ComplaintsforHammersmith Management, Inc.

• Initial Complaint

  12/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/23/21 maintenance was in my apartment and stood on my dryer and damaged it. The Manager replaced it with another dryer BUT put it in his name, not mine. I own my condo, I own my dryer. Right away I noticed the dryer was defective and tried to call ** and could not get through with my phone number or name. I tried for days/hours before I had to go to work and never got a live person. I finally figured out it was not in my name so now its under a manufactures warranty. This means ** must deem it defective in order to replace it. I have had ** out to my home twice and ********** out to my home twice. ********** says its defective, ** keeps saying its an install issue because they dont want to replace it. There is nothing wrong with the install. Since the beginning of November I have spoke to over 30 people, either with ** or ********** to try to resolve. ********** says the dryer will NEVER be in my name, once an order is placed, that is the name it stays in for life. I work for a Property Management Company and if we damage a residents appliance, we cut them a check for the replacement cost and the resident would purchase the new appliance. NEVER should it be put in Managements name. I have a couple emails to the Associations legal team saying, they will tell you its been put in my name, but it isnt. So I have a defective dryer that needs replaced and the dryer is not really my dryer as it is not in my name. I have requested multiple times for the Association to issue me a check for a replacement and take their dryer. I am not getting any responses. Management made a mistake and needs to fix their mistake. Even if the dryer wasnt defective, proper protocol is to issue a replacement check to the owner. This is what needs to be done and sooner than later, before the dryer stops working. I will not have a defective dryer in Managements name in my home. I want a working dryer, in my name, in my home. Thank you.

  

  Business response

  12/29/2021

  Dear ****************,

  Thank you for writing. It is unfortunate that you, as a Board Member for your Community, chose to file a BBB Complaint about an issue that has been resolved. The dryer was transferred to your name, as confirmed by *************** and communicated to you. Your Community is also sending you a check for a new dryer, and this was also communicated to you. Have a great day!

  The Hammersmith Team

  Customer response

  12/29/2021

   
  Complaint: 16393470
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ever since this one tenant moved in, parking has been bad. This person and their friends (other tenants) decided they don't care about the assigned parking and do whatever they want. It doesn't seem to matter how many violations get sent or how many times someone reports them to the parking security people, they still continue to park wherever and however. Also the last few months safety has been an issue with very shady things happening among these same tenants yet all I was told was I can install a peephole weeks after I bring up the safety issues to my contact. I had asked if I could install a peephole CAMERA. Already have a peephole, so that does nothing for me. No response to any of my other concerns about the lack of safety. I feel ever since the new manager took over in July, no one cares about us anymore. We pay all this money every month and for what? It took months for them to clean up the leaves, no one patrols the complex like they used to hence more parking issues, and putting a sticker on a window doesn't actually stop anything. I have fallen on ice before because they refuse to clean up snow that's less than 4 inches and instead let everything ice over when we pay HOA for snow and ice removal. I have seen neighbors harassing each other. I have had to deal with very rude neighbors who insist on not following rules and instead compromise everyone's safety. And yet with all my reports HOA has yet to actually do anything in my eyes. It is very disheartening and I do not feel safe living here because of it all. Some of my neighbors have said they won't report anything out of fear of retaliation because we've seen windows get smashed and tires slashed, among other things. All the reports in the world won't do anything to help our situations and I feel bad for the parents of small children! It is NOT a safe or nice place to live any longer due to lack of action beyond sending emails and pieces of paper from Hammersmith.

  Customer response

  12/20/2021

  I would like for Hammersmith to address the issues and actually do something to make life in this complex better  instead of sweeping things under the rug. 

  

  Business response

  12/21/2021

  Dear *******,
  Thank you for writing. We received your three reported violations, and have taken the appropriate steps per your Communitys governing documents. It can take time for violations to be resolved, as the violator has to comply. Doors are Owner responsibility, so if the Owner approves you installing a camera on the door,then you may do so. The Community has a threshold for snow removal, and the snow removal vendor adheres to the predetermined threshold. It is 2 for shoveling and 4 for plowing.  This is in line with the Communitys budget.There are also ice melt buckets available for use. Regarding your safety concerns, please report harassment and any criminal activity to the police. As your managing agent, we take direction from your ***** of ********* for your Community. We encourage you to attend a ***** meeting.
  Thank you,
  The Hammersmith Team

• Initial Complaint

  10/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have had the most horrible experience with Hammersmith Management. They do not take safety within the community seriously. After leaving messages for an entire week, I kept being told that the Manager Jennifer K****** would contact me back; however, each day she did not. Finally I was in touch with the Director Andrew who after a 1.5 weeks connected me to Jennifer. At first, she apologized for not calling back and she set up a meeting for the next day in which she then no showed. I had reached out to Andrew who continued to tell me that Jennifer would be in touch, which never happened. Andrew then worked with me on the safety issues. I informed him that I no longer wanted a call from Jennifer. However, after working with Andrew he still had Jennifer contact me. She was unprofessional, attacking, and belittling to the point where I had to disconnect. Jennifer then called me back and continued to leave a condescending recording on my voicemail, which I do have saved.

  

  Business response

  10/20/2021

  Dear *****,
  Thank you for writing. We do take safety seriously, however we are not the police department. We encourage you to contact the police if there is/was a crime. Your Manager was out of the office for a medical condition, so her Director stepped in. We are sorry that you are unsatisfied with the information provided. We do conduct training and appreciate the feedback. We encourage you to attend your Board of Directors meeting for your Community. Neighborhood Watch and the Community’s Governing Documents were discussed at a recent meeting, along with several other related items.
  Thank you,
  The Hammersmith Team

  Customer response

  10/28/2021

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

  I went through my HOA documents, and I do not see a contact.  I found the President’s name, ******* ********, but I am not sure if this is the most up-to-date information.  Again, could you please provide a Board of Director’s point person and contact information to assist with the review and revision of the community’s safety documents?   
  
  

  

  Business response

  11/02/2021

  Hello again *****,

  Please email us at [email protected] if you would like the Board's email addresses. However, we would like you to consider the following:

  1. If there is something you would like communicated to the Board, we recommend sending it to our office in writing for proper documentation and to go through the proper channels. You may email [email protected].

  2. You are able to speak to the Board Members directly by attending a Board Meeting.

  3. An individual Board Member cannot make decisions on behalf of the Board. For this reason, it is best to send your request to our office in writing, so we can have it properly reviewed by all Board Members. 

  4. Board Members are volunteers. They have jobs, families, and other personal obligations. They should not be contacted personally for Association related business. You may email [email protected], and we will distribute your message to your Board.

  We cannot post contact information for Board Members on sites such as the BBB.

  Thank you,

  The Hammersmith Team

  Customer response

  11/02/2021

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

  From the initial point of contact with Hammersmith it has been explicitly explained numerous times that when addressing a safety concern within the neighborhood that this should be kept anonymous. However, Hammersmith continues to ignore this and use my name repeatedly in addition to continuing to ask this resident to bring up the safety concerns is continuing to try to victimize and put the person in danger.  To have a resident’s name on file through the portal to take to a board meeting to exploit the resident is again putting a resident at risk.  Additionally, this resident has made it clear that the contact with Hammersmith both at the meetings and outside of the meetings has felt disrespectful to the residents and therefor this resident will not be attending the meetings. 

  
  The safety documents should have been reviewed and revised a VERY long time ago and somewhere within the 24 years, but they were not, which is negligence by the Board.  A resident should not have to ask over and over again, month after month for the documents to be updated. This should simply be completed by Hammersmith' since this is their responsibility.  Will the board be reviewing and revising the documents without further exploiting this resident? If not, just say that so further action can be taken instead of going back and forth on the BBB site.
  
   

• Initial Complaint

  09/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  consistent lack of communication and following processes by Hammersmith.Issues remain unsolved and ignored. Issues are not addressed nor are they addressed consistently meaning that the policies are applied equally to all residents.Unable to get higher level communications with Hammersmith and issues amongst their staff and inconsistencies. Have had communications issues since 2013 have lived here since 2009

  

  Business response

  09/24/2021

  Hello *******,
  
  Thank you for taking the time to speak with the ******************************* Manager on the phone yesterday. He emailed you a brief recap of what was discussed, including: 
  
  All American has a work order in hand to mow the overgrown native grass in the upper tiers of the retaining walls around your home. We will work with All American to ensure that this area is incorporated with the rest of the mowing along Diamond Rock and Northgate going forward.
  
  The dead tree violation will be placed on hold until 05/31/2022 to allow for reevaluation of the condition of the tree next spring.Based off the conversation, the weed violation will be marked resolved and fines will be waived.
  
  We have received your RSVP to attend the upcoming Board Meeting on Tuesday, September 28.
  
  Thank you again for your communication. If you have further questions and/or concerns, please do not hesitate to contact us via your Homeowner Portal.
  
  Thank you,

  The Hammersmith Team

• Initial Complaint

  09/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reached out to Hammersmith Management HOA on 7/24/21 to get a potential fire hazard handled. There's an abandoned wasp nest inside an electrical box. Multiple people told me if any electric is getting to that it is a fire hazard. On 7/28/21, I was told a work order was created.On 8/19/21, it still had not been handled, so I sent an email.They did not respond, so I sent another email on 8/26/21 and 8/28/21. They still ignored me, so I called on 8/30/21. They had a company come out 8/31. That company told me they legally are not allowed to access the electrical box, which Hammersmith should've already known. On 8/31/21, I sent an email.Again, no response.I sent an email today & said if they don't respond by end of today, 9/7, I will file a complaint with the BBB. They need the City of ******** to come out here immediately to ascertain if this wasp nest is a fire hazard and if it is, they need to remove it, asap. I know 5 people who's homes burned down.This is serious!Emails attached.

  

  Business response

  09/09/2021

  Dear ****,

  We have issued another work order for a vendor to remove the nest. Thank you, and have a great day!

  Customer response

  09/19/2021

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

  This has not yet been completed. It is absurd that a safety concern is taking this long to resolve. Please have the vendor get out here ASAP on Monday 9/20 to get this completed.

  I will continue rejecting responses until the job is complete.

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

  

  Business response

  09/23/2021

  Hello!

  The wasp nest is located inside an electrical box owned by the City of ******** and serviced by **** ******. Hammersmith and the Homeowners Association do not have ownership or access to this box, so we cannot directly fix this resident's issue. We have, however, been in constant contact with the City and **** about this. Today, Sept. 24, 2021, the City of ******** said they would call this resident to explain this to her. We are sorry she is upset, but this is outside our purview. 

  Thank you!

  Customer response

  09/23/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their resolution is highly unsatisfactory to me; however, I took it upon myself to get it resolved. Please see below.

  This was never about spraying nests. I told you they were abandoned.
  
  Before I saw your replies today, I was tired of waiting for you to do something, so I called the City of ******** to report this. They were out here and had it resolved within one hour of me calling. Why is it, I got this resolved in one hour and you could not get it resolved in 2 months?
  
  The City of ******** confirmed this is your property. They do not own that meter, since the actual meter within the glass has been removed and even then, it would still be your property, along with theirs. They did ensure power was cut off from it for our safety and removed all the abandoned hives. There were about six hives.
  
  Two months ago, I initially sent my complaint about this. The fact that I had to write to BBB to get attention and response from you regarding a safety hazard is reprehensible. The fact that you still could not get it resolved yourself and were satisfied with just letting it go, while there was a potential safety risk, is inexcusable. While you thought it was outside of your purview, it is still your responsibility to follow through with whoever you believe has purview to ensure the task is completed. However, you are incorrect, you own the electrical meter, per the City of ********. You have always owned it. However, when an actual meter is inside it City of ******** has ownership, as well. This is what was relayed to me by the City of ******** gentleman that came out here.
  
  For anyone considering working with Hammersmith HOA, I highly advise you look at all review boards; such as, ****, etc. This is a horrible company. They are unprofessional, lazy, do not communicate in a timely manner or at all, and do not take swift action on safety issues, as is documented in this case here.
  
  I did your job. I resolved this issue. Case closed.
  
  Take better care of people, please.

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

  ***ALL SUPPORTING DOCUMENTATION REDACTED BY BBB***

• Initial Complaint

  06/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  HOA requested I replace broken blinds within 10 days. I did. Charged me $53 for broken blinds.

  

  Business response

  06/24/2021

  Hello ****,

  Thank you for writing here and on ******. We are not your HOA. As your managing agent, we follow the covenant enforcement policy of your Association. The warning letter and the fine notice you received are attached here, along with a photo of the broken blinds from June 16, 2021. If the blinds have been replaced, please follow the instructions in the letters to file proper notification. Have a great day!

  Thank you,

  The Hammersmith Team

  ***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY BBB***

  Customer response

  06/24/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  Per the warning letter, it states clearly broken slats in the window on the trail side. Nothing about the front of the house. Also those are not broken slats. They are just bent up a little because she works nights and there is also a blanket covering the window to darken the room. I fixed the back blinds within the 10 days. I did not contact you because I've never had to in the past. I was warned about weeds, paint, and other items that were corrected and never fined without contacting you to say they were repaired. I assumed this was the case with the blinds also. I have never been fined for a violation before. All I'm asking is to remove this fine. I did what you asked of me, when you asked.
  **** *****

*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. ↩