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 Home Office - Dallas

  301-1195 West Boardway Vancouver, BC V6H 3X5

• 

  Waccamaw Management, LLC

  4102 Carolina Commercial Dr Myrtle Beach, SC 29579-4222

  
• 

  Evergreen Management Group

  17 Commerce Dr Bedford, NH 03110-6981

  
• 

  Associa, Inc.

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

  

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:10/30/2024

  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.

  The business is trying to extort money from the community members. Their fees are unwarranted and are not consistent. They are avoiding speaking to me (specifically ******* ******) and now denying my solar application with the jurisdiction that my fence is not within guidelines. When I tried to rectify this issue, I was ignored. This is unacceptable and I have chosen to speak out for those who cant. The safety of my family is priority and I will put nothing in the way of that.

  

  Business Response

  Date: 11/11/2024

  We are actively working to address ***** *********' concerns. 

  Customer Answer

  Date: 11/11/2024

  I am rejecting this response because:

  I have not received any correspondence since my initial complaint.

  

  Business Response

  Date: 11/18/2024

  We are actively working to address Imani *********** concerns.

  Customer Answer

  Date: 11/19/2024

  I am rejecting this response because: My HOA has not made any efforts to communicate since my last communication with the BBB.

• Initial Complaint

  Date:10/30/2024

  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.

  Associa employee **** ******** contracted our company ******************* to perform services on a property managed by Associa. It has been over 6 months since the work has been performed and our original invoice was $8092.65 which has now been adjusted to $10806.55 due to penalties. When you call this companies office they have outsourced their customer service so it is impossible to reach an actual employee or decision maker. They direct all invoices to be emailed to an invoice email that never responds and respond to all complaints and negative reviews with an admin email that also never responds. Reading through reviews it is actually shocking that this rather large company is operating the way they do with numerous complaints alleging complete neglect, failure to provide financial reports, etc. The failing to pay an invoice on behalf of a building makes no sense because it is ultimately the owners of the property paying the bill. The only logical reasoning behind this is that the company is involved in significant fraud and theft. Not only will we be filing a lawsuit if this is not resolved but we will be informing federal and state authorities to investigate this company.

  

  Business Response

  Date: 10/31/2024

  Good afternoon, 

  The vendor has been contacted via TXT- by our Regional Director of Operations (Luisana)  and confirmed that they will receive their check on Monday.  As of 10/30/2024 the association has just received the insurance payment and it is being deposited today 10/31/2024

• Initial Complaint

  Date:10/29/2024

  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.

  PCM Carlsbad Office *************************************************** Managers: ****** ***** (current) & *** ****** (retired recently)The manager *** ****** refused to have monthly meetings. Both managers refuse to follow strict election and secret ballot rules as required by the *****-******** laws in **********. There is suspicion these elections are not being held correctly because embezzlement, kickbacks, and fraud may be involved with the manager(s) and two of the ********* members who have been serving for many years. *** intentionally left off two candidate's names from the ballots, one in the 2023 election, and the other in the 2024 election. They also never contacted an Inspector of Elections, as is required by law. Instead, *** collected the ballots, which is not ******** addition, the *** bylaws specifically say there can be four board director positions; however, the manager(s) refuse to let anyone else be on the *********. The two board members refuse to have a forensic audit done, instead letting the management company use friends to do a visual audit.

  

  Business Response

  Date: 11/07/2024

  Subject: Response to BBB Complaint Terracina Escondido II Election Process
  Dear ******,
  Thank you for reaching out regarding your concerns about the recent election process at ******************* II. We understand the importance of conducting elections in full compliance with civil code and the communitys election rules.
  Our Director of ******** has thoroughly reviewed the election procedures and is actively collaborating with the board to ensure they align with all civil code requirements. To address your concerns, the board has decided to redo the election, adhering closely to these guidelines to guarantee transparency and accuracy.
  Additionally, we are currently gathering bids from third-party professionals to serve as Inspector of Elections, which will provide an impartial and reliable process going forward.
  We appreciate your feedback and are committed to improving this process for the benefit of the community.
  Best regards,
  ***** ********
  President, PCM
  

• Initial Complaint

  Date:10/29/2024

  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 a homeowner at ******** at ******* in *******, **, and I have been following up with my property manager, ******** *******, regarding the unprocessed HOA payment for October 2024. Unfortunately, this issue remains unresolved.On October 1st, my bank processed two check payments (at attachments): $25 for a new pool card, which was received, and $220 for the October HOA payment, which has not yet been processed by the property management. Since mid-October, I have proactively followed up with ******** to clarify whether the $220 check might be missing and to determine if a replacement check should be issued. ******** assured me that the accounting department would investigate. However, despite multiple follow-ups, I have not received any further updates in over two weeks.I kindly request that Homeside:1. Double-check whether my October HOA payment has been received. If not, I am prepared to have my bank issue a replacement check.2. Waive the $22 late fee, as the delay appears to be due to the check not being processed and the lack of timely resolution to my inquiry.

  

  Business Response

  Date: 11/04/2024

  I have attached a response.

  ****** ******

• Initial Complaint

  Date:10/28/2024

  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.

  ********************************* owed me $777.32 since August of 2023 after requesting my money on more than 1 occasion I went to the office at ********************************************************* in August 2024. At which time I was told they could not issue a check from that office but the would have one sent and verified my address ************************************************************* On 9/30 a month later my account showed a refund was issued I called on 10/02, 10/15 and 10/21 because no refund was received. On 10/21 I was advised that the check was sent to an address in Tucson Arizona. I received a letter dated 10/18 they are charging me $45 in fees and reporting to collection because I did not pay Association fees of $388.32. They were advised I was not paying Association fees until I received the money that was owed to me Nov 2024 Unfortunately I was unable to upload documents due to file is to large however, I do have all supporting documentation

  

  Business Response

  Date: 11/08/2024

  Our team is actively working to address Ms. ************ concerns. 

  

  Business Response

  Date: 11/11/2024

  ******************* ******* ****, spoke to the customer on 11/5/24.  The customer was correct that a refund check had been processed and sent to an incorrect address in AZ.  During the recent customer call, Ms. **** advised Ms. ********** that the refund had been re-processed as of 11/1/24.  Additionally, Ms. **** submitted a change of address for Ms. ********** to ensure the replacement check was mailed to the correct location.  The account ledger was reviewed together and a waiver of $45.00 in fees was processed that had been charged erroneously with the customer never having received the initial refund check.  Ms. ********** was provided the account balance of $538.32, which includes both October assessment not yet paid and the November assessment.  The customer acknowledged the balance and indicated she would make payment of that amount.  Processing of customer refunds takes approximately 2 weeks.  Including mailing time, we anticipate the customer will receive the check between November 23rd-30th.

• Initial Complaint

  Date:10/28/2024

  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 called Associa/Principal Management in August 2024 to let them know that I was selling my condo and closing on 8/24 so that they can stop auto-pay, but also because I have a credit on my account of $299 and needed that reimbursed. It is now 10/28 and I have not received my money back yet, and on top of that, they CHARGED me for the September *** **** and I do not even live there anymore! I have called them FOUR times in an attempt to get this resolved and they keep telling me the same thing "we are escalating this and a manager will call you back" I have not received ONE phone call and now I have not lived at my previous condo for over two months now! Whenever I call customer service and ask to speak to a Manager they say that there is no direct line for them. So, I literally have no way to speak to a billing manager directly to get my money back. This company is stealing from me!

  

  Business Response

  Date: 10/31/2024

  Mr. ***** owned a unit in the View at ******* A refund of Mr. ******* $293.24 credit balance was mailed on August 8, 2024. That check was never received by Mr. ****** Subsequently Mr. ***** sold his unit on August 21, 2024, but his monthly direct debit was not turned off prior to the September assessment being pulled from his account. The replacement check for the $293.24 lost check, and the refund check for the $332.67 September assessment payment were both sent to Mr. ***** by ***** yesterday for delivery today.

  Customer Answer

  Date: 10/31/2024

  I have reviewed the business response and accept this resolution, but as I wrote on an email to the company, it is ridiculous that after calling the customer service line on four different occassions and emailing the property manager (*******) twice, I had to resource to messaging the President of the company in order for someone to address my concerns. They need to do a better job in training his customer service department to ensure this doesn't happen to another resident ever again! 

• Initial Complaint

  Date:10/25/2024

  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.

  The ********************************* a Florida Limited Liability has been nonresponsive to requests to release unit 104 to close. The unit owner ****** ********* is elderly and disabled. He has been compliant with all necessary requests and provided right of first refusal opportunity as requested. His closing has been delayed due to non-responsiveness of the *** representative ******. He is at risk of losing the buyer. If he loses the buyer, he will be unable to pay his mortgage resulting in possible foreclosure. He has been discriminated against due to his disability and age by the *** with non-compliant requests of the unit owner not listed in the CC&Rs and lack of timely responsiveness as well as their failure to maintain the plumbing system throughout the building. Immediate responsiveness must be taken regarding release of the condo unit so the closing may occur.

  

  Business Response

  Date: 10/29/2024

  Good afternoon, 

  The Board and management team have been in communication with this owner and his daughter and their title company since September. All of the necessary information and documentation has been provided to satisfy their closing requirements. The account is also in arrears which will need to be resolved as well prior to closing and the owner was advised of the same. No pending maintenance work is requested or needed on the association's end as the interior of the units is the responsibility of the owner.

  The association has been responsive and has addressed all questions and concerns regarding this pending closing. We consider this matter finalized and closed on our end. 

   

  Thank you!

  Customer Answer

  Date: 10/29/2024

  I have reviewed the business response and accept this resolution with one additional comment related to the delinquent dues. They have advised that these can be settled upon closing of the property.

• Initial Complaint

  Date:10/25/2024

  Type:Delivery 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.

  In May of 2024 I reached out via email to Homeside Property, property manager ******** ********. ******** is the Property Manager for the ****** of ******** in ******, **. In the email I shared that my exterior patio door frame had visible water damage/wood rot and needed to be repaired. ******** replied that the repair was my responsibility as the unit owner and that I should refer to my governing documents. I asked her to provide the page number or section where I could find this information and she did not respond. I made repeated requests for assistance via email and phone. I even reached out to other Homeside Property staff (***** ***** and **** ******) but did not receive any assistance. After 3 months of attempting contact via phone and email I submitted a work order on 8/19/2024 with screen shots of the governing documents reflecting that all exterior surfaces are the ***'s responsibility. ******** later shared that the *** would add my "touch-up" to the fall list. I asked for a timeframe and none was given. I've followed up every 2 to 4 weeks and have no additional information. Since then I submitted another work order for a different issue: visible water coming in from the outside due to a crack in my garage concrete slab. This crack was addressed back in ****************************************************************************************** reviewed. It still shows as pending. Due to my concerns with my slab I had an independent inspection completed on Wednesday 10/23/2024. I now have a report of the exterior issues as well as interior issues caused by exterior issues. I submitted another work order today with the main focus being evidence of termite damage in my kitchen. I'm filing this complaint due to the lack of response, service, and repair. I do not want to wait additional months for contact and resolution of these ongoing issues.

  

  Business Response

  Date: 11/01/2024

  In June 2024, Ms. ******* contacted the Community Manager regarding concerns about wood rot on her exterior door frame. After reviewing the governing documents and explaining that exterior door frame maintenance falls under the owner's responsibility, Ms. ******* noted that the frame had been previously repaired by the association. As a goodwill gesture, the Board agreed to arrange for a one-time touch-up, with the work scheduled or the Fall. The Board, during their most recent meeting has agreed and the work has been scheduled to be completed mid-November.

  
  Recently, Ms. ******* reached out to report additional concerns regarding her garage floor and termite damage. In response, the association has reached out and is scheduling an exterior termite treatment, and Ms. ******* has been advised that, per the community's governing documents (which were also provided to her), interior repairs and garage maintenance are the homeowner's responsibility. The Manager has been in correspondence with the owner as recently as October 31, 2024.

• Initial Complaint

  Date:10/25/2024

  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.

  Associa *************** in ********, ******** operates with constant negligence and without any duty of care.Our Association Manager, in the last calendar year, has trespassed in my fenced back yard without any notice, is extremely unresponsive, and has refused to send notice about harmful chemicals being used on the entire associations property - multiple times. This has resulted in the death of a pet, others getting sick, and recently injury to my partner. They have been made aware of these issues, and still refuse to change their processes. They also spread misinformation, like RoundUp being a non-toxic chemical. There is no accountability.

  

  Business Response

  Date: 11/04/2024

  The issue of entrance to the yard without notice has been addressed with the Manager. As managing agent for the Association, the Manager has responded to inquiries in accordance with Board input. With respect to chemical application notice and information, management has provided notice and the information regarding chemicals as it has been provided to her by the Association's lawn contractor. Assignment of another Community Manager can be discussed with the newly elected Board of Directors.

  Customer Answer

  Date: 11/04/2024

  I am rejecting this response because:   the information regarding what chemicals were spread on the yard was never sent to the entire neighborhood, which is a violation of ******** code. When pointing out this issue (and law violation) to management, the emails were ignored.

  

  Business Response

  Date: 11/11/2024

  The ******** Property Owners Association Act stipulates notice must be posted in the community 48 hours in advance of any pesticide application. Management asked the homeowner for the specific law stipulating that notice of any chemical application must be provided, but we have not received that information. The Board of Directors of the Association did not instruct management to notify the residents of what chemicals are being applied. However, the owner who filed this complaint with the BBB is now on the Board of Directors, and we are happy to discuss this process in greater detail at a future Board meeting.

  Customer Answer

  Date: 11/11/2024

  I am rejecting this response because:   this information was provided on October 25th and no response was received. See attached.
  
  

• Initial Complaint

  Date:10/24/2024

  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.

  I attempted to get my roof fixed from in late May. I kept calling associa with no response and emailing people which began in June due to no response from associa. When you call direct lines, phone goes straight to voicemail without ringing and you can never get anyone on the phone. My *** is just as bad, and I have tried to receive contact information to someone in the *** but associa refuses to provide information. I was finally able to get in touch with someone in late June after calling the emergency line because it was the ONLY way I could get someone. This is where more issues ensued. I was given different names of property managers, given several different people nobody seemed to know who managed my property. It took months for me to get a phone number for the roofing company. The roofing company would say they were coming and no show. This happened several times and I tried to get support from assoicia which they were no support. My roof was repaired on 10/16 (a lot of stress and follow up on my end several times a week since late May). He still has not fixed the inside of my home which he reported that he would do on Saturday. There is concern of mold in my home due to the huge delay caused by associa and lack of support from my ***. The roofing company did not inspect the attic even though I showed him possible mold spots and he denied this was an issue. I have been requesting a meeting with a member of my *** since August to address this and the property management company has yet to set up a meeting. I would like 1. Meeting with my *** 2. Complaint to be published about this management company and appropriate meeting with a leader of this management company to share my experience with individuals listed in email 3. Inspection of my home for mold and payment made by *** or roofing company and fixed if there is hold due to amount of time it has taken to resolve this 4. Inside of my home fixed.

  

  Business Response

  Date: 10/25/2024

  Below is the update regarding the Managers correspondence with Ms. ***** since July, 2024.  This issue was brought to our attention in July. It was reported to the Board of Directors, who indicated that it should be considered a warranty repair since the roofs were replaced in 2023.  We confirmed the vendor's name with the Board who provided the contact information for Superior Roofing. The Manager reported the repair to them, and they mentioned that all owners received a copy of the warranty along with instructions to contact them for any concerns. The Manager provided Superior Roofing with the repair request and Ms. ******* contact information.  The Manager also shared the vendor contact details with ************************* informed Ms. ***** that, per the governing documents, she would be responsible for any interior repairs.However, the Owner insisted the *** previously covered the interior repairs. The Manager reached out to both the Board and *** attorney for clarification. The Board denied the repair request, and the attorney confirmed that the owner is responsible.
  This was communicated this to Ms. ****** but she reiterated her belief that this should be covered and requested that we arrange a meeting with the Board President. The Manager has contacted the President to confirm a date and time to review the interior with the owner and discuss responsibilities. The Manager will also reach out to the Board to see if they would agree to a mold inspection. Management at *** has been informed of the request to meet with the Owner.  Timely follow up will occur to ensure this matter is resolved.
  

  Customer Answer

  Date: 10/25/2024

  Some of this information is inaccurate and unacceptable due to the amount of time it takes to receive responses and have actions taken. According to the roofing company, they ARE responsible for the interior and he is supposed to come out and do something to the interior on Saturday (of course he has made several appointments and usually no shows) which is another reason I want to speak to the board. Yet the board supposedly denied the request even though it is clearly in the contract the roofing company is responsible.  It should be noted that I have been requesting to speak to the board since August and it is almost November. This response makes it seem as if they have been responsive and actively working with me which is not the case. I provided a 27 page document showing the emails which does not even include the phone call record of 20 plus phone calls I have had to make since May. It should also be noted in this complaint the numerous staff members I have attempted to work with for this issue. 

  Customer Answer

  Date: 10/25/2024

  I am rejecting this response because:  Some of this information is inaccurate and unacceptable due to the amount of time it takes to receive responses and have actions taken. According to the roofing company, they ARE responsible for the interior and he is supposed to come out and do something to the interior on Saturday (of course he has made several appointments and usually no shows) which is another reason I want to speak to the board. Yet the board supposedly denied the request even though it is clearly in the contract the roofing company is responsible.  It should be noted that I have been requesting to speak to the board since August and it is almost November. This response makes it seem as if they have been responsive and actively working with me which is not the case. I provided a 27 page document showing the emails which does not even include the phone call record of 20 plus phone calls I have had to make since May. It should also be noted in this complaint the numerous staff members I have attempted to work with for this issue.
   

  

  Business Response

  Date: 10/29/2024

  The Manager has acknowledged the need for improvement.  The owner may have tried to reach out since May however, we began managing the account in July and the *** responded to her in July from the email correspondence the owner sent.  The owner was previously communicating with the prior management company.  Simply because the roofing company states the Association is responsible for the interior does not make it true when the governing documents state otherwise. This information has been communicated to the owner.  Please know there is a 5pm meeting scheduled with the Board, the owner and the vendor tomorrow,Tuesday, October 29th at 5pm.  The owner is fully aware of it and has confirmed the meeting date/time.  We should receive an update from once the meeting concludes.