ComplaintsforThe CWD Group Inc AAMC®

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Group has a problem with bigotry and creating a hostile work environment. Poor managerial decisions led to them sending a $60 an hour maintenance person who just stood around spouting agist remarks about how old and useless the people are who do the landscaping and maintenance.Worse, they are super slow to respond to complaints and have zero initiative to fix actual problems, let alone creating new problems by sending over hostile people with bigotry being the only thing coming out of their mouths.The people they have answering the phones are openly hostile and will escalate the caller with harsh language, especially the after hours people who get ****** off that you're calling them after hours when that is part of what we're paying them for.

  Business response

  02/02/2024

  After review of the complaint filed and investigation, we have determined that the complaint was unsubstantiated. CWD Group has reached out to the homeowner who filed the complaint to continue due diligence and discussion.

   

  *********************, CMCA, AMS - Client Engagement & Satisfaction Lead

  Customer response

  02/02/2024

   
  Complaint: 21205385
  
  I am rejecting this response because: I listed multiple complaints in the follow up email and while one of them might have been unsubstantiated I have not seen movement on the ones that are not unsubstantiated. From the timestamps he wrote a letter to me asking about my problems and then wrote here that it was all resolved. He never responded to my email where I emailed backache list of problems that need to be addressed. Please keep this complaint open until this business makes some movement in toning down their hostile actions and treatment of our members.
  
  Sincerely,
  
  *******************************

  Customer response

  02/14/2024

  Clarification - 

  1) No response to the after hours complaints with the after hours manager escalating people by being sarcastic and rude.

  2) No response into the hostile work environment created by their employees

  3) No response from the community manager apologizing for their agist remarks and lack of proper telephone etiquette

  4) ***** was not receiving pay or benefits for almost 3 months and I think this needs to be addressed because it entails harassment, bigotry and poor management skills and lack of humanity.

  5) The front gate was fixed independent of this complaint but it has been a major problem since these guys took over and promised they would fix all our problems

  6) We have problems with standing water and other issues that are not being addressed

  Business response

  02/29/2024

   

  This complaint was previously submitted and as indicated in our response, after review of the complaint and investigation, we have determined that the complaint (Specifically items #1, #2, and #3) is unsubstantiated.
  
  With respect to item #4, the complaint is inaccurate and is a matter that was resolved with our HR Department and is not information that will be shared with a non-employee as it is confidential between the employer and employee. 
  
  With respect to item #5, management has confirmed that it was a problematic gate but has been fixed for several weeks now. Specifically,a homeowner notice was sent to the community on January 25th at 11:06 AM and the complainant opened the email at 8:55 AM on January 26th.
  
  Finally, with respect to item #6, management has not been advised of such a problem until *************** and the ***** of ********* are investigating the concern.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  First, I have an issue with the call box. We have over 150 names but only 50 units. They are the ones to manage this and it takes 3 minutes to get to the person you want to call We pay $500 -$1300 for HOA fees for this person to do nothing.This person shows up to HOA meetings that are a professional setting not knowing any information; it just shows the professionalism of this company; they dont care. Theyll apparently hire the last worker from a ********* or *** drive-through to manage entire communities.When I moved in the president told me to her (employee) defense she just had a baby.. really?!Im sorry but when did having a baby make a companys reason to just not respond to home owners while we pay out the nose for this companys management?Getting to the point I requested video footage of an HOA member stealing my packages. Which is a federal offense. I have my own footage but it was blurry. I requested this one month ago. This employee waits one month with me following up three times to request footage.As we all know the footage wasnt available after a month. Because its usually 30 days of video with any company. Another reason this drive through millennial shouldnt be employed. Im disgusted by the fact this company doesnt respond timely, that they wont work for the homeowners that request assistance, its apparent, this community isnt their priority.I know from living in other communities this company do have great employees. They show up. They do their job. They are professional.Unfortunately for this community we are left with ******** that cant do her job timely or at all.********, shes also a liar. She states there isnt work being done that can impact homeowners. She responds weeks later, she doesnt do her job.A company that employees this type of person shouldnt receive my monthly payment as we have no recourse when there are issues.

  Business response

  07/17/2023

   

  The Homeowner and I had the opportunity to speak last week. Overall, the homeowner has concerns with the Manager and her abilities and together we have agreed to work together to resolve the concerns and hope to have full resolution before the end of the week. With respect to the request for security footage, I did explain that Manager promptly submitted the request to the ***** of ********* who must approve the request before the manager can approach the 3rd party security firm to secure the footage. That request was delayed by the ***** of ********* before approval was finally provided. 

  Customer response

  07/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I agree to withdraw this complaint while we work on the resolution. 
  

  In the future when a member of the managed community makes a complaint about an *** member stealing their package and requesting video footage that the management company would use better judgement to proceed to her management rather waiting a month for the *** to make a decision on allowing footage be granted and losing the requested footage. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  CWD has issued myself a $42k assessment charge against my unit, citing various bldg repairs deemed necessary by ***************************************** HOA I was told however (also noted and prepared in the attached document) by both CWD Group and my HOA that there were no pending assessments when I purchased two years ago They are asserting that because I purchased one week before the meeting mins were logged that I am still required to pay

  Business response

  05/12/2023

  I had the opportunity to speak with Ms. ****** regarding this matter, and after a thorough review I wanted to clarify the facts. First,CWD Group did not issue any assessments. The ******************* *************************** did in fact approve by a vote of its members to pass a special Assessment in March 2023. At the time of purchase the Association was aware of the need for property repairs and were pursuing an insurance claim with their Association Master policy. At the August 5, 2021 Board meeting there was mention that should the insurance carrier deny coverage, there may be a need for a special assessment, however, a special assessment was not specifically considered at this time as the cost of the project had yet to be determined.
  
  At the time of ****************** purchase and pursuant to RCW 64.34.425 Section 1F the Association was not required to provide a statement of a special assessment without knowing if the cost of the repairs would be in excess of 5% of the Annual Budget of the Association.
  
  In February of 2022 once the magnitude of the repairs was becoming clear, a disclosure was added to all resale certificates of a likely special assessment. In March 2023, there was a formal meeting of the Association to approve or reject the special assessment. At that meeting, the Special Assessment was approved by 94% of the community with only 6% rejecting the special assessment. Adequate notice was provided to every homeowner of the Association, including Ms. ******* It should be noted that Ms. ****** did not vote to reject the special assessment.

  Customer response

  05/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and do not find that this resolution is satisfactory to me. Although it is stated that the Association was "not required to provide a statement of a special assessment without knowing if the cost of the repairs would be in excess of 5% of the Annual Budget of the Association," they were aware that there was an impending assessment and deliberately chose not to disclose this fact to myself or my realtor when we inquired about assessments - and omitted this information at the time of sale. 
  

   This was an unethical decision made by both **** and CWD Group. 
  

  It is correct that I did not vote on this decision. This was because I did not believe or feel my vote would make a difference.

   

  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This matter regards a water accident at ******************* condominium. Unsecured water escaped in #*** causing damage to the infrastructure of the building between floors, and to my unit #*** below. This required remediation and extensive repair within that area of the building. CWD called ServPro to address the damage.I am attaching a photo of the damage. The major damage was to CWD infrastructure, the area between floors. ServPro needed to cut through my ceiling to address the soaked area between floors.I consider that damage to the building. The damage should not be assigned to my unit because of its proximity to a problem, or because my unit was used to access a damaged area of the building.#*** requested billing from CWD. To my knowledge, CWD did not attempt to bill #*** for any of the damage. CWD opted to charge my unit #*** instead, for the responsible partys uninsured liability $1,171.50.The $1,171 represents the insured's portion of the claim that disallowed by his insurer. I believe nobody knows why it was disallowed. To my knowledge, nobody has questioned the legitimacy of the charges. CWD submitted the claim but did not follow up. The responsible party, #***, accepted all responsibility. He offered to pay the unpaid (uninsured) balance twice. CWD apparently lost his first check to CWD, then CWD apparently declined to accept a second check from #*** for $1,171.50 to cover the balance. I have some indication CWD told him in March of this year not to pay this balance of $1,171.50. Attached is my letter to CWD, sent by mail yesterday, 4/20/2023. I have additional correspondence, e-mails mostly, to support the complaint i am making today about CWD's practice in this matter.

  Business response

  04/28/2023

  Good afternoon,

  Thank you for the opportunity to respond to the complaint filed.

  We have reviewed the complaint by ******************** and attached are the *** Group responses to the complaint.

  If needed, *** group can and will compile all email communications and any other supporting documents in requested.

  Thank you.
  
  *********************, CMCA AMS (He/Him/His)
  Client Engagement & Satisfaction Lead
  Business Association Manager

   

  Customer response

  05/01/2023

   
  Complaint: 19966548
  
  I am rejecting this response because:  Mr. ******** (CWDs) reply of 4/30/2023 consists only of his comments on some sentences hes copied over from my complaint. He does not respond to the complaint itself.  My full reply is in the MS **** document attached.  It is seen as "Reply to *********************."  It is to pinpoint the complaints I have and the remedy I seek.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I overpaid my monthly homeowner fees by $14,193.30 (by continuing to pay for a special assessment when no required). I notified CWD Group (property management company) via email on July 31st. Despite numerous communications where CWD acknowledges they need to reimburse me, it has not happened due to "cash flow" issues. Here is the timeline - 7/31 - I sent email to CWD 8/23 - Response from ***************************, CWD included text "Thank you for your patience as we researched the issue with your account. I just want to circle back on the potential of leaving the credit (or some of it) stay in place, and use that credit to pay your monthly invoices. Refunding the entire amount will cause a cash flow issue for the Association. Please let me know your thoughts."8/23 - I spoke with ******. She wanted to reimburse half and let remaining balance ($7,000+) on account to pay monthly fee. I said NO since it would be over one year to recoup this balance. I would accept one third NOW, one third in September, last third in October. I was told since I pay via ACH, my checking account will be credited (meaning no check to be sent). I was told I would be given an update on 8/26.9/3 - Since I had not been contacted. I sent an email asking for the FULL amount to be paid by 9/6 or I would file a complaint with the BBB.9/6 - ******, CWD replied - "Thank you for contacting me. The Board is meeting today to approve the transfer of funds. The check should be leaving our office tomorrow; I will confirm with you when this is complete."9/6 - I emailed a reply to confirm receipt of message.9/18 - As of today, the $14,193.30 credit remains on my CWD account. My checking account has not been credited and there has been no further communications from CWD.I think I have been patient and understanding. How can CWD manage a business when it cannot refund an overpayment of money that does not belong to them in almost two months?A copy of my CWD account has been uploaded.

  Business response

  10/02/2022

  This issue has been resolved to the owner's satisfaction.  The issue was that the ***** of ********* had to transfer money from their reserve account to the operating account to make the payment.  That action on the part of the ***** of ********* took longer than the owner wanted, but it was outside of CWD Group's (as the management company) control.  That reimbursement has been made.  ********************* of CWD Group has corresponded with the owner, and they agreed to contact the BBB to affirm the issue was resolved.       

  Customer response

  10/03/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory.  Because the response implies that I was unreasonable, let me clarify.  Please see my remarks to CWD's response -

  "The issue was that the ***** of ********* had to transfer money from their reserve account to the operating account to make the payment.  That action on the part of the ***** of ********* took longer than the owner wanted, but it was outside of CWD Group's (as the management company) control."   WHile repayment was not in direcdt control of CWD, at no point in my communication with them was I refered to the ***** of ********* to pursue reimbursement nor was I told the reason for the delayed repayment until after BBB complaint filed.  I was only given dates for resolution and dates for status updates which were never kept.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We sold our condo in April 2020 however were still charged HOA dues for May 2020. Additionally we had overpaid dues in the past and so already had a positive balance on our account and are also owed that amount. I have attempted to contact CWD group several times and have continually been told some one from the accounting department will contact me and yet I have still not been contacted. The amount owed is in excess of $1400 but I can no longer access the resident portal to get the exact figures.

  Business response

  06/09/2021

  This is our Escrow Department's findings and will expedite the refund.  Thank you.  

   

  FM-0502-02.  Transfer of ownership was completed on 5/11/2021 by Daniel.  I am not seeing that he submitted a refund request to the A/R rep which I now have done.  
  I’ll get that in right away, and request a rush on it.
  
  RE: the additional credit on the account - there was a credit of $660 on the account, which was transferred to the new owner (as it was disclosed it would be, per the Escrow Demand (see attached); the Title co should have collected the funds to offset that.
  
  So, all that we owe the former owner is the $851.97 that was not submitted for refund request/approval when the transfer was done.
  
  Thank you,

  Customer response

  06/09/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Can CWD please send details of the refund (i.e. how it will be sent and when) to ********************.
  
  Sincerely,
  
  ****** *********

*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. ↩