Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 1st, ****** at ****** Ranch transitioned to a new Management Company. Prior to this transition, I enrolled in the monthly autopay option for my *** payments. This was through the previous management company, Vintage. I received notice that my August payment went through and that my autopay with Vintage was cancelled. September 1st, I signed up through the new portal with The Management Trust Company and signed up for autopay to deduct my monthly *** fees. I only authorized the *** monthly fee and service fee to be withdrawn from my account totaling $311. On October 2nd, I received a receipt of $527 that was charged from my account. Since I did not authorize this amount, I notified my bank to put a freeze on any charges from Management Trust. I was informed the amount is the *** fee and previous late fees and interests, which now I have been told August payment was not made. Billing me an unauthorized amount is not acceptable and I would like this to be specified in our *** manual and CC R, that the *** will not bill an unauthorized amount without prior notification. I have always used the autopay because it is the most convenient form of payment, and I would like to have this option available to use. However, without specific documentation of protocol on what the management will do when they need to collect amounts outside of the authorized autopay amount, I do not feel comfortable providing my bank information or authorizing payment. I have been up to date on my payments and this is causing a big inconvenience and concern as an owner. I do not believe this is an ethical practice. Further legal action will be taken if necessary to obtain this level of security to make payments.

  Business Response

  Date: 10/12/2023

  I have reviewed your complaint, and looked into it with our accounting team.  No money was withdrawn from your bank account via ACH.  Your account history showed that you entered into the owner portal and made a payment via Click Pay in the amount $572.25. A few days later, you made a stop payment on the $572.25.  Click Pay is a third party vendor that processes payments for a small fee.  This is disclosed whenever anyone is making a payment using Click Pay. As you are aware, we do offer our clients ACH.  ACH allows you to input the amount that you want to be deducted from your account every month.  This amount should match the current assessment rate of your HOA.  I recommend that you bring your account current before signing up for ACH in order to avoid any future confusion regarding your payments.  

  Your request for the fee waivers will be presented to the ***** of ********* for consideration at the next meeting on November 1, 2023.  Regarding your request that the ***** amend the management contract to not allow Management to withdraw unauthorized funds from your bank account, that will not be a matter for the ***** to consider.  The reason for this is that it is against the law for us to do so; our company abides by the law and will always do so.  You mistakenly used Click Pay (third party vendor) instead of signing up for ACH.  Should you wish to have assistance in signing up for ACH, we are happy to help you with this. It would be our pleasure to do so.

   

  Customer Answer

  Date: 10/13/2023

   I am rejecting this response because:

  The information in the response from the management company is not accurate as I did not authorize the $527 to be withdrawn from my account. The only amount authorized was $311 which is the monthly HOA fee and processing fee. I'm requesting to see the records mentioned in the response indicating that I logged in and authorized that specific amount to compare documents I have received from the Management Trust company. As I have mentioned from the beginning of October when this issue took place, I will resume payments once all of this matter is resolved. For several years, I have been signed up with autopay and want to be able to use this feature again.  I will bring this matter up to the board at the meeting and other platforms as this response is not acceptable.  
  

  
  

• Initial Complaint

  Date:06/30/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This HOA is simply inadequate. The individual (*******************) over homeowners complaints creates significant delays in ensuring works gets completed, which causes additional damage to the property. Then takes no responsibility for the delay. Multiple inquires have to be made in order to receive a response. Once an issue is escalated to her supervisor (*************************) she will also ask for ***** to look into an issue, but take weeks to respond as well. Constant phone calls and emails with unprofessionalism. The issue was some how brought to the board, but not all board members. After multiple emails ***** returns a call and raises her voice, talks over the homeowner, and tells what she refuses to do. She then touts about how great and experienced her worker is instead of being solution focused. The customer service is nonexistent. There is no accountability for their significant delay and they leave all the responsibility on the homeowner.

  Business Response

  Date: 07/12/2023

  Hello,

  I can certainly understand the frustration that this individual has experienced.  In order to gather information, the team has provided me with emails and photographs.  In one of the emails, the owner was requested to bring her concerns to address them with the ***** of ********* directly.  The next meeting will be held on Thursday, July 20, 2023, at 6:30pm at the Assocation's clubhouse.  Unfortunately, Management does not have the authority to ***** a refund/reimbursement of the $1,000 insurance deductible without the approval of the ***** of *********.  This is why it is important to attend the meeting.  If the owner is unable to attend the meeting, I have asked that the matter still be placed on the agenda for discussion by the ***** of *********.  The owner is also welcome to provide the manager with a letter that will be submitted unedited to the ***** for consideration in her absence. The ***** will provide a written response within 15 days of the July 20th board meeting.  I want to apologize for the frustrations experienced during the communications with the Management team; we are taking your feedback seriously.  It is our goal to improve your future experiences with us.  As for this matter, the ***** of ********* solely has the authority to ***** the reimbursement request.

  Respectfully,

  ***********************************, Division Executive Vice President