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:04/24/2025

  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.

  I am writing to formally express my concerns regarding the *** fees charged for my residence within the ****************** community. Based on publicly available information, the standard *** fee for my community is listed as $15. However, I have recently been charged $184, along with additional fees such as a late and letter fees. Despite my repeated attempts to seek clarification, I have not been contacted regarding these charges or informed of the management transitions, such as, LEVEL Management to Prime Community Management. As a fully disabled veteran, it has been very difficult to keep up with all the online accounts that I have created to make my payments. It is vital that *** communications remain transparent and accessible, ensuring homeowners, like myself, may understand any financial obligations that may arise. I have made multiple efforts to resolve this matter, including sending an email and calling twice the number listed on the Prime Community Management website. Unfortunately, I have yet to receive any response. This lack of communication is unacceptable, particularly when unexpected charges are being imposed without proper notice or explanation. I request the following actions be taken immediately: 1. A detailed breakdown and justification of the $184 fee. 2. Removal of all additional charges, including late fee and letter fees, given the absence of prior communication regarding these changes. 3. Improved transparency and notification procedures so that homeowners are appropriately informed of transitions in management and any related financial adjustments. I am seeking help from your team to help me address this matter promptly and provide the necessary clarification regarding my account. I appreciate your prompt attention to this matter and look forward to your response. Sincerely, ***** Apuakehau

  Business Response

  Date: 04/24/2025

  My assistant and I have called everyone back who has called.  Prime took over Management on 02/01/25.  We sent out our introduction letter and forms to all homeowners around 01/09/25.  We also sent out a beginning balance statement to all homeowners on 02/27/25.  As of 02/27/25, the homeowner owed $359, which consisted of $184 in Assessments, $115 for pre-statutory letter fee from Level Community Management, and $60 in late fees).  No payment was received.  The Assessments are due twice a year on January 1 and July 1 and the Assessment amount is now $92 twice a year.  A copy of the most recent Budget is attached that would have been sent out by Level Community Management the end of of 2024. On 04/16/25 another late fee of $15 was charged and on 04/17/25 Prime charged a pre-statutory fee of $50 as that does not transition from management company to a new management company and we must be sure that the law is followed.  I have reviewed the homeowners history with prior management and the homeowner has consistently been late since 01/01/23.  The Board has authorized one late to be waived of $15.  This is the only amount that can be waived.  The pre-statutory fees are a hard cost to the *** and can't be waived. As of 04/24/25, the current balance due on the account is $424.00.  I have attached the account history starting from 01/01/23 to end of January 2025, current statement of account with **********************, and the 2025 Budget.

  If the entire balance can't be paid at one time, we can accept a payment plan of half now and the other half due on the 10th of May minus one of the $15 late fees which I can have waived upon payment received. 

  Customer Answer

  Date: 04/27/2025

   
  Complaint: 23242399

  
  I am rejecting this response because: After reviewing the information, I must respectfully disagree with your assertion that both you and your assistant have returned all calls, as I have not received any missed calls, voicemails, or other communications from your office prior to this email. Not even a voicemail!  Clear and timely communication is critical in resolving matters such as this, and I was disappointed not to have had the opportunity to discuss these issues sooner with anyone from your staff. I will not be paying from my one source of income, Veteran's Disability, on fees without my knowledge. 
  Additionally, I would like to formally express my disagreement with several of the fees assessed. I understand that Prime took over management in February, and while I recognize that certain costs are considered hard expenses to the **** I had hoped for greater consideration given the transition between management companies and the confusion that it caused. The inconsistency and changes in management have been a significant factor in the timing of my payments, not an intentional disregard of my obligations.
  I appreciate that one late fee has been waived, but I would kindly ask the Board to reconsider the remaining charges in light of the circumstances, particularly the transitional period and its impact on homeowners.
  I look forward to your understanding and hope we can find a reasonable resolution.
  
  Sincerely,
  
  ***** Apuakehau
  

  Business Response

  Date: 04/28/2025

  To dispute the fees on your account, you will need to formally send a request to the managers email address: ************************************ so she can present the request to the Board at their next meeting. You are also welcome to request a hearing before the Board to speak to them about your account as well. The fees on your account are not **********************'s fees but fees your HOA has set forth in their collection policy; this is why you must request a waiver from the Board of Directors in writing for their consideration. Again, we respond to all calls and emails from homeowners, and look forward to receiving your waiver request. 

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23242399
  
  I am rejecting this response because: 
  Complaint: 23242399
  
  I am rejecting this response because: Heres a respectful but firm rejection response you can send:

  Thank you for providing options, I must respectfully express my concern and disagreement with the process outlined. While I understand that the fees were set by the *** and not Prime, the procedure you've described creates unnecessary delays, and delays that continue to accrue additional charges on my account, despite my long-standing record of consistent payments since becoming a resident in 2019 until all the recent transfers of companies managing my account.  The recent transfer of *** account ********************** has been confusing and poorly communicated, making it unclear where and how to make payments. It has only been two months since this transition, and in that short time, I have made multiple unsuccessful attempts to get clarity, most of which have gone unacknowledged until third-party (BBB) involvement was considered.

  
  Given this context, I believe it is unreasonable to penalize homeowners with additional fees when the lack of communication and guidance has largely contributed to the situation. I will, however, submit a formal written waiver request to the Board but this seems to be a procedural hurdle rather than a constructive solution, and I respectfully request that these charges be removed based on the circumstances described.
  
  Sincerely,
  
  ***** Apuakehau,

  Business Response

  Date: 04/30/2025

  That is incorrect. We communicated with all owners that there was going to be a change in management well before the date when we took over and attached is a copy of what was sent to every owner in your association. You need to bring your assessment balance current, doing that will stop all fees from generating as fees do not accrue fees, they will just sit on your account until the Board reviews your request to have them waived. Again, we cannot waive those fees, regardless of any circumstances you describe as that is outside of what we are permitted to do as the management company. We have reviewed your account history from prior management, and you do not have a long-standing record of consistent payments per the attached ledger provided to us, and you came over from prior management with most of the fees currently that we currently show as owed. 

  Please provide copies of the messages you sent to ****** and/or ***** that were not responded to as they have no correspondence from you that they have not answered. It is your responsibility as the owner to bring the assessments current to avoid any further collection action against the past due assessment amount. Please make a payment **** to clear the assessment portion of the balance owed on your account. You can pay online via *********************************, but you need to provide our office with a valid email address so we can provide you with the login information as we do not have any email or even a phone number on file for you from prior management or from the homeowner information form that was mailed to you prior to Prime taking over as management which is enclosed. 

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23242399
  
  I am rejecting this response because: your previous response, as it is clear, that we fundamentally disagree on how your company manages and conducts business. The continued back-and-forth has not brought us closer to a resolution.

  
  

  To be clear, the burden of proof in this matter does not fall on me. It is your responsibility to ensure that your services, including online payment systems, are fully accessible and functional. Your failure to provide an accessible and reliable means of payment has directly contributed to the accumulation of my assessment fees.
  

  
  

  I am providing the following information so that you can assist me with paying my assessment fees through your online portal:

   

  ********************************** 

  10146 Coffeeberry CT.  89183 

  Please note that I submitted a similar request yesterday through your online website and have yet to receive anything back. I would appreciate a code that is needed to pay for the assessment fees. 

  Business Response

  Date: 04/30/2025

  I completely disagree; you were concerned that you will continue to accrue fees on your account before the Board reviews a waiver request and want us to consider waiving them now. I have told you we are unable to do this, and I advised you to pay your assessment balance current to stop the fees from accruing as fees do not accrue fees. Now you are changing the narrative as I have provided you a solution to your issue and advised how fee waivers are handled. Now you are arguing with how my company manages and conducts business, but you have failed to provide the documentation I have asked for in regard to your multiple attempts to contact our office so I can address those unanswered correspondence since that is not how we conduct business as all correspondence should be returned within 24-hours from the time it is received. 

  To be clear, the burden of paying your assessments does fall on you as the homeowner of your property. What burden of proof are you requesting? We have provided you with copies of the letter that we sent before we took over as management and your account history from prior management that shows your payment history, we have provided direction for means of payment via check or money order by sending you a beginning balance statement and welcome letter that advises you how to make a payment as well. Again, we were not provided your email address from prior management, and you have clearly not filled out and submitted your owner information form or we would have your email address and would have already sent you a way to login online and make a payment if you'd like. Now that I have your email address, it has been saved on your account and a website login will be sent to you from *************************************************************.  Please note that all of our online payment services are fully accessible and functional, but they require an email address as the login username. It is your responsibility as an owner to pay your assessments, and we have provided you the means to do so without having your email address on file in order to pay your assessments in a timely manner.

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23242399
  
  I am rejecting this response because: to reiterate my rejection of your response as a valid resolution.

  To date, I have not received a welcome letter, aside for the one provided in the attachments through this compliant, any initial contact information, or proper orientation as a homeowner from your office. I have made multiple, documented attempts to obtain this information, including:
  Submitting a request through your website (for which I received no confirmation or response),
  Calling the number listed online and leaving two voicemails,
  
  These attempts were made before I was forced to escalate this matter through the Better Business Bureau due to the lack of acknowledgment and follow-up. The absence of communication and failure to provide even basic onboarding documents contradicts your claim that proper contact was made. You have no documented evidence this letter was received by me. The attached statement letter,  that you stated was sent, does not confirm it was received by me, and without having any contact information for your office initially, proves that I was unable to confirm receipt or seek assistance. The fact that I had to rely on public channels and third-party intervention just to initiate contact with your team only reinforces my concerns of poor communication and operational mismanagement.

  You have requested documentation of my outreach efforts. However, your own failure to provide confirmation receipts or return communication falls short of a reasonable expectation of service. Your organization has not adhered to the 24-hour response policy as you reference.

  Lastly, shifting the burden of this issue onto me, the homeowner, while failing to acknowledge the full context, that I had no way of contacting your office until much later, is both dismissive and unconstructive. I have met the obligations asked of me, including payment and outreach. I have sent an email for the board's approval and paying my initial assessment as requested, which I have done so yesterday and today. 

  Your failure to recognize your own lack of contact, onboarding, and accessibility remains unresolved. Hence, the rejection of your response and mention previously you are clearly not validating or acknowledge my issues or concerns. 

  For these reasons, I reject your response as inadequate and maintain that your handling of this situation has been mismanaged and lacking in accountability. 
  
  Sincerely,
  ***** Apuakehau

• Initial Complaint

  Date:03/27/2025

  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.

  The company exhibits significant organizational issues, frequently notifying homeowners that payments have not been made, even when they have. This issue has affected me as well as several of my neighbors. I have automatic payments set up and should not be experiencing these discrepancies. During phone conversations with their representatives, they claim that payments are missing but are unable to provide accurate information regarding the specific months. When I provide proof of payment, they alter their story and change the month in question.Fortunately, I have a complete record of all my payments and discovered that multiple payments were deducted in a single month, which resulted in an overpayment on my part. After discussing this issue with my neighbors, it became apparent that they were also being asked to make additional payments, even though they had already paid in full. The company's practices appear unethical, as they seem to be targeting homeowners in an effort to collect additional, unsubstantiated payments.

  Business Response

  Date: 03/27/2025

  I am unsure what you are speaking of as your account is current and has been current. I do not show you have made multiple payments for your assessments, but rather they are paid monthly, and you are on ACH. Please provide a copy of the notices you are claiming to have been sent that payment has not been received. No one has been asked to make any payments that are not owed, and owners can even view their account online via ********************************* to see their entire transaction history. Again, please provide copies of the notices you have been sent that request additional payments from your property. 

• Initial Complaint

  Date:01/27/2025

  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.

  I own a property in the *********************************, which has been managed by Prime Community Management, LLC since 2023. Up until now, all payments have been made on time. However, in December 2024, I received an email stating that I owed a late fee for March and had missed a payment, though they were unsure which month it applied to. When I asked for more details, they requested check numbers and payment information starting from March 2024. After I provided this, they continued asking about other months without clarifying which one was missing. After several exchanges, I requested that the issue be escalated.The ** initially waived the March late fee but then requested payment for a missing fee. However, the issue remained unresolved. The ** repeatedly asked for check numbers from various months, starting with March and going through December. She then claimed the missing payment was for December 2023, but later changed it to October 2023. After I provided the requested details and forwarded emails confirming a zero balance from both Prime and the previous management company, she stated the due amount was for January 2025. Once I provided the check number, she changed the due month back to December 2023. After I forwarded an email from the previous management company, she said she would look into their previous management ledgers but never followed up. When I asked for an update, she claimed she couldnt access the information. When I questioned the relevance of the previous management company, she stated that I hadnt paid them properly. Eventually, she returned to claiming a due amount for January 2025, and after I provided the check number, she again asked for an image of the check from October. Despite our ongoing communication, they could not provide proof of the charges and claimed the information wasnt in their ledger, insisting me to pay.

  Business Response

  Date: 01/27/2025

  After reviewing your correspondence and the correspondence between our office, we have attempted to correct your issue multiple times. You have been provided your account ledgers, including that from prior management, and we have shown you that you are not paying a month ahead like you think you are. You initially reached out to Prime because you received a late fee, and that is because you paid your assessment late. Your payments that are being sent are not for the next month, but are covering the current months assessment they are being received in. You were asked by not only Prime, but FirstService Residential to provide a front and back copy of your October 2023 payment as the information we received from FirstService shows your account still owing for October 2023 when we took over management. Based on the attached correspondence we have been stating it was October 2023, but you have been arguing, without providing the requested backup that payment was sent. Our statements about other months have been in response to your statements regarding your payments sent. You state that the ** never followed up regarding the prior management ledgers which is a false statement on your part as the email chain attached shows that you were provided those ledgers and that follow up was provided to every single email you sent. You are the only authorized person on your bank account, we cannot request copies of checks from your account which is why we have asked you numerous times for a front and back copy of your payment issued for October 2023 which to date you have refused to provide to help clear your account up. Until that is provided, your current balance is $61.00 which is currently owed for January 2025's assessment because again, you are not paying a month ahead in your assessments per the proof that has been provided to you. 

• Initial Complaint

  Date:01/07/2025

  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.

  I live at a 55+ senior community in ********* called quail estates west for 10 years. About three months ago, I sent a request to **** ****, the property manager, asking to trim a small but overgrown tree by my bedroom window. The *** approved it, but they trimmed the wrong tree. I requested it again, and it was denied. I offered to pay for it myself. It took several weeks to get a quote of $350. Unfortunately, I didn't have the money at the time. However, my financial situation changed in two months, and I have the money now. I emailed **** **** to let her know I had the money, and to please go ahead with the job. Well, to make a long story short, she gave me the run around, and came up with a lot of excuses like blaming the Board, starting from scratch, etc. etc. etc. I don't believe her because she is the one in charge, and she has been sabotaging me and dissuading the board all along. The tree is in the common area, and the Quail Estates *************** is not maintaining the common areas by trimming the many hundreds of pine trees here, and letting them grow wild. Meanwhile, they just raised the monthly *** from $307.00 to ******

  Business Response

  Date: 01/07/2025

  Mr. *****, 

  The last correspondence our office has from you regarding the tree is that you have "moved on". I would think that implies that you no longer wish to have the tree trimmed, no? You are aware that we work at the behest of the board. It is not managements place to spend association funds, nor are we permitted to. All expenses must be approved by the Board of Directors. You were advised that the Board would be reviewing your request to pay for the tree to be trimmed at their ******* 2025 Board Meeting which has not taken place yet. Regardless of your opinion, **** has not dissuaded the Board in any manner. You have been encouraged to attend the Board Meetings and speak to the Board directly about the tree, but you have not done so. The Board will not be paying to trim this tree as it does not need to be trimmed. You are requesting the tree be trimmed for your viewing purposes and for sunlight filtration into your unit, since views are not guaranteed, the Board would be fiduciarily irresponsible to spend association money to trim a tree in the common area simply because you want it trimmed. You were also advised by the *************************** that the association is not required to trim this tree as view are not guaranteed. You will be notified after the ******* meeting if the Board will permit the tree be trimmed and you to cover the cost. The tree is not diseased, causing damage to the building, nor does it pose a hazard so the need to have it trimmed is not immediate. 

   

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22778715
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 01/07/2025

  Dear ******

  While I do not agree with the rationale or position of Ms. ***** Trust me, the tree needs to be trimmed. It is way too bushy and overgrown. I do agree that I am willing to wait for their meeting in January and see if they will trim the tree in question at my expense. There are currently three new members on the board who I don't know, and three vacancies, so it's a skeleton board. That being said, I will accept their decision. I hope this provides you with the clarification you're looking for.

  Sincerely,

  ***** S. *****

  Customer Answer

  Date: 01/07/2025

  Dear BBB,

  While I do not agree with Ms. **** position or rationale, I am willing to wait for the new board to have their meeting in January 2025. Trust me, the tree in question needs to be trimmed. It is very bushy and overgrown. There is one just like it at the pool that is all trimmed neatly and manicured. Since I'm willing to pay for the service myself, I will wait for their decision. And yes, I'm still interested in having the tree trimmed, but not for selfish or vain reasons as Ms. **** described. I hope this helps clarify things for you! 

  Sincerely,

  ***** S *****

  Business Response

  Date: 01/08/2025

  You will be notified following the ******* meeting. Please again keep in mind that this is not a decision Prime gets to make, but rather the Quail Estates West Board of Directors. We encourage you to attend the ******* meeting to speak to the board directly and express your concerns regarding the tree. 

  Customer Answer

  Date: 01/08/2025

   
  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,
  
  ***** *****

  Customer Answer

  Date: 01/08/2025

  Dear *****,

  Thank you for the final response. I accept **** ****** response, and plan on attending the board meeting in January and presenting my case.

  Sincerely,

  ***** S *****, 

  Resident at ******************

• Initial Complaint

  Date:12/04/2024

  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.

  Billing issues being transparent, charging late fees erroneously and not communicating when there is first an issue

  Business Response

  Date: 12/04/2024

  Good Morning,
  I do not show that you are the owner of the address at ************************************ cannot go over account specifics, but the balance you state is outstanding is not at all what is reflected in our system. Please provide additional information so I can help resolve this issue as well as proof that you are authorized to discuss this account. 

• Initial Complaint

  Date:10/10/2024

  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.

  I am writing to express my concerns regarding the management of PrimeNV **************** following the transition from our previous HOA.Our autopay system had worked flawlessly, and many neighbors were unaware of the change to PrimeNV. Upon learning of this transition, I promptly contacted the new HOA to set up autopay. Despite my efforts to clarify the situation via email, I was informed that waiving late fees would require a board meeting. Nothing was relay to me nor any information provide that that was a concolusion. NO UPDATE AT ALL!Recently, I received a late fee (collection) notice for September, despite my proactive communication. This situation has caused significant frustration, and I am considering legal action if it remains unresolved. I have made a partial payment of $128 today to demonstrate good faith, but I believe the late fees should be waived due to the poor communication during the transition.I hope we can resolve this issue promptly.

  Business Response

  Date: 10/10/2024

  Good afternoon,

  Prime Community Management has been the management company for Paradise Colony since June 2023. Attached is a copy of the transition letter that was sent to the entire membership before Prime began management which let owners know that the change was forthcoming. The transition letter you submitted states that auto pay has to be changed. I am confused so to why you are submitting a complaint now regarding a payment issue you had from July 2023 - October 2023 and we did send out statements letting you know your account was past due, and a statement with your beginning balance when we began management in June 2023. We address all owner accounts in compliance with Nevada Law and the attached Association Collection Policy, and said policy is distributed annually with the association budget. The late notice you received and attached to this complaint is from September 2023, and you already took care of the balance, except the fees which you need to ask the Board to waive, but it appears as of today, October 10, 2024, you already took care of. 

  As the management company, we cannot waive fees for homeowners, only the Board of Directors can approve that, especially hard costs to the association. We require all owners to submit a waiver request in writing to be presented to the Board for their review and consideration or the owner is welcome to attend the next executive session and request a waive in person. 

  Again, you have no balance owed with the association at this time. The statement you are upset about is from a year ago which you already took care of, and we notified all owners of the management change. We have also been sending everything to the mailing address on the statement you show a picture of and that is in fact where the transition letter sent in June 2023 went. 

  Customer Answer

  Date: 10/11/2024

   
  
  Complaint: 22390302
  
  
  
  I am rejecting this response because:
  
  In 2024, it is expected at least one digital methods, such as email, phone calls, or text messages, would be used to notify residents or HOA homeowners of important changes. However, no such attempts were made by PRIME NV to inform us about the changes. I did contact PRIME NV via email in January, and I was informed that the matter would be reviewed by the board. Despite this, I did not receive any notice regarding the conclusion of that review, nor was there any attempt to communicate the new developments to me or my neighbors (at least three of whom I have spoken with & president of HOA Paul).
  It is only now that a web portal and newsletter for all homeowners have been made available recently, which should have been implemented sooner to ensure proper communication. I can proof previous HOA would use digitally (via email) to contact us. This company is base on extracting more money from homeowners with no attempt let customer know they need to pay. instead send collection and just wait to extract more late fees and penalty and of course they love using collections. 

  This behavior is not acceptable as HOA suppose to have collect fee from homeowner and not extracting MORE fees upon fees just to enrich themselves. 

  
  Ming Syu

  Business Response

  Date: 10/15/2024

  Good morning,

  
  A web portal has been in place since we took over as the management company for your account. Please find attached the letter that was mailed to you with your login information. This letter was mailed to all owners in Paradise Colony on 7.25.2023 with your beginning balance statement. Just to recap, we sent you a beginning balance statement, a web portal login letter, and a transition letter, all of the items you state we should have sent. Our records also show we sent you another web portal login on 10.16.2024. We did our due diligence in notifying you that there was a change in management, and we mailed everything to the correct mailing address. It is your responsibility as an owner to check your mail, we as the management company cannot force you to do so. Statements were mailed to you as required by Nevada Law. We have been using email as a form of communication as well since taking over as the management company for Paradise Colony. I am not sure what else I can do to assist you as your complaint is invalid. 

  Customer Answer

  Date: 10/15/2024

   
  
  Complaint: 22390302
  
  
  
  I am rejecting this response because:
  
  
  I would like to clarify and provide additional information pertaining to the issues raised.
  Receipt of Web Portal Information: While you state that the web portal information was mailed in July 2023, I can confirm that I did not receive it until July 2024, as attached in this complaint. The significant delay in receiving the login details directly contributed to the issues I have encountered in managing my account and payments.
  Lack of Follow-up on Reversal Request: I submitted a request for a reversal of charges, but no follow-up or notification of the outcome was provided until I recently received a late fee notice. This lack of timely communication has resulted in further confusion and frustration, as I was not informed whether my request was being processed or had been denied.
  
  Sincerely,
  
  
  
  Ming Syu

   

  Business Response

  Date: 10/15/2024

  I would like to clarify as well. When we took over as management for your association in 2023, we sent a web portal letter which I have provided as an attachment in this chain of correspondence. We then switched software in June 2024 and had to send out new logins as a result; so, both web portals were provided to you to utilize and access your account online. I know the web portal letters were mailed last year in July as I am the one who mailed them with the beginning statements. Your initial complaint was "Recently, I received a late fee (collection) notice for September, despite my proactive communication. This situation has caused significant frustration, and I am considering legal action if it remains unresolved. I have made a partial payment of $128 today to demonstrate good faith, but I believe the late fees should be waived due to the poor communication during the transition. I hope we can resolve this issue promptly."  I have provided proof that there was not poor communication on our part. You have not stated if the mailing address we had on file was incorrect, and the statement you provided to me was from 2023. Your account is current as of the date of this correspondence. When your account was past due only one late fee was applied to the account which I am happy to reverse, however, we cannot waive the $50.00 Pre-Collection fee as it is a hard cost to the association.  Please also provide proof of your written request for the fee waiver on your account that you stated you submitted so I can address the with the manager for Paradise Colony. 

  Customer Answer

  Date: 10/15/2024

   
  
  Complaint: 22390302
  
  
  
  I am rejecting this response because:

  While I understand the importance of compliance, I have encountered repeated challenges in getting my issues fully resolved. After reaching out for assistance, the only response I received was a standard communication sent via postal mail, with no significant effort made to address or clarify my concerns. When I followed up via phone, the representatives seemed unwilling to provide further information, with a clear focus on closing the call quickly rather than offering meaningful support. Their tone was unprofessional, and the emphasis appeared to be on payment and the threat of collections, rather than resolving the core issues I raised.
  I found it necessary to pay ahead of time to avoid additional penalties, as I was made aware of the potential for further fees should there be any delays. However, I was left dissatisfied with the lack of genuine support and communication throughout the process.
  
  
  
  Sincerely,
  
  
  
  Ming Syu

  Business Response

  Date: 10/15/2024

  Ma'am, I am not sure what more I can do for you. Your original complaint stated you received a recent statement for collections, but in fact that statement is from 2023. You stated in the complain that you and many neighbors were unaware of the change in management last year, when I have provided supporting documentation to show we notified all owners and you have yet to state whether or not the mailing address we have on file is incorrect, so I am going to assume it is. I cannot force owners to read their mail, but we have provided and sent all required paperwork to you, including the login information to the association web portal, twice last year. The one you received this year is for the new software system we switched to. Again, please provide the email or letter you submitted to the manager asking for the fees to be waived on the account. Without this information, I cannot address the lack of response from the manager if I do not have the correspondence sent to her to find out why she did not respond to you. You stated in your initial complaint that if the account is not resolved, you will seek legal action, again, the account is resolved and current. Now you are talking about Compliance issues and getting your issues resolved. Your complaint with the BBB was not about compliance issues, but rather your account which is in good standing. I cannot do anything about your feelings of dissatisfaction on an issue that occurred over a year ago. 

  Customer Answer

  Date: 10/16/2024

   
  
  Complaint: 22390302
  
  
  
  I am rejecting this response because:

  
  
  I am writing to reiterate my original complaint regarding the fees your company has charged, which I still believe to be unjustified. The issue at hand has not been resolved, and your company continues to impose late fees without merit. The lack of a proper digital method to communicate with homeowners further complicates matters. Your response reflects a poor attempt to insist that your company is always right, yet the pattern of fee extraction and reliance on collection tactics is clear.
  This matter is not about personal feelings, but about the facts: your company has consistently provided substandard service and shown a lack of transparency. As evidenced by feedback from other homeowners, this is a systemic issue, not an isolated incident. The unprofessionalism and rudeness displayed by your staff further exacerbate the problem.
  From the outset, communication from your company has been inadequate. After receiving no follow-up from the board review and being repeatedly threatened with collections, I paid the fees recently to avoid your company using collection. However, this does not resolve the underlying issue, which stems from your company's failure to address concerns professionally.
  As far back as January, I have attempted to resolve this matter through proper channels. Yet, your company has done nothing other than continue to impose fees and adopt an unprofessional attitude. There has been no genuine follow-up or effort to resolve the situation beyond threats of collection.
  I expect a more transparent and professional approach to resolving these issues.

  
  
  Sincerely,
  
  
  
  Ming Syu

• Initial Complaint

  Date:05/08/2024

  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.

  owned a condo Prime Community Management oversaw. The condo was sold. The Community Manager was contacted via phone call and email and told to stop auto pay for the ***************. She refused. The Supervisory Community Manager was contacted and told to stop auto pay for the ***************. She refused. Money was removed from my bank account even though auto pay had been revoked. I no longer owned the condo. I contacted the Community Manager and Supervisory Community Manager and asked to be refunded. They refused to speak to me. I contacted the ****************** Chief Compliance Investigator called and spoke to the Supervisory Community Manager. He advised that the Supervisory Community Manager said I should contact her, and this would be resolved. I contacted her and she did not resolve the matter. I contacted my bank and disputed the charge. My bank reimbursed me. Prime Community Management then sent me a bill for the *** fees and additional fees for stopping autopay. The ************** contacted Prime and attempted to help me resolve this matter. Prime refused to respond to the escrow company. At that point an Ombudsman complaint was filed against the Community Manager and Supervisory Community Manager. Chief Compliance Investigator investigated the matter. He told me my complaint was substantial and the Community Manager and Supervisory Community Manager will be receiving a letter of admonishment. He said the Supervisory Community Manager verbally told him our account has a zero balance. I emailed the Supervisory Community Manager and asked her for written proof of a zero balance. The Supervisory Community Manager has not responded. I then emailed the President of the company and asked her for proof of a zero balance. She has refused to respond. I contacted the *************************** and requested mediation. The *************************** has called and sent a letter to Prime. Prime has refused to respond to the ***************************.

  Business Response

  Date: 05/08/2024

  Hi ***, 

   What month are you referring to? You were not charged for the March assessment as the payment was returned, so nothing came out of your bank account. As far as February goes, per the escrow paperwork and when the unit closed, you were responsible for that assessment. Attached is your ledger showing the March assessment was returned as well as the escrow paperwork showing the new owner paid for March and not February. I also spoke to ************************* at the ***************** and explained this and he understood, and no letter to date has been sent to us from the **** because nothing was done incorrectly. I suggest you review the attached as well as your bank records as you were not charged for March assessments. 

  Customer Answer

  Date: 05/08/2024

   <*b>
  Complaint: 21680500
  
  I am rejecting this response because: Based on how this is worded, I am assuming that ****** is the person responding to this complaint.  With that in mind, I will now address what you have written.  First it appears that you are either misinformed or intentionally trying to provide untruthful information.  I was aware that escrow would be closing on February 27th.  On February 20th,***** as the community manager was contacted via phone and email and told we were revoking *** (autopayment) immediately. ***** refused to do so.  *** final escrow document showed we were refunded for the remaining two days in February.  Documents from Prime Management showed that we had a zero balance.  Knowing that ***** was lazy, incompetent or a combination of the two, I sent an email to you and ************************* as the President * Owner revoking the  *** since I no longer owned the condo.  On March 7th, $160.00 was illegally removed from my bank account via the revoked ***.  I provided a copy of the bank withdrawal to the ***************** On March 10th, I sent an email to April, you,***** and ********* requesting a refund for the *** funds that were illegally removed from my account.  Since none of you had the common courtesy to acknowledge or respond to the email, I emailed the **************** and asked for their assistance.  ************************* Chief Compliance Investigator spoke to you, again I am assuming this is ****** who authored the response.  ****************** told me that you told him for me to email you and this matter would be easily resolved.  On March 12th, I sent an email to April, you, ***** and ********* per Mr. ******** instructions so this could be resolved.  Not to sound like a broken record, but none of you responded to the email or attempted to get this matter resolved. On March 13th, I sent an email to ***** and you as a last attempt to resolve this matter without having to file an official Ombudsman complaint.  Neither you nor ***** responded to the complaint in violation of NAC 116A.350 Failure to respond in writing to misconduct.  Since no one from Prime Community Management would assist me in obtaining a refund for the money illegally removed from my bank account, I contacted my bank and disputed the charge.  My bank conducted an investigation and concluded that Prime Community Management illegally removed money from my bank account after *** had been revoked.  My bank, not Prime Community Management, credited my account.  My bank also usually charges a fee of $30.00 for this service.  Due to the egregiousness of the violation by Prime Community Management my bank waived the $30.00 fee.   All of this documentation was provided to the *****************  So, do you still want to stick to your story that I was never charged for March?  After my bank reimbursed me I received a demand letter from Prime Community Management and ******************* in the amount of $185.00.  *** letter demanded payment for March ***************, for a property I no longer owned and an additional $25.00 fee for cancelling ***.  On March 29th, my escrow company contacted Prime Community Management employee ******************************* to try and assist me in getting this matter resolved.  Sounding like a broken record, ***** did not acknowledge or respond to the email. On April 3rd, I called ******************* and spoke to an employee.  ******** employee told me that as of April 3rd their records still showed that I owned the condo.  *** employee told me she suspected that I would be billed for the April ***************, since I was still listed as the property owner.  I asked the employee what could be done to ensure that would not happen.  *** employee told me to contact Prime Community Management and only a Prime Community Management employee could update the financial record.  This is a clear violation of NRS 116A.630 standards for community mangers, more specifically   6. At all times ensure that:     (a) *** financial transactions of a client are current, accurate and properly documented.  From everything I have documented to this point it shows that neither ***** or you as her supervisor complied with the law.  That is why an official Ombudsman complaint was filed against both you and ***** for violating the following laws:
  Charges for both you and Kaila:
  NRS 116A-630- Standards for Community Managers
  NAC 116A.350 Failure to respond in writing to misconduct.
  An Additional charge against:
  NAC ******* failure to supervise.
  ****************** investigated the allegations.  ***************** told me my complaint was substantial. He said you  and ***** will be receiving a letter of admonishment, which he described as we are keeping an eye on you.  He said this letter will be kept in your file and anyone can see it. He said  reason you both are getting the letter is because neither  of you had any prior violations. He said if another complaint is received against either of you, you could be fined ******** per violation.  With that this case is now closed.  He said that he talked to you and you said my account balance is zero.  
  Since you are alleging that no disciplinary action was taken against you, I will be contacting ****************** and his supervisor to get clarification on the matter.
  Here is why I am still demanding written proof of a zero balance.  I have spoken to an attorney that specializes in debt collection regarding this matter. *** attorney is the one who told me Prime Community Management illegally removed March funds from my account.  *** attorney said since no one at Prime Community Management has responded to my numerous requests of a zero balance, I need to monitor my credit to ensure no one from Prime Community Management attempts to file anything negative regarding my credit.  Also, ****** you talk about the escrow papers showing a zero balance, that is correct.  However, the most recent paperwork I have from Prime Community Management shows a demand for $185.00.  If there really is a zero balance, why wont Prime Community Management provide any proof that the true and correct balance is zero and not $185.00?
  I am going to provide additional details on why I feel Prime Community Management has nefarious motives for not providing written proof of a zero balance: After the Ombudsman complaint was closed I sent an email to you and April asking for written proof of a zero balance.  Again, sounding like a broken record neither of you responded. I contacted the *************************** and requested mediation to try and resolve this matter.  *** *************************** told me they have sent a letter and left messages for you and April to try and resolve this matter.  Not surprised,but neither you nor April responded to the ***************************.  It took filing this BBB complaint to finally get a response from Prime Community Management. So based on all of these facts, can you please state again why you feel I dont have a reason to be concerned regarding Prime Community Management?
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/08/2024

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

  Your initial complaint was that we provide you proof of a zero balance which I have provided. I also have provided proof that your March assessment was returned and no fees were charged to you as they have been waived. Again, please review the attachments provided with this complaint that verify you have a zero balance. 

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21680500
  
  I am rejecting this response because:

  ******,
  Why is it so difficult for you or anyone else at Prime Community Management to simply write a statement saying I have a zero balance?  This could have all be resolved without involving the **************** or the BBB had you or anyone else from Prime Community Management followed what April has posted on your website:
  What is the most effective way in managing member complaints?
  Simple solution: answer their phone calls and emails. The number one complaint I hear during presentations is a lack of responsiveness.There are a myriad of ways we ensure communication with homeowners. *********************************************
  Why in your initial statement to the BBB did you say I was not charged for March *************** for a property no longer owned?  In my response, I stated I provided my bank statement to the **************** showing that Prime Community Management illegally removed money from my account.  You then changed your story to say March due were returned to me.  Did Prime Community Management reimburse my bank?  It was my bank that returned the funds to me, not Prime Community Management or ******************** If you dont believe me call ******************* and ask them for yourself.   Also, why would you need to waive late fees for fees that I never owed in the first place? 
  Based on the conflicting statements you have provided; I am still expecting in writing something stating to disregard the $185.00 bill and my account is closed with a zero balance. That is the only way I will be satisfied that this nightmare of dealing with Prime Community Management will finally be over.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/15/2024

  *********************, you have a zero balance and the ledger showing such is attached once again. 

  Customer Answer

  Date: 05/15/2024

   
  Better Business Bureau:
  
    I can not believe that Prime Community Management made me jump through all of these hoops including an Ombudsman complaint, a request for mediation and filing a BBB compliant just to get them to finally do the right thing and finally say that I have a zero balance.  Now this compliant is being finalized Prime Community Management can move onto their next person to victimize. 

  
  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

  Date:12/13/2023

  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.

  The business has forced residents to remove signs disclosing the number of their homes in the community. This has led to lost packages and deliveries across the entire community. Residents are losing money and time to deal with this. Prime Community Management refuses to address this or compensate homeowners for the financial damages that they have caused, or to reimburse homeowners for the installation of new signage.

  Business Response

  Date: 12/13/2023

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

   

  Since September 15, 2023, Prime Community Management has been trying to resolve this issue. In the attached emails you were provided the pre-approved address marker design and location as well as the form that needs to be filled out and submitted should you wish to install said address markers by your front door. Each townhome has an address marker; however, they were installed near the garage doors by the builder, Lennar Homes. We have advised you on multiple occasions, see attached, that neither Prime Community Management nor the Centennial Heights NW *** designed the buildings at Centennial Heights; they were designed by Lennar Homes and before you moved in, you could see where your address marker was. The *** is not responsible to install any new address numbers for the homes within the community. If you want to add one, it is your responsibility to do so. We have given you the tools several times to help resolve your issue in regard to package delivery. Neither the *** nor the management company are responsible for reimbursing you for any lost packages because again, you were provided the information to resolve your deliver issue. You were asked to remove the sign you originally installed as it was not approved per the Governing Documents and no architectural application was provided prior to its installation as required by the CC&Rs which you agreed to follow prior to moving into the Community. Please fill out the architectural form provided to you and utilize the approved address numbers to resolve your issue of wanting an address next to your front door. All residents within the community who have installed unapproved address signs have been addressed through the Penalty Policy and are required to do the same as we are asking you. If you feel that the addresses for the homes were installed in the wrong place initially, you need to take that up with the builder. 

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20999795
  
  I am rejecting this response because:

  The response from the business utlines very clearly their inability to take responsibility for the way they impact their customers. The business is paid for the management of the community, the community has an issue with many homeowners missing packages and deliveries. Homeowners have taken it into their own hands to install temporary signage to assist delivery drivers with locating their homes. This business then forces homeowners to remove this, once again leading to lost packages.

  
  it is a poorly designed community, and homeowners should not have to incur the cost to fix the mistakes of the corporation running the community. With any business that deals ethically, they would take responsibility. If a software company releases a bad patch that causes application compatibility issues, they are expected to patch that product. If a company is hired to be rsponsible for a community, they should resolve issues that impact that community. Otherwise, they are collecting a paycheck while contributing nothing.

  The lack of responsibility from this company is alarming.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/18/2023

  Once again, the management company for the ********************** did not design or build the town home you live in. You viewed the design before purchasing the home (FROM LENNAR) and you could clearly see the address number was on the garage side of the home. You are not understanding that the homeowner's association and the management company for the homeowner's association are not responsible for the building of the homes, and I cannot seem to explain it to you any more clearly. Look at your deed for the home you purchased! It states who the builder is and neither Centennial Heights nor Prime is listed as said builder.  Our responsibility as the management company is to make sure the Association stays compliant with NRS116 and the Governing Documents, it is not our responsibility to install address numbers. The *** has provided a resolution to help alleviate any confusion that package carriers have by adopting an approved design and placement should an owner wish to install their address near the front door, and as you can see around the community, many have done so, and they look good! You are not required to have an address number by your front door, but you are required to get approval if you wish to install one per the Governing Documents, and the only one you are going to be permitted to install is the pre-approved design that has been sent to you numerous times. Again, install the numbers, don't install the numbers, it is completely up to you at this point. The *** does not have to even allow numbers to be installed by the front doors, however, in an attempt to fix the issue created by the BUILDER, the *** is allowing the pre-approved number installation.  

  Lastly, Prime Community Management is not a corporation. Not even close. Lennar Homes is a corporation, and they are the company who designed your home. Their name is literally at the front of the community and there are signs on your way to the community that state, "Centennial Heights by Lennar Homes". 

  Customer Answer

  Date: 12/23/2023

   
  Complaint: 20999795
  
  I am rejecting this response because:
  

  Prime Management has NOT provided a solution or valid response. As the managers of the community, they are expected to do their jobs and actually manage the community. This last response once again is trying to pass off major community issues to individual homeowners, instead of taking responsibility. 

   

  This is par for the course, as if you read Prime Community Management's Yelp or ****** reviews, it is filled with other customers experiencing the same problems. Years of delays for handling basic issues, passing the buck to others, no accountability. This response is yet another example of this. This company does not want to do their jobs. They want to collect a paycheck from the homeowners while providing nothing in return.

   

  This issue is not going to be solved by a single homeowner installing numbers on their wall. The proper solution would be for the Community Management company to actually manage the community, and address this properly for all homes in the community.

   

  This week alone I have had **** and a Home Inspector complain about how difficult it is to find the right home in this community. You look around the neighborhood to fine homeowners, have you also seen the signs on the mailboxes for missing packages yet again earlier this week? Or do you just close your eyes and pretend the problem isn't there?  Do your jobs and fix a community issue. Be an adult and take some responsibility for your services and products. Alternatively, at the very least have the decency to admit that you are too lazy to do your jobs, so I can share this with the rest of the neighbors. 

   

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

  Customer Answer

  Date: 12/23/2023

  Another example of this today. Another homeowner came to our house looking for a lost package of theirs. Today we received a photo from a pest control company stating they sprayed the outside of our home. The photos they sent are of the neighbors house. The Community Management company needs to do something to address this. The homes in the neighborhood are not marked, and its impacting the entire community.

  Business Response

  Date: 01/03/2024

  For the last time, you have been provided with the tools to fix this. This is not an item the Management Company nor the *** are responsible for. Please see my other correspondence with you that has been sent numerous times explaining this. 

• Initial Complaint

  Date:06/13/2023

  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.

  Prime Community Management has been mismanaging the community for 4 of the 6 years I have owned a rental unity in *************, *********. Every year the pool opens late without communication to the residents. Calls go to voice mail and get ignored. Requests to keep neighborhood dogs out of other's yards are ignored, even when the resident is allergic to dogs. The management company will not address lawn issues, gate access problems, FOB's that open the pool don't work. The monthly newsletter does not provide communication on any of the issues. They are more concerned to tell residents to hide their trash cans after pick up than address dead lawns and pool closings.The *************** go up year after year and the quality of service goes down.The manager and director for MG HOA consistently tell residents they were 'unaware' of this health code or that city requirement concerning the pool. They openly admit their lack of knowledge to manage the property and cause delays in amenities that the residents have to pay for each month without getting refunds.

  Business Response

  Date: 06/13/2023

  The ***** of ********* approved a contract with ************** in October 2021.  The vendor did not start the work until end of April 2022.  Due to unforeseen circumstances, the pool was not completed until August 2022.  This was not Managements fault.  Email blasts were sent to the residents as updates were received.  In 2023, it was brought to Managements attention that the pool plaster company did not obtain permits and did not complete the job correctly;therefore, there was a delay of opening the pool until June, when the pool remodel was done correctly and a permit was issued.
  
  The tenant that is allergic to dogs submitted the information to Management.  Management has sent letters to the owner of the dog.  Management cannot have the dog removed from the property. 
  
  Management addresses all landscape issues with the landscaper.  Proposals for landscape are reviewed and approved by the ***** of *********, not Management.
  
  The key fobs do not work when the pool is closed.  However, there was an issue with power to the system and the key fobs are now working.  If an issue comes up, Management will send an email blast.
  
  Management is hired to address violations throughout the community, trash cans is one of them, along with many others.
  
  The *** fees in 2016 were $85.00.  They were increased in 2017 to $102.00.  Then they were increased in 2019 to $122.00.  The *** fees have remained $122.00 through 2023; the *** fees are also vacationed in 2023 for 2 months, November and December.
  
  There is no lack of knowledge for managing Mountain Gate.  There have been issues that were resolved that took longer than expected.

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20180192
  
  I am rejecting this response because:
  It is the responsibility of the management company to requisition work with companies based on the *** agreement deadlines. 

  The pool is supposed to open in April. A management company must manage the deadlines and follow up with contractors to make sure those deadlines are met.  This was not the case 2 years in a row.  This is mismanagement. 

  The *************** were vacationed?  Supply a definition for this.  Dues were paid those 2 months and not refunded.

  The ******* submitted a proposal for a small fence to keep dogs off the lawn due to allergies but the management group denied the request even when health was involved.
  Sincerely,
  
  *********************

  Business Response

  Date: 06/14/2023

  Good afternoon,

  As an Association Management company we work at the behest of the ***** of ********* and they are who select what vendors are used. We do regularly follow up with vendors and work with them to complete tasks for the Association, however, we cannot force them to move faster or to change their schedule. We cannot also make manufacturers provide supplies faster in order for work to begin sooner on jobs within the association (I wish we could). We are also not a pool company so if the wrong drain is installed we are not going to know that, which is why we rely on vendors who specialize in certain fields of work. 

  The Pool should open in April, however, due to the pool not passing inspection with the ***** the pool drain had to be repaired before the pool could open in order to avoid fines being issued by the ***** You are incorrect, this is not mismanagement, this is unfortunate circumstances which we work hard to resolve with the vendors who do the work for the Association. 

  When assessments are vacationed it means that they will not be owed. So for November and December, there will be no monthly assessment due, and no, you have not already paid the November and December 2023 assessments. Information regarding the assessment vacation was included in the 2023 Budget Mailer that was sent out at the end of 2022. 

  Lastly, Management does not review Architectural Change Applications and certainly does not provide determinations for them. Applications are submitted to the ***** of ********* to review and they provide us with their determination. So the application for a small fence was NOT denied by management, it was denied by the ***** of *********. 

  To better understand the relationship between an HOA management company and the ***** of *********, we encourage that you attend the ***** Meetings so you can stay up to date on pending items within the Association. As an Owner it is your responsibility to do so. 

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20180192
  
  I am rejecting this response because:

  Attending the regular board meetings has been a serious challenge due to incorrect zoom links.  ********* we have attempted,  the link wouldn't work.

  You still have not addressed the delays in responding to emails and phone calls.

  additionally I sent a change of address by mail 5 times and still never received a coupon book for monthly dues..  I called twice on it and got attitude from the staff citing it wasn't their fault that no one paid attention to my address updates sent in writing..  The staff is frequently short,, rude and unprofessional on the calls that don't get sent to voice mail.   I have been told multiple times that "it isn't my job".
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/17/2023

  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.

  Prime community management is unable to keep up with ***************** community! The community is paying for an HOA service Prime is unable to provide! The list of violations is ongoing and continuous. My community has security gates that are continuously broken over the last 12 months. The gates are left open for weeks at a time because they are unable to keep them in working condition. They system needs to be replaced not rebuilt 1 component at a time. Our second gate does not work for guest they have locked it down with only remote access, the call box does not allow the property owner to buzz the person in. We have issues with illegal vehicle parking each and every night! PRIME does nothing about parking violations and VETSEC security will not enforce any ***************.

  Business Response

  Date: 04/19/2023

  ***************** Community Association has encountered numerous issues with one  of three entry gates to the community which started October 2th, 2022. Due to backorder of several parts due to the ***** pandemic, some repairs have taken longer than others to fix. Two of the major repairs have been  warranty items which did take a few weeks to receive the parts. As the gate system is only 5 years old, it is still under warranty therefore the board decided to utilize the warranty instead of replacing the units due to the large costs. When the gates are experiencing issues the *** board members decide the plan of action for closing or leaving the gates open. The board also switched gate companies 3 times since the start of the issues, until they found a company that has quicker response time and have been more efficient. This particular gate has also been hit by vehicles 3 times within this 6 months period which damages various parts of the gate at those times. Several of the damages have also prevented the gate from closing. The board has received a bid for replacement of the gate operators at the main gate which is experiencing issues and will be discussing the matter. The last incident in ***** was again damages from a vehicle ******* to enter through the gates and ultimately hitting the gate as well other components to the gate. 
  
  Management has emailed several updates regarding the Desert Inn Gate access being changed to residents only access  24/7. This change is due to a safety concerns with the backup of traffic that occurs on the major street as well as very expensive repairs to fix the ability to provide gate code access. 
  
  Parking issues in the community are addressed as reported. When management is made aware of situation, it is addressed via the violation process laid out by the ***s governing documents.  Homeowners are encouraged to report violations such as parking issues to management.