ComplaintsforSpectrum Association Management Companies, Inc.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Deceptive practices, charging for late fees without providing notice of billing, disabling passwords and accounts to delay payments.

  Business response

  06/25/2024

  Hi ******, Were sorry you had a negative experience with us. We would appreciate the opportunity to understand more and make things right. Can you please reach out to us at ************************************ or use this link (**********************************************************************) to schedule a call back  and provide more details about your experience? Thank you!
  
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against the *** management company - Spectrum Association Management I own an investment property in ***** that has been rented out since the day of purchase (January 2023). I promptly informed the *** of this fact and provided them with my property managers contact information. In June 2024, I discovered a significant overdue balance on my *** fees and found that my account had been locked, preventing me from clearing the balance.Upon inquiry, Spectrum Association Management informed me that these fees have been overdue for over a year and that they had sent physical mail to my property address. However, as I do not reside there, I did not receive these notices. It is worth noting that the company has successfully communicated with me via email on other matters, such as tenant issues, yet they failed to use this method to inform me about the overdue fees.Once I became aware of the overdue fees, I immediately requested to pay the entire outstanding amount. However, Spectrum Association Management insisted that I apply for a payment plan with additional interest, despite my willingness to settle the full balance at once.I find it inappropriate and unreasonable that Spectrum Association Management did not make sufficient attempts to inform me of the overdue fees via email or phone call, and instead continued to add late charges to my account. Furthermore, it is unjust that they are now forcing me into a payment plan with extra interest despite my offer to pay the full amount immediately.I seek the assistance of the Better Business Bureau in addressing this issue and ensuring that Spectrum Association Management allows me to clear the overdue balance without additional charges or unnecessary payment plans.

  Business response

  07/11/2024

  ******, thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you have experienced. We appreciate the opportunity to address and resolve your concerns.
  We are pleased to inform you that your overdue balance has been paid in full, and we have updated your address in our system to ensure that all future correspondence is sent to the correct location. Additionally, your access to our application and website has been fully restored. We apologize for the oversight in communication regarding your overdue fees. It is important to note that our standard procedure is to send notices via physical mail to the property address we have on file, and unfortunately, we did not have your business address. We understand that this caused a significant inconvenience, and we regret any frustration this may have caused. Moving forward, we will ensure that your updated contact information is used for all necessary communications. If you have any further questions or concerns, please do not hesitate to contact us directly. Thank you for your understanding and cooperation.

  Customer response

  07/11/2024

  Complaint: 21841613
  
  I am rejecting this response because: In the business' response, they mentioned, "We are pleased to inform you that your overdue balance has been paid in full."
  
  However, I want to clarify that the balance was not waived, despite the business acknowledging their mistakes. I paid the full amount under duress, as their representative threatened to hand my case over to collections if I did not pay by the end of June.
  
  I believe many of the fines charged were unfair, and I am requesting a full or partial refund of these charges.
  
  I appreciate your help in resolving this matter.
  
  
  
  Regards,
  Huiyin Fu

• Initial Complaint

  05/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Received random late fees due to their system's failure to update auto-pay. I've had auto-pay set up in their system to avoid worrying about making payments manually each month. However, this is definitely not the case. When they increased their fees, it wasn't until several months later that I received a bill for the admin fees and delinquent fees in the mail.

  Business response

  05/21/2024

  ****, were sorry you had a negative experience with us. We would appreciate the opportunity to understand more and make things right. Can you please reach out to us at ************************************ or use this link (**********************************************************************) to schedule a call back  and provide more details about your experience? Thank you!
  
  

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Due to having hail damage from a storm in **************************************************** 2024. I made sure to get a letter from my roofer to justify the new roof and made sure the new roof was within HOA specified guidelines. On February 2024, I received a property notice from Spectrum HOA. According to the notice, new roof Does not meet the color requirements. Myself and my roofer made sure to check the guidelines and requirements for the new roof before the install. There is nothing stated about color requirements in the covenant or any policies when I go on the Spectrum HOA website. I have submitted documentation from my roofing company regarding my new roof and have yet to receive a response; the only response Im receiving is a new property violation letter dated 7 May 2024. According to the letter, the issue needed to be rectified by 17 May or a $50 fine would be assessed. In addition, myself and my roofer have tried to submit an architectural request to have the new roof installed, but their online portal does NOT work. I am not the only one that has had this issue. Spectrum HOA wants everything done over the Internet or on their app, but nothing works the way it should and makes it impossible to get anything done or submit any request for home improvements. I have a feeling they know this and make it difficult as far as communication by not answering the phone, not replying to emails and not working on their end to get this resolved. They want quick money. I am doing everything in my power as well as my roofing company to get in contact with Spectrum HOA but they are showing time and time again that they are not interested in helping. I thought they were supposed to make things easier for its homeowners, but that is not the case. This is causing emotional strain dealing with them because they dont want to answer any questions or dont want help us out. They want quick communication from me but they dont hold their end of the deal up.

  Business response

  05/22/2024

  ******, were sorry you had a negative experience with us. We would appreciate the opportunity to understand more and make things right. We will have a staff member reach out to you as soon as possible so you can provide more details about your experience. Thank you!

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company preys on homeowners; making the fees unclear, purposefully hiding any documentation about fees (though required by law to provide them), charging predatory late fees on assessments (in excess of 50% of the assessment per month overdue), making it difficult to pay fees, and making it difficult, if not impossible, to resolve issues.

  Business response

  05/15/2024

  ****, were sorry to hear that our service did not meet your expectations. We would appreciate the opportunity to make things right! Please reach out to us at ************************************ at your convenience. Thank you!
  
  

• Initial Complaint

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business is charging $20 per month for late fees, regardless if the amount due was paid. I have continuously called, and they tell me that this is something that needs to be settled with a board member. Then I try to contact a board member, but they are no where to be found. I have been dealing with this issue for 4 years now, and they continue to accrue these fees. They are now saying that I owe over $900.

  Business response

  03/25/2024

  ******, were sorry you had a negative experience with us. We would appreciate the opportunity to understand more and make things right. Can you please reach out to us at ************************************ or use this link (**********************************************************************) to schedule a call back  and provide more details about your experience? Thank you!
  
  

• Initial Complaint

  02/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  HOA FINES AND HARRASMENT

  Business response

  03/08/2024

  Hello, were sorry you had a negative experience with us. We would appreciate the opportunity to understand more and make things right. Can you please reach out to us at ************************************ or use this link (**********************************************************************) to schedule a call back  and provide more details about your experience? Thank you!
  
  

• Initial Complaint

  02/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We recently received numerous harassing letters from out *** (www.spectrumam.com) describing out of compliance repair work to be accomplished on our property at ****************************************************************************************. My husband FINISHED all repairs in the allotted time frame (BY JSNUARY 6, 2024) given by the *** complaint letters and we were fined $150.00 anyway! The work was done but we got fined $150.00 anyway! I also received a harassing email concerned a flower bed that was approved by a previous *** company in 2018 (*** changes every 2 years) and the records were never maintained by the *** association concerning the flower bed. I suggest the *** contact the prior *** association for the records they are missing! I also suggest the *** (www.spectrumam.com) get a copy of The ************** District Court, Tarrant County Citation Cause No: ************* dated 08/13/2018 concerning the flower bed resolution from 2018. I want the fines removed immediately and since all the repairs were accomplished prior to January 6, 2024. I also want the harassing letters and emails to stop! I have attached copies of all harassing letters and emails. I have also attached a copy of the cover sheet of The ************** District Court, Tarrant County Citation Cause No: ************* concerning the flower bed resolution

  Business response

  02/25/2024

  We're very sorry that you feel like we have been a bother, that is definitely never the intention of our communication.  In reviewing the account, I do see that notices were sent according to the Association's Governing Documents and escalated per the policy that the Association has in place. The letters you note, which allowed a cure time of January 7, 2024, already had fines associated with those from a previous letter. I understand that this can be a frustrating experience, but I do see that in the following inspection, these notices were closed, so thank you for being a great neighbor and taking care of the concerns! 
  
  With the Flower Bed, this was only a courtesy notice and no enforcement action was taken. Once you alerted us to the prior approval, our team researched and informed you that we reviewed all items,noted the account and closed the property notice. We do understand that this can sometimes be a frustrating experience when Management changes but do try our best to make it a smooth transition with minimal errors. 
  
  Our role in reviewing the property can feel like owners are being picked on, but we want the same thing that all residents want,for the community to look it's best! If you need additional time to complete a repair, reach out to us with the instructions on the letter. We will do our best to help bring things to a quick resolution and are always willing to review requests for additional time when needed. 

• Initial Complaint

  01/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of Transactions: 12/29/23 & 01/02/24 I paid the Spectrum *** Management: $355.74 & $355.74 Issue: When they receive my payment on 12/29/23, they posted on my account on *** app on 12/29/23 however they deposited my hardcopy check on 1/2/24 and refuse to issue a refund until its posted on my account on the *** app. Emailed several times and did provide a readacted screenshot of front back of check as well as my bank's transaction activity that shows both payments. I then called and spke with a rep ***** (manager ********) however he told me they are 1 month behind posting to *** app accounts. I asked for escalation because they can clearly can see their ********************** records of both payments but are keeping my duplicate payment for a month??? They stated a bookkeeper will call me but cannot tell me when bookkeeper will call so I can make sure that I am available to speak (I work too). Does their CEO know that they are treating clients this way? Prolonging refunds and not providing better customer service? I would like a refund in the amount of $355.74 issued sooner rather than later please and thank you.

  Business response

  01/27/2024

  Greetings, and thank you for your feedback.  Our team appears to have processed your refund and addressed your item.  Thank you.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a resident of an *** supposedly served by this property management association. The residents here legally voted out the *** board due to malfeasance. This **A has chosen to ignore that legally binding vote and is continuing to attempt to collect "***************" from the residents here and refuses to acknowledge that the old board was voted out with far beyond the necessary number of votes to do so. We have sent in emails repeatedly to only be ignored. We have tried calling and have been ignored. We have "attended" *** "meetings" that we were muted on, the chat was disabled so we could NOT speak in any way. This **A is ignoring this community's wishes and needs to be out of the ** business. They are sending out invoices to collect the dues from the residents while simultaneously ignoring all of their requests for information. They need to be held accountable. They also continue to raise our fees, they're destroying our amenities without consulting the residents, and who knows what else is going on over there.

  Business response

  01/23/2024

  Greetings, 

  Thank you for your comment.  Since this is a legal matter for the Association, we cannot comment.  The Association's attorney has been in contact with the legal counsel of the mentioned homeowners.  Spectrum notified the Association that we would no longer be managing your community as of February 1st.  Thank you.

  Customer response

  01/23/2024

  Complaint: 21020529
  
  I am rejecting this response because: As a homeowner in the association that pays the dues which pays for Spectrum's services, ignoring emails with questions about how my money is being used for months on end is not acceptable. I am named in no lawsuits, I have filed no lawsuits, and yet Spectrum both happily billed me for dues and took my money.
  
  Regards,
  
  *************************

  Business response

  01/27/2024

  The Association's attorney is handling the dispute between the owners and the Association.  The association's financials are available on the mobile app and all financial decisions and expenses are approved by the elected ***** of **************** We regret you are not pleased but as agent of the Association, our role is to enact the decisions of the ***** of **************** We wish the association well with the new management company starting in February.  Thank you.

*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. ↩