ComplaintsforHammersmith Management, Inc.

• Initial Complaint

  02/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  *** and ***********************, father and son. Sold a townhome in ****** ** where the *** is managed by hammersmith. Once we sold the home, they continue to ACH draft month dues out that are not owed. They refuse to communicate, refund, or fix the situation. They owe us over $700. They protray aggressive acts towards the community as well. In 2021, 2022, the hammersmith manager yelled at ******* a way to harass and menace a senior citizen as with theft of power utilities in *****'s name. We have contacted hammersmith by phone and email.

  

  Business response

  03/18/2024

  Good afternoon,

  We show that the owner, who has since sold their unit, did not turn off their ACH payments and while a payment was due to be drafted in February 2024; it appears that there was a stop payment issued on 2/15/2024.  It appears no other payments were made post sale and no additional ACH payments have been received since the sale date.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am angry. Beyond angry at this *** company. They are in transition of selling our *** to another company but still currently manage my neighborhood. They replaced our cluster mailboxes for the neighborhood without notification or without giving us a key or idea which new box is ours. I have called them for the last 2 weeks. Left multiple voicemails and emails. I finally got a hold of someone and they just told me they are not out *** company anymore. They gave me contact information for the new company. I contacted them. They said it is in transition so to contact Hammersmith again.I tried. They still won't answer the phones. I've left voicemails. I have given ample time for a response. I can't get my mail to pay my bills. I can't get a key from the post office since they don't own the mailboxes. The *** owns the mailboxes.I've reached my limit with this company and will file a report on the new company. I will continue calling, emailing and filling reports until someone gets me a key. I have also talked to an attorney and will pursue legal actions if this can't be resolved. Someone needs to contact me by tomorrow 12/20/23 or I'll hire the attorney. I've done everything in my power and I've been patient and it's gotten me no where.

  

  Business response

  12/20/2023

  Good morning,

  The mailboxes in question were replaced due vandalism and a break-in; an issue that required immediate attention.  Owners were notified that this was being done on December 12th and that their new keys could be obtained at our main office location via two eblasts and our system indicates that this owner received those e-blasts at their email address on file. 

  Customer response

  12/20/2023

   
  Complaint: 21030726
  
  I am rejecting this response because:

  I called you people back in July or August to inform you that my mother passed away at the end of June. She had the email attached to these "eblasts" in which I have no access to. You all never even called me back then to add my email as I am helping my father manage everything.

  There was no written notice and we never received one if there was. Otherwise I'd not be attempting this hard to get a hold of your company.

  I also called numerous times since the box was replaced. To just get an answer on how to get a key. Not one of you called back in your quoted time of "48" hours. I work in an office and we quote "48" hours to reply to our clients as well. We keep that promise especially with simple questions to answer. 

  Even more ridiculous is that you did not even attempt to contact me to resolve this until I went to the trouble to report you to the BBB. That again says something about your company.

  If any of us have late fees on bills sitting in the mailbox or that was returned to sender then should we send those to you to pay since I did everything I was supposed to in order to *********** my mail? 

  Let me also point out that I work 8 to 6 during the week and even took a lunch last week when no one called me back to see if your office just had the keys and guess what? No one was available at your location. 

  Its truly laughable the level of service you provide for the cost of the fees. I'd be ashamed if I owned this company and the people I hired to run it. Ashamed.

  All of that is why my complaint stands. Will you be in office Friday when I finally have a day off to come get the key and at what time to ensure someone is there this time.

  Thanks.

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

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2022 I received a bill from HAMMERSMITH for inspection fees. In fall 2022, I separated from the military and was unemployed and couldnt pay it. Once I gained employment in Jan 2023 I contacted HAMMERSMITH to pay my fees. They told me a referral had been made to the lawyers so I would need to contact them in order to make payment. They provided the lawyers information and when I contacted the lawyers office, the secretary stated they did not have anything on file for my account and to reach back out to HAMMERSMITH. When I called HAMMERSMITH back to let them know what the lawyer had stated, they told me they would have my neighborhood representative reach back out to me. Months went by and I heard nothing from my representative or the lawyer. I contacted HAMMERSMITH again in early summer 2023 and told them I had still yet to receive anything from the lawyer so I can make payment and that I hadnt heard from my representative. They said they would leave a note for her to return my call. She did not. I called back again and the same person who said they would leave a note stated my representative should have called me but informed me she had just left the company and she would leave a note for the new representative to call me. I still have not received a call. Now I have received a letter saying a lien will be placed on my residence if the fees go unpaid but I have made every attempt to pay it for almost a year now. The online portal wont let me place a payment because it has been referred to the lawyer and the lawyer they referred me to doesnt have a record and HAMMERSMITH wont provide me with any updated information for the lawyer or return my calls. This is unsatisfactory and the late fees continue to be charged.

  

  Business response

  12/20/2023

  Good morning,  the aforementioned account was sent to the Association's attorney in August of 2022 but in accordance with the Association's new collection policy was moved back to  Intent to File Lien status this November (2023).  The owner has been able to make a payment to their account since November 1, 2023 both online through their owner portal or by sending in a physical check to clear the balance.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 11/8/2023 the ******************** received an email from Hammersmith saying those of us who received fines recently had our fines posted to our accounts for payment. Fines for the community can range but we received a letter stating our fee was $50. When I went to check my account I see that I have a charge of $75. They had charged us an additional $25 for the certified mailing fee. No where in the *** rules does it state that we are responsible for that. Also, the fines to our accounts have due dates of 11/8/2023 which is the SAME DAY they posted them. I called to try and speak to someone today and every time I was sent straight to voicemail. Several homeowners in the community have complained of having very similar experience when trying to contact them too and still haven't heard back after almost 2 weeks. We all as a community received a rather rude email from the agency recently stating how we all need to be respectful to them but yet this is how they respect their homeowners who pay their salaries. It's absolutely ridiculous. I have no problem paying the $50 for my fine of not having my trash cans in my garage but the additional $25 is not my responsibility. It was their choice to send the fee that way instead via email like all other communication they use.

  

  Business response

  11/29/2023

  We certainly understand this owners frustration over the additional $25 certified letter charge, however in accordance with HB11-37 the Association is required to send violation and fine notices via certified mail to comply with the state statute.  As such, this fee is also allowed to be pass through to the owner in question which is why it appears on the owners account.

  Customer response

  12/01/2023

   
  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

  11/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The *** 1 week ago sent an E mail to me stating that homeowners will be responsible for the roof replacement from the May hail storm and the amount of $5297.52 for each unit there are 152 units in our complex This is absolutely shocking, for there was never any forewarning or letters or meetings to vote on this assessment and the day I received the email is the day the roofing company showed up without warning I did not receive any note on my door, some people dead I did not, so my car was under all their roofing materials being thrown off the roof who in the right mind has that kind of money to send to a homeowners association no later than December 1, 2023 Or a lien will be filed on your property. Something needs to be done about this because no one was informed of this cost. Regular homeowners insurance for condos does not include replacing buildings for the company and they will not take phone calls or emails. I want to know where all my dues have gone we pay $310 a month each for 12 months times 152. That's a lot of money to come up with us spending this kind of money upfront. My insurance said this isn't even sound legal to not be forewarned ahead of time. Please be aware of this company.

  

  Business response

  11/07/2023

  Good evening.  This charge is from a special assessment passed by your Board, not Hammersmith Management, for a roof replacement after the Spring/Summer 2023 storms which resulted in significant hail damage to the roofs of your Association.  Hammersmith Management has no independent authority to levy charges or assessments and works solely at the direction of the Board.  We encourage all owners to attend regular Board meetings or their Annual meetings to learn more about the Board approved and ratified budgets as well as any upcoming or needed projects.

• Initial Complaint

  10/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  HOA is controlled by this company Hammersmith ***************** is charging every unit late fees and certified mail fees for late HOA payments . These HOA payments are made on time and concurrent with due dates. Therefore this HOA company Hammersmith is taking the payments and not fulfilling the receipts of payment received !

  

  Business response

  11/09/2023

  Good afternoon,

  The owner, Mr. ***** has received a fee waiver from the Board resulting from two late payments in the beginning of 2023.  Since that time, Mr. **** has had additional late payments and/or a remaining balance which resulted in additional late fees.  Hammersmith serves as the managing agent for the Association and does not unilaterally have the ability to waive or remove fees without Board approval or impose fees that are inconsistent with the Association's Governing Documents; to date it appears no other Board approval has been provided for these additional fees. As such, Hammersmith does not have the ability to provide the resolution the complainant seeks as we do not have control over the responsibility; the complainant should address his request for refund to his Association's Board.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our home has major hail damage since the May 2023 storm. We are being harassed by an employee, *********************, regarding our home being taped to coverup the holes to protect it from further damage until the siding is replaced. We are already on the list. The holes are 4"+ in dmtr in many areas. This employee is telling us to fill out an *** Application; which is NOT in the Homeowners Covenants. It clearly states; you ONLY fill out this form if you are CHANGING the home. It has nothing to do with replacing damage areas of the home. CHANGING & REPLACING have TOTALLY different word meanings. I'm not going to go into the definitions of both words. The SR *** can do that. This employees lacks the knowledge of his job and the Homeowners Covenants along with the knowledge of NOT knowing the difference between the words CHANGE and REPLACE. If we were CHANGING anything on the home, we would have to fill out the *** Application, according to the OFFICIAL COVENANTS. Since this is REPLACING; we are NOT required by the *** Covenants to fill out any application or notify nor get their permission to repair the storm damage. He has been harassing us; knowing that their was a significant hail storm in our area and pretty much every home in our neighborhood has damage. I've spoken to many of the neighbors and NONE of them, including 1 that also has put tape on their holes; did not receive a violation. None of them, including an ex-board member, said it is NOT necessary to fill out an *** Application for replacement of the original damage unless we are CHANGING the look or adding to the home; which we are not. This employee needs either to be FIRED or have further training. Many of the homeowners I've spoken to about this are very disappointed that our *** fees are paying for employees that lack knowledge on their jobs. At this time; I have contacted an attorney for the harassment but I think it's more important that SR ********************** gets involved to deal with this incompetent employee.

  

  Business response

  10/05/2023

  The violation courtesy letter which includes reference to an ACC application, was issued at the request of the Board during a site visit.  When ************************ responded to the communication, the Association Manager, asked the owner to provide the documentation that a contractor has been engaged to make repairs. Whether the ARC guidelines differentiates replacement as like for like or a material change the issue is that the current state of the house does not meet design guidelines in its current state, which resulted in the violation and that the owner has provided the manager and Association no information that there is a plan in place to make repairs or a timeline for such repairs.  In reviewing the communication between the manager and ************************, it appears that the manager noted multiple times that they understood the frustration of receiving a violation, outlined that we work at the direction of the Board and in accordance with the Association's governing documents, and that while they would be happy to work with the owners no information on plans for making the necessary repairs or a timeline of those repairs has been provided for 5 months after which the owners proceeded to use inappropriate language in response and the manager notated that based on that they were closing the communication. 

  Customer response

  10/12/2023

   
  Complaint: 20694117
  
  I am rejecting this response because: We are needing to know what the association is going to do regarding protecting our home from further damage until the placement siding is completed? We passed up our ONLY opportunity to replace the siding until next year because of their harassment and lack of doing their due diligence in case we have to go to court. The contractors has many homes to do and we are NOT THE ONLY ONES THAT HAVE TAPE but seem to be the ONLY ONES BEING HARASSED. The siding DOESN'T HAVE ANY PROTECTOR BARRIER UNDER IT; which was discovered after the holes occurred from the hail.; which the *** should have noticed that.clearly, This *** doesn't have the knowledge and lacks experience regarding management of communities. Now, we are on our 5th contractor because it's very hard to find a legit one; we are now on the list for late Spring to early Summer all thanks to their harassment; which they are blaming us that they don't know how to do due diligence. We also want a DEFINED explanation why they DID NOT DO ANY DILIGUENCE on their part prior to sending a violation when this was all over the news in the area plus you can also find it on ****** in seconds. We also want to know along with our newest contractor ; what do they think caused this type of damage since it clearly noticeable this neighbor had storm damage. They also had several signs in many yards along with signs at the entry to the street. Homeowners are NOT REQUIRED to notify the *** on weather damage; per the covenants; Homeowners are required to protect their investment/homes from further damage after storms while awaiting repairs. They recently sent the violation, so since they were clearly aware the storm was 5 months ago as they claim, why did they recently send a violation? According to the contractor, this ***************** significant knowledge all around because they should have some sort of common sense that supplies are hard to come by with the supply chain issues that has been ongoing for over a year thanks to ***************, along with storms to this affect take time to get to all the homes needing repairs, so I guess they are lacking lots of  knowledge/sense because every contractor we spoke to said the same thing about this ***. We want a defined explanation on that too now along with knowing why they claim they knew about the storm but didn't have the COMMON COURTESY to figure out we had hail damage. Their lack of knowledge is in NOT knowing about the hail storm is unacceptable because it was all over the news. Being a management company over homes , they should have sense to keep up with this type of news in the area they manage along with doing due diligence which they neglected to do. I will be contacting the ***'s **************** mainly because of the lack of the due diligence.
  
  Sincerely,
  
  *******************************

  Customer response

  10/12/2023

  This HOA mentions that the home has been like this for 5 months that clearly shows their lack of knowledge bc it has RAINED pretty much every day since April and all Summer in our area; which they could've found out themselves. No home started their repairs until after Labor Day in our neighborhood. That's another reason we had to protect our home is because we got rain daily in this timeframe. This ***************** significant knowledge no knowing that contractors CANNOT do repairs while it's raining. Just so they know, since they tend to have the mindset you can do repairs while its raining; they probably not aware you can't do siding during Winter months in Colorado due to siding becoming brittle because Winter months are cold and the weather impacts the materials. You also can't do siding while it's snowing; no different than rain, according to the contractors; which we, the homeowners, clearly understand unlike the **** So, in this neighborhood. with every house with ROOF DAMAGE and pretty much all the siding homes the construction by the time it started is very brief since Winter is setting in. This HOA needs to learn how to do due diligence and understand that weather plays an important facture in construction; which every contractor said. So this HOA is saying we had 5 months to repair the home. that shows zero knowledge; why they should NOT be our HOA or this office is useless for this community and should be consolidated to another office that has the expertise that homeowners expect. We'll; definitely be pointing our all of these issues to their ***************** Thanks you for admitting you know nothing about weather impacting construction. We have all the proof from the weather delaying repairs to send to your corporate office along with our phone records that we actually contacted our insurance and contractors while the hail storm was still occurring. 

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern: There is Abuse of HOA Power and Harassment. I am being charged for an unwarranted fine and fees of $325.38 regarding a Privacy screen from over a year ago. After numerous calls and conversations and emails, which are documented with ******************* and ******* at Hammersmith, ***** told me to leave the privacy screen up and she will find out if I can cut it to a shorter length after a denial letter was sent 10/24/22. Hammersmith is non-communicative except for *****. I never heard anything back after my appeal on 10/29/22. They never answered my questions as to cutting it, etc. after ***** said I could leave it up. This went on from May for months with no communication. The residents all agree that Hammersmith lacks communication and they want you to be a mind reader. I decided to take it down and a few months later, 1/17/23, after never hearing anything back. I received the unwarranted violation and fine for the sunshade. I have to pay it within 30 days (Collections Letter 9/19/23)but I want it refunded. There was a Board Meeting 4/25/23 that I recorded and all seemed in agreement to waive my fine, but I believe ********************************* overturned the majority vote, which was in my favor, in retaliation that I called him an Idiot and that he is a Commie. have separate incidents that happened and Board Members, ********************************* and ********************* are responsible for Stalking and Harrassing me by **** shining his flashlight up into my room and balcony on the second floor, 3 different times in the middle of the night. I called ************************ and reported this. I will deal with this separately but all are related with Stalking, Abuse Of HOA Power and Harassment. They never deal with any issues that residents need help with, such as my Utility Door not closing that I've had a Work Order in for months. Lastly, They have a Lawsuit against them for Roofing and didn't open the Pool for the Summer because they said they can't afford it but yet said they had almost approximately $20 K for the Pool in the budget. Where did that money go since they didn't open the Pool? Is it misappropriation of Funds?

  

  Business response

  10/04/2023

  The fines that this owner is referring to are in accordance with the Associations Governing Documents and Collection and Enforcement Policy and the violations are based on the Association's Governing Documents, specifically the CC&R's.  While we can present the request to waive these fees to the Board, Hammersmith Management does not have the ability to do so without Board consent.  As a management firm, we work at the direction of the Board per our contract and have no independent authority to bring about the resolution that this owner is asking for.

  Customer response

  10/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I have always felt that this was an unwarranted fine per phone calls, emails, etc from Hammersmith employees, including *******************. She said to leave the privacy screen up and she would find out if I could cut it down to the railing size. I attended the 4/25/23 Board Meeting for request to waive my fine, and all were in favor of my request and gave their consent . To my surprise,  *********************************, the Community Manager in attendance at the Board Meeting, denied the fine waive request. He was the only one who was not in my favor.  Please see pics of the Board Members who were all in favor of my request. I taped it but not sure how to send audio to you. 

  Thank you,

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

   

  I am asking for a refund of $325.38.

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

• Initial Complaint

  07/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hammersmith Management has been dragging out a billing issue on my account since September 2022. This has resulted in continued late fees to continually hit my account, which I think they are intentionally doing to get more money. The initial cause of the late fee was finally discovered in January 2023, and I paid the missing amount ($195 dues that were not transferred over when the management companies changed) to correct the situation. However, the late fees from previous months remained and new ones continued to hit. ********************************* stated that NO ADDITIONAL FEES would hit my account until after I could speak to the board and present my case. I was scheduled to speak at the February 2023 board meeting, but I was notified hours before the start that the meeting would no longer be taking place. An additional late fee hit my account that month. I asked to be rescheduled on the March 2023 meeting but received no communication from ******* until the day before when they decided to schedule said meeting, and I could not attend (I was getting married). Yet another late fee hit my account, again, after it was stated that NO FEES would be added until AFTER I could speak with the board. Finally, for the April meeting, I sat through the entirety of the discussions (over two hours), and my time was scheduled for the very end. At that point, I was kicked out of the virtual meeting. I tried for over 15 minutes to call back into the virtual meeting and also the phone number listed, and was not granted access. Additional late fees continued to hit my account.What ********************** is doing is criminal. I have tried since October 2022 to get this situation corrected, and they have intentionally been dragging this out and denying my requests to speak to my case, even after it was stated that I would be allowed to do so. I have submitted two waiver fees, which have both been denied by the "board," but I have never been able to speak directly to said board, only *******.

  

  Business response

  07/28/2023

  The ***** of ********* is voted in by the membership and they are all in a volunteer position to oversee the entire community. Their job is far from easy, yet they work many tireless hours addressing all the communitys needs as they come in. We understand that the timing wasnt perfect or in the timeframe **************** expected, however, when the ***** rendered its decision,**************** was displeased. In response to her frustrations, I tried to provide a reasonable accommodation in the way of a payment plan that she provided, it was approved by the ***** and is in effect currently. We are confident that after reading the below information this BBB complaint will be closed.  No late letter was sent until after November 11, 2022, as stated in the transaction report attached. Every Owner at Chestnut is held to the same late fee requirements based on the documents, not on intentionally doing this to get more money.

  Hammersmith is a conduit for receiving payments on behalf of the Association and is held to send late letters to owners that are delinquent in their fees. We assumed the responsibilities of managing *************** in April of 2022, not as of January 2023. In a review of the Account information,  there was no balance carried over at the top of the document, and the only thing that was due on May 2022 was $195. The ***** meeting in February was abruptly canceled due to not having a quorum of directors to legally hold the meeting. During the April meeting **************** stated she attended, however, she did not acknowledge either by voice or in the Ring Central chat that she was in attendance. She is correct that she was excused from the meeting, just as the other non-board members due to the fact the ***** was entering the executive session.
  
  Though we appreciate her statement on contacting the board, she did send an email to the ***** on April 28, 2023, at 11:18 AM. The ***** President immediately sent an email to the Association's manager at 11:33 AM providing a response to her email. The ***** meets approximately on the last Tuesday of every month, this was received after the April meeting.  **************** sent an email the manager responded that the ***** would review her request again. After the meeting, the manager communicated to her the ***** has declined her request due to the inconsistencies in her reporting and she was making payments after the due date.
  
  After this she stated she could not make the one-time payment. The manager provided her an opportunity to create a payment plan that she could make as a reasonable accommodation to her because we knew this process would be long and arduous. She provided me with a payment plan to offer the *****, which was approved by the ***** and is in effect until 1/10/2024.  

• Initial Complaint

  03/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I recently closed on a condo in Lakewood which is managed by Hammersmith. From closing to general inquiries, I have had a truly negative experience with the company. Originally they delayed the *** documents and were the wrench in the works of my closing process. Since moving in I've had a few general questions for the Association - a broken light in the parking lot, how to get involved in the *** directly, who to contact about water shut off, and is there an emergency contact number. They have yet to contact me about the lighting issue or fix it and it's been over a month. I've sent two follow-up emails on that request. The community manager, ***********************, is who they directed me to for *** involvement (he works for Hammersmith) won't respond to any of my emails or give me meeting times or locations, though it's a stated rule that any owner is allowed to be present at meetings. I haven't gotten an adequate response about the water shut-off either, the community manager failed to respond to my emails regarding that as well. And I was told there is no emergency number even though they claim to have one on their website. The one number they provide rings, places you on hold, and then hangs up after about 30 minutes. The only real way to reach them is by email and seldom do you receive a response. I'm frustrated and don't know how to proceed. There communication is horrible. Attached is an example with my two follow up emails on the light.

  

  Business response

  05/03/2023

  Thank you so much for your response.  We apologize if you have had a negative experience thus far with Hammersmith Management.  In response to your specific issues, both the manager and the Regional Director for your Association have reached out to you via the contact information we have on file for you at this time however I will also address those issues here.  The closing documents that you are referring to were provided to the title company by the deadline that they set, so we have no additional control over the process after the point that title receives said documents.  Regarding the broken light in the parking lot, we show that our community care team responded to your inquiry on the same day that the initial question was sent in via your owner portal and that a follow up question was responded to April 29th, indicating that the lighting repair was ongoing.  It is important to note that the repair was part of a larger insurance project to install solar lighting in lieu of repairing the existing lighting and was completed last week (April 24-28).  In response to your inquiry about the emergency number, please note, that daytime emergencies are routed through our community care team and after-hours' emergencies are routed to the on-call manager; however the phone numbers remain the same for both *************).

*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. ↩