ComplaintsforService Plus Community Management LLC

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  my HOA is raising our monthly premium by $100 per month and yet almost never willingly does anything for us as homeowners. I reached out to them about a neighbors large dog being on the patio for hours a day, barking incessantly, and leaving copious waste on the patio which leaks onto mine and smells terrible and they emailed me acting as though they were going to help me. then they quoted me back PART of the pet nuisance ordinance listed in our HOA rules and regulations in an effort to manipulate information and left out the top half of the paragraph which states it is HOA covenant enforced. they are literally not doing their job, for which I pay a hefty monthly premium. I have experienced unwanted advances from this neighbor so I did not feel comfortable/safe reaching out to him directly, they don't care and forced my hand to reach out with the chance he'll be inappropriate again. Regardless, this is part of what they say the enforce, so I should not have been placed in this position. I have reached out via email and phone they have not responded. I feel so defeated and disrespected. They could have and should have helped me.

  Business response

  04/03/2024

  Please see the email that was sent to the homeowner below. While we do feel sorry for the things this homeowner is experiencing, as an *** management company, we are restricted in what we can take action on by ******** law and the Association's governing documents. If there governing documents don't give us authority to enforce an issue we can't do anything. In this case only the police can address the unwanted advances from the neighbor and the governing documents advise homeowners to reach out to animal control about pet concerns that don't involve association common elements. We are handling the customer support concerns she has internally. Please feel free to email me at **************************************** with any questions. 

   

  Email sent to *******************: 
  

  Hey *******,
  
  I want to apologize for the delay in getting back to you. Yesterday was incredibly busy, and Ive been in meetings all day today, so I havent had a chance to respond to you the way I would have liked.
  
  First,I want to apologize for the experience you had with ******. Without making excuses, he has been going through some things and unfortunately it has affected his work. I did speak to him the other day and he let me know that he has been yelled at a lot by homeowners and it has affected his patience level.While I dont know the details of your conversation, I can tell by your emails that your interaction was not pleasant, and it sounds like ****** was short with you and perhaps made you feel like you werent being heard. I apologize for that and absolutely would ask you to reach out to me directly if you have any similar issues or concerns so that I can address it before it becomes a bigger issue.
  
  ****** did reach out to **** and myself for guidance regarding your concerns and we told him to issue violations wherever the governing documents gave us authority to do so. We really dont hesitate to take action wherever we can, especially when it is obviously causing issues (and involves a pet). ****** had told us that he could not find anything in the documents for pets on unit property.Because I was in meetings, I didnt have a chance to double check his review but did see that we could only control pet waste and unattended pets on common elements. I havent looked back to see if he mentioned the barking, but he should have caught that and we definitely would have expected that we issue a violation for the noise.
  
  With regards to the pet waste, unattended animal, and unwanted advances, we unfortunately, as an Association/***, are bound by what the power given to the Association by the governing documents. If the governing documents dont say anything about unwanted advances, or pet waste and unattended animals on patios, we literally cannot step in.  To do so would be a violation of the power and authority given to our office by the governing documents for the association. While we feel deeply for your current situation, it is out of our control. With the governing documents as they are currently written, only animal control can address the pet waste on the patio and the dog being left outside, and only the police department can address the unwanted advances.
  
  I do also want to point out some other issues that we have been having with ******** State Law. Bills have recently been passed that severely limit what the *** can do, and what it can enforce. Part of those laws states that an association may issue a warning letter for a violation but that the association MUST then give the homeowner a full ********************************************************************** addition to that, if the homeowner,resolves the violation, for example, in this case, if the homeowner brought the dog inside, law would require the *** to resolve the violation and the *** would have to start all over again. Believe me, we are as frustrated as you are. Our authority is extremely limited because of these laws, and we encourage homeowners to reach out to their local law makers and tell them how this law (SB22-1137) is affecting your day to day life and your right to reasonable enjoyment of your home and community.
  
  I did also notice that you left a complaint on the Better Business Bureau, and would love to get this resolved outside of that system. Please let me know what we can do to make this right, if you are able to have them pull that review back off the system that would help my workload ? However, I respect your needs and will respond to the complaint through the BBB if you would like me to.
  
  Again,I want to apologize for the negative experience you had this week. I hope you know that this is not how we want our company to run and that while we dont allow our representatives to be abused verbally, we do expect them to conduct themselves professionally and empathize with our homeowners. This is your home,your community, and we want to do what we can to help whenever and wherever we can. Was it just ******, or have you had a negative experience with someone else on my team?  
  
  Do you have any other unresolved issues that I can help you with? I think you had a concern about rats, and we did send a pest control company out right away who will continue to monitor the community for a few months to make sure there isnt a problem on the common elements. You also had concerns about the assessment increase, I want to assure you that this increase has nothing to do with monies that the Association or Service Plus are using for anything other than paying the insurance assessment and any other maintenance needs in the community. If you would like to see changes in the governing documents, the ***** of ********* does have authority to adopt Rules and Regulations and it might be a good idea to attend a board meeting and ask the board to consider adding rules against harassment, pets, waste and damage to neighboring units.They are the only ones who can update the rules and regulations. I will personally go through your original email and will make sure that any rules or documents that are being violated will be addressed with the homeowner in question. Is there anything else Im missing?
  
  
  ***********************
  
  Office: ************
  Fax: ************
  Email: ****************************************
  Web: www.servicepluscm.com
  ************************************************************************************
  Office hours by appointment only.
  Notice: This e-mail message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.Please virus check all attachments to prevent widespread contamination and corruption of files and operating systems. The unauthorized access, use,disclosure, or distribution of this email may constitute a violation of the ****************** Communications Privacy Act of 1986 and similar state laws.
  This communication does not reflect an intention by the sender or the sender's client or principal to conduct a transaction or make any agreement by electronic means. Nothing contained in this message or in any attachment shall satisfy the requirements for a writing, and nothing contained herein shall constitute a contract or electronic signature under the Electronic Signatures in Global and National Commerce Act, any version of the Uniform Electronic Transactions Act or any other statute governing electronic transactions.
  

  Customer response

  04/03/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I never had a problem with HOA except this one. It is about fence and landscape design plan, *** says "Per the governing documents of the association the board has 30 days from the date they receive the application to review design applications. " So I am good to start the work if no response within 30 days. I submitted the desigin plan on Mar 14 2023, they did not respond within 30 days(Apr 13 2023).We started the work on Apr 15th. But after another week HOA rejected my plan and ask for my infomation without an applogy of their breaking the governing documents/rules and making me so much trouble.I complained, then they responed back very strongly without feeling any *****. "Please cease and desist all improvements. Your application was denied and additional information is needed before your application can be approved and you can move forward with improvements.Please note that all improvements that are made without approval are a violation of the governing documents for the association and that the Association not only can fine you for making said improvements, but that you may also be required to remove any unapproved improvements, at your own cost and expense. "I want them to pay all the cost ( time and money) to pause the work and redeisgn the redo the work to correct it.

  Business response

  05/02/2023

  We spent time educating the homeowner on our relationship to the *** which was a large misunderstanding.  The issue has been resolved.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Building 19-10218 April 2022 I've called and requested access to my storage. I've called, I've paged, I've tried to ask maintenance on site. Still after a month of trying I give up. You people prefer to cause unnecessary strife. I'm sure there is lawful reasoning that says I should not be repeatedly denied access to my property. I'm also sure its not goo business. I know you are trying to protect the community from vandals and thieves, I appreciate that, but that no reason to keep me from my property. You are saying to us that no matter how long you've owned here or rented here the *** assumes that we are all guilty of theft or are believed to have a propensity to be criminal. Then *** punished ALL with a lockout. Your maintenance men are not always available Also I notified your company that a licensed certified licensed electrician has determined that the electrical problem I have had for years have been ignored. While trying to locate the problem the electrician discovered a nail in the wire leading to my balcony light. He had to remove several pieces of siding and needed to remove more. We both agreed that we should consult the *** because of the need to remove more siding and because the repair needed to be accessed from the outside. I notified my landlord. Still nothing. The second issue is the electrical outlets to my dishwasher and garbage disposal were cut by your maintenance man. I caught up with him and he said it was fixed. the garbage disposal blew replaced and blew again. Luckily the warranty was still good. It was the repair by an unlicensed certified electrician. The tape up repair is evidently faulty. Electrician for the previously mentioned reason; repair within outside wall and can only be accessed through breezeway. The maintenance trying to access a leak (grey water cast iron pipe) cut into the WRONG wall with saws-all cut the wires. To access the leak I told him he had to access the leak by cutting into the wall behind my refrigerato

  Business response

  04/28/2022

  Service Plus community Management the managing agent for Oak Park Condominiums where the complainant resides.  We have no direct control over the incidents described in the complaint as we report to a ***** of **************** Additionally, the complainant is a tenant rather than a property owner and they have indicated in an alternate message to us that they are having difficulty with the property owner as well.  The property owner is responsible for certain maintenance that must occur in the unit while the condominium association is responsible for exterior care.  We have attempted to contact the complainant to assist them in resolution but they have not replied to the call from *********************. Please call so we can get this resolved. 

  Customer response

  05/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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. ↩