ComplaintsforUnited Property Associates

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nov 4, 2023 I rented a clubhouse from my HOA. The HOA kept the deposit for miscellaneous reasons but nothing that was justified by the contract. I reached out to the HOA for a refund and explained how they went against the signed contract, but they did not address any of my points and denied my request for a refund.

  Business response

  12/11/2023

  The owner was sent a detailed letter authorized from the Board of Directors of The ******** ***** ******* ********* *********** stating why their deposit was withheld. The owner then met with management and was briefed in person because their deposit was withheld. Management recommended the owner submit a letter in writing requesting reimbursement to the Board of Directors. The Board denied the request based on the merits listed in the letter sent to the owner. United Property Associates is a managing agent for ******** ***** ******* ********* *********** and performs services assigned by the Boards for various communities. United Property Associates provides these services with professional acumen and integrity.

  Customer response

  12/11/2023

  
  Complaint: ********
  
  I am rejecting this response because the manager I met with did not address my concerns about them with holding the refund. The letter did list reasons for them withholding it however, it was for reasons that weren’t apart of the contract. The contract stated they could only hold my money for certain amounts and for certain reasons, they didn’t follow the contract while deciding to charge me e.g. “building needed to be aired out”; the manager I met with did not know what was in the contract, he refuted things such as who sets the alarms, the contract states that the renter sets the alarm but the manager admitted to setting the alarm himself, and failed to inform me of that… which was **** of the charge. 
  

  The manager did suggest I send the letter to the board, but I was required to send it to him, whom supposedly sent it to the board. According to his letter, the board declined the request, with zero reasoning. I’d hate to involve lawyers for such a petty amount of money but this company is leaving me no other choice. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  09/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought a house on this property two years ago and it wasn’t long before I had a problem with a roof leak , so I called the *** to have them fix the leak. I waited for months to have it fixed and then after they supposedly had fixed the leak it happened again. I waited months the second time for repairs and they just did half of the job. I’m here for the third time with another roof leak with the roof falling in as a result of half work being done . I’m really frustrated that I pay my dues on time every month faithfully but get nothing in return from the association. I regret buying a house with this association, they do not keep up with their side of the deal and it takes months for them to reply to any issues you may be having

  Business response

  09/26/2023

  The board and the association were not made aware that the roof leak had reoccurred until this correspondence was received via the ***.  The last correspondence with this homeowner took place in August of 2022. **** **** ************ was contacted on 9/25/23 and has the homeowner's information.  He plans on making contact with her on 9/26/23 and will be on site before the end of the week to address the issues. The association manager will continue to follow up until the work has been completed to the homeowner's satisfaction. Remington Park is also in the beginning stages of complete roof replacements. The initial roof inspection report has been received and the board is currently entertaining bids from several roofing companies regarding the replacements. The association manager and the board will continue to keep the community updated on the progress of the project. 

  Customer response

  10/10/2023

  It has been resolved 

• Initial Complaint

  08/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  United Property Associates left a notice on every front door of the condo community informing residents that towing would begin August 15th, 2023 for vehicles without proper parking passes. After receiving notice of the deadline, I sent emails on August 2nd, 7th, and 8th. I also left numerous voicemails asking what information was needed to be issued passes. It took a full week (8/9) to receive a single line email with the parking registration form attached, to which I immediately replied. Additionally, I sent a follow up email today (8/14) to inquire about the status of my parking passes. However, I still have not received any confirmation that my email was received, or that parking passes have been mailed, or are ready for pick up, despite the towing policy going into effect tomorrow (8/15). This "property management" company takes no pride in their work and clearly feels no obligation to respond to the owners within their communities.

  Business response

  09/01/2023

  UPA apologizes for the lack of communication and the delay in obtaining your parking passes for *** **** ******.  The Association Manager was unexpectedly out of the office.  The emails that you sent were located on August 16th and immediately sent to the Administrative Assistant to issue parking passes and mailed out that day.  UPA rescheduled the towing enforcement to begin on August 28th instead of the 15th due to the number of parking passes that were due to be issued.  The Association Manager will follow up with you to ensure the parking passes were received in the mail and that there are no further questions.

  Business response

  09/18/2023

  The Association Manager called her and left a voicemail on August 18th.  She did not receive a response.  She called again on September 11th.  The homeowner did answer, and the Association Manager told her that since the passes never made it to her by mail that she recommended picking them up at UPA's office.  She was very receptive of that idea but didn’t want to wait a long time if she came by.  The Association Manager called again a few minutes later to let her know the passes were at the reception desk ready for her to pick up and assured her she would not have to wait.  The Association Manager gave her clear directions to the office and let her know that she was the acting Association Manager now and gave her contact information for any future needs.  

   

  Customer response

  09/18/2023

  
  ****** ******** *******
  
  After 6 weeks of waiting, I am finally in possession of my new parking passes. Thank you so much to the *** for acting as a mediator, particularly given the property management company's apparent disinterest in direct communication. For the record, I strongly dispute the statement that I missed or ignored calls and voicemails from UPA in the duration; it is a convenient assertion with no ability to prove otherwise.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  06/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  BEWARE! UNETHICAL PRACTICES!!! I am an elderly woman with a fixed income that has fallen victim to this United Property Associates’ unethical practices. . Without any notice, they have shut off my water ( an ESSENTIAL service) when I have faithfully paid my monthly HOA fees. In an effort to communicate with the company I have been given no explanation from property management on why or even a resolution and hung up on when trying to figure out. I have left messages and no communication whatsoever. This is an unethical practice to turn off water with no notice, warning or legal premise. All neighbors have complained and agree about unethical practice on many issues.. parking, towing, property care, unexplained charges without any recourse. BEWARE! Find another property that is managed by ethical, communicative and professional property management

  Business response

  06/19/2023

  Ms. ****** was sent to Due Process for non-payment of water stemming back from January of 2022. There are two past due notices sent to her. One in April and one in June. She was then called to a hearing in front of the Board back on 5/2/23 and this noticed was sent certified mail. She received it on 5/6/23 for the hearing that was held 5/15/23. She did not show up for it. The results letter were mailed to her on 5/19/23. UPSA attempted to deliver it on 5/23/23 but no one was home to accepted but notice was given that the letter was out. Payment was received 6/16/23 and the water was turned back on.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We rented the clubhouse in our community & we had to put down a $*** deposit. We still haven’t gotten out deposit after being told directly by ****** ***** that it was a mistake & it would be in the mail the next morning. It’s now 4 days later. The corporate office is in Virginia Beach & I’m in Portsmouth. At this point it’s theft. I rented 2/11 turned the keys in 2/13. Today is Feb.25,2023. Email sent to ****** on 2/24 because she wasn’t available. I received an automated email that she was out of the office & to contact someone else whose name I will not put in this review as of now, because they were just put into this issue. We have a big problem. It really seems as if there’s stealing taking place & I can’t reach anyone for my money. I don’t want clarity, I want my money.

  Customer response

  02/27/2023

  They sent it after almost 2 weeks. However now we need answers as to why the water bills in this community are so high. It should be investigated.

• Initial Complaint

  01/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This property management group oversees and "operates" the *********** ***** ************ of which I am not only a resident but a homeowner. I travel for work and am on the road 9 months out of the year. - On 2 separate occasions my vehicle has been towed with no warning/authorization, multiple people have the shared sentiment that they are in cahoots with a local towing company for profit. - The property management group refuses to answer phone calls or communicate. I have lived there for over 2 years, have attempted 17 different phone calls and not once have I received a return call. -They do not provide any service aside from collecting HOA Fees.

  Business response

  01/23/2023

  The person listed as the complainant is not the homeowner and there is no lease on file for the unit. **** ********* *** is owned by ****** *** ****** *****. Per the Rules & Regulations, page 10, “vehicles not in compliance are subject to tow at the owner’s expense. License, registration, inspection sticker and city decal (if required) of all vehicles parked on *********** ***** property shall be up-to-date and visible at all times”. The vehicle that was towed had plates that expired in January 2022. ********** ****** placed a warning tag was placed on the vehicle at least 48 hours in advance. The tow company operates based on the contract and there is no monetary gain to the Association and the towing is at no cost to the Association. There is no record of voicemails or emails from anyone at **** ********* **** 

  Customer response

  01/24/2023

  Lease

  Business response

  01/26/2023

  It is the homeowner's responsibility to provide the lease to the management company. It is also in the rules and regulations that they are required to provide to the tenants. The manager received a voicemail from both tenants on 1/24/22 and spoke to ***** ******.  She was informed that if she provides the receipt showing that she is waiting for the *** to send her tags, that expired in 1/2022, then a hold can be placed on the towing per the ***** ** **********
  
  The manager emailed the homeowners on 1/26/22 to inform them that the lease was not received and to ensure that they provided the tenants with the rules and regulations.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  United Property Associates has been difficult to deal with. The ******** ***** Act XX-XXXX states that if the association caused the damage, then the association should fix it. I am the owner and I have a tenant living in my house and for the past 3 months he has been without a toilet in the Master Bathroom. I do not live in the area, and I have a property manager that manages the day-to-day business. The Association caused damage to my property by planting trees to close to the house and the roots of the trees started growing in my pipes. This is the third time this has happen since I purchased the home. The first time my insurance took care of it because we did not know about the root issue. The second we found the root issue and the association took care of everything and now we have a third time and the association been prolonging repairing the damage that was caused. The association provided the contractor. The contractor found tree roots in the pipes again. The contractor removed the toilet and ripped up my bathroom floor. The association said all the roots are removed and they want me to repair my floor and replace my toilet. I think that is unprofessional for them to want me to fix the damages that they caused to my property. My bathroom is small. I pay my condo fee every month and they are telling me to keep waiting for the board and lawyers to make a decision. I have been waiting on a boards decision for 3 months. It does not take 3 months to make a decision to repair damages they caused. All I want is my bathroom fix so that my tenant can take a shower and use the toilet. They caused the damage so they should fix it. I should not have to make an insurance claim and pay a deductible for something they caused.

  Business response

  11/30/2022

  Business Response /* (1000, 8, 2022/11/18) */ The response below addresses the chain of events related to the complaint made by homeowner ******* ***** from **** ******** Please understand the decision is made by the board and not United Property Associates. As of today, I the board provided their final decision on this matter and the homeowner was notified. -On 3.24.2021 ******* ****** (the homeowner's property manager) sent the manager a picture of Tree roots , first floor and requested this to be investigated since the Association maintained the trees. -On 3.25.2021 The manager sent ****** plumbing company out to investigate the tree roots at **** ****** -On 3.29.2021 ****** sent the manager an estimate to repair which was for ******* -On 3.29.2021 The manager sent the estimate to the ***** ***** ********* board to make a decision. The board voted to approve the estimate on 4.1.2021 ******* made the repair on 4.6.2021 -On 8.22.2022 ******* ****** (the homeowner's property manager) sent an email requesting ****** to come back out because she said the toilet in the master bath that the tree root was coming through the pipes that the **** ***** fixed was doing the same thing again. -On 8.22.2022 The manager asked ****** to go out an investigate. -On 8.29.2022 ******* ****** sent an email saying, "Thanks for sending out the plumbers to fix the root issues w the pipes . They jack hammered the bathroom floor and repoured the concrete . The question the manager had is will you be sending a contractor to replace the vinyl floor that was damaged ?" -On 8.31.2022 The manager asked the board to vote on fixing the vinyl floors for the homeowner at **** **** ****. -On 9.1.2022 the board asked the manager to check with the attorney and the board would make a decision based on the attorney's recommendation. -On 9.1.2022 The manager sent the information to the attorney to review for guidance. -On 9.1.2022 The manager asked ****** about the job done and their reply was, "We only install concrete to rough grade as we are plumbers and not a flooring company. Also, typically we are contacted after new flooring is installed to reinstall the toilet. Unless you do not plan on having flooring installed and are just going to leave the toilet on concrete?" -On 9.4.2022 the attorney ***** ******** sent her initial response requesting more information on where the tree was located. -On 9.8.2022 ****** sent over an email saying, " The tree is right in front of the house in front of the sidewalk, in front of the storm drain." -On 9.8.2022 The manager went back to the board with this information and asked them for their vote again on this matter. -On 9.12.2022 The manager sent everything back to the attorney for their final recommendation based on the location information per the board's request. -On 9.25.2022 the attorney responded with an additional question on location. -On 10.X XXXX The manager followed up again with ****** again to see if they had any additional notes on the location from the technician. They did not provided anything additional. - On October 7, 14, 21 and 28 The manager followed up with the board on the board's action items for a decision on **** ***** **** *** based on the information. -On 11.1.2022 The manager sent ******* an email, "Per the board, please contact the homeowner insurance. The homeowner will need to cover the expense if they're not willing to wait for the decision from the board and if it's determined later from the attorney that the Association is responsible the homeowner will be reimbursed when they submit their receipts." This is what the board instructed the manager to tell them for now until the decision is made.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This HOA is impossible to get in contact with. I just purchased and have since had my car towed and threatened continuously to tow by a company this HOA contracted. I have yet to be reimbursed, I was threatened and called several names, and this HOA will not aide me with dealing with their contractors. I warn EVERYONE to please purchase elsewhere, as I will be doing once I re-sell this home. This has been a bad experience thusfar.

  Business response

  08/30/2022

  Business Response /* (1000, 5, 2022/08/19) */ When the issue was brought to UPA's attention regarding the towing company, UPA reached out to the company to resolve it and spoke to a manager to ensure that this would not happen again. UPA let the homeowner know that the issue had been addressed with the tow company. In addition, the homeowner was told to come into the office to retrieve her parking passes and was told where she could park until she was able to come into the office. It is understood that she feels this did not happen in a timely manner but, these actions were taken. UPA will encourage this owner to become more involved in the community so that she can be part of the solution. UPA does not contract with any vendors, the associations contract with the vendors and UPA manages the relationship between the vendor and the association, as UPA did this case.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The United Property Associates is billing me for a property that I do not own nor have I ever owned. And they are continuing to Bill me without returning my calls or canceling a false account they have created. I will more than likely have to seek counsel in the near future if this is not resolved quickly

  Business response

  06/02/2022

  Business Response /* (1000, 5, 2022/05/24) */ A Mr. ******* ***** was referred to the office of ***** ** ******* (collection attorney) in September of ***** ***** ** **** has or had, two ******* *****'s in their office at the same time for collection matters. One was for ******* ****** in which *** manages and the other ******* ***** is for ******* ***** which UPA does not manage. The below notes are out of our accounting software for the ******* ***** in ******* ****** There are two entries in the comments on this account. You will see where the first note was entered on 3/14/22. ***** ******* office gave *** and address change for Mr. *****. The second note is from 5/18/22 where ***** ******* office informed us the address change, they previous gave us was not for the Mr. ***** in ******* Grant but for the other ******* ***** that they have in their office for Chimney Hill. We change the mailing address back to the unit in ******* Grant for this unit owner. On 3/14/22 *** back when the bankruptcy was in place notified us of a new address, I am sure I changed it but I am changing the address from *** ********* **** Suffolk, VA to **** ******** ***** Court, Fleming Island, FL XXXXX; on both accounts. On 5/18/22 per ****** office, they incorrectly gave us the wrong address, it appears that are two ******* *****'s in their office and it should have been the one for ******* *** and not the ******* of ************ So I have notified T&A on the BG account to remove the **** ******** Bluff Ct, ******* ******* FL XXXXX address and put it back as the property address. As you can see the notification of the incorrect address change reversal just came in yesterday from ***** ******* office. Mr. *****'s complaint to you was just two days prior to us receiving notification of the error. At this time, United Property Associates has rectified this one on our end and will no longer be sending any communication to this incorrect ******* ***** for the Chimney Hill Association to his address in ******** Consumer Response /* (2000, 7, 2022/05/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company Rectified the problem, Thank you UPA for taking care of this

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec 24th 2021, we moved into **** ****** st, awaiting the final closing on this property. 3 days after we moved in, it rained very hard and the ceiling on the first floor began leaking, plaster was falling to the floor. Our realtor, Lawyer and the HOA were all notified. Our lawyer responded stating that she also notified the HOA and they told her someone would come "check it out but they were behind schedule". After approximately 2 months we reached out to the HOA again because the ceiling began to leak again during the rain, with no response from the HOA. Today it is April 27, 2022 over 4 months since we obtained the property and no one from the HOA has responded to us, no email, no return call, no letter, nothing! We spoke with the previous tenants and they stated the ceiling has been repaired twice by contractors the HOA sent. They know this is an ongoing issue and they not doing anything to rectify this problem.

  Business response

  06/09/2022

  Business Response /* (1000, 8, 2022/05/09) */ The manager was contacted by the buyer's agent on 1/18/2022 regarding a possible roof leak. She contacted **** **** Construction with a work order request on that same date (1/18/2022). The contractor attempted to contact the owner at the number provided and was not able to make contact (number provided was XXX-XXX-XXXX). The manager has followed up with Mr. **** office on multiple occasions since that time to get an update on the repairs. They assured her each time she made contact that they were trying to fit this into their schedule and would contact the owner personally to schedule since access to the inside of the unit would need to be granted. She called the office of **** **** again the morning of 5/2/2022 for an update, they were finishing up a big project that week and plan on contacting this homeowner early the following week to address the outstanding issues. The homeowner has confirmed an appointment scheduled for May 5th at 3:00 with **** **** construction to at least evaluate the situation. Depending on what they find and cost of the repairs the repairs should be done before the weekend. Consumer Response /* (3000, 10, 2022/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) No work has been performed yet , they came out and assessed the job on May 5th st 3:00pm and never came back to do any work, it has been two weeks Business Response /* (4000, 12, 2022/05/25) */ The manager reached out to the homeowner and the contractor on X-XX-XX to confirm whether the contractor showed up to complete the exterior repairs on Saturday like he assured her he was going to. The homeowner called the manager back on X-XX-XX to let her know that they did show up and that all exterior roof repairs were done and finalized on Saturday and that they entered his unit to evaluate what type of interior damage may need to be addressed. The contractor is getting materials together for that and assured the homeowner that he will be in touch in the next week or so to start those repairs as needed. The homeowner expressed that he was happy with all work and repairs that have been completed so far.

*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. ↩