Complaints

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

• Initial Complaint

  Date:05/08/2025

  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.

  Ongoing prob for at least past 5 years wth ************ that was not done thru out each year but was paid for each yr in advance in Jan. **** to CMA Management thru my HOA fees for *********************. The ************s that were suppose to be provided, were for our small lot, front yards only, to be mowed, weeding, weekly & leaf pickup &trim shrubs.Many times lawn services were not provided on my small front ********** does not address & resolve the omission of ***************** on my property,Sometimes Entire neighborhood.When I follow procedure open a work order to report that my lawn service was omitted, the majority of time CMA sends meaningless email wth nothing specific addressing a resolution for the lack of lawn service thats already paid.The negligence of *** to resolve absence of lawn service, not consistently provided, has become unbearable.About 2 yrs ago I was subjected to an Eye injury assault with a lawn blower,Carried out on purpose by crew contracted by CMA & not vetted.If rain & mowing our lawns is omitted, CMA does not Reschedule our lawn service to keep the grass from growing inches tall & to respect that all of us homeowners have already paid for weekly lawn ********** is not legal to Not get a service done that is already paid.On 5/6/25 Im shocked to find out that my Work Order was Closed by CMA the same day I wrote it, without any attempted Resolution & with a Template explanation that is not related to getting my lawn service done thats been omitted for over2 weeks & already paid.All other lawns were mowed except mine & pictures clearly show the grass has grown about 6 inches long. There was no contact from *** only template to let meknow that *** is not responsible for providing the services that Homeowners already paid.Its unjust HOAs not held ************** I request 500 dollar reimbursement.Thats only 100 $ per 5year My loss much higher due to many omitted lawn servicesDuring spring summer fall seasons.Accountability needed from ***

  Business Response

  Date: 05/16/2025

  Dear ********* *****,

  Thank you for bringing your concerns with services provided to your community, *********************. We will address each of your concerns separately, as they have also been discussed with you over the phone by your association manager, on 05/07/2025.

  
  You mentioned that lawn services were not consistently provided despite being paid for in advance. However, the Stone **** *** board specifically requested ********** (the lawn services vendor) to refrain from mowing due to the excessive rains we have been experiencing.********** was praised by the owners at the annual meeting last month for their excellent work, and the board is very happy with their services.

  
  You stated that CMA Management failed to address and resolve the reported issues. There are times when ********** has not mowed, and they inform CMA of this. The board is always notified and is aware of the situation in the community.

  
  You described the absence of lawn service. If ********** is unable to complete a certain area due to extenuating circumstances, they will return the next day to complete the job.

  
  Regarding your request for reimbursement, the Stone **** *** contracts directly with **********. We will forward your request for reimbursement to the Stone **** *** board of directors for their consideration and advise you of their response. If you would like to discuss the services provided by Stone **** ***, we invite you to attend the next board meeting to speak directly with the board members who are responsible for contracting with **********.

  
  Thank you for your patience and understanding.
  Sincerely, your CMA Management Team

  
  

  Customer Answer

  Date: 05/16/2025

  This statement is absolutely Not True. I have never talked on the phone with the association manager. they have also been discussed with you over the phone by your association manager, on 05/07/2025.  When people do not deal in Truth and Facts, it is not a healthy environment for understanding and resolution with RTI CMA. 

• Initial Complaint

  Date:01/16/2025

  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.

  Ive never received a letter for any hoa payment only violation letters. When Ive ever attempt to call and speak with someone after finally getting an overly inflated statement Ive not been able to get any help or a call back from the hoa manager or anyone in charge at the law office they appointed to the case at this point ****** and ********. I have signed up for emails and or long in info for my account to make any payments needed and have never received any information to review and do so. Im also aware that the hoa has issued me fines for violations that other non black residents have not received the same violations for.with documentation given from the residents and pictures of the violations The hoa company has an attorney on file ie: ****** and ******** whom in my opinion are in cahoots as they never answer or call back either. I have received over 3k in malicious practice fines with an additional 1700 in attorney fees and Im at this point looking for a lawyer for this discrimination practices and the ****** and ******** law office failing to answer, communicate and be reachable and the hoa continuously increasing the fines due to its discriminatory practices.

  Business Response

  Date: 01/24/2025

  Dear ****** ****, thank you for sharing your concerns. *** takes its responsibilities seriously by adhering to state law and industry best practices. As a third-party management company hired by the *********************************** of directors to manage daily operations, we cannot act outside the scope of authority granted by the board, the associations governing documents, or our contract with the association.
  
  Discrimination Concerns: We take allegations of discrimination very seriously. Please provide any documentation or evidence you have regarding these claims so we can conduct a thorough investigation. Our goal is to ensure fair and equal treatment for all residents.

  Fines and Fees: Since the **************************** has not received payment toward your assessments in the past five years, your account has been referred to the associations legal counsel, ****** and ********, for further collection. If you have questions about specific legal fees or fines posted to your account, please contact ******* ***** at ****** and ******** directly at ************ or via email at *************************************************. 
  
  Thank you. Your CMA Management Team
  

  
  

  Business Response

  Date: 01/24/2025

  Attached documentation from the lawyer

• Initial Complaint

  Date:12/16/2024

  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 am filing a formal complaint against ************************* (***) due to their lack of action and transparency in addressing foundation issues that have caused severe and escalating damage to my townhome. Despite repeated communication and updates, no meaningful progress has been made to resolve these critical repairs.The foundation problems began over a year ago for my neighbors, and I reported similar issues in August. My next-door neighbor, whose home connects to mine, reported her problems in July, and she has also seen no resolution. The lack of timely repairs has led to significant interior and exterior damage to my home, which includes:14 broken tiles throughout the house caused by foundation shifting.Large cracks spreading up and down the interior walls, including my daughters bedroom.Garage cracks, spanning the floor and walls, with deteriorating sheetrock.Cement cracks on the front porch and door area.Over the past month, I have followed up weekly with photos and updates on the worsening damage. The **** only response has been that they are "working on it" with no timeline or plan for repairs. This neglect has left my home unsafe, structurally compromised, and unfit for the holidays as I prepare to host Christmas for my family.A nearby neighbor has been fighting this same issue for 14 months, showing a pattern of delayed and ineffective responses from the **** Had they acted sooner, much of this damage could have been prevented. As a single mother and teacher of 30 years, I do not have the financial means to fix what the *** is responsible for addressing.I request that the BBB investigate this matter and hold my HOA accountable for their neglect and failure to fulfill their responsibilities. I am prepared to provide supporting evidence, including photos, emails, and reports.

  Business Response

  Date: 12/17/2024

  Dear ****** ******,
  
  Thank you for taking the time to share your feedback. We understand your frustration and the seriousness of the issues you are experiencing.
  
  We would like to clarify that RTI/Community Management Associates, **** (CMA) is the management company hired by the Board of Directors of the Pecan Park HOA to manage daily operations in the community. While we handle the day-to-day management, the ********* is responsible for making decisions regarding repairs and maintenance.
  
  We recommend addressing your specific concerns directly with the *********, as they are best positioned to make the necessary decisions. Rest assured, we will continue to communicate your concerns to them and advocate for a timely resolution.
  
  Thank you for your understanding and patience.
  
  Sincerely,
  Your CMA Management Team

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started contacting *** for six months to regarding my gate codes which are not functioning. I initially had spoken to other personnel and explained the issue. I later requested to speak to a manager who was ******** ***. He said he would get this resolved and gave me a 4-digit code which did not work. a few days later i called back and spoke to **** who informed me it was 3 digits and not 4. It still did not work. spoke to ******* again possibly the end of August and said he sent out a tech and the box works fine. Well, the box may work, but not for my codes. as of today 11/4/24, i called and spoke to ****. regarding this issue. i explained i called 11/1 and this was supposed to have been expedited by the access department. **** said ******** was over that department. I declined to speak to *******, i perceive he will not do anything, He appears uninterested in getting this resolved.

  Customer Answer

  Date: 12/10/2024

  Issue resolved 

• Initial Complaint

  Date:08/22/2024

  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.

  This management company is charging me late fees without following proper collection channels. I bought the house, signed up on their website, i received email communications weekly but no email, text or call regarding the payments that are due. I do not check my mail, they sent certified mail that i didn't sign for.I tried to resolve the late fees issue with them but they wouldn't they even wanted to place a lien on my property! The payment options they offer also come with fees unless you set up ACH. I set up ACH but i couldn't use it for existing balance so i used echeck which they submitted wrong and charged me an additional $25, i always copy my routing number and account number directly from my bank account to avoid mistyping a digits I asked them to check with their payment processor for over a week now but no answer. on 8/16/2024 they refunded $150 which doesn't cover all the late fees that they charged me.The purpose of this complaint is obtain a full refund for the wrongly charged fees and to improve their operations to avoid profiting from homeowners. to warn home owners and builder to not use this management company. They have several negative reviews on Yelp and ****** regarding their collection practices.

  Business Response

  Date: 08/28/2024

  Dear ******************:  Thank you for your feedback. We hear and acknowledge the frustration you've experienced. There are many procedures and policies for new members to learn after purchasing a home in an association. After reviewing your case, your associations board of directors agreed to a one-time waiver of the majority of your delinquency fees. In a further effort to resolve this issue, CMA is contributing a one-time courtesy refund to clear the remaining $40 of legal expenses incurred during the collections process. This has returned your account balance to zero as of 8/23/24.

  Please be advised that CMA is a third party contractually obligated to follow and uphold the policies which govern a homeowners membership in their HOA, including the collections policy. Homeowners may access this policy by logging into their account at ********************************************, they can also review their private record at any time, including their current balance and payment history, to ensure their payments have posted correctly to their account by the due dates. Texas state law requires associations to send delinquency notices via mail. For this reason, its important for homeowners to ensure CMA has their preferred mailing address on file and to pay attention to any official mailed notices bearing the name of their association. Delinquency notices include due dates, methods of payment,how to request a payment plan to avoid more fees, who to contact with questions, and more. Lets work together to avoid a similar situation in the future. These are some steps we can advise:

  > If you do not live at the property address, please update your mailing address. To do so, log in and go to Account Info > My Profile. Scroll to the bottom of the webpage to submit the mailing address update form.
  > Consider opting to receive your annual assessment statement via email. To do so, go to Communication tab within the My Profile page and toggle the Receive eStatements option on.
  > Your associations annual assessments are due every January 1. Payments are considered past-due if they are not posted to your account by January 30. We see that you are set up for automatic payments going forward. Thats great! CMA offers multiple online payment types so homeowners can choose their preferred option. The various processing fees charged per option are not punitive. They are typical online fees regularly charged by third-party credit card processers and banking providers.
  > Should you have any questions, please dont hesitate to contact ***************** at ****************************************** or ************ (M-F, 8:30 AM to 5 PM). Thank you!

  Business Response

  Date: 09/20/2024

  Dear ***** Jarachi,

  We hear your frustration. In case you are a first-time home buyer and/or unfamiliar with how ***s operate in the state of *****, please allow us to offer a bit more explanation regarding the role of a management company like *** in relation to an association like Northpointe Residential Community. The authority rests solely with the association, its governing documents, and the policies of the elected board of directors, who are volunteer homeowners from the community. When a homeowner purchases a property in an ***, they agree to pay assessments and abide by the associations governing documents (including the collections policy) via a legally binding contracts signed at closing. The agreement is between the association and the homeowner,not ***. *** is a third-party management company hired by the board of directors to manage daily operations. Our staff cannot act outside the scope of authority permitted by the board of directors, the associations governing documents, or our contract with the association. We are simply the communicator and facilitator between the *** and the homeowner.

  The late fees assessed to your account are typical of ***s in *****. When a homeowner does not pay on time it impacts the associations carefully budgeted annual costs, brings on administrative and legal costs for attempts to collect payment, and it can ultimately lead to liens or foreclosure. Your association followed all the steps of your collection policy in attempting to collect payment for your past-due January 1, 2024, assessment. You can find this policy in your associations governing documents. Log in at **************************** and go Association Info > Documents > Governing Documents > Northpointe Governing Documents. See pp. ******* for Tab B, the Amended and Restated Collection Policy. This policy explains the steps that are taken methodically over time, noting that the Association's delinquency-related correspondence may state that if full payment is not timely received, the Association may pursue any or all of the Association's remedies, at the sole cost and expense of the defaulting Owner. Why? It would be unfair to use the dues collected from other homeowners who pay on time to cover the administrative and legal services required to attempt to collect payment from a delinquent homeowner. The policy also explains that delinquency notices are sent by US mail. This is in accordance with Texas Property Code Section ********, which requires notices to be sent via mail. Certified letters are utilized in an attempt to ensure receipt.
  
  Once step 5-G of your associations collection policy is reached, CMA is literally barred from taking any other action; communications and payments must then be facilitated through the collections agency or lawyer hired by the association to collect payment. In your case, the board of directors was not required to waive any portion of your fees, but they did respond to your request for a waiver. Ultimately, you received a total refund of $315, covering a portion of the fees which accrued because you neglected to attempt to make payment until eight months after the due date.
  
  In our previous reply, we offered multiple suggestions to help you prevent such a situation in the future. We can see from your account that you have not taken some of those steps as advised. We also see in your first comment to the BBB that you admit to refusing at least one certified piece of mail that attempted to offer information to resolve your collections issue before it escalated further. The associations hands are tied when homeowners do not take responsibility for their part of the process. It is a homeowners responsibility to provide their current contact info (including mailing address), pay attention to the notices provided, ensure their payments post in full to their account by the due dates, register for an online account as advised in their welcome letter to access all account functions, read their binding governing documents and policies, etc. If you would like, a *** representative will be happy to call you to answer any questions you may have related to the points we have outlined here. Again, we understand the collections process can be stressful. Please do take the steps advised to prevent this from happening again in the future.
  
  Thank you, Your CMA Management Team.

  Customer Answer

  Date: 09/21/2024

  I am rejecting this response because:   My annual dues are $550 and i was charged $425 in fees, that is outrageous. It's almost 100% of the balance is fees, such fees are predatory. I have contacted the management company and they only refunded $150 of the fees which is insufficient. The management company claim they tried to contact me but they didn't. I signed up for their website I received communications regularly via email but nothing regarding the balance due, i was out of the country for 8 months when i returned a certified letter was forwarded to me. I signed up for all my bills online mortgage, insurance, utilities... i'm current on all my accounts why would i not pay the **** It's beyond belief that it's legal in our country for home association management company to charge almost 100% of the outstanding balance in fees.

  I attached the fee sheet, what i paid what i was refunded. I'm still waiting to receive a refund of all the predatory fees i was charged. I'm also attaching proof that i was receiving the email communications from them regarding the community but nothing related to the balance due! 

  Upon my return to the country i paid all the balance but when i realized that I'm being taken advantage of by being charged nearly 100% of the balance in fees i immediately reach out to the management company to resolve this issue. As you can see they issued a small refund because i wrote negative reviews about the management company (More people complain about the same thing happening to them) and contact the BBB. I'm searching for a consumer protection bureau to report this abuse as it has to stop and shouldn't happen to anybody. Companies shouldn't be making profit from excessive fees on hard working americans. 

• Initial Complaint

  Date:08/14/2024

  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.

  Since RTI/CMA was hired by our ********* of Directors(**************** Community Association), I have been increasingly concerned about their management practices. What was once a community focused on ******* has turned into one bogged down by overzealous compliance enforcement and escalating fees.Compliance Overreach: The company has taken a heavy-handed approach to enforcing rules, often issuing violation notices for minor or loosely interpreted violates and issues based on the **** CC&R. This approach feels more punitive than protective of our communitys well-being and is not by any means universally enforced. The standards are not fair nor are they equitable and that is apparent when driving around the neighborhood. If the home exists on a main thoroughfare then they are held to a significantly higher standard than those homes which exist off the main thoroughfare. Unwarranted Fees: Alongside the aggressive enforcement, fees associated with these notices and non-conformance or corrective action follow on notices have spiked. These charges seem disproportionate and have added an unexpected financial burden on homeowners. Increased Management Fees: The management fees charged by RTI/CMA have also increased significantly, leading to higher ***************. This rise in costs has not been transparently justified and does not appear to be providing any clear benefit to the community. Further, these fees make up the bulk of our *************** on an annual basis and have not tracked at all with any inflation metrics from the US Bureau of Labor and Statistics, in fact they have outpaced all metrics. Overall, RTI/CMA has shifted from being a helpful management partner to one that prioritizes profit over the best interests of the residents. The lack of transparency and the financial impact on homeowners are deeply concerning. I hope the Board considers alternative management options that will better serve our community.

  Business Response

  Date: 09/10/2024

  Dear ***********************:  Thank you for sharing your concerns. As a third-party management company hired by your ********** of Directors to oversee daily operations in your community, CMA is contractually obligated to follow and uphold the Covenants, Conditions, and Restrictions (CC&Rs) and other policies which govern a homeowners membership in their HOA. For curable exterior maintenance violations in your association, this includes following several courtesy steps which go above and beyond the basics of the Texas Property Code (TPC). Your associations aim is to work collaboratively with homeowners, giving them ample time to rectify a violation and/or contact CMA for clarity before the violation reaches the suspension of rights/fine level described in TPC Sec. *******.

  1. Courtesy Postcard. CMA sends a courtesy postcard advising the homeowner of the violation. In your recent case, CMA sent a postcard advising, Please store items by iron fence out of public view when not in use. This statement accords with the Storage of Items policy outlined in your associations governing documents on page 19 of 90 under Miscellaneous Guidelines. You can access this document (which is conveniently searchable for key terms) at any time via the ***** Ranch Living website (*********************************). Further, if the homeowner has any questions re: the info provided on this initial courtesy postcard, they may contact the compliance coordinator using the contact info provided on the postcard. If needed, homeowners may log in to their private account with CMA at **************************** and navigate to Account Info > Violations. When they click the Details button, they can access a picture to help identify the specific area/issue needing their attention. We have attached this documenting picture from your account here for reference. Notably, this early provision of a photo also goes above and beyond TPC requirements, which simply require a textual description in the official written notice (the 3rd step below).

  2. 1st Letter. If the violation is not rectified before the compliance coordinators next inspection, CMA sends a courtesy 1st letter, again notifying the homeowner of the issue, the timeframe to rectify, who to contact if they have questions, and where to log in to see photo documentation. This letter contains a small thumbnail image of the issue which can be downloaded in full size and color from the website as noted above.
  

  3. 2nd Letter. If the homeowner does not rectify the issue after these first two courtesy notice timeframes, CMA then sends the official written notice, a second letter, which includes all the information required by TPC Sec. *******, including the required date of rectification, right to request a hearing with the board, etc.
  The great news re: the courtesy steps? CMA records show that most violations are rectified during the courtesy postcard/first letter stages,well before reaching the final 30-day time period, after which fines begin to be assessed.
  
  Concerning the separate issues you noted to the BBB on Aug.14, a few notes:
  
  > CMAs compliance coordinators are required by your association to advise any homeowner when a compliance issue is spotted upon their regularly scheduled inspection dates. The resulting compliance notices are not meant to be punitivethey are official communication touchpoints to help homeowners keep their community looking tidy and beautiful. All properties in your service area are held to the same standards and restrictions outlined in the CC&Rs. The monthly management report posted on the ***** Ranch Living website illustrates this by providing an overview list of all open violations in your service area. This non-standard level of transparency re: open violations goes above and beyond the reporting efforts maintained by most associations and is another indication of your board of directors wish to collaborate and communicate with homeowners.

  > The management fees CMA charges to your association have remained unchanged since we assumed management duties in 2020. It is true that the assessment fee for your specific service area has increased, but this normal adjustment reflects standard issues impacting all associations, such as rising utility costs, the need to fund your reserves, etc. You can access all related data and calculations on the ***** Ranch Living website, including financial information for both your association and your service area going back three years. In addition, your digital weekly newsletter addresses any budget-related news.

  > The next meeting of the Board of Directors is scheduled at your event center on Thursday, October 17 at 6 PM. Feel free to attend if you wish to present any questions or concerns directly to your associations board.

• Initial Complaint

  Date:04/16/2024

  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.

  The company dishonest. While I now understand that I did not update my automatic payments to reflect what was the new raised association fee in a timely manner, because I did not realize... the response of the staff was unprofessional. I called b/c I realized when I attempt to pay the difference it has to go all the way to ******* and by the time it does it will be late. It was the first of April and a check for the old fee had been issued & was on the this way. I needed to add to it so my payment would be correct. I called &was told as a 1 -time courtesy to mail the difference of about $33.15 directly to the **************** However, they returned that check to me (with a handwritten note & printed payment history informing me that they don't accept checks at the MI address.) I called and left a message which no one returned, so I called again... on 4/16... explaining what I was told. The response was "we have been through this before..." and yes, they've explained changes on OTHER unrelated occasions. I have a verfied TBI, its difficult for me to process/adjust to the changes... that's excuse to disregard what I was told as a courtesy. By returning the check to me its now late, again! Which added an additional late $25 fee for ****** My payments are sent automatically EACH month by my bank... but they claim that they regularly reach the "Arizona address designated for payments" late by a "day of so." I live in ********, the condo is in ********: how is that my problem? I have confirmation proof of my timely payment issue dates for each 1 sent. I receive a disability check the first of each month... yet my payments automatically issue 3 days BEFORE the end of the prior month RELIGIOUSLY. (I used to issue them a full 2 WEEKS prior but twice they were misapplied as if they were late payments rather than early. With my bank on conference call with RTI that was rectified - the bank has the incident on file & a recording!) I seek return ******* fee

  Business Response

  Date: 04/18/2024

  Hello! It is our belief that this complaint has been sent to us in error. Our company, RTI/Community Management Associates (CMA) is based in *****. Our corporate address is **********************************************. We do not manage any associations outside of the state of *****, and we have no payment center in the state of *******. We also have no record of this homeowners name in our database. As the homeowner stated in the complaint: I live in ********, the condo is in ********. If the homeowner can provide us with a property address in *****, we will do further research to see if its located within an association that we manage. Thank you!

• Initial Complaint

  Date:03/19/2024

  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 have been in communication with *** regarding the bare areas in need of new sod since October 26, 2023. On January 24, 2024, we received a fine notice for $75, prompting us to promptly install new sod on February 1st, 2024. However, despite this action, we received another fine notice for $125 on March 11, 2024, despite having installed sod in the bare areas. I immediately reached out to *** via email, attaching pictures of the newly installed sod, and also spoke with ******** (I believe) over the phone. She assured me that someone would follow up, but no one did. Additionally, I uploaded the new pictures and a note to the *** portal, yet received no response. Today, on March 19, 2024, I received another fine of $125.I'm really frustrated with the lack of responsiveness from *** and the inconvenience caused by these repeated fines, especially considering how promptly I've tried to address the issue. It's essential for timely communication and cooperation to resolve such matters to avoid any more misunderstandings and financial penalties. Despite my efforts, it seems like my attempts to communicate and resolve the issue have been ignored. I've taken specific steps, like installing new sod and providing evidence, to comply with the requirements and resolve the issue, showing my commitment to fulfilling my obligations as a homeowner. Despite my attempts to resolve the issue and communicate with ***, they have not responded or acknowledged my efforts. After several unsuccessful attempts, I have realized that I may need to seek resolution through BBB (Better Business Bureau).

  Business Response

  Date: 04/03/2024

  Thank you for the opportunity to respond to this concern.
  
  Between 08/2023 and 11/2023, the board of directors of this homeowners HOA gave the community a grace ****** to remedy compliance violations related to grass repair/replacement. On behalf of the board, CMA sent multiple reminders to encourage and assist homeowners, including sending a list of sod providers in their area. In one e-blast to the community, the Board also noted: After November 15th, if the violations are not cured, the violation process will pick back up where it left off.
  
  After the grace ******, this homeowner began to receive violation notices late in 2023 as indicated by the board for unresolved issues. Ultimately as a result, the homeowner did install some patches of new sod early in 2024. This is a great step in the right direction, but it has not completely rectified the landscaping issues. Bare spots still exist in places throughout the yard, and the soil needs to be prepped so the sod pieces are level with the existing yard.
  
  Following queries from the homeowner and the installation of the sod pieces in early February, the association manager asked the associations board of directors if they would ***** further extension to this homeowner for their sod violation until all issues were fully resolved. The board advised that no more extensions would be *****ed, so the manager emailed the homeowner on 02/05/24 to notify them: ********* has responded that no extensions or fine waivers will be *****ed. Violations and/or fines will continue until all bare areas have been corrected with sod.
  
  Since that time, CMA has processed the associations regular schedule of inspections and homeowner notifications and upheld the associations violation escalation and fining policies (which the homeowner may access via the Document Library after logging into their association website). 
  
  On 03/19/24, a CMA staff member again advised the homeowner via email that the violation will continue until all bare areas are sufficiently soddedThere are still bare areas visible in the photos provided. See the attached photo, which was taken on 03/13/24 and documented to the homeowner's account.
  
  In the email dated 03/19/24, the staff member also advised the homeowner that CMA had removed a portion of the violation fees from their account ($125). CMA did so because a system glitch on our end prevented inspection photos taken on the date of 2/25/24 from uploading to their account. Due to the gap in archival documentation, CMA removed the fees related to that specific inspection date. However, CMA does not have the authority to remove any other fines related to this violation. Such a decision rests with the associations board of directors. They have stated their position, which we have relayed to the homeowner and must follow as the contracted third-party management company.
  
  On 03/21/24, CMA staff notified the homeowner via an email that fine waiver requests may be submitted only after a violation is fully resolved and closed. As bare spots still exist in the yard, the board will not accept a fine waiver request for consideration at this time. Thus, CMA staff can take no further action on this BBB complaint except to repeat what we have already advised the homeowner via emails and official mailed notices as directed by their associations board of directors. 
  
  

  Customer Answer

  Date: 04/09/2024

  I am rejecting this response because:   
  
  1. The image shared by *** is misleading. ****** Fi performed work in my neighborhood that involved digging a trench in my front yard. Unfortunately, I wasn't notified beforehand and the trench remained open for several days. This created an eyesore and prevented me from having my lawn crew install new sod until the work was completed. While I understand the importance of maintaining a well-kept lawn, I believe it's unfair to be penalized for something outside of my control.  In fact, all the homeowners on my street have similar holes in their yards from this project. On 3/20/24, I sent an email to *** in response to the image shared in this response. Instead of looking at all the work (installed sod) in the front yard, they took a picture of the hole opened up by ****** Fi and use it against me to make a case. 
  
  2. On 3/20/24, I sent photos showing the completed work, with the new sod covering the previously bare area that ****** Fo opened.  We've already invested hundreds of dollars in new sod to ensure our yard meets community standards. My hope was to establish clear communication with the *** to avoid any further misunderstandings and fines. BUT *** relies heavily on generic responses like 'the violation will continue until all bare areas are sufficiently sodded.' This one-size-fits-all approach doesnt address the homeowners' specific situations and it is extremely frustrating, especially since sod was installed on February 1st.
  
  3. *** asked homeowners to install sod in the middle of winter. On January 27th, 2023, I sent the following email to ***: Hi **************, My lawn guy inquired about sod but he says none of the sod places carry Saint ********* currently, so we have been unable to install sod. And today we received a statement with a fine. We really want to work with you and make things right but if there are no sod available to install because the sod installation season hasn't arrived, what does the *** want us to do? Please advise. Instead of responding to my question, *** sent another copy-paste type of response: ********* has responded that no extensions or fine waivers will be granted. Violations and or fines will continue until all bare areas have been corrected with sod. *** has NO INTENTION TO WORKING WITH HOMEOWNERS. 
  
  4. On 3/20/24, I also indicated that We also had the lawn treated for weeds, but I just need some time for the sod to settle in before it completely takes over the space.
  Almost all my neighbors have bare spots in their front yards, and no action is being taken but *** penalizes me repeatedly despite my efforts to rectify the situation. 
  Even common areas where the *** is responsible for have no grass at all. I find the entire situation unfair. I can take pictures of all those areas to present to BBB, if needed.
  
  I kindly request that *** remove the fines imposed, as I've taken prompt action to address the issues and have provided evidence of compliance. It's unfair to penalize me repeatedly despite my efforts to rectify the situation. I hope for a fair resolution to this matter and appreciate your prompt attention to it.
  
  

  Business Response

  Date: 04/19/2024

  Thank you for the opportunity to respond further to this issue. CMA is a third-party management company hired by the Hidden Creek Community ****************** of Directors to oversee daily operations in a community. As contractually obligated in regards to this case, our staff have been following the directives of ******************* of Directors and the associations enforcement and fining policies. CMA staff cannot overstep the authority of the board to offer fine waivers, time extensions, etc.
  
  Photos taken on inspection as of April 18, 2024, show that bare spots still exist in the yard (see circled in the attached). As stated previously, CMA staff have been instructed by the board that violations and/or fines will continue until all bare areas have been corrected with sod. Therefore, at this point, we believe it would be best for this homeowner to schedule a hearing before their associations board of directors so they can directly discuss any potential alternative dispute resolution related to their case. 
  
  CMA staff are happy to help this homeowner schedule such a meeting. Importantly, please note that CMAs management contract with this association ends this month on 4/30/24. After that date, CMA will no longer be able to assist this homeowner; the homeowner would then need to confer with their associations new management company. If the homeowner would like CMAs help to schedule a meeting with their board, we ask that they email **************************************** as soon as possible so we can facilitate that meeting set-up. Thank you!

• Initial Complaint

  Date:10/25/2023

  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.

  I own a property in a community that CMA manages. We live overseas and I had specified for electronic billing. I received a couple of notices regarding the upkeep of the yard, but not a single one for the Association dues. In September I received a collection letter from their lawyers at our local business address. I paid the full year dues of $1200 immediately. They want to charge me another $1210 for late charges and interest and fees, which is exorbitant and unfair, since they dropped the ball and did not send me a bill as requested. I am seeking help from BBB to have them remove these charges.

  Customer Answer

  Date: 10/25/2023

  I had fulfilled my obligation and registered on their website to receive electronic billing only.  I had also provided them with my phone number and my personal home address:  **********************************************************

  They totally ignored what I had specified.  I received no correspondence to my email, phone or address.  They used mailing addresses that were not provided by me and I had no control over.  

  That is a breach of trust and negligence on their part.

  Business Response

  Date: 10/25/2023

  Thank for you the opportunity to address your concern,*******************. We sincerely apologize if there has been any miscommunication or misunderstanding related to the e-statement option. In reviewing your account,we do not have a record showing that you selected to receive statements electronically in the past (an option that homeowners may self-select at any time in their online profile). Were glad for your recent contact with our ************* team and see that you are set up to receive e-statements now.
  
  Similarly, we apologize if our staff missed any opportunity to help illuminate the other functions available to you in your online account.For example, homeowners may choose between multiple payment methods, including one-time electronic options and recurring/automatic electronic options which help ensure assessments are paid one time and in full. Importantly, regardless of the payment method a homeowner selects, it is their responsibility to ensure their payments post to their account by the assessment due date. Owners can do so by logging into their account at any time to review their transaction history and account balance.
  
  As required by the associations governing documents and ***** state law, CMA sends delinquency notices by US mail. To send legal notices as required, we must use the address noted in the homeowners online account. If a homeowners mailing address changes or is different than their property address, the homeowner can update it at any time via an online form.Again, it is the homeowners responsibility to provide CMA with the correct mailing address and to promptly inform CMA of any mailing address or deed name changes.
  
  You are correct:  Once an account has entered the collections process, the homeowner must resolve the delinquent payment via the third-party legal team appointed by the associations board of directors, not via CMA. We understand that this can cause frustration, but CMA staff are not permitted to deviate from the collections process outlined within an associations policies. Whether late fees are waived is at the discretion of the associations board of directors.
  
  We want to help set you up for success going forward and,again, we apologize for any past miscommunication or misunderstanding. CMAs ************* team is here to assist. Please reach out to them if you have any questions re: navigating your online account or payment options and future due dates. You can reach the team via email at ****************************************** or via phone at ************ (M-F, 8:30 AM to 5 PM). Thank you!

  Customer Answer

  Date: 10/25/2023

  I am rejecting this response because:   This is a generic response.  You have not taken the time even look at what happened with my account.  You did have my preference in my online account with you because  I Have received emails from you before .  
  From my discussion with your customer service it seems that my account was accidentally deleted and you lost my record.  You then dug up the records of ownership and started using the address listed for my LLC. I did not authorize you to change my account or transfer ownership of my account.  Yet you did that and proceeded to add those charges to my account.  What you did was illegal , I need to see who authorized my account to be changed.  
  I gave you all my contact information, you used none of that to send me the bill or the reminders.  Had you followed through with your obligations, I would have received the bill and there would not be any need for the third party.  
  I understand mistakes can happen, but you cannot penalize me an oversight on your part.  You already got a full payment of the dues.  I would like you to remove the extra charges and reinstate my account.  
  Also you are wrong about not having my preference of electronic communications online.  I am attaching you emails to me that you sent earlier, before you lost my account.  

  Business Response

  Date: 11/03/2023

  Thank you for allowing us this opportunity to further address your concerns, ********************

  On 11/02/03, CMA received your payment in full on behalf of your association via the legal team assigned to the collections case. Thank you for resolving the outstanding balance.
  

  The board of directors of your association agreed to waive a portion of the fees once the balance was paid. In addition, the $500 *************** fee assessed to your account on 05/11/23 has been credited back to you per the ********* of ******* 6, Section 4, of your associations Declaration of Covenants,Conditions, and Restrictions.
  Therefore,as of today (11/03/23), you have a credit balance of $699. This can be applied to your future assessments, or you can request a refund check via CMAs ************* team ******************************************** ************).
  

  Please be advised that the images you uploaded do not indicate that CMA made an error in sending your assessment statements via **** mail. As noted previously, this is because CMA does not email assessment statements digitally unless formally directed to do so by the homeowner. To make this selection, the homeowner turns on the toggle switch next to the Receive eStatements directive in their online profile. This is located under Billing Information on the Communications tab in the profile (circled in the attached). We see that this selection is now recorded on your account, so CMA will send your statements digitally going forward to ************************
  

  Also,to confirm:  Going forward, CMA will be using the mailing address of ****************************************************************** to contact you via **** mail when appropriate. If this is incorrect or changes in the future, please alert CMA immediately via the mailing address update form in your profile (also circled in the attached). As occurred in this case, CMA and collections personnel must rely on addresses noted in public records when a homeowner fails to notify us of changes to the property deed or mailing address.
  

  Finally,regardless of the statement delivery method a homeowner chooses, it is their responsibility to ensure their assessment payments post in full to their account by the due date. Your association assesses fees annually on January 1,so that is an important date to mark on your calendar. To ensure your assessments post in full and on time in the future, you may want to set up a recurring *** payment via your online account. This method ensures that the full, current assessment amount posts automatically to your account every time (it accounts for future increases if/when they are so assessed at the discretion of your associations board of directors). Other payment methods,such as the recurring e-check method, need to be updated/renewed on the timeline selected by the homeowner and do not account for future assessment increases.Many homeowners choose the *** payment method for peace of mind regarding future assessments. (If you want to mail check or money order payments, please mail them ***** days prior to the due date. Also, please refer to your online account to ensure the payments post by the due date. **** mail does not guarantee delivery timelines or receipt by CMA; it is the homeowners responsibility to confirm receipt.)
  

  If you have questions related to your association or any of your payment options in the future (which also include credit/debit card options), please reach out to CMA ************* via the contact info provided above. Again, thank you for resolving this collections issue with your association!

• Initial Complaint

  Date:07/12/2023

  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.

  *** is a poorly-run business who has unethical practices. They manage homeowners' associations and yet, they can charge homeowner fees but surprisingly and conveniently they cannot waive fees. They send one notice for a homeowner to pay their dues twice a year. If for some reason the homeowner does not receive the notice in the mail, such as in our case, they do not follow up by sending a notice by email or a late notice at all, but instead, begin charging home owners monthly late fees and interest without the homeowner knowing. We did not receive an invoice, a bill, or even a notice of what our homeowner fees were for January 2023. When I talked to ****** at ***, they indicated they sent one notice by mail on Nov. 10, 2022 and *** admits to charging the fees and not communicating with us about these in any way. It is completely unethical to charge fees and not notify the customer. At any time when our balance was not initially paid, they could have sent another invoice, emailed us, or contacted us, and they admit to not doing that. Truly, credit card companies treat their customers better than this. In addition, I spoke to *** on Dec. 6 and the *** person never indicated they had sent the 2023 bill on Nov. 10. Otherwise, I would have told them we did not receive it. They also could have requested I pay the new balance then but failed to do so. I was also not informed of the automatic withdraw option which I would have enrolled in immediately. Not only do I think this is unethical and poor customer service, I followed up by emailing my HOA board for permission to remove the fees, which is the *** rule and guideline to waive fees because they can charge you fees but cannot take them off. I have yet to hear back from the board 6 weeks later as I don't trust *** that they even sent in my request or handled this case appropriately at all. All in all, DO NOT trust this business to run your HOA ethically or fairly.

  Business Response

  Date: 07/18/2023

  Dear Homeowner:  Thank you for this opportunity to respond to your concerns. Please note: 
  
  FEES/WAIVERS. As a third-party management company, CMA cannot act outside the scope of authority permitted by your HOAs ***** of ********* and governing documents. This means that we cannot waive the fees assessed by your HOA without following the steps outlined in your HOAs Collections Policy (a process which is subject to the meeting schedule of the board and does take some time). 

  Our records show that since you first contacted CMAs ************* team on 12/6/22, staff have twice followed the process mandated by your HOAs Collections Policy on your behalf. This has resulted in two board votes in your favor, with a total amount of $149.01 in delinquency fees being removed from your account. Our records show that as of 7/18/23, your account balance is $0.

  ACCESS/STATEMENTS. Our records show that you registered for an online account with CMA on 12/6/22. Thats great! Since then, youve had 24/7 access to your account balance, instructions re: payment options, your HOAs governing documents (including the Collections Policy), and much more. CMA mails statements to the home address prior to each assessment date. When you contacted our ************* team on 12/06/22 to request a waiver of a past fee, the balance due on your account did not yet reflect that future 01/01/23 assessment fee. 
  
  As a reminder, your next regularly scheduled bi-annual assessment fee will post to your account on 1/01/24. We see that you recently authorized recurring ACH withdrawals from your bankthats a great option to ensure your future assessment payments post in full and on time. Homeowners may also authorize CMA to email their statementsa preferred option for many who have experienced **** mailing issues. To authorize e-statements, just log in into your account, go to Association Info > My Profile, and scroll down to check the box next to Receive eStatements.
  
  If you have further questions or concerns, please contact our ************* Team (M-F, 8:30 AM to 5 PM) at ************ or ****************************************** so we may assist you. Thank you!

  Customer Answer

  Date: 07/18/2023

  I am rejecting this response because:  When it comes to fees, blaming the *** about what they allow you to do and not do does not adequately address this complaint. If you know your contract with our *** allows YOU to charge fees but not take them off, don't go into business with that ***, don't sign that contract for business. You are accepting the liability for being able to charge people and not take the fees off because you simply hide behind "not being authorized to do so."

  Furthermore, you referring to my account being at $0 now, it is because I had a majority of my late fees and interest waived by the *** board, BUT I did in fact pay $50 still in fines (obviously you overlooked that part on my account and lacked the adequate research on this complaint). This was because I was in fact late to make the payment, because once again, no notice received by you, and no follow up for 6 months while you charged me late fees and fines. One way you can make this right is by crediting my account the $50 but again, I doubt you will say you have any authorization to do that. But yes, I was still charged a fee.  

  Also, when you refer to my account not being charged in December 2022 for my January 2023 *************** and that's why your customer service never mentioned it to me when I spoke to them in December 2022, that is also convenient it wasn't "on my account" yet. So, it wasn't on my account yet, but you said you sent me a notice in November 2022 saying it was due in January. So, you're sending me a notice of something not due yet and not on my account and there wasn't a way for me to pay it yet? It was either on my account or it wasn't. If it doesn't show up on someone's account until it's due, that is quite unethical as well.