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:07/19/2023

  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.

  My bill is wrong and they will not call me back to get it right.

  

  Business Response

  Date: 07/19/2023

  Hello,

  We have looked into this complaint. We began our contract with this community, Sweetwater Landing HOA,  on February 1, 2023. Contrary to standard practice, the previous management company continued to accept homeowner payments until mid May even though they were no longer in a contractual agreement with the Sweetwater Landing HOA. Due to this, we were unable to reconcile homeowner account history until mid May when the prior management company stopped accepting payments. This was communicated to all owners and we worked with each of them and the prior management company to help resolve any outstanding accounting items.

  After reconciliation of ************************ account, there was still a balance showing from the prior management company (that ledger is attached). ******************** left a few voicemails starting two days ago, July 17th. We try to return voicemails as fast as possible but it can take up to three business days depending on incoming volume. Our team spoke with him today. He let us know that he had his banking institution, *********** send a cashier's check for the balance owed in January. This was sent to the prior management company and does not reflect in his payment history which leads us to believe it could have been lost in the mail. ******************** has agreed to call ********** to see if that check has cleared. If so, we'll work with ******************** and the prior management company to confirm receipt of funds and adjust his account ledger accordingly. If the check has not cleared, ******************** will be requesting a new check to be processed and mailed to us by **********.

  We believe this matter will be resolved in short time.

  Thank you!

• Initial Complaint

  Date:06/07/2023

  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.

   
  Complaint: 20158717
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

   

  The reason why I am complaining is because of two reasons  - The new property manager is not every willing to talk to any of ** by phone, instead, everything is by email.  Then if there is a problem, the *** goes behind our backs and then rats ** out to her.   She then comes back with copied sections of the by-laws and seems to bully ** with those sections of the by-laws.   Additionally, this woman is very rude to **

  Then regarding the by-laws regarding the mold meditation, it's not clearly written within the by-laws. 

  

  Business Response

  Date: 06/12/2023

  It is unclear what the desired resolution/settlement is for this complaint, but the condo association is requiring the complainant have the proper mold remediation done for their unit which is common after a water intrusion. As the complainant was previously notified by the ***** President of the community on June 7th, The Association's obligation is to ensure that your unit's mold has been fully remediated by an industry certified expert so as not to adversely impact other units or future owner/occupants of your unit.  General contractors, flooring contractors, plumbers are not adequately qualified or bonding their remediation statements.
  
  Per the ***** of ********* within the community, the complainant will need to contact a licensed company to facilitate a mold remediation to ensure the mold has been properly addressed.

  

  Business Response

  Date: 06/14/2023

  Given the seriousness in nature of the water intrusion and the potential for mold affecting other homeowners, all communication does need to be kept in writing to avoid any miscommunication and to have proper documentation.The governing documents for the community do require homeowners to meet their level of liability when it comes to affecting other homeowners and each homeowner agrees to abide by the governing documents upon purchasing the unit. The association cannot simply hope that there is no mold leftover from the water intrusion, they have a responsibility to make sure that the process is followed as to not negatively impact the other homeowners. Access Management Group cannot dictate what is being required of you, that is set by the governing documents for the community along with your ***** of ********* within the community. We are more than happy to review the communication between the complainant and our staff and if any communication is deemed to be rude or unprofessional, we will address it accordingly. As previously advised by our office and the ***** of *********, we strongly urge the complainant to have a professional test the unit and provide a letter confirming that there is no mold left from the water intrusion. 

• Initial Complaint

  Date:04/27/2023

  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.

   
  Complaint: 19989653
  
  I am rejecting this response because:

  1. Access Management as well as members on the board had 4 months to communicate with me what the procedures were on their policy and failed to do so.  Additionally, when a ******* came out in March, he left a big hole my bathroom which meas that I have no privacy.  Finally, I had called the association's insurance company yesterday and they said that a claim had not been filed.  So someone is clearly lying here.  Additionally, the president of the homeowner's association was very aware of my situation with my insurance writing me an error & omission in my policy that left me under insured and that I was in the process of consulting a lawyer.  However, while trying to look for a lawyer, I recieved this courtesy notice which is attached. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 04/28/2023

  We are aware of the exterior hose bib that burst during the freezing temperatures around Christmas. This particular hose bib was between the complainants unit as well as their neighbors unit. The governing documents for the condo association dictate who is responsible for these sort of issues and that process is being followed with the respective insurance companies for both the homeowner and the condo association. Access Management Group does not own the hose bib that burst as we are the third-party management company hired to help run the homeowners association, so our insurance would not apply. The ***** of ********* for the association is, and has been, working with the associations insurance and has already filed a claim. While we understand this process can take longer than most would like, the process still needs to be followed. We hope this issue can be resolved as quickly as possible for both the homeowner and the association. 

  

  Business Response

  Date: 05/02/2023

  The association and the homeowner share responsibility in getting this resolved whether its through insurance or paying out of pocket.Its our understanding that the Board of the association has requested to meet with the complainant on-site at her unit to gain access inside and evaluate damage, but that request has been refused and/or ignored. We strongly encourage the complainant to have the meeting with the Board so the process can be explained and the repairs can get started. We will have the manager of the association reach out again to find a mutually agreeable day and time for the complainant and the Board to meet. Refusing such meetings is only going to delay the process even further. The complainants desired resolution was to Finish the Job. That association cannot do that without the complainant meeting with the Board to evaluate the damage within the unit.

• Initial Complaint

  Date:03/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  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,
  
  *******************************held responsible. As of today, my balance has increased to $52, as a result of THEIR $13.34 error, that Ive already paid. So, the unfair fees are mounting. No explanation, just more added fees. I feel bullied, I know this isnt fair, but Is it legal to have an accounting system that can only add fees & not remove them? *** lived here 3 *********** disgusted & disappointed with this robotic management company. I can see where this is headed, they get money in their greedy little hands, that they just throw up in the air, when theres an issue.

  

  Business Response

  Date: 03/13/2023

  We are sorry to hear of the complainants dissatisfaction in the short amount of time they have been in the community. We have looked into the account history and found the following:
  
  The amount of the monthly dues was correctly quoted at the closing table. The closing letter was requested in October and it shows the correct 2022 monthly assessment amount. As in any condo association,the dues are subject to change on an annual basis and the 2023 monthly amount had not been determined by the association at the time of the closing letter was produced. A welcome letter was sent to the complainant on 12/13/22 which contained the login information for the portal so the owner could see their balance and make payments as necessary. In addition, the owner was emailed their portal registration on 12/20/22 but unfortunately, they never logged into their account to see their balance and future charges. Lastly, assessment booklets were mailed out on 12/29/22 to all owners reflecting the new monthly amount and late fees and interest were not charged by the association for the month of January since the booklets arrived after 1/1/23. Therefore, the complainant was made aware of the assessment amount changing and had access to their portal in time to avoid any of the fees.
  
  In summary, there was no error or mistake made,the complainant simply didnt realize that the dues amount increased as of 1/1/23. The short payment resulted in late fees, interest, and delinquency admin fees. The owner has already had one month of late fees and interest waived. Given the fact that this issue was primarily caused by timing and the assessment amount changing,and as a show of good faith, we will remove another months worth of late fees and interest in addition to the two delinquency admin fees. This now brings the account balance to zero. We urge the complainant to utilize the homeowner portal so they can view their account balance and upcoming payment amounts to avoid any confusion in the future.
  
  We hope this is a satisfactory resolution to the matter and we look forward to serving the *********** community for years to come. 

• Initial Complaint

  Date:01/24/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  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,
  
  ***************************

  

  Business Response

  Date: 01/25/2023

  We are very sorry to hear of the complainants'dissatisfaction with our company and we have looked into the issue. We are able to view all historical emails and voicemails in our system for quality control purposes. We see one voicemail left on 1/17 from the number provided in addition to email correspondence back-and-forth between the complainant and our accounting department. The complaint mentions not hearing back from our office but there has been a back-and-forth dialogue with the complainant with responses from our office on Friday 1/20/23 as well as Tuesday 1/24/23.
  
  Regarding the missing payment, the complainant did in fact have her bank send a check to the lockbox location for her homeowners association.  As was stated in the email dialogue, that check was never received by the bank. This was a physical check mailed to the lockbox and unfortunately, we are not able to control the **** and their delivery times. When payments are not received, the software triggers the appropriate late fees and interest per the governing documents of the homeowners association and notifies the homeowner. As was stated in the email dialogue, we are happy to see if the homeowners association would be willing to waive the late fees and interest, but we do have to get permission from them as it is not our money to waive. I have confirmed that we do now have permission to waive the fees as the complainant did attempt to make the payment and it sounds like the payment was simply lost in the mail. We can have those late fees and interest removed today and will be happy to do so.
  
  Regarding the balance from the prior year, this charge stems from the previous management company in January of 2022 prior to our company taking over in June of 2022. It appears the complainant was charged interest by the prior management company in January as the payment was received after the late date. Given the fact that the payment did arrive so close to the late date, we do have permission to remove the interest from the prior company which leaves only the 2023 assessment amount as owed. In the email dialogue between the complainant and our accounting department, the complainant stated that they checked with their bank and the missing physical check has not been cashed and can therefore issue a stop payment. All that is required at this point is that the complainant issue another payment for their homeowners association. There are other quicker ways to make a payment that are free and do not rely on the **** delivering a physical check, but the payment method is entirely up to the homeowner as outlined in the payment letter sent to all residents.
  
  We hope that the above resolution is satisfactory for the complainant and look forward to servicing them and their community for years to come.