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:07/23/2025

  Type:Order 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.

  my community is being gaslight and extorted by a *****************************. ACCU *** are nothing but a bunch of legal grifters. our community pool which is an fee ***luded in our overall fees. ACCU done nothing, nor have they provided any transparency on what they have done to mitigate the issue, ergo they have been pilfering our funds to further line their pockets while we are being taken advantage of and aggrieved.

  

  Business Response

  Date: 07/25/2025

  We understand and acknowledge your frustration. However, it is important to clarify the facts regarding the concerns raised about the community pool and ACCUs role.
  

  ************* pool has been closed due to a structural failure of the retaining wall adjacent to the pool area. This failure presented significant safety risks, and as such, the closure was not only necessary but mandatory to protect residents. We communicated this matter to the Board and initiated steps to secure engineering evaluations and repair options during our contract term.
  
  ACCU, Inc. does not unilaterally control association funds. All financial matters, including the handling of amenity repairs, are subject to Board oversight and direction. Our role is administrative and operationalwe act on behalf of the Board under their guidance. All financial reports, vendor communications, and documentation related to the pool issue were provided to the Board for review and direction.

  ACCU is a third-party agent hired by the Board to execute their decisions and assist with daily operationsnot to act independently. We do not control fees or unilaterally make financial decisions. All major expenses, including those related to the pool, must be authorized by the *******************start="1276" data-end="1279"> ACCU has formally terminated its management agreement with the association. While we regret that the relationship ended under these circumstances, we stand by the professionalism and transparency we maintained throughout management. The Board has been provided with all final documentation and transition materials to ensure continuity

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair 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.

  ACCU allowed a multiunit cockroach infestation among several homeowners without immediate and consistent intervention. Follow up interventions have been both ineffective and inconsistent, creating an environment in that threatens the health of homeowners and tenants. They've also allowed an uninhabitable environment to be created that has exacerbated multiple health issues for me as a homeowner. They've also engaged in a consistent pattern of disrespecting clients, including a instance in which one of their staff members called me on an unmarked number on a Sunday afternoon and told me to "quit calling because I was making him look bad at his job," prompting a panic attack after I got off the phone. Additionally, they've allowed crime including but not limited to prostitution, drug trafficking and wielding weapons like guns without immediate intervention.

  

  Business Response

  Date: 05/20/2025

  ACCU, Inc. serves as a managing agent on behalf of the *********************. We do not hold ownership interest in the property, nor do we have unilateral authority. Our role is clearly defined in a management agreement that limits our responsibilities to common elements of the community, and within financial parameters set by the Board of Directors.
  The complainant references a cockroach infestation, which based on their own description appears to have originated and persisted within individual residential units. As such, this is a matter between homeowners or between an owner and their tenants. If and when a widespread issue impacts common areas and the Board directs ACCU to act, we are contractually allowed to spend up to $1,500 without Board approval. Beyond that, all decisions must come from the Board itself.
  The allegation that an ACCU staff member called from an unmarked number and made inappropriate statements is unsubstantiated. We have no record of such a call taking place from any company device or system. We expect our staff to act with professionalism, and we would investigate any verifiable incident thoroughly. However, in this case, there is no evidence to support the claim.
  The further allegations of criminal activityprostitution, drug trafficking, and weaponsare extremely serious, but they are well outside the authority of any community management company. These are policing matters, and any resident observing such behavior should contact local law enforcement. ACCU is not contracted to provide security services, nor do we have enforcement authority in criminal matters.
  Given the nature of this complaintcentered on private property, unverifiable claims, and issues far beyond the scope of our contractwe respectfully request that the Better Business Bureau find ACCU, Inc. harmless in this matter and dismiss the complaint in its entirety. We have acted within our scope, followed contract parameters, and have received no directive from the Board that would allow us to take the actions the complainant demands.
  We remain committed to serving the community professionally and in accordance with our legal and contractual obligations.
  We would like to invite the homeowner to attend the next scheduled Board meeting, or request a meeting with the Board of Directors to address the issue so we can collectively seek resolution and solutions to this issue.  

  Customer Answer

  Date: 05/28/2025

  Hi there,
  
  I would like to reopen the attached complaint. In addition, I would like to include the following:
  
  The complaint against staff member **** ****** is substantiated by the attached communication that shows proof of communication both in person and via email with multiple ACCU staff. ACCU was dishonest in their representation of their lack of knowledge about this behavior from a staff member.
  
  Additionally, during the April 2025 homeowners meeting, an ACCU staff member stated that there were limited paths forward in resolving safety issues in our complex. This is incorrect and demonstrates a pattern of misinformation and lack of industry expertise needed to provide quality service to homeowners. The claim submitter (myself) contacted a local city council member who outlined multiple paths forward to creating a safer community. Those are documented in the link below. These resources were provided to the ACCU staff member by the homeowner (myself) who requested that these resources be shared on her behalf as ACCU moved the homeowner meeting with limited notice. When the homeowner followed up asking if these resources had been shared, the staff member stated she did not receive them which is incorrect as they were sent via email (see attached). This further demonstrates a pattern of dishonesty and unprofessionalism.
  
  ************************************************************************************************

  

  Business Response

  Date: 06/09/2025

  To the Better Business Bureau and Ms. ******** *********:
  ACCU has now responded twice. This third submission is made only to stop the ever-shifting accusations that continue to drain ********************* and staff time.
  
  1 Telephone Complaint
  The telephone number you cite is an ACCU line.
  Our call-log shows a single 46-second return call on 3 Nov 2024 at 5:27 p.m..
  Your own e-mail thread merely repeats the allegation and attaches a screenshot of the same call-log you describednothing more .
  In other words, the documentation confirms the call occurred but refutes any misconduct.
  
  2 Cockroaches, Odor & Crime Inside Units
  Your grievance now jumps between cockroaches, marijuana odor, prostitution, drug trafficking, and guns. Plaza del Lagos governing documents put unit interiors under each owners control; ACCUs authority is limited to common elements and capped at $1,500 without a Board vote .  The issues you are having are not with management, we are not a policing agency.  
  3 Alleged Dishonesty About Safety Resources
  Your allegations are unsubstantiated.  Screenshots of returned phone calls do not meet the standard of care to provide any resemblance of proof **** acted outside of his management role, but instead show ACCU's continued commitment to help our residence even after hours and on weekends.  
  
  4 Pattern of Baseless Escalation
  Multiple internal e-mails show staff offering help, and asking for evidence .
  Each time, you reply with a new theory but no proof.
  The BBB already closed this file once after you failed to respond .
  
  5 ACCUs Position
  No violation of law, contract, or professional standards has been demonstrated.
  Attachments supplied do not substantiate harassment, negligence, or mismanagement.
  Further BBB re-filings on the same allegations will be treated as an abuse of process.
  Accordingly, ACCU requests that the BBB close this matter permanently as answeredunsupported and decline any future attempt to reopen it absent verifiable, new evidence.
  We remain ready to act on any directive from the duly elected Boardwithin the limits of the Management Agreement. We will not, however, continue to ****************** funds responding to meritless, repetitive complaints.
  Respectfully,
  ***** ******
  President, ACCU, Inc.
  ************ | ***************************************

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair 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.

  In July, 2023, the sink in my kitchen backed up with dirt and sand. This is a problem that occurs every two years. The various management companies for our complex have chosen not to follow the advice of several plumbers and clean out the main line so the problem continues to occur. The management company in July, 2023 billed the owner and me for the replacement of the garbage disposal, even though the damaged was caused because of the negligence on the part of the management companies when opting not to clean the main line. They refused to respond to either the owner or me when trying to resolve the issue, but added interest, fees and penalties to the account. That management company was fired before the issue was resolved. When the new management company started, the owner and myself tried repeatedly to get the issue resolved with them. They would send emails promising to get back to us "soon" or "by the end of the week" but never did. As the registered agent for the board, ACCU is responsible for investigating the issue and for reversing the charges made to the account.

  

  Business Response

  Date: 04/09/2025

  We cannot find this person as an owner in our system. Can you please ask her what her unit number is so we can investigate?

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23151497
  
  The address for this unit is ***********************************************. I am the tenant. The owner is ***** ********. I have a power of attorney to speak for ***** regarding this issue. This POA was provided to both ********************** addition, I pay for the maintenance on the unit and can provide a cancelled check from my account showing that I paid $600 for the plumbing bill. The owner paid all interest, fees and penalties.
  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 04/24/2025

  Hi ****,
  Unfortunately, your complaint is not with our company, it is for the board of directors in your association.
  While ACCU, Inc. currently serves as the managing agent for the Association, decisions regarding maintenance projects such as main line cleanouts are not made by the management company independently. These decisionsincluding whether or not to approve a plumber's recommendationmust be made and authorized by the Board of Directors. The management company's role is to present vendor recommendations, enforce contracts approved by the Board, and schedule the work once it is authorized.
  If cleanout work was not performed previously, it would have been due to the Board not approving the work at that timenot because management chose not to act. We recognize this distinction may not always be visible from the resident perspective, but it is an important part of how associations are governed.

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23151497
  
  I am rejecting this response because: I spoke with a lawyer for the City and County of Denver who said that as the registered agent for the board, it is the responsibility of ACCU to investigate this issue, even though they were not the management company who originally made the charges. Once the board hired a new company (ACCU) they transferred responsibility to ACCU for any unresolved issues. This lawyer went on to tell me that should I choose to file a lawsuit, ACCU, as the registered agent for the board, would be the defendant listed in the filing.
  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 05/02/2025

  ACCU is not the registered agent. The association lawfirm is. 

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23151497
  
  I am rejecting this response because: Whether ACCU is the registered agent or not, their most basic responsibility to the association is to handle resident/owner disputes. We pay ACCU for this service and the service is not being provided. On several occasions, *** (or other ACCU employees) have told the owner and myself that they would "get back to us soon" or "get back to us by the end of the week." We then hear nothing back from them. This has been going on for almost a year. ACCU needs to investigate the issue and resolve it. I sent all of the relevant information, including pictures, receipts, copies of emails, etc., to ACCU in June, 2024. If you need me to resend them, please let me know.
  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 05/15/2025

  ACCU, Inc. rejects this complaint in its entirety.
  First, the complainant inaccurately claims that ACCU is the registered agent for the Association. This is false. ACCU is the management agent, contracted by the ****************** of Directors, and does not serve in any legal or fiduciary role such as a registered agent. Misrepresenting our role does not impose additional duties or obligations upon ACCU.
  Second, the complainants core issue appears to stem from a plumbing incident that occurred under a previous management companya firm that was terminated prior to ACCUs involvement. We are not responsible for actions taken or billing decisions made under a different companys administration. ACCU did not assess or initiate the charges in question.
  Upon assuming management responsibilities, ACCU received communication from the complainant and the unit owner. As is standard protocol, we informed both parties that disputes over maintenance responsibility and billing must be evaluated and decided upon by the ****************** of Directors. ACCU cannot arbitrarily reverse charges or override prior actions without Board instruction. To do so would constitute a breach of fiduciary duty and a violation of our management agreement.
  The complainants suggestion that ACCU is responsible for resolving unit-level plumbing disputes or for ordering a main line cleaning independent of Board direction is incorrect. Community maintenance decisions, including those involving main line service, are made by the ******************* companies. ACCU does not own the infrastructure, nor do we dictate maintenance schedules or policies.
  Finally, regarding communication: We acknowledge that responses may not have met the complainants expectations in speed or frequency. However, our team did respond and clearly outlined the appropriate processBoard involvement. The complainant chose not to follow that guidance and is now misplacing blame on the administrative agent rather than the governing body responsible for decision-making.
  We will not be responding further to this complaint. Any additional concerns should be brought directly to the ****************** of Directors, which is the proper authority to evaluate and respond to owner-level disputes.
  This matter is closed.

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23151497
  
  I am rejecting this response because:

  First, is the responsibility of the management company to investigate and resolve issues in the community. If one company is terminated, all business carries forward to the new company.

  Second, this was not a unit-specific issue. It was a building issue.

  Third, I am not asking ACCU to approve plumbing fixes and main line fixes. I am asking that they investigate the charges, as they are paid to do by the **** and issue a refund.

  Fourth, to imply that ACCU responded to our emails with answers we did not like is false. The only responses we received from ACCU told us that the matter would be investigated and that we would hear back "by the end of the week" or "soon." ACCU (specifically, ***) acknowledged that the matter needed to be investigated, but did not follow through on his promise to do so.
  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 06/11/2025

  BBB, 
  
  We respectfully request that the complaint filed against ACCU be closed. The concerns raised by the homeowner pertain to longstanding property issues that require Board authorization and funding to resolve. We recommend that the homeowner attend an upcoming Board meeting to formally request that the Board investigate the matter and consider allocating the necessary resources.
  It appears the homeowner is attempting to hold ACCU, the current management company, accountable for decisions and conditions established under prior Boards and previous management. As we understand it, the BBBs standards do not support complaints that target a business for matters outside its scope of responsibility or authority. In this case, ACCU has neither the power nor the fiduciary position to act without Board approval.
  We appreciate your time and attention to this matter and look forward to your confirmation that this complaint does not meet the criteria for action under BBB policies.

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23151497
  
  I am rejecting this response because it is the responsibility of the current management company to investigate ALL current and past issues pertaining to the complex. If ACCU needs approval from the board, it is their responsibility to bring the issue to the board in order to gain approval. No matter how many times they say it's not their responsibility, it doesn't change the fact that it IS their responsibility. They are trying to obfuscate their responsibility in this matter but it is, none the less, THEIR responsibility.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair 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.

  I have been complaining about a violation that occurs almost every single day with a neighbor since August 2024. ******** the property manager said she can't do anything about it because them calling me a b**** is covered by the First Amendment. The *************** have been involved six times, I've contacted the owners of this rental unit over 40 times and the problem continues to exist. ******* got involved finally last week and sent them 4 violation letters. This problem continues every day but she sent me an email that she does not need any more videos of the harassment. That she has done her part, when are rules and regulations says she can fine them every 24 hours that it continues. I need for this harassing Behavior to stop and it will not unless the property management enforces their rules regulations and bylaws. Please help me so that I may be able to live in peace. Thank you in advance!

  

  Business Response

  Date: 02/26/2025

  Thank you for reaching out regarding your concerns. We understand that ongoing issues with neighbors can be frustrating, and we appreciate your patience as we clarify the scope of our role in this matter.
  As the property management company, our responsibility is to enforce the Associations governing documents as outlined in the HOA's rules and regulations. However, it is important to note that we do not have the authority to intervene in personal disputes between homeowners. Our enforcement is limited to violations of HOA rules, such as excessive noise, unauthorized modifications, or other infractions specified in the governing documents.

  
  In response to your concerns, our team has taken the following steps:
  1. Issued multiple violation notices to the offending unit in accordance with the **** enforcement procedures.
  2. Advised on the limitations of HOA enforcement regarding interpersonal disputes and behaviors not explicitly covered by HOA regulations.
  3. Clarified that legal enforcement of harassment claims falls under the jurisdiction of local law enforcement, which has been involved in this matter multiple times.

  While we understand your frustration, **** and management companies cannot act as law enforcement or intervene in disputes between individuals beyond the scope of the governing documents. Per HOA policies, fines may be assessed at appropriate intervals, but immediate resolution is not always possible, particularly in cases involving ongoing personal disputes. Additionally, while documentation of incidents is important, our team has gathered sufficient evidence to take action within our authority, and further video submissions are not required at this time.

  For further resolution, we encourage you to continue working with local law enforcement and seek legal counsel if necessary. If you believe HOA policies should be adjusted regarding dispute resolution, we recommend addressing your concerns with the Board of Directors, who oversee the **** governing procedures.

  We remain committed to upholding the **** policies while working within the legal parameters of our authority. Please let us know if you have any further questions. 

  Customer Answer

  Date: 03/02/2025

   
  Complaint: 22956915
  
  I am rejecting this response because: on page 7 and 8 of our rules and regulations, it says, that they will be fined on their second violation after 30 days for a non-safety violation. This violation has been going on since June of 2024 and they have been made aware of it since then. The people in violation have not had to pay a $ $200 fine after 30 days, nor have they had to pay for the third violation after another ********************* our rules and regulation guidelines. I have sent ******** an email asking her to respond, but she has not. I also asked her for her superior's name and extension and she will not respond. I have over 200 ring doorbell violations of the same noise violation being committed over and over and over again, to no avail, and have shared some of those with ********. She has asked me not to send any more videos. These people continued to violate because they're only sent some violation letters that states, it is not acceptable and they had one free violation in 30 days. If they would have been fined after 30 days they would have stopped. Instead, I had to put up with it all these months because they were not find the second time or the third time in the last Almost 9 months. I will continue to reach out to ******** and I also will reach out to the owner and some other higher *** but I would appreciate it if you continue to work on this. I don't live in an ************* and pay my dues for the documents not to be followed.
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 03/10/2025

  Could you please ask the homeowner to specify which rule or covenant they believe has been violated?

  
  It appears the homeowner is attempting to involve the management company in what seems to be a dispute between neighbors, and they have even filed a complaint with the BBB to compel our intervention. As the management company, it is essential that we enforce all rules uniformly and without discrimination across the association.

  
  At this time, the homeowner has not clearly identified any specific Association rule that has been violated. Should a substantiated violation be presented, we are prepared to enforce the rule in accordance with Colorado Statute and the Associations guidelines.
  From our review, it seems the complaint centers on a disagreement between neighbors, and some comments were exchanged. This suggests there might be a misunderstanding regarding the management companys responsibilities. If we determine that no rule violation has occurred and the issue is purely an owner-to-owner dispute, we will request that the BBB absolve ACCU of any wrongdoing and advise the homeowner to seek mediation.

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22956915
  
  I am rejecting this response because:

  ******** knows exactly what violations I'm talking about. We've had several correspondence but here it goes again! section 7, highlighted in green habitability, highlighted and green and yellow. (Attached). ******* also sent me an email that says this is unacceptable when I sent her the ring videos and that she would do anything to mitigate the problem. She also stated in a recorded Zoom video for the monthly HOA meeting in February 2025 that she had sent the homeowners of 306 , 4  violations in one day for the noise violations. There are several paragraphs in the sunpointe 1 rules and regulations, dated Jan. 18, 2011, dealing with noise, so of course, if somebody's complaining, it's going to be neighbor against neighbor.  Please have somebody take a look at the section the VII noise violation and activities and also section XI Habitability 11.1 through 11.3. 

  Also, at that meeting, ******** says we're going to change the rules so that this could no longer be a smoking environment in the condos, outside the condos, on the balcony Etc. because of the word noxious but when I quoted that word 9 months ago to complain about my neighbor's marijuana smoking, she said there's nothing she can do about it. Now that somebody else is complained, she's going to do something about it for all the condos. Since the property management company is not on site to identify the smell, it is going to be homeowner versus homeowner when people start complaining. Is she going to get involved then? Because she doesn't get involved from homeowner to homeowner complaints as she stated, so why even change the rules? This is getting ridiculous. I just want the rules regulations enforced or to do away with them. 

   

  I have all the emails between me and ******** from 9 months ago showing the Ring videos that I have sent every single time about the noise complaints that she chose not to get involved with 9 months ago and she actually sent them 4 violations in one day last month, for what I would have been complaining about  the whole time.

  Please ask her to see the four violation letters and if she denies ever sending them, check out the zoom February meeting because she stated verbally on there, in front of everybody, that they receive for violation letters in one day.
  II think this is just turning into a game for ******** because she did not have to live the nightmare that I had to live through for the last 9 months! If you need any other documentation, emails, Ring videos, please let me know. I have them all saved.
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 04/04/2025

  BBB,
  
  This is a dispute between owners. Without evidence that the noise level exceeds what would be considered normal for an occupant, or proof of intent to disturb, the Association does not have the authority to enforce compliance in this matter.
  

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 22956915
  
  I am rejecting this response because: this complaint is against a renter,and the owner. When it clearly states in the bylaws, rules and regulations about noise complaints, I would expect something to be done because they do document it when I send them a ring video as proof and now they don't even want a ring video for proof, I have the email where ******* says do not send Ring videos. Accu has gotten involved and now that they realize that this type of behavior from the renter will never stop, they want to wash their hands of it but I still have to live with it. I'm tired of being called a b****, listening to ***** scream, slamming doors, Etc. The fact that they do not respond to the BBB in a timely timely matter only proves the insanity that I have to put up with from this company. ******** told me that she sent 4  noise complaints in one day. Why would she have got involved then if they don't get involved in noise complaints? I would like consistency with this company. It seems like they only get involved when they want to and it's convenient for them. I have six complaints filed with the ************************** and they told me to reach out to the property management company to get this resolved. I know ******* thinks that yelling and screaming b**** is part of the First Amendment but it is also considered harassment when it's on an ongoing basis. I need somebody to take responsibility because the ************************** told me not to interact with the renters. All I'm asking for is to live in peace in the home I own. Is that too much to ask for? I have been dealing with this going on a year now and the renters are not going to stop unless they get fined over and over again. I know they don't respect Accu but I guarantee you they'll respect their pocketbook, when they're held accountable for their actions. I have over 200 Ring videos showing the craziness that I have to put up with from the renters and I have over 50 emails showing the craziness that I have to put up with from Accu. One of the emails ******* States this is unacceptable and I will do everything in my power to mitigate and since them violation letter and then she says she's not going to get involved. Insanity. I just need this to stop!
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 04/10/2025

  Dear Ms. ****************** you for your message. I understand how difficult and frustrating this ongoing situation must be for you, and I truly empathize with your desire to find peace in your home.

  That said, I want to clarify the **** role and responsibilities. The *** does not have the authority to mediate interpersonal disputes between residents or enforce penalties based on video submissions alone, particularly in cases where issues such as noise or harassment may be more appropriately addressed by law enforcement or the property owner directly. While the governing documents outline expectations for resident behavior, enforcement authority is limited when it comes to tenant conduct within a private residence.

  Regarding the Ring videos and prior correspondence, I understand there may have been confusion around what evidence could be submitted. However, the *** is not equipped to investigate or verify claims beyond what is observable by a third-party or verified through due process. As such, we must defer to the property owner and local authorities for matters involving ongoing disturbances, harassment, or any form of verbal abuse.
  If the behavior continues and you feel unsafe or harassed, we encourage you to continue working with the **************************, as they have the proper tools to investigate and take action. The *** cannot intervene in criminal or civil matters that fall outside the associations enforcement authority.

  We understand your concerns are serious, and we want to support you within the bounds of our responsibilities. Please let us know if you would like assistance in submitting a formal complaint to the property owner or if there is anything else within our purview we can do to help.

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 22956915
  
  I am rejecting this response because: ******** has sent me an email stating that she will do anything to mitigate the problem with my neighbor after I sent her three videos of what I have to continuously put up with. When she realized this Behavior would never quit after sending 4 violations in one day for this problem , she now says, that they don't get involved. The *************** department is short staffed, as is most police departments now. I would rather my text paying dollars go towards arresting criminals and I would like for my *** **** to go towards enforcing the cc&r's. The ************************** says, this is something that the property management company needs to handle, if we have bylaws and rules and regulations, which we do, and they state that they will send violations for noise complaints. The ************************** cannot believe that a reputable *************************** will not get this situation resolved after all six of the police reports that I have filed so far. I am tired of going back and forth with Accu over this matter. They just need to find the homeowner when it is reported, as stated in the rules and regulations. If the property management company does not get involved, this Behavior will continue and the ************************** have better things to do than to resolved things that are in the CC&R's. I have over 300 Ring videos of what I have to put up with every single day. I will not let this go until 206 homeowners have been fined at least $500 for the first violation and the second violation. If you need any emails to prove what I am saying is true, please let me know and I will forward them to you. We can keep going back and forth with Accu but they're going to say they won't get involved, I have emails that they did get involved and no longer wish to continue. Please let me know what the next step is because I'm not going to continue this back and forth when I have the bylaws rules and regulations and everything else stating that they will get involved. If this cannot be handled through the BBB, please let me know, so that I can contact the attorney generals consumers complaints division. I appreciate all your help.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair 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.

  I am filing this complaint against ACCU **** the management company due to numerous errors, mismanagement, and a lack of communication in addressing issues with my homeowner account.Summary of Issues: 1.Incorrect Fines and Fees Assessed:On December 15, 2024, the ********************** assessed a $150 fine to my account in error. This error has been acknowledged by the company but has not been resolved. Instead of removing the fine, they have relabeled it as a fee on my Second Violation Notice, despite the paper notice I received clearly stating a $5 fee.Additionally, I have been charged duplicate $5 processing fees on October 20, 2024, and two $5 processing fees on November 15, 2024, which appear to be clerical errors.$255 was charged even though the paper statement clearly states $250. 2.$30 ************************************************ charged a $30 stop payment fee related to a check issued by my title company. The title company informed the ********************** that a stop payment was being placed because the original check was not received. This charge is unrelated to any actions on my part and should not have been passed to my account. ****** Fee Incorrectly Applied: Due to the management companys lack of communication since December 18, 2024, I have been assessed a late fee for charges that are in dispute and should never have been applied.4.Failure to Respond or Resolve Issues:I first contacted the ********************** on December 18, 2024, to address these issues. Despite repeated follow-ups, they have not provided any resolution or meaningful communication. This lack of response has prolonged the situation.5. Confusion and ****************************************** companys handling of my account has been riddled with inconsistencies, including:Duplicate processing fees. Misapplied fines that do not align with the **** stated policies.Failure to provide clear documentation or explanations for charges.

  

  Business Response

  Date: 01/26/2025

  Thank you for bringing your concerns to our attention. We understand your frustration and want to ensure that the matter is fully clarified. Below is a summary of the violation process and corrections made to your account:
  Initial Violation Notification:
  A Courtesy Letter was sent on June 6, 2024, notifying you of the reported violation.
  A Warning Notice followed on July 11, 2024, as the issue remained unresolved. Granted there was communication, there was no improvement.
  Fine Assessments:
  On August 16, 2024, a First Fine Notice was issued, including a $100 fine and a $5 processing fee. Initially, this amount was not assessed properly, but it has since been corrected per the association attorneys guidance.
  On September 24, 2024, a Second Fine Notice was issued, assessing a $150 fine and a $5 processing fee. Similarly, this was corrected to reflect the accurate assessment.
  On November 15, 2024, a Third Fine Notice was issued, with a $250 fine. However, a processing fee was mistakenly included, resulting in a $255 charge. This error has since been corrected on your account.
  Erroneous Fee Removal:
  In December 2024, the system mistakenly generated a duplicate Second Fine Notice, which added another $150 fine to your account. This error has been rectified, and the incorrect charges have been removed, leaving the correct balance.
  Current Status:
  The violation has been placed on hold, and the manager has informed you of the steps required to cure the violation.
  In regard to the stop payment, we show that the amount of $30 for the stop payment fee was credited to your account in May of 2024.
  We show there has been consistent communication back and forth, the last message from the Community Manager to you on 12/19/2024. There was no return response.
  We trust that this explanation provides clarity regarding the actions taken and the corrections made to your account. Should you have any further questions or need additional assistance, please feel free to contact us directly.
  Thank you for your cooperation and understanding.
  

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair 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.

  Water 4 times in 2 years 1 inch deep, water damming on roof nothing has done but towels , accu owes me $$$$

  

  Business Response

  Date: 12/20/2024

  Dear BBB,
  In an effort to assist the homeowner and clarify the concerns raised by Mr. ******* we will provide our best response based on the information available.
  It appears that the issue involves an engineering concern at the property. However, it is unclear whether the issue stems from the roof, the deck/patio, or a civil matter.
  
  The Association holds responsibility for repairing certain issues related to water intrusion. ACCU, Inc. has been reporting water intrusion concerns to the Board since 2019, as noted in the February 21, 2019, meeting minutes.
  
  Per our management contract with the Association, ACCU, Inc. is limited to a $1,500 allowance for repairs without prior Board approval. Repairs to the common elements impacting this unit fall under the **************** and discretion.
  
  We remain committed to continuing our notification of these issues to the Board of Directors and supporting efforts to resolve them. However, we take the position that this complaint should not be directed at ACCU, Inc., as the concern appears to be with the Association.
  
  To achieve resolution, we encourage the homeowner to attend the next scheduled Board of Directors meeting to discuss the issues and potential solutions directly with the Board.
  ACCU, Inc. respectfully requests that the BBB find no fault with our company in this matter.

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair 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.

  Date: 10/29/2024 I have received a violation notice and fine of $205.00. When I purchased the home I was never told that I had to store the city trash carts inside the garage. I have kept them both (trash & recycle) outside all these years and now this has become a problem. I cannot store them inside the garage first of all because I have both of my cars there; second, is unhealthy since I store food in the garage, and third, there is no room. My daughter and I suffer from allergies and I am not going to expose her by having trash carts inside the house, and I am sure this HOA is NOT going to pay for our medical bills. I told them I could dress the trash carts or attach them to the outside wall and they said that would be another violation as well. They are not giving a reasonable solution, they just want the trash carts inside the garage. When I purchased my duplex I wasn't told I would have to pay two different HOA's, I was told of one HOA. I started paying my HOA ($60) from day 1 and soon after I was told that I owed a second HOA which I had to pay all at once a $600 bill. The second HOA ($85) which is not even necessary. I have been paying both **** since then when there was nothing but construction around my duplex, there were zero parks or green areas and when we had the first big snow day living in the community they were not doing the snow removal. I call one of the **** and the agent told me that that was supposed to be done by the other HOA. I called and nothing was done. I am a single Mom and I cannot afford paying that ridiculous fine. I do not understand why family's like my who cannot afford to own a real home with a back patio have to deal with two pricy **** when those next to us with a real home only have to pay ($50) HOA in the same community. Please help me out with this unfair violation fee. *I haven't paid the violation fee.

  

  Business Response

  Date: 12/20/2024

  December 20, 2024
  
  Official Response to Ms. ********** Complaint
  ACCU, Inc.
  ***********************************
  ****************
  Dear Better Business Bureau,
  Thank you for the opportunity to address Ms. ********** concerns regarding her homeowners association (HOA) and ACCU, Inc. We take all complaints seriously and strive to provide clear and helpful communication.
  Role of ACCU, Inc.:
  Firstly, it's important to clarify that ACCU, Inc. serves as the managing agent for the Association. Our role is to oversee and enforce the covenants set forth by the Association, not to create them. While the complaint may be more appropriately directed at the Association itself, we will address the issues raised in good faith.
  Disclosure of Covenants and Restrictions:
  Ms. ******** states:
  "When I purchased the home I was never told that I had to store the city trash carts inside the garage."
  During the property purchasing process, the ************* and real estate agent are responsible for providing all relevant documents, including the Declaration of Covenants, Conditions, and Restrictions (CC&Rs). Buyers are typically required to acknowledge that they have read and agree to these terms.
  Section 10.2 of the Declaration, filed with the city and county, specifies:
  "10.2 Restrictions on Trash and Materials.
  No refuse, garbage, trash, lumber, grass, shrubs or tree clippings, plant waste, metal, bulk materials, scrap, or debris of any kind shall be kept, stored, or allowed to accumulate on any Lot. ... All trash, recycling, and yard waste containers shall be kept within the garage of each Dwelling Unit except on collection days."
  These covenants are legally binding, and homeowners are expected to comply.
  Health Concerns and Accommodations:
  We understand that Ms. ******** has health concerns related to storing trash carts in her garage. However, she has not formally requested any accommodations for her allergies. We encourage her to submit a written request so we can work with the Association and legal counsel to explore reasonable accommodations.
  HOA Fees and Dual Associations:
  Ms. ******** also mentions:
  "When I purchased my duplex I wasn't told I would have to pay two different HOA's; I was told of one HOA."
  Disclosure of all HOA fees and the existence of both a ****************** and a *************** is the responsibility of the real estate agent and ************* during the closing process. ACCU, Inc. does not participate in property sales or closings. If there was a lapse in communication, we recommend addressing this with the parties involved in the sale.
  ******************* and Services:
  Decisions regarding amenities and services, such as parks, green areas, and snow removal, are made by the developer and the ******************* of Directorsnot the management company. Our role is to implement the Board's decisions and manage the day-to-day operations as per our agreement.
  Financial Hardship and Enforcement of Covenants:
  We empathize with residents facing financial hardships. However, we are obligated to enforce the Association's covenants uniformly to maintain the community's standards. Homeowners have the right to appeal fines or violations.
  Proposed Resolution:
  We invite Ms. ******** to request a hearing with the ******************* of Directors to discuss her concerns and dispute the violation fee. She can submit a formal request to *********************************** ********* has the authority to review her case and make any adjustments they deem appropriate.
  Conclusion:
  ACCU, Inc. operates under the direction of the ******************* and within the framework of established covenants. We respectfully request that the Better Business Bureau consider this response and recognize that we have acted appropriately in our capacity as the management company.
  Thank you for your attention to this matter.
  Sincerely,
  ***** W. ******
  CEO - ACCU, Inc.
  

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair 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.

  Date of email submission: September 22, 2024 Reason for Email: Evident water damage to my front bedroom ceiling ACCU, *** response: The *** manager flat out refused to take the responsibility for the repair - instead she said it was my responsibility Resolution Outcome: ACCU, *** to repair the damage I submitted an email to ********************************** regarding the subject matter: Evident Ceiling Damage. Their office provided me with a copy of two Service Order requests which was supposedly sent to ***********************************, on 9/24/24 and again on 9/30/24, advising me to be available in case **** **** Construction needed access to my property. I wrote another email to ACCU yesterday (10/8/24) because **** **** never called me. I was told by ACCU mgr, that I agreed to repair my own ceiling (which was a blatant dishonesty) and that they are NOT going to repair my ceiling. My attic has NO pipes at all therefore the leak was not any fault of mine. Our roofs have NEVER been repaired, maintenanced or replaced in the almost thirty years that I've lived at ********* II townhomes. (I am the original buyer/owner)I am kindly requesting that ACCU, *** *** office repair and absorb the cost for this repair, because they are responsible for all roof, exterior of building and deck repairs and replacements per our by-laws and covenants.I am a single retired 75 year old senior on a limited social security income and I have no extra monies to pay for repairs, especially when its NO FAULT OF MINE. The *** manager **** ***** raised our *** **** from $250/mth to a whopping $480/mth effective March 1st, 2024. I had to sell my car, paid of my auto loan balance, just to afford this huge *** monthly increase. She is currently pursuing a hail damage claim with the ************* in hopes to replace our roofs which would be no cost to the *** themselves, but a $500 deductible from each 46 town homeowners. It's only right and fair that ACCU, *** repair my ceiling. Thanks!

  

  Business Response

  Date: 10/27/2024

  Thank you for reaching out to ACCU, Inc. regarding the damage to your ceiling. We understand your concerns and appreciate the detailed information youve provided about the situation.
  Its important to clarify that ACCU, Inc. is the management company for ********************** and not the ********************** (***) itself. As the management company, we take direction from the Board of Directors of the *** and act in accordance with the governing documents, by-laws, and the board's instructions.
  Regarding your specific issue, our records indicate that two service order requests were submitted to ****************************** on your behalf, but we apologize for the lack of follow-up communication from the contractor. We understand how frustrating this situation must be and want to assure you that we are committed to facilitating the necessary repairs as directed by the board.
  Please let us know if you would like us to follow up again with the contractor, or if you would like to discuss this matter further with the Board of Directors to clarify the responsibilities and next steps.
  We truly appreciate your patience and understanding.

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22401120
  
  

  Thank you for your response to my complaint. I truly appreciate your time and concern regarding a resolution to this problem.

   

  The response from ACCU, *** comes across as sincere and genuine, but its far from being the truth and to what the outcome of my complaint truly is.

   

  **** ***** has a tendency to refer to documents, by-laws and covenants only when it benefits ACCU, the board members, and herself.

   

  My original complaint regarding the interior, ceiling water damage ONLY occurred as a result of the rotted roof of my home that had not been maintained, repaired or replaced in thirty(30) years of my residency in my home. How is it fair or right that myself or my individual homeowners insurance should be held liable and responsible for the **** lack of responsibility to fulfill their duty in keeping up with such a well needed maintenance??

   

  **** has continually refuses to take the responsibility to adhere to my numerous requests to repair my ceiling in my front bedroom. Again, if the roof hadnt leaked from lack of regular, proper upkeep and maintenance it would have never leaked causing my ceiling to get water damage.

   

  Kami has flat out refused to take responsibility to repair my ceiling.  Her favorite line is: we have no money. Although, effective March 1st, 2024, she increased our (all forty six 46 townhomes) *** **** from $250/month to a whopping $480/month. In the beginning I searched and searched, and on my own and found an agency who helped me with three (3) months of my increased *** ****, which I was so grateful for. However, since then I had to sell my car (which I took a loss in value, due to its depreciation) in order for me to barely afford this new HOA monthly dues increase. I must remind you, Im a single, retired female on a fixed social security income which had created a huge financial stress for me. Also, with a heart diagnosis, this huge financial strain has also cause major, medical stress for myself.  I understand shes currently pursuing a hail storm damage claim and already told us homeowners that we would have to come up with a huge $500.00 deductible for our roof replacement.

   

  **** ***** doesnt seem to realize that our HOA monthly dues are allocated for roof maintenance, repairs and replacement, etc when necessary to avoid interior ceiling damages. She also seems to forget that us homeowners in ********* Two townhome community keeps ACCU, *** staff paid, and in business. The way were being treated in this community is so wrong and unfair. 

   

  Yes, after writing several emails back and forth to ACCU support email address, she finally had the roofing contractor came out to repair a second leak on my roof, which is the one that resulted in my ceiling damage. But she still refuses to repair my interior ceiling. Isnt this ironic that shes continues to hold me responsible for my ceiling damage, which is NO FAULT OF MINE?

   

  Again my request is for ACCU, *** to repair my ceiling roof, water leak damage.

   

  Thank you ****** for your valuable time with this matter!

   

  Sincerely,

  Jameela Truelove 

  ************

   

   

  Customer Answer

  Date: 10/30/2024

  theres one other thing I wanted to share with you, that I believe pertains to my initial complaint. **** *****, manager called me on October 16th, 2024 at 1:41 pm regarding an unrelated issue. During that conversation I asked her again about repairing my ceiling and again she flat out said shes not repairing my ceiling and totally refused. But she felt the need to use reverse phycology on me, with a scare tactic to manipulate me, in hopes that I would drop this claim/complaint.  Per **** ****** comment, verbatim, and Im quoting  what she said, If I have to repair each homeowners ceiling from a roof leak water damage, I would have to raise the monthly *** **** again, end quote. Mind you, I have explained my financial situation to **** on quite a few occasions. She knows well Im not in a financial position to pay another HOA monthly dues increase. Especially having to concern myself with the possibility of coming up with $500 for my portion of the insurance deductible, for a pending hailstorm damage claim to replace our roofs. Over the years of communicating with **** *****, she has always demonstrated authoritative, manipulative, controlling and condescending behaveior towards me, simply because I stand up for what I believe is fair, just and right. After all I have a constitutional right to freedom of speech. This is wrong for a HOA manager to treat her clients, its very inconsiderate and uncaring behavior to possess. 

  

  Business Response

  Date: 12/10/2024

  Dear ******* ********,
  Thank you for your detailed submission regarding the water damage to your ceiling. We understand how frustrating this situation has been and appreciate your patience as we work toward addressing your concerns.
  It is important to clarify that ACCU, Inc. serves as the management company for Peachwood II Townhomes, acting under the direction of the Board of Directors and in accordance with the governing documents and by-laws of the **** While ACCU facilitates operations, final decisions regarding maintenance responsibilities and repairs are made by the Board.
  Regarding your specific issue, our records indicate the following:
  
  Responsibility for Repairs: According to the governing documents of Peachwood II Townhomes, the responsibility for repairs depends on the nature and cause of the damage. Based on the available information, the Board has determined that the ceiling repair does not fall under the HOA's responsibilities. This decision was made after reviewing the by-laws and covenants.

  Next Steps: We are committed to facilitating further discussions with the Board to ensure all parties have a clear understanding of responsibilities. If you believe there are additional factors that have not been considered, we encourage you to present them directly to the Board during the next meeting. ACCU can assist in arranging for your concerns to be addressed in this forum.

  We recognize your financial concerns and empathize with the challenges faced by long-term residents such as yourself. While ACCU does not control *** ****, we will communicate your concerns about financial strain to the Board.

  Please know that ACCU is committed to acting in good faith and facilitating clear communication between homeowners and the Board.

• Initial Complaint

  Date:10/04/2024

  Type:Billing 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.

  I checked my balance early-mid September for my monthly assessment fees and showed a $0 balance with a next assessment date of Oct 1st. When I logged in to pay may October assessment, I now had the normal monthly fee plus a late fee, *********** Fee and Interest. When I submitted a fee waiver request, I was informed that I never paid my September fees and that they added the assessment on the correct day (9/1/24). They provided documentation that stated the assessment was charged on the correct day, but I posit they had a system issue that did not add the assessment properly, and because the system is electronic, they could have back-dated the charge to show as 9/1/24. I have never been late in paying my monthly fee in the 10 years living in this community and they still refuse to credit the late charges. They have not been proactively sending community information, nor any kind of reminding notice that I would be charged a late fee if it was not paid prior to the date the late fees would be charged to the account. This is an extremely bad business practice they have minimal to no customer service willing to assist

  

  Business Response

  Date: 10/17/2024

  I spoke to **** today and reviewed his account. There was some confusion on the billing but I waived his late fees and interest. His account has a small balance that he has agreed to pay with his next assessment.

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22382714
  
  I am rejecting this response because: I had a conversation with someone from the *** that agreed to remove my late fee due to confusion somewhere, although I am not sure if they meant on theirs or my part. I agreed to pay the remaining balance ($84) for Oct (they state that balance was for Sept) minus the late fee they were going to credit, total $43.95 + the current month assessment of $84, for a total of $127.95. When I logged in to the portal on 10/18 to make the payment and the balance just showed the $43.95 (See attached photos with ***** in filename). I logged back into the portal today and now show a $0 balance (See attachments with ***** in filename) and proof that payment went through on the 10/18. This means that, based on their explanation, that they apply the assessment charge on the same day that they are stating the payment is due. I do not agree with that. We should be provided some notice to allow ample time to make payment. I would like them to contact me again to discuss way to improve their online portal to accommodate this request, not only for the residents in my development, but for all residents in developments represented by ACCU.
  

  Sincerely,
  
  **** ******

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair 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.

  ACCU has taken over our HOA for the past couple years at this point. They raised the fees for our community substantially since they have been in their position. They have also sent us a bill outside of our HOA fees of $800 right before Christmas last year because someone in their end messed up on the financial end. Now they are trying to change our trash service to where we have bins that need to be stored in our garages. Which are shared and there is a unit directly above the garages and another one that has a door into the garage. So essentially now half of the community will need to smell a weeks worth of trash from 4 units in their living space all because this company cant figure out how to manage money. According to their email they sent out. They changed from dumpsters (which weve always had dumpsters) to the bins that they want stored under someones living area (me being one of them) in the garages. To put that in perspective, they want a weeks worth of trash from 4 familys (4 units) stored underneath someones living area. Allowing that smell to go directly into their living space.

  

  Business Response

  Date: 09/23/2024

  It's important to clarify that ACCU is the managing agent for the **** but all final decisions, including financial ones, are made by the duly elected Board members. These Board members are homeowners themselves and are elected by other homeowners to act in the best interest of the community. ACCU does not make decisions for the **** Our role is to provide recommendations and follow the direction set by the Board of Directors.
  ACCU began managing the community in 2022, at a time when *** fees had not been raised since before COVID. According to the **** Declarations, the Board can only raise dues by up to twice the *** rate each July. When the *** faced financial difficulties, such as being unable to pay water bills and facing a threefold increase in insurance premiums, the Board consulted with legal counsel. Since they couldnt impose a Special Assessment and were limited in how much they could raise fees, the legal counsel advised a mid-year increase in 2023 to reflect the 17% *** increase as of July 2022. This resulted in the retroactive fee of $606.17 for 2023. The Board had already planned for an additional 6.4% increase for 2024, based on the *** rate from July 2023, to keep the *** financially stable and ensure that critical services like water and insurance could be maintained.
  Additionally, because the community consists of townhomes where owners own their lots, the Board decided to enforce the ***'s Supplemental Assessments policy, which was not being done in the past with their prior management or Board members. This policy allows for costs incurred for specific maintenance, repairs, or improvements that benefit only certain lots to be divided among the affected homeowners. For example, if a breaker box needs replacement in a building with four units, the cost can be split among those four units.
  Another issue that arose was the disproportionate use of domestic water. Some units had only one resident using minimal water, while others had multiple residents consuming significantly more, but all homeowners were paying equally for water. Since the units are not individually metered, the Board, after consulting legal counsel, decided to implement a resolution allowing water and sewer charges to be billed back to units based on the Supplemental Assessment policy. This change is now in effect.
  The Board, with ACCUs support, has been working on ways to cut costs and save money for the **** One major initiative was changing the trash service. Previously, the *** was paying over $10,000 monthly for 22 dumpsters, with six-day-a-week service, plus additional costs for overages, large items left by residents, and illegal dumping. By switching to individual 96-gallon totes with recycling for each unit, the *** will eliminate the need for dumpsters, reduce service to once a week, and save over $5,000 a month, which is funds that can be used elsewhere in the budget for other operating expenses. Homeowners will now be responsible for their own large item pickups. Those with garages will store their sealed trash containers in their garages, while others can use their back patios. These containers have lids, making it unlikely that odors will escapecertainly less than the smell from 22 overflowing dumpsters scattered throughout the community.
  See, ACCU is not mismanaging or messing up your funds or financials, we are trying to help the *** get you back to where they need to be and where they were before and in a better financial position and be able to fund their reserves.
  I encourage this homeowner to go onto the *** portal and review the *** financials and budget as they are posted every month. I also encourage this homeowner to attend the *** Board meetings, where all of this has been discussed at great length every month with the homeowners who do attend, specifically the financial situation of the ****