned off and the $39 will be refunded to ******** *********** within the next 10 days. I apologize for the problem. Please provide the correct mailing address for the refund check. Sincerely, ***** ******
Complaint Gasser Property Management manages the trash service for Lenox Creekside. The trash continues to pile up and overflows the compactor on a reg basis. For the last year and half the trash service continues to be insufficient for our community. I have sent numerous emails and pictures to Gasser and they only reply with excuses every time. Today the trash is piled high again outside the compactor because the compactor is full. There are black birds feeding on the trash and who knows what other animals will come. This is an ongoing issue that needs to be resolved. This is not sanitary and I am sure some kind of health code violation. I received a response from them this morning that said we do not work on Saturdays or Sundays and the weather is bad today so we can't do anything.
Desired Settlement I would like 12 months of my hoa fees to be refunded because this is supposed to cover trash service and the property management team is clearly not scheduling proper trash service for the community.
Business Response Contact Name and Title: ***** ******, Agent Contact Phone: XXX-XXX-XXXX Contact Email: *******@gasserhome.com I understand the complaint and frustration with the trash issue at Lenox Creekside. The trash collection method for this community has been setup with a compactor unit that was emptied once a week. The schedule is based on poundage monitoring system for Waste Management. The problem has not been that the compactor has been full, although a combination of the compactor electrical breaker tripping for different reasons and often we found no problem with the compactor and the pilings of trash started for unknown reasons. The compactor was replaced with 2 manual slide door containers and one recycle container. These are on a schedule to empty 5 days a week (including Saturday). This should be a better situation and improve the issue. The request for refund related to the trash collection cannot be granted. The association fees pay for much more than trash collection. The total amount of the association fees per month per homeowner is $100 of this $12 per month goes to trash collection. Sincerely, ***** ******
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The trash has been a continuous problem and it has not been corrected. I am not satisfied with this response. I would like my $144 dollars refunded.
Final Business Response The trash compactor has been removed and replaced with 3 manual 8 yard container. The containers are scheduled to be picked up 5 days a week which are Monday, Tuesday, Thursday, Friday and Saturday. The schedule and amount of container should be adequate for the residents that live in the Lenox Creekside community, we have requested one additional container (total of 4) to help with because we have found that people continue to set trash beside the dumpsters and items that should not be placed in the dumpsters or dumpster area. The Homeowners Association and or Management Company cannot control the actions of individuals, although we continue to try and identify individuals that are abusing the trash container area. Individuals that are identified are contacted and fined to help cover the additional cost for the efforts to keep the trash from being set on the ground. The trash containers should not be full unless the residents or non-residents are abusing the area. The Lenox Creekside Homeowners Association is 100 % funded by association fees. All cost associated with the trash pickup (regular scheduled pickup and extra services to clean up the area) are paid by the association. The homeowner is requesting a refund of $144 for 12 months of trash pickup. The management company does not have the authority to issue this refund. We will present this request for a refund to the Board of Directors of the Lenox Creekside HOA (Board Members are property owners as well) and it will be their decision concerning the refund. If a refund is to be considered for one owner, it will need to be considered for all owners (238). If the refund is granted it would be an expense totaling $34,272 which is not available in the operating funds. There would have to be a special assessment or increase in HOA fees to pay this.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in 45 counties in MiddleTennessee and Southern Kentucky. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
*Gasser Property Management, LLC is in this range.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
BBB began including complaint response text in BBB Business Reviews on July 1, 2013. BBB reports the complaint response text for all reportable complaints against a business that are received electronically.
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
Some Better Business Bureaus offer additional content and services in BBB Business Reviews. The additional content and services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release. Not all enhanced content and services are available at all Better Business Bureaus.
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
Customer Review Experience
5 points per review
3 points per review
1 point per review
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business. Details
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.