Complaints

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• Initial Complaint

  Date:08/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 24th, 2024, we mailed out a check amount for $97 for our HOA monthly due for May 1st. Received a call from the Property Management company stating that our check was unreadable which was never an issue prior since we first started paying our *** **** from December 1st, 2023. We sent out another check on May 2nd shortly afterwards which was processed and was informed that the late fees would be waived since there is an error reading our check on the management property's end in ******* that processes all checks. The same issue occurred again for during our June 1st, 2024 HOA Payment and sent them another check & that was processed but this time we are being billed for a return check fee for ********** as well as a collection fee. We have yet to receive the returned checks which is in still in *******'s Office somewhere. We have been up to date paying all our previous *** ****. This issue claimed by Affinity Property Management just started having issues with our checks when they informed us of their new check processing policy. We didn't have any issues until Affinity switched over to a new processing system. We would like these Returned Check and Collection Fees removed from our balance account because we were not at fault of late payments as they so called claim and we have been paying our *** **** on time electronically now ever since Affinity check processing system has been causing us issues. Please resolve.

  Business Response

  Date: 08/30/2024

  Affinity Realty & Property Management relies on a lockbox system that has been in use for several years to collect condominium fees for its client properties.  It is not a new process, nor is it a new policy. The lockbox was not able to scan the checks; it says that the image was unreadable. I am told that many factors make the check unreadable: damaged during mailing; excessive detail on the check, writing running over the preprinted text and so forth. The lockbox does not send the checks back to Affinity.  Affinity is an agent for the condominium association, the Villages at *****************  We are authorized to waive the collection letter fee but not the "returned" check fee. ( I do not think the check is physically returned, definitely not to Affinity.)  The manager will ask the Trustees if they are willing to waive the "returned" check fee.  Affinity is willing to waive the collection letter charge.

  Customer Answer

  Date: 08/30/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  We are only in agreement if they waive the return check fees when will we know that cause the response states they will ask the board 1st?
  
  That will dictate if we agree or disagree. Is there a timeline for their response?