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:04/23/2025

  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.

  this company does not allow homeowners to pay dues in full. They only accept quarterly payments. They do not send out letters of when fees are due. They only send out threatening letters after the dues are late, and not even 30 days late. They continue to accrue fees and interest on the falsehoods that they are sending certified letters in the mail. Which I have yet to receive. I have received every single letter that they have sent from their office though. Strange. Our account rep refuses to communicate with me via email. I've been told the fee reminder is sent in email form, I have lived there almost 3 years and have had the same email since and have yet to receive said email. The HOA president did confirm that she has told the HOA company to never take fees off because those fees will cover the unpaid fees of other homes. Is that not illegal? I am a single mother working THREE jobs and I cant get anyone to help me understand or make this process smooth and work for both parties. I am tired of trying to work things out with them but i get no response. It is atrocious the fees and interest they're adding to my account without any notification of fees being due at all. at the end of the say I want to extra fees removed from my account and I want a letter 45 days before fees are due and/or Id like to be able to pay each year in full.

  Business Response

  Date: 04/29/2025

  We appreciate the opportunity to respond to this complaint.

  
  At Hatties Place HOA, we strive to provide flexibility and
  clear communication regarding dues payments. Homeowners are always welcome to
  prepay any amount toward their annual dues. In fact, we encourage full payment
  of the $285.00 Annual Dues at the beginning of the year. If a homeowner elects
  to pay quarterly, the amount is $71.25 per quarter. Dues are due on the first
  day of each quarter, and allowing quarterly payments was an accommodation
  approved by the Board to assist homeowners.
  Multiple payment options are available, including online
  payments, automatic bank drafts (ACH), and the "Frontsteps" portal,
  where owners can view their account history and make payments easily. Although
  these options have been available since January 2023, the homeowner has not yet
  registered for the portal. We would be happy to assist her with signing up.
  ******** has been utilizing the Quick Pay feature available on the HOA
  Management website, which allows homeowners to pay any amount they choose
  without restrictions. This flexibility has always been available to her.
  Regarding the homeowner’s payment history, records indicate
  that she has generally made quarterly payments, though at times they have been
  delayed. Her payment record is as follows:

  
  January
  2023: Paid 1/4/2023
  April
  2023: Paid 5/17/2023 (after the due date)
  July
  2023: Paid 8/10/2023 (after the due date)
  October
  2023: Paid 11/8/2023 (after the due date)
  January
  2024: Paid 3/25/2024 (significantly late)
  April
  2024: Paid 3/23/2024 (early)
  July
  2024: Paid 9/23/2024 (after the due date)
  October
  2024: Paid 12/31/2024 (after the due date)
  January
  2025: Paid 12/31/2024 (early)
  April
  2025: Paid 4/26/2025

  
  ******** has also paid late fees in the past when payments
  were not made on time. These fees were assessed according to the published HOA
  policies, which apply uniformly to all homeowners.
  Reminder emails are sent before each quarter’s due date to
  all homeowners. A late notice, including details of any late fees incurred, is
  sent to any homeowner who is more than 30 days past due. On December 28, 2023,
  the homeowner updated her email address with us, and we promptly confirmed the
  update. Regarding the certified mail sent on December 11, 2024, postal records
  confirm a notice was left for pickup on December 12, 2024.
  Addressing the concern about late fees covering other
  homeowners' unpaid dues: that statement is inaccurate. Late fees are assessed
  solely on accounts that are past due and are applied specifically to each
  homeowner’s account. The Board’s policy is to apply fees consistently to ensure
  fairness across the community.
  Going forward, we will continue to ensure quarterly
  statements are emailed before each due date. Our office remains available to
  assist the homeowner with any questions or concerns regarding her account.
  We value our homeowners and are committed to providing the
  best possible service and communication.
  Sincerely,
  *** *****
  President
  HOA Management

  Attachments

  Statement dated 4/28/25

  Collection Policy

  Email Confirmation

  Certified Letter Verification

• Initial Complaint

  Date:02/14/2025

  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'm paying.my Hoa fees monthly. Now they are trying to charge me administrative fees, intrest, and certified mailings fees. There is nothing in any agreement that states a admin fee or intrest will be charged to my property for month to.month hoa fees paid to them. Now they sent a letter certified stating I may have to pay legal fees for not paying their arbitrarily fees. They ***'t answer my e mails asking for written proof from the original covenants, which are still the covenants to this date. They bully, therten, and avoided answering any questions or proof that these charges are valid.

  Business Response

  Date: 02/18/2025

  *** ******* Emailed me for a copy of the Governing Documents for Finns Retreat as he was questioning the Late Fee Policy. He was paying in arears, but the Documents and Late Fee Policy require that the Annual Assessment for the year is due no later than July 1st each year and is considered late after September first.  I sent him the attached email and a copy of the Late Fee Policy explaining the policy and he responded to my email thanking me for the clarification.  He then reached out to the office and paid the current outstanding balance.  I also spoke to him via telephone and trust he is satisfied with our response.

  Business Response

  Date: 02/18/2025

  Attached is a copy of the Email and Collection Policy that I sent to *** *******.

• Initial Complaint

  Date:01/13/2025

  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.

  Our HOA meeting was canceled and never rescheduled. We have never recieved bills for HOA dues this year. I feel as if our HOA members are NOT getting what we need from this HOA management company. I’m not sure who is responsible for the delinquent billing or the lack of communication but for the amount that this neighborhood pays this company we should be receiving better service. I would love to have someone call me at ************ and explain to me why we aren’t receiving the services we have paid for!

  Business Response

  Date: 01/15/2025

  We have spoken with Mr. ****** and
  identified the issues.  Mr. ****** and I
  are addressing these problems and will make every effort to correct them.  We have also taken steps to overcome the
  miscommunication between our office and the board and have offered Mr. ****** my personal cell number for him to call me in the event the issues are not
  corrected.
  
  *** *****
  President

• Initial Complaint

  Date:05/22/2024

  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 pay this HOA company monthly as they manage the complex I’ve lived in since 2008. In 2020, they replaced the roof on my building and my attic fan cover was damaged and at least one vent pipe was reinstalled incorrectly as a result.
  
  I have contacted them several times since then to fix the cover but they were not able to. I was told on May 7, 2024 (in writing) it would be replace within the month, but have not heard anything since. My email requesting an update on when I can expect this to be completed this week has been unanswered.
  
  I want my attic fan cover to be replaced as promised and approved by the board. They also need to address the vent pipe while they are replacing the fan cover. Thank you.

  Business Response

  Date: 05/31/2024

  **** ******
  5/31/24
  Please be advised that Pleasant Tract Community is a PUD
  (Planned Unit Development) under a Declaration of Covenants, Conditions and
  Restrictions (The Declaration).  Pursuant
  to the Declaration, the attic fan on the roof is a Limited Common Element
  (Limited to the sole use of the Owner of the unit) and is the sole
  responsibility of the Owners to repair and replace the attic fan.
  
  In September of 2023, Mrs. ****** complained about Stink bugs
  getting into her attic through the attic fan, which she claims was damaged when
  the roof was replaced and wanted the attic fan replaced.  Our Maintenance Tech inspected the attic fan
  and found that fan had some dents on it but was secured properly to the
  roof.  Her request was declined.
  
  Mrs. ****** complained again about her attic fan being
  damaged and as a result Stink Bugs were getting into her attic through the
  Attic Fan.  We sent another Maintenance
  Tech out to inspect the attic fan and confirm that it was not damaged and has
  been properly caulked.  ******* confirmed
  to the Board on 4/30/24 that the attic fan was inspected and that the attic fan
  issue had been resolved on our end.  She
  told the Board that no matter how much we seal the existing fan or a new fan
  the Stink Bugs were going to get in.  She
  told the Board President in an email that the issue was resolved.  That email is attached as Exhibit #1.  She also informed the Board Member that Mrs.
  ****** was rude and hateful to her and preferred not to have to communicate
  with her.
  
  Mrs. ****** continued to harass the Board about the recent
  Assessment Fee increase and about replacing the attic fan.  On May 1st, a Board Member responded that the Board “was not going down this road” and that Mrs. ****** needed to accept
  the fact that the increased Assessment Fee was approved by the
  Association and her Attic Fan was not going to be replaced by the Association.  Exhibit #2.
  
  On May 3rd A Board Member responded that the Board
  would no longer tolerate her rudeness and that the May 3rd response
  was the Boards last response on the issues she kept complaining about.
  
  On May 7th we sent out our Maintenance Director to
  confirm that the attic fan was properly sealed.  Mrs. ****** was rude and hateful to our
  Maintenance Director and would not let him get on the roof to inspect the attic
  fan.  She told him to get off her
  property.  She told him she was going to
  have her husband get another roofing company to replace the attic fan.    ******* called her to try and reason with
  her.  Mrs. ****** yelled and screamed at
  her so she hung up.  Mrs. ****** then
  began a campaign to harass the Board Members to get a new attic fan.  Please see exhibit #4.
  
  Late in the day on May 7th, the Board decided to
  appease Mrs. ****** and have HOA Management replace her attic fan.  They were tired of dealing with it.  The Board contacted ******* to let her know
  they approved replacing the attic fan at the Associations expense.  ******* was out of town that week, so the
  work order to replace the attic fan was processed on May 13th.  The part had to be ordered which arrived on
  or about May 24th and was installed on May 30th.  Please see exhibit #5.
  
  Finally, this is not the first time Mrs. ****** wanted a Limited
  Common Element replaced.  Please see
  exhibit #6 dated March 14th 2018 from the Associations attorney
  responding to her complaint on March 9th 2018.   The
  letter clearly explains Mrs. ******** responsibility to maintain her Limited
  Common Elements which in this case is her yard.
  
  HOA Management respectfully requests that the BBB close this matter
  and remove claimant from its active files. 
  HOA Management has a long history of providing fair and equitable
  service to the Associations that we manage.

  Business Response

  Date: 06/03/2024

  Please be advised that **** is correct.  I confused her with one of the other members
  in the community.  For that I am truly
  sorry and will apologize personally to ****.
  
  It is my understanding that the only way to fix the hood to
  the attic fan was to install a new Attic Fan because they no longer make the
  fan that was damaged.  Once we got Board
  approval, a new attic fan was ordered.   
  
  The Attic Fan was replaced with a new Attic Fan on Friday May
  31st by ***** ******
  
  Sorry for the delay in getting the hood replaced.

  Customer Answer

  Date: 06/04/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:03/11/2024

  Type:Product 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.

  Was sent my annual HOA fee a month after it was due on February 22nd (postage shows it was mailed on February 19th), due date was January 1st. The bill has a QR code to pay online that doesn't work. I called last week on Wednesday or Thursday and they said it cannot be paid online and I had to bring in a check or mail one. Today, I received a second notice saying I owe *** *n late fees for February and March.
  
  This is a predatory tactic to get more money out of a new community and it is plain wrong. This HOA provides no real service to the community and is a scam. All they say it is for is for upkeep of the community sign and a retention pond that to this day DOES NOT EXIST. Terrible scam of a company. I have sent my check in the mail for the **** to this HOA company that provides no service to it's members. Will be voting to abolish it as soon as it is no longer in the hands of DR Horton.

  Business Response

  Date: 03/12/2024

  Thank you for contacting HOA Management regarding this
  issue.
  

  Summit Place Homeowner Association, Inc operates under the
  direction of DR Horton, Inc, the declarant, with HOA Management tasked with
  overseeing its operations. We assure there is no fraud or scam pertaining to
  Summit Place.  HOA Management maintains
  the Books and Records for the Association which are available for review by the
  membership upon request at any time during business hours.
  

  On November 19, 2023, we obtained the title check for the
  property at Summit Place purchased by Mr. ********* At the time of closing, Mr.
  ******** paid a Capitol Contribution, indicating the property's affiliation
  with an HOA, along with a prorated assessment fee for 2023. These amounts were
  necessary and collected from Mr. ******** during the closing process.

  We note that Mr. ******** contacted us on 2/22/2024
  regarding his account and left a message for the account manager. The account
  manager did call him the following morning, answering Mr. ********’s questions
  pertaining to what the HOA fees are for. Renee provided clarification on the
  expenses, fees and the budget, also noting that these details should have been
  explained by his real estate agent during the purchase. At no point in the
  conversation did Mr. ******** inform us that he planned to make a payment online
  and or that the payment portal was unavailable. Summit Place is a new
  subdivision with the first closings the first of December and therefore the convenient
  online payment function was not available to accept payments until just recently.
  

  Mr. ******** states that he called the office last Wednesday
  or Thursday.  He asked about the online
  payment portal and was told it was not available at this time and that he
  would need to mail in his payment or bring it by the office.
  

  In view of the situation, we are willing to remove the late
  fees from his account so long as HOA Management receives the check for the 2024
  Assessment no later than March 31, 2024. If Mr. ******** wishes to pay the
  annual assessment online, please have him call the office and speak to Mandy and she
  will be happy to walk him through the process.

  I trust that this resolves the matter, and if there are any
  further inquiries, please feel free to contact HOA Management.

• Initial Complaint

  Date:12/22/2022

  Type:Product 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 am a homeowner and board member in in Oak Ridge, TN and HOA Management Inc. has participated in unethical business practices with our HOA funds.
  
  $549 in copy fees
  
  
  We were charged $549 in copy fees in a month where no bulk mailings were placed and the month we gave notice to terminate our contract. For context, in August (the month of our Annual Meeting) and when we did bulk mailings to all of our homeowners our copy fees were $355.50. We have requested our money back or an itemized list of copies made to come to over $500. No response has been received.
  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2023/01/04) */
  The following is what we sent too on 1/3/23 with regard to the 3-line items they are requesting an explanation of charges. There is the $195.00 to investigate the increased water usage and the $549.00 in copy charges. A copy of the response to is attached. The following is an explanation of the charges.
  
  Please see the attachment with the explanation of the Postage and copies charged. The Postage and Copy charges are billed in the month after the actual chargers. August Charges were billed in September.
  
  There were 1,833 copies charged at .15 or $274.95. Those copies were as follows: On 8/1/22 we sent out a 4-page mailing of the Bios of the Board Candidates to 203 Members which equals 812. We made the following copies for the 8/8/22 Turn-over meeting; 100 copies of the 4 page Financials Report which totaled 400 copies and 100 Copies of the 5-page Bios which totaled 500 Copies. We sent a 79 Page Welcome Letter to McGregor on 8/23/22. There were 2 copies of the 20 Page August Financials or 40 copies and a copy of an invoice and a check.
  Totals812 + 400 + 500 - 79 - 40 - 2 = 1,833.
  In accordance with Exhibit "a" of our Contract, We also charged $1.35 for each of the 203 Members that we sent Bios to on 8/1/22 for a total of $274.05. Exhibit "A" is Attached.
  
  Hopefully this fully explains the Postage and copies Charges for August that were billed on 9/2/22 in the amount of $551.60.
  
  
  Consumer Response /* (2000, 7, 2023/01/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Owner has said he will write letter apologizing for poor communication and taking back his threat to sue us. I am accepting this response in good faith that we will receive this letter as promised. Although he initially sent an email saying he would refund the money if we gave a specific amount and then flip flopped. I still think that not providing us with the contract and not communicating was not good business practice. If I do not receive the letter as promised I will reopen complaints on this company.

• Initial Complaint

  Date:12/22/2022

  Type:Customer Service 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.

  $195 repair charge that appears fraudulent
  We were charged $195 for irrigation repairs. We didn't know that anyone came out to do repairs - we were never shown an invoice for approval, and the payee is listed as HOA Management rather than a plumber or landscape company. HOA Management Inc. was so slow to get a leak looked at and we had water gushing down the street that we (the board) hired our own Plumber to take care of the situation. We asked them to look into it on September 17. We assumed they had just dropped the ball completely due to the lack of communication. However, the claim that sometime in October (after we had paid our own plumber to repair) they came out to repair. We have requested reimbursement or at least pictures of the repair and a detailed description of the issue, including the exact location for future reference. None of this has been provided.
  

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 6, 2023/01/04) */
  
  The following is what we sent to on 1/3/23 with regard to the 3-line items they are requesting an explanation of charges. There is the $195.00 to investigate the increased water usage and the $549.00 in copy charges A copy of the response to is attached. The following is an explanation of the charges.
  There were actually 2 separate leaks:
  First Leak
  Please be advised that there were 2 leaks in question, one at each of the Entrances. Please note the 1st attachment "Harbour Pointe 1st leak repaired. You will find that emailed the Board on September 14th at 3:42 PM and advised them that there was a spike in the water meter over last month and asked if they wanted us to send someone out to check on it. The Board responded on Sat 9/17/22 AT 4:36 pm "Yes please have it looked into seems to be a big difference". A work order was created Monday 9/19/22 at 9:04 AM. from our maintenance staff inspected both entrances on 9/22/22 and found a leak in Zone 3 of the front irrigation system. A connection came loose on a T Connection at the base of the Pompous grass plant. There is a picture of the clamp put on the hose that came loose from the T connection.
  
  and I went to take a picture of the repair and found that when they winterized the system and blow out the lines, another hose on the T Connection came loose. You will need to put clamps on the other 2 hoses to make sure they do not come loose when turning the system back on in the spring.
  Second Leak on Chainring street
  Please review the second attachment named Harbour Pointe Second Leak Reported. You will see that the Second leak was reported at the other Entrance on Saturday 9/24/22 at 2:19 PM in an email to Renee. The Board stated that they had a plumber in the neighborhood fix the leak.
  There were obviously 2 separate leaks. We fixed the first leak as instructed in the email from the Board authorizing us to do so. I trust that this explanation answers the question on this issue.
  I order to protect the integrity of our company; we will refund the $195.00 charge if they feel the explanation is not satisfactory.
  
  
  Consumer Response /* (2000, 8, 2023/01/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company provided adequate explanation for the charges and has agreed to repay the $195 on the irrigation repair. We appreciate their willingness to work with us to resolve this matter.

• Initial Complaint

  Date:08/24/2022

  Type:Product 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 an owner of a condo in the River Towne complex that HOA Management, Inc. is involved with. Last night my vehicle was wrongfully towed out of the parking lot. The tow company said that OWNERS must have a GUEST parking pass in order to park at the building. This was completely new information to us as the written notification of new parking passes being issued was stated to involve tenants, not the owners. Along with this, upon closing on the unit ~6 months ago, we were informed the only place that required a pass to park was the garage under the building. My husband & I have one car each, 2 total for the unit, & there is only one space in the garage dedicated to our condo. My other car must park outside in the guest lot. However, there was no notification of necessary pass ** order to park in the outdoor lot. HOA gave zero assistance, help, understanding, or offer any support for their owners. In fact, they were extremely difficult to reach, & once someone finally got through to them on the phone, we were met with utmost disgust for involving the HOA in this issue and absolutely no attempt to resolve the problem. For paying $350/month to this company, they surely offer absolutely no assistance to their owners and would rather not be bothered by notification of any wrongful doing on their part. They have done nothing to assist in the matter.
  This is not the first issue with HOA that we have had. They have refused to fix our ceiling from a leak that happened months ago & their maintenance team has come into our unit unnotified on multiple occasions. As owners, we have a right to privacy within our home & trust that our car will be there when we wake up.
  I am requesting that the charges of $93 to retrieve my vehicle be refunded or credited towards my next month's HOA dues. In addition, it would only be fair to mail your owners the required parking passes in order for them to go about a normal life in the complex without fear of personal property being removed.

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/09/02) */
  
  The Complaint stated that the Association wrongfully towed their car out of the Parking lot. To clarify Mr. ***** stated in his call to our Association Manager, ******* that "His new car had been wrongfully towed from a Visitor Parking Space". ******* asked him if he had an Owners Parking Tag on the car. He said "no, its a new car and we did not get on yet. ******* told him that all Owners cars must have Owners Parking Stickers unless parking in the numbered space in the garage. He began to get loud and talked over Shannon as she tried to explain the Parking Regulations. He later told her "This is ******** and hung up the phone.
  The Parking Regulations effective December 1, 2017 were sent via email to them on April 13, 2022 just after they moved in and they confirmed receipt of the Welcome Packet on April 19, 2022 via email and asked some additional questions regarding the Rules and Regulations. ******* answered all their questions via email the same day. The attached Parking Regulations were in the Welcome Packet and are posted at the mail box kiosk and at the elevator in the garage. We believe they were aware of the Parking Regulations because they admitted that they have 2 cars of which one car has been parked in the garage and the other car has been parking Outside in the Residents and Visitors parking lot for four months since they moved in from April to August without being towed which we assume they knew an Owners Parking Sticker was required in order to park Outside.
  The statement that we were hard to reach is not true. Mrs. ***** left a Voice Mail for Shannon at 9:38 AM because ******* was in a meeting. She spoke to Mr. ***** an hour later after she got out of her meeting.
  The Association has no choice but to strictly enforce the Parking Regulations because as noted on the Perking Regulation dated December 1, 2017 there are only 96 parking spaces for the 82 unit Condominium which is barely 2 spaces per unit. The Condominium is located on Fort Loudon Lake and has boat slips and a pool which causes the Owners to have numerous guest. Therefore preserving parking spaces for the Owners is a priority.
  We are sympathetic for the inconvenience the *****'s experienced as a result of their new car being towed and for not taking the time to obtain an Owners Parking Sticker for their new car. However the Board of Directors for the Rivertowne Homeowners Association has a strict policy against reimbursing Owners for towing expenses if their vehicles are towed as a result of their failure to follow the Parking Regulations by having Owners Parking Stickers on their vehicle. Parking Stickers are available Monday thru Friday from 9:00 AM to 5:00 PM at the offices of HOA Management Inc.
  
  
  
  Consumer Response /* (3000, 13, 2022/09/02) */
  They do not have our story correct. we do not park in the garage because my smallest car doesn't hardly fit in the space due to a column taking up a large portion of the spot. because of this, we have been parking in the 'guest' lot outside. It should also be known that ******* has stated rules that are different from what the list of parking rules posted by the elevator and the document she emailed me. We were under the impression that you only needed a pass if you were parking in the garage. She has stated you do NOT need a pass to park in the garage - however this is not stated on the parking rules either. The rules need to be clarified and simply stated.
  
  In addition, there has been no response to the trespasser who entered our home without any notification. The HOA is the only one who had our code (when they come check a leak which they have also still not fixed and this happened in april) and we come home one day to find a blanket of drywall dust coating our entire bedroom and into our living room, with work-boot footprints entering and exiting our bedroom. So not only did they not mention the need to get into our private residence, they left it in a huge mess, leaving us responsible for cleaning up after them. This is incredibly unprofessional and makes me feel unsafe being in my own home, since it seemed so easy for them to come in unannounced.
  
  
  Business Response /* (4000, 15, 2022/09/13) */
  Once we received their additional complaint, we contacted them and made arrangements for me and our Maintenance Supervisor to meet with them on Thursday September 8th at 8:00 Am to clarify the Parking Requirements and to investigate the claim with regard to the repairs from a sprinkler system water leak.
  
  We found that the repair had in fact not been completed properly and was not done to our company standards for repairs.
  
  ***** our Maintenance Supervisor apologized for the poor work that was done and offered to come back at their convenience to completely de-do the repair. ***** set an appointment to come back and correct the repair on the next Monday. ***** cut out the poorly finished drywall and replaced it with a new piece of Drywall. He put on the first Coat of Plaster and made arrangements to return next week to prepare the ceiling for painting.
  
  ***** and I both apologized for the manner in which this work order was handled and assured them it would not happen again. I believe he even gave Mr. ***** his cell number. ***** let them know that he would personally complete the repair to their satisfaction.
  
  Before we left Mr. ***** offered a suggestion to help with the parking problem at Rivertowne. We asked him to put his suggestion in writing so we can submit it the Board for consideration.
  
  Due to the *****'s unclear understanding of the Parking Regulations Rivertowne, we are going to make signs for the mail box kiosk and at the elevator in the garage that will make it clear to Residence and guests the Parking Regulations.

• Initial Complaint

  Date:08/10/2022

  Type:Customer Service 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.

  For the past year community members have been asking the HOA company for financial details about where money is being spent. They will not provide any of this to us. Today 8/9/22 they sent a special assessment for a new security system that will total over $12,000. There is only 4 doors on the building they are adding the security too. Again there was no itemized quote and the HOA community manager, Renee McCammon refuses to show financials for this special assessment. The company does not care about their consumers. Their Google has bad reviews dating back 7 years.
  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/21) */
  ***** from our office received a call from Mr. *** on Tuesday August 9th to complain about the Special assessment imposed to upgrade the security at the clubhouse due to 4 recent instances of vandalism. He became very belligerent and talked over her when she tried to respond. He never asked for a copy of the Financials. The next morning he somehow located her personal cell phone number and called her at her personal residence at 7:25 AM. She called me and told me she was terrified and felt like he was stalking her. I told her not to respond to him.
  With regard to Members asking for copies of financials, we have never refused to send copies of the financials to members of the Community when they have requested them.
  Incidentally a meeting had been planned with the Developer on Monday August 15th to explain to the Members the reason for the Special Assessment, review the financials and discuss other issues of concern in the community. Mr. *** did not attend. ***** has since sent him copies of the financials and the detailed Proposal for the New Security System as requested.
  Minutes from the August 15th Members meeting will be sent out next week to all the Members once they are approved by the Board. Copies of the financials from the Master Association and the sub community Mr. *** belongs to are attached.
  Mr. *** is a Member of the Governors Landing Association which is currently under Developer Control. Governors Landing is under a Cost Sharing Agreement for the Clubhouse and common areas with the Cottages at Governors Landing. The Board of the Cottages at Governors landing Association handled the Biding Process for the Security System.
  
  We have never refused to send Financial Information to a member of the many Associations we represent once they have ask for them. We even offer for them to come by the office so that we can explain the financials and answer any questions they might have regarding the financials or their Community.