Complaints

This profile includes complaints for Associa Home Office - Dallas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Associa Home Office - Dallas

  5401 N Central Expy STE 220 Dallas, TX 75205-3347

  
• 

  Associa

  13208 NE 20th St Suite 400 Bellevue, WA 98005-2027

  
• 

  Associa, Inc.

  17049 El Camino Real STE 100 Houston, TX 77058-2611

  
• 

  Associa Sierra North

  187 W Main St Lehi, UT 84043-2145

  
• 

  Associa Hill Country - New Braunfels

  2345 Loop 337 STE 200 New Braunfels, TX 78130-8159

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/25/2025

  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.

  In February, the new management company Associa Tennessee sent me a letter and a coupon book for payment of dues (due twice a year). Payment was due by the end of January so I had already made a payment. The coupon book contained one coupon for January 2025....no coupon for June/July. I have requested several times for a statement or coupon book for July and they refuse to supply indicating it was sent with the welcome letter. What was included with the welcome letter was a coupon for January..that is all. How difficult can it be to send a statement. I believe no one in this HOA location has received anything for July. They are trying to push everyone to pay online and are charging a fee if you use a credit card.

  

  Business Response

  Date: 07/30/2025

  Hello *****:
  
  Thank you for taking the time to share your concerns through the Better Business Bureau.We want to begin by offering our sincere apologies for the confusion and frustration you experienced. Your feedback is incredibly important to us, and we are committed to addressing your concerns with transparency and care.
  
  We understand that the issue you raised was related to the billing communication processspecifically, the expectation around receiving statements for association dues. Historically, the Board opted to mail statements twice a year, while our management company provided a single annual coupon book containing two payment slips. We recognize that this inconsistency in communication may have caused confusion, and for that, we are truly sorry.
  
  To ensure this does not happen again, the Board has recently updated its policy and clarified expectations moving forward. From now on, management will mail individual statements prior to the due date for each charge. The annual coupon book will no longer be used. This change is intended to provide clearer, more timely communication and to better align with the preferences of the community.
  
  Additionally,your Community Manager should have already reached out to you directly by phone and sent a follow-up statement via email. If you have not received either,please let us know right away so we can ensure that information is promptly delivered.
  
  We are grateful for your patience and for giving us the opportunity to improve. Our goal is always to provide responsive, respectful service, and we are taking steps internally to ensure that our communication practices reflect that commitment.
  
  If there is anything further we can do to assist you or clarify, please dont hesitate to reach out. We value your voice and your continued involvement in the community.
  

  Customer Answer

  Date: 07/30/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/24/2025

  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 am at this point with these guys File a lawsuit: If other avenues fail and you have a valid legal claim, you may be able to sue the *** for harassment, defamation, or wrongful enforcement. In some cases, you may be able to recover monetary damages, including reimbursement of excessive fines, legal costs, or even punitive damages if the *** acted maliciously.They keep sending me letters of violations for a home that is been sold and new owner have occupied it for months, after done all the transfer paperwork and fees for *** in ************** moved on, bought a new home, moved in the new home and yet, still getting harassed by the incompetent staff of Linnfield...For 8 years I've put up with their incompetence and ignorance, and yet even tho I've left, they are still harassing me with "Violation letters"When calling their office, no one ever answers unless you choose emergency, and who answers that line has no way to contacts other team members?, This is next level of incompetence.I decided to put this here, specially for many to know, Linnfield Associa, is an incompetence entity for handling *** for linnfield, and also to see if they would answers here, since all have failed, and stop their nonsense, or I escalate the matter to my attorneys, and court.

  

  Business Response

  Date: 07/29/2025

  Associa is committed to the highest quality service we can provide for our communities and their residents.  We pride ourselves on the many satisfied clients we have and take our responsibility to the Homeowner Association communities we manage very seriously.  As the largest Community Association management company in the ***** we service thousands of residents and this includes those who are buying and selling and moving in to and from their homes.
  
  We comply with the laws and rules set forth in the states we operate.  This includes making certain that the residents moving out of one of our communities has satisfied their responsibilities to the Community Association. In some cases, this requires us to wait until the deed has been recorded, after the sale, to update our accounts to reflect the new owner,which can take 45 days or longer, depending on the municipality.  In the case here, this is what occurred and while it was certainly not our intent to trouble this resident, we needed to wait for the process to be completed.
  
  Associa regrets any inconvenience we may have caused this resident.  While this matter has been settled, and our account now shows the new resident, perhaps this issue could have been better settled with a phone conversation with our office.

  Customer Answer

  Date: 07/29/2025

  I have reviewed the business response and accept this resolution. 

  Because now they are telling me why didnt I called their office while I even left messages twice before coming here.

  At this point, I simply know they are incompetent workers, and glad I do not need to deal with them anymore.

• Initial Complaint

  Date:07/22/2025

  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.

  1. I moved into a condo at ************* ******** on 28 Nov 2025 2. The elevator was booked for 2-5pm with a key deposit of $150 (no receipt )This was the maximum time allowed by the office. There was a delay in keys bing released by the sellers lawyer and I arrived at ****** to meet my mover at 1:50pm 4. In addition 3 movers from 2 MEN & a TRUCK had arrived at a cost of $300/ hour 3. The driver **** ****** had arrived with my goods from ** in a 36 ft cargo carrier + full size truck (photo), an $8K shipment. Unfortunately the rear of a sedan parked on **************** was partially BLOCKING the entrance to the front of ************* ***It was IMPOSSIBLE for the full size truck+ cargo carrier to enter this parking lot ***This was an emergency situation The cargo carrier had to be UNLOADED by 5pm for the owner/ driver **** ****** to pick up a full load for *********************. **** had offered to confirm these details but sadly passed away in a fatal road accident in January 2025. 2 *********** declined to allow their employees to verify details 5. It was now 2:20pm and I had to find an immediate solution to unloading the goods and getting them into my suite by 5pm. The GManor office was closed and Magnum York uses an online service request for Ax. I did not call their emergency# since there was no time for discussion due to the 5pm deadline 6. Under EXTREME DURESS I made a decision to use the rear parking lot (where there was more than adequate room for the ************* carrier) to unload goods through the back entrance to ***************. Throughout this process **** ****** was in attendance at the back entrance at ALL TIMES? The entrance door was NOT alert with surveillance at ANY TIME Please note: had to delete description, not enough room I need to send BBB a FULL description, thank you Please feel free to contact me by email or cell phone at any time Thank you for your consideration of my submission *** ****** M **************

  Customer Answer

  Date: 07/30/2025

  From: *** ****** <***********************> 
  Sent: Tuesday, July 29, 2025 9:08 PM
  To: ****** ********* <******************************************************************************>
  Subject: Re: Message from ************************
  
  ******, I have explained that somehow this complaint was forwarded by ************************ to the USno idea how this happened, my apologies
  
  Please CANCELLMne arise I can only file this BBB request in ****** which I am trying to correct now
  
  Thank you
  EveHughes
  

  
  

• Initial Complaint

  Date:07/21/2025

  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.

  May 6, 2025: I sent Associa a check for $112,000 representing full payment for a special assessment due May 10.May 9: Associa stamped the check as received.June 20: Associa cashed my check.July 1: Associa billed me for $56,000, half the special assessment. Even though they received a check for the full amount, 7 weeks prior.July 14: I emailed *********************************************************** requesting an updated statement to reflect my payment. No response.After 11 weeks, Associa has not acknowledged receipt of a $112,000 payment.I need a statement from Associa, acknowledging payment and clarifying that the bill they sent me on 7/1 can be disregarded.

  

  Business Response

  Date: 07/22/2025

  Please see attached ledger that shows the payment of $112,000 received on the 20th June 2025.

  Customer Answer

  Date: 07/22/2025

  I have reviewed the business response and accept this resolution. 

  I was initially unable to find the payment record on ******, because the ledger was filed under a second account number that I was unaware of.

  ********************** should not bill people for items that were paid in full many weeks prior.

• Initial Complaint

  Date:07/17/2025

  Type:Sales and Advertising 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 had fire damage at my property and the ********************* has paid *** directly but they are being unresponsive in providing me the funds to cover the loss to my property. I have a mechanics lien on my property and being threatened with small claims court but they still remain unresponsive.

  

  Business Response

  Date: 07/18/2025

  The Community Manager has placed an emergency check request to have the insurance company funds distributed.  A check should be available by July 22 and can either be mailed or picked up at our office.

  Customer Answer

  Date: 07/23/2025

  I am rejecting this response because: it is 07/23 and I have not received a check or any correspondence indicating a check has been mailed.

  

  Business Response

  Date: 07/30/2025

  Mr. ********** check is still awaiting board approval in **********. The CAM will be reaching out to Mr. ********* today with an update.  

  Customer Answer

  Date: 07/30/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/16/2025

  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.

  Summer ****************************************************************** ($43K+ paid by me out of pocket). After the water mitigation the Property Manager for *** told me I should get the insurance company of the owner to pay for repairs. At that time, I did not know Maryland Law states that the *** is responsible for repairs, but the property manager did. After months of not answering calls or emails and avoiding me when I came to the office, the ***/CMC finally reimbursed me $30k and again told me to get the owner to reimburse the rest. Instead of doing what they were supposed to do and reimburse the full amount, its now over 12 months later and I still have not been reimbursed.

  

  Business Response

  Date: 07/21/2025

  I am responding based on information gathered from management staff and the Board of Directors who have complete knowledge of this event with a meeting to review later this month.

  Unit to unit leak occurred where all costs associated with repairs assessed were reviewed by the Board of Directors and agreed to a cost of $30k based on what was presented to them.  Any excess was deemed beyond original builder finished component by the board. 

  The Homeowner was advised of the amount; the board agreed to it based on what was submitted and a check was issued to the homeowner who was also advised to reach out to their own HO6 (contents insurance) for any betterments and improvements. The Board of Directors and management understand that the homeowners own insurance carrier denied any additional coverage due to not disclosing that this was a rental unit.

  The Homeowner addressed management who forwarded correspondence to the Board of Directors as well as Association legal counsel.

  As stated at the beginning of this correspondence there is a meeting set up July 30 or 31 with the homeowner and the Board of Directors to discuss this matter further.

   
  

  Customer Answer

  Date: 07/21/2025

  I am rejecting this response because:   As I explained before there were no upgrades to my home since I purchased it in October 2022. If they have proof of upgrades, please send it to me along with the cost breakdown to how they arrived at the $30,000. I truly hope that the proof they provide will total the same amount I am requesting be reimbursed.

  

  Business Response

  Date: 07/25/2025

  The following from the Board of Directors is our understanding of the next steps.

  In this past week, the Association Board of Directors has responded to the complainant and also directed their legal counsel to make contact with the complainant and their representative identified for this matter. 

  We understand that a meeting date will be set within the next ten days to review the "original components defined" with all parties. 
  

   

  Customer Answer

  Date: 07/25/2025

  I have reviewed the business response and accept this resolution. I hope to hear from them within 10 days.

• Initial Complaint

  Date:07/12/2025

  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.

  I have experienced some of the worst customer service imaginable with ********************** ******, managing Town Homes at ************After falling behind on dues due to hardship, I got current on my account and needed documents for my mortgage company. For five monthsfrom Feb 2025 to July 2025I was bounced around between my community manager, ****** ******, and their legal department at *************************************. Emails and calls often went unanswered for weeks. When ****** finally responded, she casually brushed me off or redirected me, and paralegal ***** ******** contradicted herself and was dismissive and rude, telling me to find the documents myself on public records.I even called Associas corporate office in *****, hoping for help, but they claimed they had no access to my property records and pushed me back to the local office. When I tried filing a formal complaint locally, the customer service manager dismissed my months-long delays by saying community managers get busy.Meanwhile, I faced critical deadlines with my mortgage company. Ultimately, I had to track down a director to get any movement. Then finally Kimmy provides something that could have been provided back in February.Associa Hawaii has shown complete disregard for homeowners who pay them significant fees for supposed services. Their workflow is a circus, and their treatment of homeowners is unacceptable.I strongly caution others considering Associa ******. They are disorganized, unresponsive, and utterly unprofessional.

  

  Business Response

  Date: 07/15/2025

  Associa Hawaii is the managing agent hired by The Townhomes at **********, and we thank you for the opportunity to provide feedback on this issue. As the managing agent, we operate under the direction of the associations Board of Directors.
  

  Thank you for taking the time to share this experience with us. We sincerely apologize for the frustration and inconvenience Mr. ******* has faced while trying to resolve his situation. His feedback is invaluable, and we are committed to addressing the issues highlighted.
  

  Subsequently, ******** from the attorneys office provided two Release of Notice of Liens to Associa Hawaii on July 10, 2025, which were forwarded to Mr. ******* the same day.
  

  We are deeply sorry for the lack of communication and support ********** encountered from our team, particularly regarding the delays and difficulties in obtaining the necessary documents. This is not the level of service we strive to provide, and we understand the impact it had on Mr.Kerstons personal and financial circumstances. Please know that we take his concerns seriously and are reviewing our processes to ensure that such situations do not occur in the future. We are also addressing the specific issues with the individuals involved to improve our service and responsiveness.
  

  Thank you again for your attention and understanding.

  Customer Answer

  Date: 07/15/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/11/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 25, 2025, a contractor sent by Associa *********** entered my home without a signed contract. After one hour, I called their estimator and asked for all work to stop. I followed up with a time-stamped text message to a family member and photos showing the work status. Despite this, Associa later placed a $2,859.42 invoice on my HOA account for services I revoked and that were never completed.I provided call logs, proof of prior carpet removal by my plumber, and measurement discrepancies. The contractor revised their invoice three times proof that the original charges were inflated but never corrected the bill to reflect actual work performed.Associa ignored my evidence, failed to act in good faith, and then escalated the matter to a collection attorney just days after I contacted the company president. This caused severe emotional distress, financial intimidation, and an unnecessary legal burden.

  

  Business Response

  Date: 07/11/2025

  Im writing on behalf of the Board of Directors to address your recent concerns about the event and the associated work completed in your unit and charges assessed to your account.
  
  First and foremost, I want to express our sincere apologies for the frustration this situation has caused you. We understand how upsetting and inconvenient it has been, and we deeply regret any stress or disappointment you experienced.
  
  To clarify our decision: the Association will not be charging your account for the work that was carried out in the unit and the attorney will not be taking any additional action. As per the Boards review, the matter is now considered closed, and no further action is required or pending.
  
  Your patience and understanding throughout this process have been greatly appreciated. If you have any remaining questions or need further assistance, please dont hesitate to reach out to us. We value your satisfaction and are here to help in any way we can.
  
  Thank you again for your patience, and please accept our heartfelt apologies for any inconvenience you endured.

• Initial Complaint

  Date:07/10/2025

  Type:Order 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 management company has had a HUGE delay in communicating with the cottage home owners. They have stated they were not aware that the cottage homes were considered condos and had monthly fees despite the fact they were assisting he ********* with dissolving the ****************** They consistently send mail to an address that does not exist. We were not informed that we had to set up 2 accounts to pay our HOA fees. They complete requests without any correspondence with the homeowner.

  

  Business Response

  Date: 07/14/2025

  We wanted to provide a comprehensive update regarding the Brookside Master Homeowners Association and the Cottages Sub-Association, following recent developments and our ongoing efforts to ensure a smooth transition.
  During the first meeting with the board, it was brought to our attention that there are two distinct associationsBrookside Master and the Cottages. This distinction had not been previously communicated to our team.
  We took the following steps to address the situation:
  Collaborated with the board and transition team to establish a framework for the Cottages Sub-Association.
  Entered two separate budgets to reflect the distinct financial structures of each association.
  Maintained consistent communication with the board and homeowners to ensure transparency throughout the transition process.
  Additional meeting with leadership and transitions to resolute as quickly as possible.
  
  It was also brought to our attention that the transition team had sent welcome letters and coupon books to homeowners of Cottages with incorrect names and addresses. Upon notification,we promptly informed the transition team of the errors. Once the information was corrected, I requested that updated welcome letters be sent directly from our branch. Additionally, I worked with the Accounts Receivable team to send the corrected coupon books directly, helping to prevent further delays.
  
  Another matter we addressed was an open insurance claim for the Cottages dating back to March 15, 2024. We acted quickly to assist the board and homeowners in completing outstanding work orders that predated the transition to ***** Management. This included coordinating with homeowners and the contractor to resolve driveway damage at three properties from the sub-contractor.  As a result, all three cases were successfully addressed, and Ms. ***** is among the homeowners receiving a new driveway.
  
  We have responded to all communications from Ms. ***** within 48 hours and, in many cases, proactively reached out to assist with the insurance claim and related matters to the amendment of Cottages being dissolved into the master.
  
  Its important to note that prior to the transition, *** and Mrs. ***** had been removed from meetings due to inappropriate behavior such as vulgar and physical threats and harassment to the board and other members of the association and ***** Management staff.Since then, we have worked closely with the board, the associations attorney,and the Lewiss to resolve the matter. They are now able to participate in meetings and have their concerns addressed appropriately. However, per the associations attorney we will only be working directly with Mrs. ******

  Customer Answer

  Date: 07/14/2025

  I am rejecting this response because:   I believe we are at a point where we will have to agree to disagree.  I do NOT trust anything they have to say.  As a matter of face I am sorry I ever submitted this complaint with the BBB because somehow I knew they would come out smelling like roses.  All one has to do is talk to other homeowners who feel as we do regarding *****************************  

  We did NOT have a smooth transition. 
  
  Who did not communicate with you that there were 2 distinct associations?  This still is not resolved.  You sent NO notification that we needed to enter a separate account for the cottages to pay those monthly fees.  For the cottage account to show up WE had to add it.  Unfortunately, to keep from being fined or have a lien put on our home I decided to pay my March, April,May, June, and July monthly fees under the only account on the website.  It was ONLY after I did this did, I hear from a homeowner that we had to put in the account number for the cottages.  I have sent an email to the ****************** asking them to transfer the amount I added to my Master account to the Cottage account.  Still waiting for this to happen.
  
  This should have NEVER happened.  We received mail last week from the management company with the wrong address. I should not have to inform you of my address regarding this when other mail is received with the CORRECT address on it.  Did you not get records from Sentry Management?
  
  Regarding the damage to our driveway and sidewalk the company's response is NOT true.  It did NOT date back to March 2024.  The damage to our driveway and sidewalk took place around August 1st we have it on our Ring camera.  You did nothing to expedite this matter.  As a matter of fact, according to *** ***** with ***, the company that caused damage to the sidewalk/driveway, the ********* and ******************, was the reason for the delays.  I spoke with her on June 23 and said she had just heard from them regarding the go ahead with replacing the damaged driveway and sidewalk.  We had to remind you on more than one occasion the previous ****************** was aware of the damage caused and was working on it as you told us you were not aware of this, but the minute we called you out on it you all of a sudden remembered that yes they were aware of the damage and was working on it the roofing company.
  
  You have NOT communicated with me when a request was sent in.  On MANY occasions my requests are closed without any correspondence from the ******************.  You did not reach out to me.  It was me reaching out to you.  I did all of this and this was never more evident than when the contact at the company told me you and the ********* were the delays in her reaching out to use to get the release signed so a check could be sent so we could proceed with the replacement.

  The company's last statement on their response had NOTHING to do with my response and was extremely inappropriate.  We were NEVER removed from association meetings prior to ***** Management taking over as we NEVER attended them or we never had them.  It was only after you took over that this happened.

  

  Business Response

  Date: 07/18/2025

  On July 2, 2025, a general account reflection letter was sent to all Brookside and Cottage homeowners, requesting that they review their accounts and contact management if discrepancies were found. Mrs. ***** responded via TownSq on July ******, confirming that her Cottage account was up to date and expressing her preference not to use coupons or the *******************. We acknowledged her message and thanked her for the update.
  
  Mrs. ***** also contacted us via email on June 10, 2025, and we responded on July 11, 2025,providing an update and confirming the transfer of her account. She later expressed concern via TownSq that her question had not been fully addressed and inquired about the delay. We responded to clarify the matter and confirmed that she was aware of the existence of two separate accounts. Communications are attached for revie wand record.
  
  Regarding the reported driveway damage, *************************** began service on March 1, 2025 due to a transition from a previous management company.. Upon notification of the issue, we worked with the association board, affected homeowners, and the contractor to investigate. The contractor identified their subcontractor as responsible for the damage that occurred during a 2024 delivery. We facilitated communication between the homeowner and the subcontractors claims department upon receipt of the information. A resolution was reached, and a settlement check was issued to the homeowner upon signing the agreement. We can also share the communications regarding the driveway damage if warranted.
  
  We strive to respond to all homeowner inquiries within 2448 business hours and are committed to transparency, timely communication, and community engagement. We appreciate Mrs. ****** involvement and will continue to support her and all homeowners to the best of our ability. As shared, there has been a cease-and-desist letter sent from the associations attorney due to reports of vulgarity and threats to the contractor and board members. Communications are attached for review and record. 

• Initial Complaint

  Date:07/09/2025

  Type:Order 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 HOA has failed to maintain paying the bills of the association in order to keep the pool and other amenities, which are the asset of our residence, open for use. It has been months of complaints in the middle of a Tucson summer without use of the pool that the residents pay for due to lack of fiscal responsibility on the part of the ****

  

  Business Response

  Date: 07/14/2025

  Thank you for the opportunity to respond to this complaint.
  
  This unit is a rental property. The owner, *** *********,reached out to let us know the pool key wasn't working. She was also asking for compensation due to lack of access. After looking into it, we discovered that the community WiFi had been temporarily disconnected because invoices were still being sent to the prior management company. As soon as this was identified, the issue was corrected. Pool access was restored within a few days, a week at most.
  
  We understand how important amenities are during the summer months and regret the inconvenience. That said, this was an isolated issue and was resolved quickly once brought to our attention. The Board has continued to act in good faith and with fiscal responsibility.