ComplaintsforRise Association Management Group

• Initial Complaint

  09/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company has not been processing payments received in a timely manner. It seems as if they log the money received after the payment due date, whether the check has been sitting there for a week or not they then charge their various late fees related to the payment that they are not recording. When THEY record payments LATE that is their problem and should not be my problem. A change needs to happen in their work process. The 7/1/23 payment was sent 6/28/23 but not deposited by Rise until 7/21/23. On 7/17/23 they charged me $5 late fee, $20 admin fee, $3.40 delinquent interest.

  Business response

  01/23/2024

  Response to *********** *** ******* ***** **** **** ********* *** ********

  
  An administrative late fee was charged to the account for late receipt of payment in November 2022. Payment was late again in July of 2023. The account was brought current in October of 2023 by the owner.

  
  To avoid late payment, there are a host of payment methods including recurring ACH (similar to direct debit), credit card payments, mailing in a check, or bringing payment to the office. Payments sent in the mail can become late due to matters beyond anyone's control. However, if a payment is received late, the late fee is then assigned to the account.

  Customer response

  01/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  There was a constant lack of follow up and the charges kept piling on regardless of whether or not I had requested information or a review.  In the end I chose to pay the entire late fee accumulation rather than waiting for a response while other charges piled up.  The way that they handled this business is now how it should be done.  My paying the fee to quit occurring new fees does not resolve that issue.
  
  Regards,

  Linda ******
  
  
   

  
  

  Business response

  02/15/2024

  The payment was received late in July of 2023. Therefore late charges were added to the account. The check received for this payment date is dated 06/28/2023 however, it was sent from the owner’s bank directly to the lockbox payment processing center. For context, the lockbox payment facility processes all payments within 24-48 hours without exception. In this instance, the rate of USPS delivery or any delays is unknown and not within Rise’s control. Nor is the date that the check was sent from the bank. The late charges for July are correct.

  However, further review of the account revealed other late fee charges that were inaccurately charged as a result of a small carry-over balance from late payment. Therefore, a credit in the amount of $76.92 has been applied to this account for late fees charged in August, September, and October 2023. We appreciate the opportunity to resolve this matter.

   

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear BBB officers, This management group towed my car which result in a 401.85 bill. I am the owner of the riverwalk property in **** *** ******* ***. They claim that the reason for tolling my car is because I did not update my information, which is ridiculous. I have never received any notice not in email, in mail box or on my door on my car. I am asking for them to reimburse my tolling fee. Thanks!

  Business response

  01/23/2024

  Response to **** **** *** ******* ***** *** **** ********* *** ********

  
  There are specific rules for the association in place outlining the obligations of owners as it pertains to vehicle identification. Multiple warnings are placed on vehicles before towing is initiated. Additionally, notice is sent (placed on the door of each unit) advising that updated stickers are required annually in addition to towing enforcement signage throughout the community. The notice requires that owners register their vehicles and include the license plate number for each vehicle. That did not occur for the red Rav 4. The vehicle in question does not have the updated sticker for 2023. There are too many residents for staff to assume that an outdated sticker belongs to a current resident.

  The fee charged is from the storage facility once the tow is complete. Neither the Association or Rise are involved in the charging of the fee paid by Ms. *** therefore, reimbursement is not issued.

  As managing agent for the Riverwalk Council of Co-owners, Rise is charged with upholding the rules of the community. Non-compliance can result in the action and fee applied here. However, by virtue of their purchase, the owner has obligated themselves to abide by the rules of their community.

  Please see attached.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  As of October 2022, Rise Association Management took over managing Hearthwoods Condos. In the past, I paid my monthly bill electronically, as scheduled, without acquiring any additional fees. Due to the registration process, I paid my monthly condos dues, via money order, for the month of October, November, and December for the full monthly due balance. Today, I was able to complete the registration process online to start making payments electronically. When I logged into the account, I had a balance of more than double the monthly due. When I called to inquire about the balance, I was told I had a balance from the previous management company. I explained this is incorrect and will only pay my monthly due. In addition, the building is not upkept (this is another issue that I will take up with the proper reporting agency- this is put in context for intended purposes).

  Business response

  01/23/2024

  Response to ******* **** * ******* ** ********* *** ********

  
  Owner balances were received from previous management. The assessment payments for this account have been short-paid since Rise AMG assumed management duties. The owner has received a coupon book for 2022, 2023, and 2024 (which show the amount due) along with e-statements showing the correct balance. Anytime a payment is late, the account holder receives an email advising such. Fifteen of these notifications have been sent to Ms. Wilson since January of 2023. Every effort is made to assist owners. Our records do not reflect any contact from Ms. Wilson requesting a payment plan or further clarification. As a steward of the Association’s financial records, Rise cannot simply absolve monies owed as that is an obligation the owner took on by virtue of their purchase in a condominium owners association.

• Initial Complaint

  08/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We used to own an apartment which is managed by them. we usually prepaid the HOA fee several months in advance to avoid each month deadline remember. Now we sold our apartment on 7/29/2021 and request the refund back. They still charged me the August HOA fee, $338.67 from my account and told me based on the warrantee deed recorded on 8/2, We still lived there until 8/2. I showed them the deed we signed which is effective on 7/29/2021. I told them the transfer of ownership was done on 7/29/2021 and showed them all the document and even told them: Texas does not require that a deed be recorded in the county clerk's real property records in order to be valid. The only requirement is that it is executed and delivered to the grantee, which then makes the transfer fully effective. Now I am waiting for their response and refund and i will come back here to edit my comments

  Customer response

  08/23/2021

  Better Business Bureau:
  
  This letter is to inform you that Rise Association Management Group has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/15/2021 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  07/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am the owner for more than 10 years at the oaks of West U. Ever since the Rice management took place for our HOA, it has been a disaster. They have lost the monthly HOA fee my bank sent out through auto draft. Without any communication, they sent my case to the lawyer, trying to foreclosure my condo. When my bank has provided proof that the management has already cashed my HOA check, they finally admitted that it's their computer error, but I have to pay the legal fee for their mistake. Even though I have never late for the monthly HOA payment over 10 years, the Rise Team keeps on charging me late fee and all kinds of fines, because I refused to pay the legal fees due to their own mistake. The Rise team office has ignored my email and phone calls. It seems like that I have to find a lawyer to fight with this horrible management team...

  Business response

  01/23/2024

  Response to X******* *** **** ** **** ********** ********* *** ********

  
  The account has been in legal since 09/2019. Once an account has been referred to legal as decided by the Board of Directors of the Association (The Oaks at West University), all correspondence must be directed to the attorney. The attorney represents the association in that specific matter. This account was paid to current as of July 2021. The unit was sold in November 2022.

*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. ↩