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 Nevada South

  8345 W Sunset Rd STE 150 Las Vegas, NV 89113-2177

  
• 

  Associa

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

  
• 

  Waccamaw Management, LLC

  41 Maintenance Dr Pawleys Island, SC 29585-5779

  
• 

  Associa Inc

  17220 N Boswell Blvd STE 140 Sun City, AZ 85373-1984

  

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:03/11/2023

  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.

  I have received a debt collection mail for HOA dues from a law firm initiated by ***** * ****** (LN), with the intention to create a lien on my house when I never received any form of a statement of assessment or access to the HOA account of my house for the payments to be made.
  I moved into my townhouse in 2021. When I did not hear from the HOA after a few weeks, I started reaching out to the HOA that was listed on my sales documents (Tidewater Inc). Just to find out from neighbors that Legum and Norman had taken over the same month I moved in. I contacted LN countless times via emails, interacting even with the Vice president. Each time, I was asked to provide the ALTA document and deed, because the house was still in the previous owner's name. I submitted these documents numerous times, but after each submission, everyone will stop responding to my follow-up emails. The previous owner's agent acknowledged submitting the sales documents to LN as well.
  I never received a statement of assessment from LN, either via email or mail. I was never given an account number to access the house account online to make payments, nor did I receive a notice of delinquent assessment.
  I now have a debt collector after me, and I wonder if as long as I live here, my dues will be paid via collection since I still do not have access to the payment platform.
  This is professional dishonesty and I should not be responsible for lawyer fees, interests, and other charges when all I have done from day one is try to straighten out this issue. Although I am responsible for paying my HOA dues, isn't the HOA responsible to provide the homeowner with a statement of assessment for payments to be made. How would I make payments if I never receive a statement?

  

  Business Response

  Date: 03/20/2023

  My response to this complaint is limited in the interest of confidentiality for the consumer. The Association, our client, engaged Association counsel to communicate with the consumer and counsel has done so.

  

  Business Response

  Date: 04/24/2023

  Management has learned that the consumer's purchase took place at the time the Association was transitioning from the prior management company to ***** * ******.  Management received a copy of the consumer's settlement documents on April 20 and the consumer's viewed the consumers account was established on April 21.  Management contacted the consumer on April 21 and provided her with an Account History Report so that she can begin making payments. 

  Customer Answer

  Date: 04/24/2023

  I have reviewed the business’ response and accept this
  resolution. 

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our building has an active roof leak into resident's units for the past 2.5 months. It's been raining heavily and Associa hasn't done anything to remedy the situation. Every day we get more rain and more water is penetrating the building. Associa had some tarps put on the roof but given that the leaks are on the roof valleys where the water collects from the roof, the tarps are not stopping the water from dripping into the unit. Both my neighbor and I repeatedly pleaded with our property manager to get the issue resolved ASAP due to possible property damage and toxic mold growth. Our property manager hasn't arranged to have the issue resolved in a timely manner. According to our property manager, there is no way to hold Associa accountable for the gross negligence of our property, so I came here to make sure we have a voice. Our concerns that need prompt resolution:- Patch the holes on the roof valleys to immediately stop further moisture intrusion - Independent investigation for evidence of toxic mold growth in resident's unit and attic space due to this ongoing water intrusion - requesting a certified mold inspector for this - Remediation of any mold/microbial growth caused by the ongoing water intrusion.

  

  Business Response

  Date: 03/16/2023

  We appreciate the opportunity to address ************************* concerns. Since there is a leak that is affecting a neighboring unit, a restoration company has been called and humidifiers were set up. The company had an independent inspector provide a report and there were no signs of mold. They must clean the valleys on the roof and once they do, they will call ACT to confirm if the roof is under warranty. They must show that maintenance has been completed to be covered under warranty. In the meantime, tarps have been placed on the roof and the board and Associa are watching the issue

  Customer Answer

  Date: 03/20/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Associa was notified of the water leak on 12/31/2022. Tarps were placed over my unit and my neighbor's unit. However, the issue is holes in the roof valleys where the water pools after the rain, thus the tarps didn't prevent further water intrusion. I sent pictures to my Associa representative of the holes above my unit and we discussed the issue over zoom during our board meeting 01/12/23.
  
  On 3/15/2023 an individual from Recon360 - who was hired by Associa stopped by my condo. He confirmed holes on the roof valleys and confirmed that the tarps don't prevent moisture intrusions. Thus, we had a continuous water intrusion since 12/30/2022.
  
  One of the roof valley holes are on the shared wall between my unit and my neighbor's unit. An Attic Inspection confirmed that my neighbor and I share the attic air so any possible mold growth due to the over 2.5 months of water intrusion impacts both of us equally.
  
  Proper mold inspection and remediation if needed should be scheduled AFTER the moisture leak has been properly addressed.
  See Attachment/File: PXL_20230311_201623538

  Customer Answer

  Date: 05/22/2023

  The issues have not been addressed yet. Associa sent out roofers to address the roof damage on multiple units on 5/16/2023. The mold issue due to the long standing water intrusion has not been addressed yet. We are still waiting on proper mold inspection and remediation. 

  

  Business Response

  Date: 06/05/2023

  Thank you for the ongoing responses and feedback on the status of your roof, the Board will discuss this in the next Board meeting for a decision from the Board to be made about how to proceed.

  Customer Answer

  Date: 06/05/2023

  I am rejecting this response because:   No steps has been taken on the mold inspection or remediation front from Associa. Attached moisture meter read of my wall 2 days past roof repair. 

  

  Business Response

  Date: 07/03/2023

  Good morning *****, we have been in communication with the ***** on this topic. We follow the instruction from the ***** of ********* for the HOA.  Once the ***** makes a decision on how they would like to move forward we will communicate this with all owners.

   
  

  Customer Answer

  Date: 07/11/2023

  I am rejecting this response because:   Some units in the complex were remediated but my neighbor's unit, unit #*** whom I share a wall with and attic space with is still waiting for remediation work. Until all repairs are done this case is not concluded. My understanding it that the work has been approved by the *** board but the remediation work has not been scheduled yet. 

• Initial Complaint

  Date:02/26/2023

  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.

  They charged an outrageous fees of $2400 although I complied and went above and geyond by buying a cover. It seems I am being targeted cause others are not being warned for anything. At that time my fam has suffered from ian ********* and I was assisting in helping as best as I could. Although I'm struggling financially

  

  Business Response

  Date: 03/01/2023

  The $2,400 assessed to the owner's account is for fines for an inoperable vehicle.
  History:
  4/28/2022: 1st violation letter sent
  5/23/2022: 2nd violation letter sent
  6/20/2022: 3rd violation and hearing letter sent
  
  The property was inspected on 7/25/2022 and the condition was the same.
  7/26/2022: Fine of $100 per day was assessed. ($100 is the *** per day).
  
  It will be a board decision if fines are to be reduced.
  
  Account is in collections.
  

  Customer Answer

  Date: 03/02/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  1st of all I only received one letter and I went and purchased a cover to cover the vehicles on6/7/22. So the conditions were not the same. Where are the pics stating it was the same.i have pics where complains about the grass and pics of the car cover over the vehicles. The vehicle cover covers the vehicles top to bottom. I guarantee they can't prove there was no cover on the vehicles cause they had sent violation for parking with cover on the vehicles. It was taking care by putting a cover on the vehicles i purchase at autozone on June7,2022. Unless they trespass on my property and removed the cover. I can send the receipt showing purchase date which i did. It seems since covid they are trying to recuperate a lost. I can't afford to pay this outrageous fees especially when I complied. Again if they look at their filed they will see that the cars has been covered. I will look for some of the letters they send that show car covered. This company ** unreasonable and has been targeting me for some reason. I sew violations all the time and they don't bother to send any letters. My family had suffered at the hand of hurricane *** in *******. I had to go help my alzeimer mom as I lost my father to covid the previous year.Im a single mom of 5 kids trying her best to manage.they want to me to pay for a compliance fees that was taking care of.
  See Attachment/File: IMG_20221212_112059_02

  

  Business Response

  Date: 03/08/2023

  Attached are the letters sent to the owner.
  See Attachment/File: 1st violation letter **** Lombar dated 4-28--2022

  Customer Answer

  Date: 03/09/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As stated before I only received one letter and I complied by inflating the tires. I also bought a cover for the car. I send proof of all that has been done receipt of car cover purchase. They have not provided substantial proof that the work was not done. Where are the pics to substantiate it was not done. Mail get lost all the time why was it not send certified mail to guarantee receipt of mail. It seems they want to make up for covid 19 *********** am being targeted to fulfill the deficit with the economy.very unfair.anything done needs to be documented and nothing on their part has been documented except letters no pictures. They always send pictures.you are charging $2400 and no proof to back it up except letters allegedly sent. Supporting documents such as pics detailing nothing was done. Ask the board to remove the fines.in all honesty they raised their hoa fees every year and really don't see any improvement the same look years after years. Send logs detailing but it loom the same as it was 1st built

  

  Business Response

  Date: 03/16/2023

  Violation letters have been sent to ***************************** regarding this issue. Placing a cover over the vehicle does not resolve this issue, which is why she continues to receive violations.

  Customer Answer

  Date: 03/17/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As I stated and show in the pics the tires were inflated and cover put on the vehicles. Where are their pics stating otherwise that I was still in violation. They are not addressing the issues. Obviously they have nothing documenting the violation. You have to have documents stating not just letters. I sent my pictures showing tires were inflated and covered. The car was covered top to bottom and tires were covered...if the cars is covered from top to bottom so they made an assumption the issue was not corrected. Because you really couldn't see with the cover. I sent the pics of inflated tires and the covers.

  

  Business Response

  Date: 03/21/2023

  The consumer should read the bi-laws that were provided to her at the time of closing on the home. The issue is that the car appeared abandoned due to the car not having any movement on the time that the the inspector comes to inspect the neighborhood. it is defined that there cannot be any abandoned cars left on the street or driveway of any home within ***** Place subdivision. That is the issue and reason a violation was given, The consumer was not in understanding of the violation but admits when she got the letter that she went to purchase a cover to cover up the car that has no movement. adding a cover to the none moving car does not resolve the issue. At no point has she reached out to the management company or the board to have a conversation. We sent a letter to her on every infraction and even set up a hearing. At no time did she attempt to follow through with the violation to ensure what she thought was correct was actually the right thing to do. She has access to a app which provides all homeowners the ability to see their account. She not only got violations letters but late fee letters as well. all guidelines are followed on the behalf of the community to communicate with the consumer. The consumer has to failed to take responsibility for their lack of actions in the matter. She has not contacted the board or the **************** HRW to this date. The board has willing to talk with the consumer about her issues but yet no time have been set up for that conversation to happen. the fees are valid and within the laws that are written in the convenent of the ***** place homeowner bi laws. Please have the consumer refer to her packet that was provided at closing.

  Customer Answer

  Date: 03/23/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As I previously mentioned around that time I unexpectedly lost my dad and other member of my fam to covid, my mother has ******** and had caught covid dur*** that time and had to go in a rehab center due to covid complications and hurricane *** happened last year where several members of my fam.lost everyth*** so I had to go tender to my fam. And I did called once and had a lot go*** on. However the matter was tak*** care of. I show proof with pictures of the car/ issue tak*** care of. All I am request*** is for the fees to removed...ask the board removal of fees. They have no support*** documents stat*** otherwise.no pics to disprove that it was not tak*** care of.In This time of hardship they want a s***le mother of 5 to pay **** $ for an issues that was tak*** care of.im still in debt for my father burial. Everyone was impacted financially by covid & my family was also impacted by hurricane ***. In their mind they thunk they are justified to impose this outrageous fees and not will *** to remove the fees especially when the issues was tak*** care of.Unbelievable they are hid*** behind bylaws and technicalities no hard proof that the tires in the car was not inflated. And the fact that I received only one letter.

• Initial Complaint

  Date:02/21/2023

  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 rented the club house for my wedding and half the lights were out and I emailed and called and no answer. I had my caterer setting up in the dark. Then I have email correspondences from waccamaw management none stating that I had to be out of there by 11pm which would not have been a problem if I was told. But at 5 minutes to 11pm I was cleaning up to make sure everything was spotless and the security guard comes in threatening that he will have us fined if we are not out of there and in turn my food had to be placed outside on the floor in order to get the cars over to the building to be out of there by 11pm. The response from waccamaw management is that it isn't their problem and they had their lawyer contact me stating that the lights aren't their problem either. So I had to fight to get a refund on the club house but no one is willing to pay for the lost food that had to be thrown out. Once again no documents state we had to be out of there by 11pm and I had spoken to ************************* there and she had told me I would have a couple hours to clean up after the wedding which I rented from 6pm to 10pm and a couple hours after is 12 not 11pm. No one is taking responsibility nor do they care that they messed up a wedding and they blame the resident instead of apologizing for their mistake and making it right. Then they are biased and allow the social community to use the club house how they see fit till 12 but residents are not allowed too and when I complained about that they told the residents who were attending the party I was going to ruin their New Year's Eve party which I did not do nor would I do. They continue to be biased and unfair to residents and even had residents HOA money to update the kitchen but and I quote "the warmer in the kitchen is only allowed to be used by the board and family of the board" I have this on video. They continue to lie and have never tried to make things right. It is unacceptable to pay for the remodel and not be able yo use it.

  

  Business Response

  Date: 02/27/2023

  Thank you for your contact *****************. It is my understanding that you have been in contact with the ***** of ********* and with their attorney as you attempt to resolve this matter. It would be inadvisable for ******************* to enter into this conversation since the ***** has assigned an attorney to communicate and resolve your issue.
  

  Customer Answer

  Date: 03/03/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The attorney has done nothing and i need this resolved and I have not heard from the attorney in months so someone needs to handle this and provide the money that was lost due to the lack of communication on their side as far as the document I signed did not state 11pm nor was I told that. That is an issue on your side not mine. I should have not have had to lose out because of the issues caused by you. I expect a refund on this matter. Attached is the club house rules and as you can see it says nothing about 11pm for a party/wedding but it was alright to have a New Year's party till after midnight and no security guard threatening them nor did they have to put their food outside on the ground to go get their car. So please tell me how this attorney is handling this??? He is doing nothing but making excuses and that was months ago. I want this resolved thank you
  See Attachment/File: CLUBHOUSE RESERVATION FORM 2021.pdf

  Customer Answer

  Date: 03/03/2023

  Also as you can see with the attached document I had to go to waccamaw management to make the payment and I have to go to them to request everything so it is in everyone's best interest to handle this matter and not let this continue on. I am sorry I am not letting this go this is no fault of mine this is a fault of waccamaw management and your employee as well as Plantation lake. As you guys advise the board you can help resolve this.

  

  Business Response

  Date: 03/13/2023

  ******************* manages Plantation *************** Association. As agents of the board, we are contractually obligated to follow their lawful directives. In the complaint involving *****************, who is not a resident of Plantation Lakes, the board has directed this matter to their counsel, it would be unethical and contractually problematic for ******** to disregard this directive as ****************** demands.
  
  Additionally, we agree with ********************** contention that "the club house rules and as you can see it says nothing about 11pm." In fact the contact presented in this complaint clearly indicates in subsection 5 that "Rental hours: 10am-10pm, in 4 hour blocks, 7 days a week." Further, the contract indicates that the user agrees to "abide by the above rules..."
  
  As noted above, the board of the community has assigned their counsel to deal with this matter, ******** is an agent to the board and is legally obligated to follow this directive. Additionally, the contract in for the rental clearly indicates the time of the rental period and that in signing the contract the renting party understands and will comply with the rules indicated.
  
  

  Customer Answer

  Date: 03/14/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As stated they said the clean up time is not included in the rental time. And it is your responsibility as well to help resolve situations and I am a resident. It was already told to them. So the excuses are unacceptable and the situation needs to be rectified. I also have the emails stating that. ******************* can handle this but is choosing not too. They have done nothing nor has their lawyer don't anything. You represent plantation lakes and I need this addressed. Also please understand that your workers at the waccamaw management Office lie and the manager there does nothing. I can prove that as well. They are extremely rude to everyone and when at the meetings they keep their back to the residents and they roll their eyes. If I you would like a video of that please let me know.

• Initial Complaint

  Date:02/21/2023

  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.

  My husband and I (Katherine ******** and Ryan *****) owned a condo managed by Associa (*** ********* *** **, Albuquerque NM 87104). We paid our HOA fees annually in one lump sum because of the processing fee. We sold the condo in early October 2022 and had a credit on our account. I spoke with Nancy in the Texas office and requested Associa pay the October HOA fee and then refund us the rest of our HOA fees, which should have been $250-300. They said that would be fine and that they would mail a check to us at the end of the year. We have not received a check. I called and left a message with the local HOA representative in January 2023 and have not received a response. I have been emailing Associa every other week at the listed customer service email account since late January and have not received a response. I have not received any communication from Associa, nor a refund of our HOA fees. I would like to receive a refund of the balance of our HOA fees as of November 1, 2022.

  

  Business Response

  Date: 02/23/2023

  Katherine and Ryan's refund check was mailed on 9/12/2022 but after further inspection, we noticed it has not been cashed. A new check will be sent to **** ****** *** **, Albuquerque. Katherine and Ryan can contact our team at *******@cgres.com if the check is not received.

  Customer Answer

  Date: 02/28/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I called back to Associa 02/28/2023 to confirm the check was mailed. The person I spoke with had no record that a second check had been issued and said they would need to contact both the accounting department and management. I have not received any resolution at this point from Associa.

  

  Business Response

  Date: 03/07/2023

  The check was issued and not cashed and presumed lost in transit as it was not returned either. The check will be canceled and a replacement check sent out and we expect a 7 day turnaround. Our apologies for any confusion and/or delay.

  Customer Answer

  Date: 03/14/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I called Associa 03/14/2023. The check was not cut yet and the customer service agent said based on the records she was reviewing that the check was in process but she could not reach anyone in accounting to confirm. I asked if it was normal for a check to be in process for a week (from March 7 response from the company until my call March 14). I am unable to close out this complaint or accept the resolution offered by the company until I have received the check, as they have not yet resolved the issue.

  

  Business Response

  Date: 03/17/2023

  Dennis ****** approved the final approval step today (3/16/2023) and Ms. ******** should be cut a check by Friday We apologize for the delay in this process.

  Customer Answer

  Date: 03/27/2023

  
  
  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.  I received a refund of our excess HOA dues on Friday, March 24.  I am very appreciative of the BBB as it seems as though the company would not have responded to me without the additional assistance of the BBB.  This is a great company that provides important support and communication between individual consumers and much-larger companies.  I really appreciate the help from the BBB.
  
  
  
  Sincerely,
  
  
  
  Katherine ********

• Initial Complaint

  Date:02/10/2023

  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.

  When Associa took over the Woodland Point Single Family Homeowner's Association about three years ago there were some problems with setting up the dues receipt system. I have talked to two other homeowners and both of them also had problems with the payment system that were not resolved in their favor. On multiple occasions, at least five, my wife and I were told this was a mistake on Associa's part and the charges would be backed out. On at least two occasions this was done but the balance was not reset to zero but to five dollars. Four months ago I contacted Associa and was told that the person I was talking to did not have the authority to correct the overall balance which had grown to over three hundred dollars but would contact the person or committee with the authority to correct the mistake and they would contact me and in the interim would put a freeze on all further charges awaiting the response. Last Friday, February 3, 2023, I received a letter from Associa, dated January 24, 2023 10 days before, that a lien had been placed on my home and I had 20 days to pay or the account will be referred for collection and my house will be subject to foreclosure proceedings. I called four times on Monday February 6th and got a call back from ******************************** who reviewed my file and sent an email to the board stating in part " I highlighted where this issue started and how it was not corrected properly by the prior manager named *****. I am requesting the lien be released from this homeowners account immediately" The balance is now $890, all from a failure to leave a $5 balance instead of zeroing out the account. I said I was going to pay the amount and expect a refund when the problem was resolved. ***************** said not to pay the balance but wait until she could meet with me. ***************** made an appointment to meet with me today at 9:30 AM. It is now 11:15 and she did not show and does not return messages. I will pay the balance to stop their further actions.

  

  Business Response

  Date: 02/16/2023

  This matter has been resolved due to Associa speaking with you in person. The account is now current with the association. The homeowner was informed that Associa cannot authorize any fees posted to their account as this decision is made by the board of directors. The board of directors are not agreeing to waive any fees charged to the account. This was explained to the homeowner in person on Monday, February, 13th.

  Customer Answer

  Date: 02/17/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This matter has NOT been resolved. The reason the account is now current is because we paid $890 to stop the foreclosure Associa threatened due to a $5 late fee that Associa admits was their mistake per the attached email. When the meeting ended on Monday, February 13th the Associa rep said she would contact the board and for ** to check our account online for the fees and charges to be refunded. The response from Associa to this complaint is a lie.
  See Attachment/File: SAM_3431

  

  Business Response

  Date: 02/23/2023

  We have review the account and have made the credit adjustments of $890.00 towards the account. This credit will ************** the next few days. Once the full credit is posted a refund will need to be initiated as the account is setup on direct debit. Please work directly with the account manager on the refund once it is reflected.

  Customer Answer

  Date: 03/02/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The account finally showed a $890 credit on Mar 1. Gave info for refund on that day and received a response from the Community Association Manager that said there would be no refund but that the credit balance would be used to pay future dues. Associa's previous response twice stated a refund will be given. Why are you making this so hard? You created a mistake put a lien on my home and threateded foreclosure and forced me to pay $890 due to your mistakes. Then tell me that the money won't be refunded afterall but will be kept by you and used for prepayment of two years dues. This is unsatisfactory.

  

  Business Response

  Date: 03/03/2023

  Dear Homeowner,
  
  I apologize that you were inform the $890.00 would not be refunded. However, we have in fact initiated the refund and will keep you updated on the status.

  Customer Answer

  Date: 03/16/2023

  I did NOT want this case closed. I have still not received a refund and don't know why the case was closed without my input

  Customer Answer

  Date: 03/20/2023

  Associa said a refund would be made on March 3. It is now March 20 and no refund has beenreceived.

• Initial Complaint

  Date:02/10/2023

  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.

  Account #******** *** is charging $20 late fee per month. I purchased a land 2nd half of 2021 and the *** fees were paid during closing. In 2022 I did not receive any bill for the hoa fee as I am used to with my house hoa. On 3/17/22 I looked them up online and found the contact of kallen. I sent an email asking about the fees and when it is due if any for the empty lot. I got no response. I sent the same person a follow up email on 5/2/22 no response either. My wife contacted the seller agent and told her to give us a contact or contact them. After that we got contacted on 5/27 by *************** **** emailed an invoice and stated that it is 680 and the assessment is due in 1/1. The 80 is late fees (20 per month). I responded stating that it was hard to get ahold of them and I attached my first emails showing that I contacted them. She responded that statements are mailed in November and received around first of Dec and due on Jan1. Who is sending bills to an empty lot and charging me fees for their mistake! I have never received that bill and reached out and no answer. ***** was of no help. I emailed their customer "care" on 7/12 and no answer either. On 7/19 we contacted ******************* by phone and we explained the situation and she promised helping and waving the fees if we make the 600 payment but she will need to talk with others. They also added $70 for collection. We made the payment on July 19 via check per Ahni instructions. Now that they knew that they sent the bill to an empty lot they started sending it to us with a $20 late fee every month although we paid the 600. Basically they charge late fee on late fee. We contacted **** asking the status and she directed us to the new manager *********************. He asked us about the address and never responded. We sent a follow up email on 11/21/22 and 1/4/23 - no response. I don't believe I have to pay late fee for their mistakes (1 sending bill to an empty lot, 2- not responding on time 3- never give us any resolution)

  

  Business Response

  Date: 02/17/2023

  The late fee for January 2023 has been removed. A request has been sent to the Board to review the Account about the remainder of the late fees.

  Customer Answer

  Date: 02/25/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They are reviewing the case. Still not resolved yet.

  

  Business Response

  Date: 03/08/2023

  The Board is still reviewing the case. We will remove the late fees once we receive the approval of the Board.

  Customer Answer

  Date: 08/12/2023

  They stated that the board is still reviewing the case. They said it back in Feb/March. It is 6 months now and no response. They still send bills to my home address that increases $20 per month. They call it late fee. They got their money and as I explained in detail their lack and inefficiency responses caused this issue  to not be resolved. They created this issue by billing an empty lot and refusing to respond to our emails. They waived the fee for ******* and kept the past and future months. Whats special about *******!! It is all the same issue. All of it should be waived. I am concerned now about this management ability to fix such basic issue they caused.

  please refer to my initial statement to understand how this issue was initiated. 
  I attached a bill as well.

  
  

  Customer Answer

  Date: 08/12/2023

  No resolution yet. 
  I forgot to attach the bill in my previous response.

  Customer Answer

  Date: 09/27/2023

  No answer from business! They promised to review and get back to us here but they never did. What are the next steps?

  

  Business Response

  Date: 10/02/2023

  A message was sent to the ***** of ********* asking for direction in the waiving of late fees on your account. The ***** has agreed to waive all late fees and this request has been submitted to our accounting department. 

• Initial Complaint

  Date:12/29/2022

  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.

  Hello, the business HRW property management is in charge on managing my entire condominium neighborhood Stoney Hollow in Raleigh, NC. Each owner pays the HOA fee of $268.00 a month (excluding taxes & fees) to HRW's website TownSq. There has been an active sewage leak on our lawn into our parking lot for 7+ days. I have filed two incident reports on the HRW website within a 5 day period both of which say "read by management" however they refuse to give any response. I called the HRW phone number and the front desk individual put me on hold (I was only hold for 22 minutes) and he spoke to the property manager who reported they did not see a case. After I stated again both cases say they were read by management, who read those. Then he stated the property manager Brooke. He then stated I would receive a call in 24-48 hours. This active sewage leak is malodorous and contains toilet paper and wipes. I am unable to park or walk my pet in the area. This poses a huge health and safety risk. The sewage contents were also frozen over on Christmas Day causing people, pets and vehicles to slide on the ice. This company takes our very hefty HOA fee but refuses to respond to serious issues or give homeowners updates. This sewage leakage happens numerous times a year and last happened 4 months ago, where you can see on the website that my request never receives a response from the this property management company. If they do respond it does not contain truthful information. For example, they claim the issue is a city of Raleigh issue and that the city of Raleigh office has been closed, when I already had the city of Raleigh Water & Sewage person on the property and the office was not closed and has an emergency line. The city of Raleigh Water and Sewage area technician has stated over and over that this is an plumbing issue on private property and there is nothing the city of Raleigh can do about it except report the code violation- which they did.

  

  Business Response

  Date: 03/23/2023

  Business Response /* (1000, 5, 2023/01/03) */
  ******** submitted a request in TownSq on Friday, December 23rd regarding a sewer backup in her building. Our office was closed until Tuesday, December 27th. There was no emergency call received. Upon reopening on the 27th, Brooke saw the TownSq request in addition to an email from the board president stating there was a sewer backup over the weekend and she had sent a plumber to take care of it. On the 29th, ******** contacted Brooke to state the issue had not been resolved. Brooke contacted a plumber that day (12/29) and it was cleaned out within the hour.

• Initial Complaint

  Date:12/28/2022

  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.

  ******** keeps claiming payments are recieved late bank proves otherwise applys fees with out explination doesnt repond to requests for explinations

  

  Business Response

  Date: 01/03/2023

  Management will be removing the December 2022 Late Fee of $25.00 as a courtesy due to his December regular assessment payment being processed on December 8, 2022. The late fee was applied based on open balance from additional fees assessed by the association for Violations and Legal Fees. A separate notice was previously provided on behalf of the association on those matters and this balance remains open.

  Customer Answer

  Date: 03/02/2023

  associa hwwpa charging late and legal fees un warrented... there is an office in ********** ******** and they dont credit payment made to the office in time also they dont return calls
  
  
  

  

  Business Response

  Date: 03/06/2023

  The charges imposed on the complainant's account stem from violations of the association rules, and include police reports of harassment of neighbors, using foul language with his neighbors, and posting inappropriate material to the associations social media application among other actions. The reasons for the charges and details were provided to the resident, from the association's counsel, in letters dated August 31, 2022 as well as January 25, 2023. Many of the charges are related to legal costs incurred by the association in responding to the resident's actions, and are permitted by the association documents. The resident has been provided the opportunity to respond to the charges, and has been directed to contact the association's counsel to do so.

  Customer Answer

  Date: 03/07/2023

  un warranted accusations and fines and ******* wont return calls...

  Customer Answer

  Date: 03/07/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  the association belives in rumors and intimidation and un warrented use of police force and harrasing an OWNER while allowing board members to break the rules peeping in peepholes and calling police with out reason..i request a refund of these fee and the police will agree with me also my paymebt are on time you just dont cashe in rime my bank would disagree this must stop!!! or i will take further action...
  See Attachment/File: 20220903_174947 1.jpg

• Initial Complaint

  Date:12/21/2022

  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 have a condo managed by Associa ************* I am in the process of selling it, and the closing was scheduled for last Friday 12/16. In order to close, the title company needs a "Condo Questionnaire" filled out by Associa. The title company and my realtor has had tremendous trouble getting ahold of Associa through this process. Earlier this week, Associa returned the questionnaire with an answer blank. The closing cannot happen until Associa completes this final question on the questionnaire. The closing was tentatively rescheduled for tomorrow 12/22, but no one can get a response from Associa. The title company has made multiple attempts. My realtor's office has made multiple attempts. I was notified of the issue this morning, and have called every available contact within Associa to no avail. They simply won't pick up the phone. I've left numerous messages and even sent an email to their customer service. No one has bothered to try and get back to me, the title company, or my realtor. The closing will now likely be delayed again, due to the unresponsive people of Associa. I have contacted 3 supposed community managers, the main phone line, the President and the emergency contact number. I did speak to ***** in marketing and she gave me a direct number for ******* who has yet to answer the phone. I need someone to fill out the remaining question on this questionnaire as soon as possible.

  

  Business Response

  Date: 03/16/2023

  Business Response /* (1000, 5, 2022/12/23) */
  Hello Mr. ********.
  
  Our apologies for your experience reaching our team. I will certainly follow-up to ensure all communication is responded to in a timely manner.
  
  We did receive an email from Ms. ****** ******* Retail Leasing on 12/2 requesting a correction to the order. ******* ******* corrected order/answered question on 12/22 with a follow-up email to Ms ******* Corrections to orders are not immediate in our system, thus the email follow-up.
  
  Again, we apologize for the delay and will address any internal delays promptly.
  
  Thank you.
  
  
  Consumer Response /* (2000, 7, 2022/12/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)