ComplaintsforAdvance HOA Management, Inc.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  *** fees were mailed to the business bank as directed. The bank confirms the check was sent. The *** management company has assessed a late fee as well as interest.I never received notification of the "missing" payment. I provided proof of the check being sent and the *** management company has only stated "they have not received the payment." After several emails and offering solutions, they have stopped responding and have not removed the erroneous late fee.

  

  Business response

  03/14/2024

  ****

  As my staff noted, we are not responsible for the delivery of checks to our lockbox by USPS.  I would encourage you to set your account up on ACH to avoid any further issues with USPS.  I will have AR remove the late fees and interest from your account.

  Sky ********

  President

  Advance HOA Management

  Customer response

  03/14/2024

   
  Complaint: 21429921
  
  I am rejecting this response because:

  I have attempted to pay the $250 through the *** website. The amount listed on the *** site is incorrect and when I select the "pay now" option it still has a late fee and interest assessed.

  See attached images.

  Additionally, I would like confirmation in writing that the mailed check will NOT be deposited after paying online.
  

  I do not wish to use ACH due to convince fees.
  
  Sincerely,
  
  *********************

  Customer response

  03/14/2024

  This business has shown a pattern of being non responsive to request and inquiries from customers. Additionally, I have had several issues with them sending my personal information to an unauthorized recipient. The home ownership was amended and the *** was provided a copy of the quit claim deed and was asked to remove the previous co-owner from the mailing list. It took 2 years to resolve this and resulted in late fees and interest on *************** since notices were being sent to the incorrect address.

  The current situation is similar in that I have yet to receive any notification of a missing payment. I only discovered it by chance after logging into the businesses website. I asked the business about this and they have not provided an answer as to why I wasn't notified of a missing/late payment.
  

  Generally, the business is unresponsive to customers until a negative review is left on ****** or a BBB complaint is filed. They are failing at the most basic customer service requirements. I should not have to file a complaint with BBB or leave a negative review to get a response to an inquiry.

  In the response to my complaint, *** blames the **** and says "they are not responsible," implying that I am. I have used the same bill pay process for 8 years and for multiple bills and never had an issue. At a minimum, they should be responsible for alerting customers of missing payments. Especially if they are charging interest for late or missing payments.
  

  Customer response

  03/14/2024

  I would like to add and draw you attention to a response posted on the BBB site for this business. The response from the business calls the complaintant "mentally ill."

  As far as I know, the business or the ********** **** is not a mental health provider or qualified to diagnose a mental illness. This is wildly unprofessional and should NOT be able to be viewed.
  

  

  Business response

  03/25/2024

  ****

  please reach out to ****************************************** and the team will be glad to assist you with your ledger and will remove the late fees and interest as a one time courtesy.  Send me an email with your account number or address so i can relay the message.  *******************************.  

  Customer response

  03/25/2024

   
  Better Business Bureau:l

  There is no need to reach out since you cashed the check 9 days ago and the account shows the credit.

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It has been close to (not yet) a year since the hail storm that completely destroyed and shredded the screens on our windows. Not only to our unit, but to many others. We have been extremely patient and have not been communicated with as to when the screens will be replaced. Per the *** documents- window screens are included and, in our insurance, claim. One building seems to have been done, but we do not put it passed this Board and this *** company to discriminated against our building as they have factually done to my home and my wife. We have been singled out and discriminated again because of our faith, color and our political beliefs and have been denied several services. We want to make sure that we are safe and protected for when the winds and rain, snow come- our windows have NO protection. It should not take 8 months to get screens replaced. Especially when the "handyman" who is related to one of our Board members, who has now his own parking spot that has been used 2 times in 6 months for 26 min total, this is something they could be doing. Please provide my family and my building an upate on these damages and when they will be replaced. This has gone on long enough without protection to our homes.

  Customer response

  03/09/2024

  What is the conflict of interest policy of the community-since I have not been sent the rules and regulations documents that I have asked for over five times and still don't have our documents? Homeownership has not been told in a public forum or voted on by the homeowners that a board member's husband can be employed by us and we were not told a that he is the husband of a board member and be that we even had a handyman and what his roles and schedule are then he was given a parking spot why would he need a parking spot for the golf cart that has been there one maybe two times not even 20 minutes in the last year especially when he lives two buildings away.  I have pictures and videos of him going into his own garage grabbing tools and materials to and I use this term loosely fix things. Those tools and equipment are not insured by the community so if you were to get hurt on equipment that is his own personal;  this is a problem.  This particular position Was not Transparent And was not told to us That he was related to a board member And that We even had a handyman I have gone to 13 homes and spoke to these particular families in the community in person And started a list And out of the 13 homes that I personally visited with not Mention that we were notified And did not know that we even had a handyman and definitely did not know that he is a husband of a board member so I want to know what the policy is and if this is legal in the documents To do this and to not Notify the community And Be transparent about who he is what his schedule is what he is being paid and who he's related to.  Very shady and dishonest and I can't find in the meeting minutes where this was approved so if that is in there can you send it to me and show me where it was also approved that it was okay to hire a board members husband at our expense. And is this person allowed to use their own personal tools from their own personal garage?  Huge liability here dishonesty and transparency.  Could potentially be a conflict of interest issue in the bylaws and rules and regulations so I want to make sure that I have copies of all of that and see if this indeed was approved and doesn't go against our conflict of interest policies. 

   

  we also need to have a light bulb repair at Apache plume and Cottonwood at the Prairie ******* sign. One of them is currently burnt out and has for 2 months now. 

   

   

   

  Thank you 

  

  Business response

  03/11/2024

  this complaintant has a cease and desist letter from the *** attorney and is now using your platform to communicate with my company or register a complaint that has been addressed at several community meetings and several email notifications regarding the hail and wind claim.  this is not OK as a BBB member for any of our homeowners to use this avenue and particullarly one that has been so abusive towards my employees and the board of directors that he needed a cease and desist letter from an attorney.  if this is allowed it will make me question my membership....

  thank you for reviewing

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

  

  Business response

  03/18/2024

  ******

  The community and ***** of ********* have been negotiating with the insurance carriers adjuster for nearly one year now.  The adjuster was negotiating in bad faith regarding the damages to the property so the ***** od ********* decided to hire a PA to assist with the claim.  Numerous updates as well as Q and A have happened at the monthly board meetings since the start of the year.  In fact, the selected roofer, the PA, and representatives from the Project Management firm were at last months board meeting to update all that attended.  The final settlement is expected by the end of the Month and hopefully the work, too include window screens, can get started by the middle of the summer.  This is the process with large wind/ hail claims, and yes, this one has taken longer than normal per the above.  If you choose to replace the window screens at your unit, document before and after pictures and submit the receipt for insurance reimbursement.  Of note, the insurance reimbursement generally does not meet the pricing you will receive from a vendor and you can assume a financial loss due to the exactamate pricing used in the insurance claim world vs the private sector. The notice of special assessment to the owners is forthcoming once the claim is settled.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I submitted an emergency maintenance request for roof repair on 6/24/23 for exterior damage that caused a leak, resulting in interior damage. There was no confirmation of repair for 3 months, as the first time we saw something in writing regarding a repair was on was September 18th. In that writing, it was stated that silicone sealant was applied, but will ultimately need to be replaced. We have cited Rule 14.B of the ******************* ********* declaration, which states the following: 14. "Access to Units for Maintenance, Repair and Emergencies:"B: "Damage to the interior or any part of a unit, resulting from the maintenance, repair, emergency repair or replacement of any of the general common elements or as a result of emergency repairs within another unit shall be a common expense of all of the owners; provided, however, that if such damage is caused by negligent or tortious act of a unit owner, members of his family, his agent, employee, invitee, licensee or tenant, then such unit owner shall be responsible and liable for all of such damage. All damaged improvements shall be restored substantially to the same condition in which they existed prior to the damage." We have asked several times why the *** is stating this rule does not apply as they steadfast in their position that this interior damage will not be covered by the ***. Any interior repair we complete will require the exterior damage to addressed properly first. A summation of the issue is that a repair has taken months since an initial emergency repair request was made, which was negligent of the issue. *** has stated that they will only cover damage in the case of negligence, but refuse to acknlowdege this as a case of negligence. They have admitted to a delay from the contractor, which is the ***'s responsibility as they chose to hire that contractor for the repairs that fall within their responsibilities.

  

  Business response

  12/19/2023

  Elan

  This is the first that i have heard of this issue with your unit.  I will need to ask the ***** of ********* about your request for interior repairs being made as this is a board decision and not the management companies decision.  Once i recieve a reply i will follow up but strongly suggest you attend the next regularly scheduled board meeting to direct your concerns with them.

  Sky ********

  President ****

  Customer response

  12/20/2023

   
  Complaint: 21023404
  
  I am rejecting this response because:
  
  I submitted an initial emergency maintenance request for this issue back in June when it occurred. Since then, I have been in contact with *************************** (Community Manager) and *************************** (Community HOA President) regarding this issue. I attached a screenshot of my personal inbox to show the history of emails with the dates reflected on the right-hand side. In several of those emails, I have cited a rule from our community HOA declaration (attached), ******************* Declaration rule 14.B, which states the following: 

  14.  "Access to Units for Maintenance, Repair and Emergencies:"

  B: "Damage to the interior or any part of a unit, resulting from the maintenance, repair, emergency repair or replacement of any of the general common elements or as a result of emergency repairs within another unit shall be a common expense of all of the owners; provided, however, that if such damage is caused by negligent or tortious act of a unit owner, members of his family, his agent, employee, invitee, licensee or tenant, then such unit owner shall be responsible and liable for all of such damage. All damaged improvements shall be restored substantially to the same condition in which they existed prior to the damage." 
  

  **** has remained steadfast in her responses that interior repairs would only be covered due to negligence, which in this circumstance can be applied since the emergency request was made on 6/24/23, and confirmation of sealant being applied as a temporary solution was not received until 10/27/23, according to emails. *************************** also approached us for roofer recommendations when the contractor was engaged in delays, and this conversation occurred months after the initial emergency request was made.

  I also have not received an explanation as to why the rule above does not apply, since the exterior condition of the roof (maintenance/repair of a common element) directly resulted in the water damage to the interior ceiling. 

  I have not brought my personal issue to any board meetings, since I try to be respectful of the community's needs and this matter is very specific. 

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

  

  Business response

  01/08/2024

  Elan

  While i understand your frustrations with the interior damage to your unit, this truly is not the *** Management companies decision.  This is a ***** of ********* decision and solely upon them to enact on the Governing Documents and their interpretation of said documents.  Having a discussion with me on BBB will not resolve the issue and again I encourage you to attend a board meeting to discuss with them.

  Sky

  President ****

  Customer response

  01/10/2024

  Hello,

  the Current *** manager is regarded in my complaint. The current *** president is regarded in my complaint. The response I am receiving from the *** company is to take my concerns to the board, which consists of the manager and president in question. 
  

  At this point, what can be done to get a more satisfactory response from the business, short of legal action? 
  

  Thank you 

  Customer response

  01/10/2024

   
  Complaint: 21023404
  
  I am rejecting this response because:

  Hello Sky,

  My complaint was initially submitted because I was getting unsatisfactory responses from the *** manager and *** president. The president stated in an email to me, I am just a volunteer, and refused to assist.

  Your suggestion of taking this to the board, which consists of said *** manager, and said *** president, is not a satisfactory solution. Therefore, I disagree with your sentiment, BBB is an appropriate avenue in my opinion.

  I would not have gone through BBB if my issue was addressed and resolved with some sort of consideration, and if I was provided concrete information in relation to my inquiries.

  I would like to be compensated my insurance deductible for repairs at $1000, as rule 14.B in the ******************* *** declaration states that interior damage, directly caused by exterior damage due to maintenance/negligence, is the responsibility of the ***.   

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

  

  Business response

  01/13/2024

  ****- Again, this is not a request I can grant.  This is 100% an issue for you to discuss with the ***** of **************** We are a managing agent and work at the discretion of the *****.  I am not sure how many times I need to tell you this.  I have advised you on how and who to direct all futher comments and requests to regarding your claim and issue.  Please follow my advice and if you are not satisfied with the *****s request perhaps you will need to retain an attorney.

  Sky 

  Customer response

  01/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  

  Hello Sky,

  Thank you for your condescending and completely unprofessional response. This will be my last message, but your tone and demeanor are reflective of the reason I initially sought assistance through BBB. 
  

  Advance HOA management should really look inward at the culture and integrity the company would like to project and embody. My experience with your managing agency has been dreadful. This message may indicate an acceptance of your response, but I am just over the nonsensical responses I continue to receive. And yes, acquiring an attorney is a very real possibility. I was trying to resolve this without taking further legal action, but I am being give very little additional recourse. 

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

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please review the details of the evidence attached. Essentially I had a problem with my home, followed the process for resolution and was told it would be fixed time and time again. It never was. Now the company is refusing to take ownership or do anything and is requesting me to lobby my neighbors. I ultimately fixed the safety issue from my small children and paid for the materials out of my own pocket to fix. it.

  

  Business response

  09/22/2023

  *****

  My team has made me aware of the issues noted in your BBB filing.  While ****** originally tried to find a resolution between the prior landscape company suddenly shutting down and the new company coming on board the ball was obviously dropped.  Please understand we work at the discretion of the ***** of ********* for approval of enhancements and/ or replacements.  I will have ****** request the board reimburse you for materials.  I did not see receipts for materials attached to this filing so please send to ****** for submittal.

  Customer response

  09/23/2023

   
  Complaint: 20638800
  
  I am rejecting this response because: 

  there is an operational issue and what they are stating is a lie because ****** offered to resolve after the landscapers problem happened. Additionally, I am not going to petition my neighbors and myself to pay me back for a company problem. I want reimbursement for the hours of time spent acting as ******. The management company is being paid a fee to do a job. They didnt because ****** made promises and didnt keep them. 
  Sincerely,
  
  ***************************

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I finally have got some legal representation and have since filed a complaint with the **** and with the Civil ****************** For record, we are wanting to post a review and complaint here.We have had one vehicle breaking the parking rules of the community and have been parked 18 days over the allotted 14. This has been brought up to the attention of the Association owner, ****** services, who we are instructed to send these items to, as well as *************************** the supposed community Manager. This vehicle has been chalked on their tires by a neighborhood watch, volunteers put together and we have time stamped dated pictures. The vehicle has not been towed as Management is supposed to do, They never do their job especially when pertaining to parking violations. This vehicle needs to be addressed and towed or we will assume we in the building re being discriminated against. We have received NO reply, and 2 other homeowners have also reported the same vehicle.We have yellow holes in our yards in front of **** f and D. We were promised by ***** that it would be fixed this summer- we have emails from her, this never happened and other Boards yards look wonderful coincidentally, but our continues on 10+ neglect. Pattern much?We also have a light build out, to the left of Unit Fs garage. We suspect based off the history of this Board and unprofessional and disgusting behavior of the Management company that we will never get ours replaced. We do need it replaced and have gone through the channels to make sure we are not neglected fo our safety when outside. The governing docs state in our assessments exterior lighting is converered. We have a handyman who is not supposed to be working on site here and has no insurance and who is also related to a Board member- this has been recorded at the county level, for investigation, but this conflict of interest handyman could be changing the lightbulbs that are out. We need it replaced.

  

  Business response

  09/11/2023

  ******

  I have sent your request to **** regarding the lightbulb replacement as this should be an easy timely fix.  I am unaware of the parking rules or contract the *** has with a monitoring company but this is handled at the *****'s discretion, not the management company.  I am also unaware of any promises by the ***** to replace or repair the sod in your complex but assume the yellow spots are from pet urine.  Again, this item needs to be approved by the ***** of ********* and the decision implented by the manager.

  Sky 

• Initial Complaint

  05/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Employee failed to provide a description for items missing from a *** request as per step 2 of the process in our *** guidlines. Community manager consistantly fails to provide answers to questions and folllow procedures.

  

  Business response

  05/08/2023

  *****

  As noted in a follow up email to you via our email portal system, the drawing you provided did not note colors of materials, type of materials type of plants to be used.  Your community has a ARC Committee that communicates with you via the online portal.  The manager is only a conduit between owners and the committee. Please work through the proper channels for ARC requests as the BBB website is not an official site for the *** not to mention I responded to your email on Sunday afternoon.

  Sky ********

  President 

  Advance HOA Management

  Customer response

  05/08/2023

   
  Complaint: 20029542
  
  I am rejecting this response because:

  That was not the only thing I submitted.  You employee is in charge of passing on the information to *******.  She failed to provide the required information if not accepting it.

  Perhaps, you could actually deal with the issue instead of just submitting a quick denial of any issues on you end.  
  

  This is why I am filing complaints with the BBB.  No one there can seem to answer a simple question.  
  

  My concern/request remains unresolved.

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

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Advance HOA Management does not reply to customer inquiry at all. I have inquired this HOA for a service provided several times by email and phone. It has never replied inquires at all. This affected the lease I signed with tenant. I created a Resident Requests on 2/26/23. But to this day, the request is still open. I emailed to ****************************************** on 3/30/23. My property manager called ************** on my behalf several times but received no reply.

  

  Business response

  05/04/2023

  ***

  I apologize for the delay in getting you the answer necessary regarding the ******* being provided for your building.  We as the management company do not control the ******* contract so we needed to reach out to the Board for clarification.  Building 1 does not participate in the ******* contract as a part of the monthly assessment.

  Sky ********

  President

  Advance HOA Management

  Customer response

  05/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************

• Initial Complaint

  12/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Advance HOA Management, Inc. has not sufficiently removed snow of the sidewalks at the Lake Calet Condominiums after the snow fall on 12/22/2022 and 12/28/2022. I have attached pictures to show the level of violations. The first three are from 12/22, and the second three are from 12/28. The first three pictures were taken on 12/24/2022, and the second three pictures were taken on 12/30/2022. We have several elderly people in the community, and this is safety concern for them to be able to walk. This is also a violation for the *************************. This is from the ************** webpage "Timing: After snow has stopped falling, businesses need to begin clearing their sidewalks immediately. Residences need to clear their sidewalks by the next day.Inspectors leave a time-stamped notice at properties with un-shoveled sidewalks. After receiving a notice, businesses have four hours and residences have 24 hours before the inspectors re-check and a potential $150 fine."I need help with this company and am fear full of retaliation from this company because I am reporting them.

  

  Business response

  01/01/2023

  Advance *** is not a snow removal company.  The *** contracts with a snow removal service company to provide service.  This complaint should not be posted on our account.  If 

  Customer response

  01/15/2023

   
  Complaint: 18666977
  
  I am rejecting this response because: The *** is responsible for following up on contract work, including snow removal. The *** is supposed to inspect the property to insure work they hire a company to do is being done to meet safety standards for the residents. Our monthly *** fee is to pay for snow removal. This is not happening at this point. The lack of proper snow removal is a safety and accessibility issue. This is also a violation in the **************. 
  
  Sincerely,
  
  **************************

  

  Business response

  01/24/2023

  This snow event totaled *****" over a two day period with freezing temperatures and wind for 9 days following the event.  All schools and a majority of businesses in the Metro area were closed for one day if not two.  Per the **************, snow must be cleared of the sidewalks 24 hours after the last flake falls.  ************* met this standard but the packing from vehicle and foot traffic obviously left some snow pack behind.  These areas were addressed with ice slicer.  The forecast for this event was 1-2".  The provider invoiced for 8 hours of snow blower usage, two hours of a plow truck, and Fifty two hours of hand shovleing.  They made two separate trips to the property to try and keep up with the storm.  The invoice for this storm was almost $5000 above a normal 4" storm total. AHOA sent out two email blasts providing owners with updates on the timing of the crews and cold weather reminders.  Major winter events come with living in ********.Tell ** why here...

• Initial Complaint

  08/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  *** left emails and phone calls since 8/25/22 about a large broken tree limb hanging over my walkway and no one at Advance HOA returns my call or emails. A stiff wind or some snow can easily bring the broken tree limb down. This is a potentially life threatening maintenance and yet they still dont respond.

  

  Business response

  08/30/2022

  ****

  i have created a work order to have the tree limb removed.  I am not sure on timing as many providers schedules are booked out but I will push to have this removed this week.

  Sky ********

  President

  Advance HOA Management

• Initial Complaint

  02/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business manager is not following the Covenants of the **************** subdivision in ******* ********. On page **** no vehicle shall be stored more than 3 consecutive days. There is a truck parked in the driveway since June 2020. The renter has been working on the truck since the truck was towed there. The management company and the president of the board have done nothing to have the truck removed. All the neighbors are tired of looking at it.

  

  Business response

  07/20/2022

  ******
  
  May I suggest attending a board meeting to express your frustrations to the board about an illegally parked vehicle.  Your community has two monthly inspections per our management agreement and the item you noted in your complaint has been sent notices.  The notices are sent to the owner, not the tenant, as they are ultimately responsible for the home.  
  
  Sky ********, CMCA | President

*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. ↩