ComplaintsforAssocia Home Office - Dallas

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The ********************************* a Florida Limited Liability has been nonresponsive to requests to release unit 104 to close. The unit owner ****** ********* is elderly and disabled. He has been compliant with all necessary requests and provided right of first refusal opportunity as requested. His closing has been delayed due to non-responsiveness of the *** representative ******. He is at risk of losing the buyer. If he loses the buyer, he will be unable to pay his mortgage resulting in possible foreclosure. He has been discriminated against due to his disability and age by the *** with non-compliant requests of the unit owner not listed in the CC&Rs and lack of timely responsiveness as well as their failure to maintain the plumbing system throughout the building. Immediate responsiveness must be taken regarding release of the condo unit so the closing may occur.

  

  Business response

  10/29/2024

  Good afternoon, 

  The Board and management team have been in communication with this owner and his daughter and their title company since September. All of the necessary information and documentation has been provided to satisfy their closing requirements. The account is also in arrears which will need to be resolved as well prior to closing and the owner was advised of the same. No pending maintenance work is requested or needed on the association's end as the interior of the units is the responsibility of the owner.

  The association has been responsive and has addressed all questions and concerns regarding this pending closing. We consider this matter finalized and closed on our end. 

   

  Thank you!

  Customer response

  10/29/2024

  I have reviewed the business response and accept this resolution with one additional comment related to the delinquent dues. They have advised that these can be settled upon closing of the property.

• Initial Complaint

  10/18/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We received a communication from the property management Association Services of ******* on September 30, 2024 that their monthly fee of $650 will increase to $1,300 on November 1st, their contract establishes 3% increase per year and obviously more time to implement their increase, not in 30 days and not 91% increase. Association Services of ******* decided to act this way when their performance has been very unprofessional and quite negligent to say the least, we had had in the last year 4 different property managers one worse than the next one.

  

  Business response

  10/22/2024

  Good afternoon Ysa ********,

  We as always greatly welcome your feedback and thank you for brining this to our attention.  As you and your surrounding associations have been made aware, Association Services of ******* will be keeping all pricing flat to ensure that we can meet and exceed the expectations of you and your community.  As always, appreciate your concerns and we look forward to having an opportunity to service you and your community for the years to come.

  Thanks! 

  Customer response

  10/25/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Contact information:****** ******* ************ ********************* Community:*********************************************************************** Homeowner account #: *******, address *************************************************** Homeowner mailing address:************************************** Primary case number assigned by Associa: #******** Summary: On July 12th, 2024, Associa withdrew $1,000 from my credit balance hoa account due to an error on their part assessment. The hoa Board agreed that the withdraw was in error. The ************, FL branch, has been no help recovering my funds, stating that a request has been submitted for the return of funds and that its out of their hands. The ********** office says that there is nothing posted to my account to indicate an order to return funds. Many on-line filed requests go unanswered or cases closed via their town sqr app. Our community representative is ******* *****, ********************* he is a week new to the job, but he too has not responded to personal status requests as I seek a timeline and status of return of funds. The attached .pdf is the email case history - see yellow highlight sections of where Associa said that they were in error and that they would return ******** a very reasonable person but, please, help. I have documented this case in detail via email to the local community office and to Associa HQ contact page and to the community Town Sqr app of our community *****************************************************, **.

  

  Business response

  10/25/2024

  Our Vice President of Operations, ***** *****-*******, met with Mr. ******* in person at the ************* meeting to discuss his concerns. After a thorough review, it was confirmed that a $1,000 fine was mistakenly left on his account ledger despite the board of directors' decision to reverse it. We apologized for the oversight and assured him that the fine would be promptly removed. Following the meeting, the fine was reversed, and our community manager notified Mr. ******* of the correction and confirmed his ledger now reflects a credit balance. We appreciate him bringing this to our attention and we sincerely apologize for the oversight and any inconvenience this has caused. 

  Customer response

  10/27/2024

  I have reviewed the business response and accept this resolution. 

  I concur with the businesss synopsis and status.  On October 21st I flew from **********, *****, to ************, **, and met personally with Vice President of Operations,***** *****-******* and reviewed my case.  The funds were indeed put back into my HOA account within two days of our meeting and I find the amount accurate.  I do thank ***** for taking the time to review my case, and a special thanks to *** ***** for the follow-up phone call. 
  
  In my case, text, voice calls, emails and direct mailing were meet with weak and most often times no answers. My correspondence remained professional as I simply needed a little help and communication as I lived out of state. My case took 8-weeks to resolve and $790 in unscheduled travel expense.  It shouldnt have.
  
  Somewhere lost in all of this was the customer.          
  
  I wish to close my case with no further action needed.     

   

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in The Landings at ********** Unit 4502 I am filing this complaint out of sheer frustration based on a letter I received dated 9/17/2024 regarding a Notice of Late Assessment. I contacted them on 9/29, 9/30 and finally spoke to ****** on 9/30 who indicated she did not know about the letter and did not have it and could not answer my questions. The letter dictated a 30 day time frame for response. I maintained from the beginning that their was no delinquency as all assessment payments for 2023 and 2024 have been made, The letter indicates the 9/01/24 maintenance fee of ***** was unpaid. The letter is in error as my 9/1/24 payment of ****** cleared my bank on 9/4. A late fee interest and collection fee were added. My assessment has never been *****. I did learn on 9/29 that I had a credit balance of ******. Since my last phone conversation on 10/4 that credit balance has decreased to ****** (this happens to be the amount due according to their letter) It would seem that ****** just vanished. I sent a detailed email to Mr ******* on 10/6 (sunday) As of this writing on 10/7 at 1:55 I have not been contacted regarding the issues raised. A copy was also sent to ******. I have placed 4 phone calls, 1 routed to Dallas and the other to ***********. Further details are contained in the email No one has the letter or knows what it says or can address my questions but yet Associa wants to hold me accountable based on erroneous info with no accountability for their inept service. I have never rec'd this type of correspondence before and had no reason to question accounting issues. Since my account status changed after my last phone call on 10/4 up to 10/6 pm I am concerned. The Florida Attorney General's office indicated they could assist if I was not able to reach resolution. However, I have tried to resolve this on my own and still desire to do so so I can return to normal. For the record my 10/2024 assessment was accepted by you on 9/30/24,

  Customer response

  10/08/2024

  On 10/8/2024 my bank advised that The Landings had advised that my remittance for 10/1 was an invalid account.  This was 1st remittance to new lock box in ********  I verified account number and address based on information provided and all information verified.  I am awaiting call back from a Billing Specialist as HOA will have to be resubmitted.  Why did this happen? This will undoubtedly result in a late fee which I am not responsible for. My account number has not changed

  

  Business response

  10/14/2024

  This letter is in response to the BBB complaint filed on October 7, 2024, by **** ********. On September 11, 2024, the homeowner was mistakenly charged a late fee of $25.00,interest of $1.33, and a collection charge of $20.00, totaling $46.33. These charges were applied in error, as the homeowner made her October assessment payment on time. We have since identified the issue and reversed the $46.33 charges on her ledger as of October 10, 2024. The community manager left *********** voice message today to let her know that we have correct the overcharges and she will also receive an updated ledger via email for her records. We apologize for the oversight, and this matter has now been fully resolved.

  Customer response

  10/15/2024

  I am rejecting this response because: the matter has not been fully resolved.  The letter sent to me requests a maintenance fee of $88.80 as well as the fees for a total of $******.  The fees returned total *****. On 9/29 there was a credit balance of $303.67, on 10/6 the credit balance was reduced to ****** and on 10/13 it was reflected as 62.47  There was no telephone call from the property manager,  I received no voice mail as answering is not enabled and the only call on 10/10  was at 4:15 noted as anonymous call (private #)  There were only 2 rings so there was no opportunity for a call. Keep in mind that Associa sent the letter I responded and have been trying to resolve this issue.with little or no clarification.  There are still questions unanswered.  This has now mushroomed into a situation involving my October assessment payment being rejected as "invalid account"  No one can seem to explain what this means or how to correct it. Payment was sent to the new lockbox as instructed.but, was returned to my bank. I was presented 2 different scenarios 1) all florida payments going to ***** were affected and 2) only 33 were affected of which I happened to be a part of. ******** indicated in email to me that payments effective October 1 were to go to the Miami lockbox which is contrary to information sent to me.  I was informed that due to an error by the former bank my payment was redirected to Dallas.  My payment was sent to ********  I have not experienced an error such as this with any other bill pay or payee.  As you can see there are unanswered questions and numbers do not align  Upon contacting ************* I am repeatedly told they cannot provide me any information as my account is noted as receiving a Notice of late assessment.  I was to be contacted by 3 different billing specialist regarding the returned payment but have heard from no one.

  

  Business response

  10/17/2024

  Multiple call attempts and emails were sent to try and answer Ms. ******** questions.  The manager and owner have now spoken on the phone today,10/17. The manager will be reviewing the ledger with the owner. It appears, the owner did not pay the increased assessment difference on two occasions (Jan 2023 with old management and January 2024 with CMC JAX), leaving her with an outstanding balance she indicated she was not aware of. The late fee, late interest, and the collection fee all have been reversed on her ledger. She only owes her increased assessment balance. The manager will review this with her and has emailed her both ledgers (CMC JAX and from prior management).

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 6, 2024, my car was towed from a handicapped parking space in my townhome complex. An email was sent out on August 30, 2024, at 8:30 PM stating that any vehicle blocking the sidewalk would be towed away. Despite having a valid handicapped decal, my car was towed. The *** hired a towing company called Target Towing to drive around and tow vehicles. When I contacted the **** they claimed to have no reports of my car being towed from the handicapped parking space. I visited the tow yard and took pictures of my car in the parking space as well as in the tow yard. ****** ***** assured me that I would receive a refund within 10 to 14 days, but I did not receive it after 14 days. I had to pay $250 to retrieve my car. Additionally, my car was damaged during the towing process. Both the *** and the *** are denying responsibility, and no one is being held accountable. This situation is unacceptable.

  

  Business response

  10/19/2024

  Associa ********** does not manage a community located in ********. We are requesting Ms. ***** specifies which Associa branch this complaint is filed against so we can assist. 

• Initial Complaint

  10/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 8/30/2024, I lost my access card to the ******************************* (***************************). The access card is required for amenities and the mailroom. The landlord has tried contacting Associa Hill Country, the property manager of ***********, to no avail. I can only contact their customer service number as I am not the account holder. I have not had access to my mail for 38 days. Attached are screenshots of emails and text messages between myself, SmartEgg Properties, and Associa. Below is a timeline for reference:8/30/24 Initial call to SmartEgg Properties (liaison between tenant [me] and landlord), left a voicemail message regarding the lost access card.9/10/2024 Text received from SmartEgg Properties where I confirmed that I did not have the access card. I texted ******************* stating my willingness to cover any fees associated with the replacement access card.9/16/2024 Text exchange with SmartEgg Properties, no timeline for resolution.The landlord contacted Associa and put in a request for a specialist to look into replacing the key fob with high priority.9/24/2024 Text exchange with SmartEgg Properties, no timeline for resolution. The Landlord was still waiting for Associa to return her call about a high priority situation. The landlord was told by an Associa representative that a specialist would reach out in ***** hours.9/27/2024 I texted and left a voicemail to SmartEgg Properties inquiring about an update. No follow-up from Associa regarding a timeline for resolution.10/3/2024 - I called the Associa customer service number and explained the situation. I was told a specialist would contact me within ***** hours. I also emailed Associa Customer Support and let them know if I did not hear from them, I would file with BBB.10/7/2024 - Did not hear from Associa, timeline still does not have a resolution.Please help me get my access card. I have the right to access my mail.

  

  Business response

  10/10/2024

  Upon review, neither the tenant nor the homeowner attempted to escalate the issue through local channels. We investigated the communication breakdown that led to this situation and identified that a service ticket was opened and then closed approximately four minutes later by the ***** preventing it from reaching the queue.
  Additionally, we were unable to find any evidence of communication from the tenant, property management firm, or homeowner before October 2, 2024. The homeowner did reach out to **** via email on October 2nd, but the message was unfortunately missed. A team member attempted to call the homeowner; however, the phone number on file is not working. We have since responded to the missed email, but we have not yet received a response from the owner.
  
  
  

  Customer response

  10/10/2024

  I am rejecting this response because:   While I appreciate the response, please understand that there are facts missing from Associa's statement. I will address these according to direct quotes from Associa's response.

  "Upon review, neither the tenant nor the homeowner attempted to escalate the issue through local channels." My response: I do not understand this statement. As per the attached screenshots in this response and to the initial complaint, it is clear that I, the tenant, was attempting to obtain a timely response from Associa. It is also clear that the owner had attempted to contact them multiple times. Additionally, the only way for me, the tenant, to contact Associa is to call their customer service number as I am not the account holder. I called the customer service number on October 2, 2024, and October 7, 2024. 

  "...closed approximately four minutes later by the ******** My response: Who is the ***** and why would they have closed the ticket when it was not resolved? Why wasn't I or the owner contacted about this?

  "Additionally, we were unable to find any evidence of communication from the tenant, property management firm, or homeowner before October 2, 2024." My response: Incorrect. Please see the attached screenshots in this response, and from the initial complaint. I have documented times myself and the owner contacted Associa prior to October 2, 2024. Please also understand that I was not aware I could contact Associa's customer service number until October 2, 2024, as I am not the account holder and therefore previous attempts to call the number posted at *********** were unsuccessful.

  Finally, I reject Associa's response as I have still not received a replacement access card. I received a call from ******************* yesterday saying the community manager would have one ready, but it is still unknown when I can obtain said card or if it is ready to pick up.

  

  Business response

  10/14/2024

  Dear ****,
  Thank you for bringing this matter to our attention. We sincerely regret the frustration you experienced during the process of obtaining a replacement access card for the *********** Condominiums mailroom. We understand how important it is to have timely access to amenities, including the mailroom.
  Please allow us to clarify our role. As the Community Association Manager for ***********, our responsibility is to the Homeowners Association (HOA) and its membership. This means we must work directly with the homeowner or account holder for any requests, including replacement key fobs. Unfortunately, we are unable to accept directions from property management companies or tenants without authorization from the homeowner.
  Once we received the necessary communication from the homeowner, we were able to process the key fob request, and the replacement has since been provided. We deeply regret the delay and inconvenience you experienced, and we are glad to hear you now have access to the mail center.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaints, requests, and issues ignored in a way that has not occurred with other homeowners in this neighborhood. I have been subjected to unreasonable arbitrary fines, lack of proper notice for new rules and regulations, and unfair restrictions without clear justification. My HOA has unfairly denied reasonable requests to discuss and mediate this situation. I was given less than 2 weeks notice by my HOA with a new policy. My HOA recently replaced the property manager, and I have made multiple requests to speak with the new manager regarding my issues and lack of concern by the previous manager. The new manager has declined every request to speak with me. I became a first time homeowner in April of 2023, and was timely with all of my HOA payments. In August of 2023, I was a victim of a vicious dog attack by one of my neighbors dogs, which I reported to the board (in addition to the police). Due to the attack, I lost my job and was unable to work for 6+ months while I was receiving medical treatment and recovering. I now have permanent nerve damage, PTSD, anxiety, insomnia, and depression as a result. I have tried to be proactive with my HOA by keeping them informed, however, they have shown a blatant lack of regard and effort to work with me. Ever since that attack, I have felt that my HOA has given unfair treatment by ignoring my issues and making me feel alienated and discriminated against in my community. In August of 2024, my call box code was disconnected and my vehicle was towed by my HOA without adequate notice. I feel that I have received uneven and unjustified treatment, that the other homeowners in my community are not receiving. I have worked extremely hard to catch up my past due balance; which is currently zeroed out, however, for fear of my HOA towing my vehicle again, I am forced to pay the remaining months assessments for 2024. I have to live in fear of my vehicle/housing being at risk due to the retaliation from my HOA.

  

  Business response

  10/11/2024

  Our records reflect, Miss ******* purchased her home in April 2023 and made her regular monthly payments until ****** 2023. At that point, her payments became sporadic. Partial payments were made in November,December 2023, and January 2024. Despite several reminders and collection notices, the account remained delinquent until full payment was received in October 2024.
  The community follows a clear payment policy, which was provided to Miss ******* upon her home purchase. This policy includes steps taken when payments are late, including sending late statements and collection letters, which occurred in her case. Additionally,the policy outlines potential consequences for delinquent accounts, such as gate code suspension and vehicle towing, both of which were communicated to her in writing through **** in July and ****** 2024.

  Regarding the concerns expressed over receiving notices involving suspension of her gate code and towing of her vehicle. suspension of her gate code and towing of her vehicle. The community association management team, which changed in early 2024, has been in consistent communication with Miss *******. All communication regarding her payment status and notices has been documented, and the current Community Manager has forwarded Miss Johnsons emails to the Board for review.
  

  Regarding the Dog Incident that Miss ******* referenced a dog-on-dog incident in 2023, in which she believes her dog was involved. The management team has very limited information about this event, and no formal report was submitted regarding injuries. When these instances occur it's suggested that she contact the local authorities and/or animal control. 

  Regarding concerns involving fairness, the community is committed to treating all homeowners equally, and this includes adherence to the policies and procedures set forth in the communitys governing documents. Likewise, we have a 0 tolerance policy for unfair practices. Miss *******, like all residents, received late notices and collection letters when her account fell into delinquency. The association has consistently followed its standard procedures in this case.
  We are pleased to confirm that Miss Johnsons account is now current as of October 2024. We have also made multiple efforts to communicate with her and resolve her concerns. The association remains open to discussing any further questions or clarifications she may have.

  In summary, the association has acted in accordance with its established policies regarding payments,collections, and communication with homeowners. We regret that Miss ******* found the experience unsatisfactory but feel that all actions taken were in line with our procedures and communicated to her appropriately.
  

  We hope this clarifies the matter,and we are happy to assist further if needed.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Associa PMG ******* manages my HOA. In June 2024, they sent me an architecture violation notice. The notice did not actually state what the violation was. I have made several attempts to contact them by email and phone, but they have not responded. The updated the violation notice online with a photo, and it is a photo of my neighbor's property, and still does not describe any specific violation. Community manager is ***** *******.

  

  Business response

  10/08/2024

  Greetings,  we have looked into this matter and have been informed the Manager, Ms. ******* has been in communication with the owner, Mr. ******* regarding the concealing of the generator.  We are currently awaiting the owner and the neighbor to let us know if they will utilize the Board suggestion and install a pony wall to conceal the generators.  If that is not an agreed upon solution, we will revert back to the Board with that information and obtain direction on how to move this issue forward.  We are here to help the owners however, we take direction from the Board of Directors and give them suggestions.  The result will be a decision we will implement with the Board directive.  

  Customer response

  10/08/2024

  I am closing the resolution because the business has finally established contact with me.  

• Initial Complaint

  10/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My name is *****************************. I am writing to formally file a complaint against ******* regarding their handling of my account and the incorrect charges I have received.I currently owe a total of $590.90, which consists of my monthly payment of $106. I signed up for automatic payments; however, none of these payments have been processed. Instead, I have received a notice indicating that I owe over $2013, which includes late fees that I believe are unjust given the circumstances.The HOA app that I was instructed to use for managing my payments has failed to withdraw the necessary amounts, leading to this situation. I feel that I am being unfairly penalized for an issue that is not my fault. This amount that is been asked for is not fair and the cost of living has gone up so high I cant afford to pay this amount I just want to pay the amount I owe but I believe this *********** should be investigated for more issue like this as this could be a bigger issue and they also could be taking advantage of other people with this.I would appreciate your assistance in addressing this matter.Thank you for your attention to this issue.

  

  Business response

  10/09/2024

  CMC Response:
  Homeowners are responsible for establishing appropriate payments to provide for the *** monthly assessment installments. *** only collects the assessments on behalf of the association. Assessment amounts are providing in the closing documents and payment instructions/methods, and a temporary coupon (with account number) is provided by *** upon receipt of settlement documents.
  
  Per the note in C3 a Direct Debit form was sent into CMC in January 2024 with NO voided check. Per our customer service team: I still have their Direct Debit Authorization form. It was mailed in and I called and left them a voicemail on 1/31/24 at **************, which is the phone number they provided on the form because there was no email address on the account at the time of receipt. But I did call and leave a message with my name and call back number letting them know we needed the void check in order for the direct debit to start. If the homeowner had attempted to set up payments with Direct Debit, there is no reason to set up payments through the TSq app. as it will not allow payments to be setup when there is a balance due on the account.
  
  A one-time payment was made online March 8th to bring the account current. 3 reminders notices were sent to the unit address - ************ is a 30th cut off. Timeline for delinquency is cut off 30th turnover to attorney at 60 days.

  
  This account was well past the 60-day timeline when turning it over.  The account was turned over to the attorney 07/11/24. When sent to the collection's attorney firm *****, ***** and *****, a copy of the June reminder notice mailed out was sent along with the account history.
  
  
  Recommendation to resolve:
  1. The homeowner should write to the legal team to pay the balance to stop fees compounding which is allowed by the community governing documents.

  2. The owner should request a refund of a portion of the collections fees to be presented for the community Board of Directors to decide on amount owed.

  3. If the owner has a hardship, it should be explained in writing to the collections attorney also requesting a repayment plan timeframe that works for them as well as the association. 

  Customer response

  10/14/2024

  I am rejecting this response because:   The business wants me to pay $1069.90 and also still go to court for the $2013.  I received an email to request more information from the lawyer pretty much been give the run around.

  

  Business response

  10/14/2024

  Once the account is sent to the association's attorney all communications must go through them. *** can no longer be the primary contact for the owner and the Board of Directors for the community.  Once the account is marked current then *** can communicate with the owner to assist them in setting up direct debit recurring payment.

  Homeowners are responsible for establishing appropriate payment methods to provide for the *** monthly assessment installments, to which the homeowner is made aware of the frequency and amounts at settlement. *** only collects the assessments on behalf of the association and those funds are deposited into an account of the association. In order to activate a current electronic method of payment, the account must be paid in full. Once complete, if the homeowner wants to activate direct debit, a voided check must be presented to CMC along with signup form.
  

  The association has guidelines and resolutions in place when there is nonpayment on the account, which after notification by ***, does include turnover to the attorney. The resolution will also state which penalties the homeowner is responsible for.
  
  The homeowner must provide in writing how they propose to settle the matter so the attorney can present it to the Board of Directors for decision. 

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i am on the board of an hoa. associa is our property management company. a few months ago our property changed. the new property manage is basically incompetent. there is almost no communication between him and us. when we send him emails about problems it takes 3 or 4 follow up emails just to get a response. then another 3 or 4 emails to make sure the problem is fixed. this has already cost us money. we have been fined for being late by the county because he didnt send the forms or pay when we told him to. the board started to do all the work ourselves. we talked to the director(our property managers boss) who said we would get a new manager. that was about a month and a half ago. we have emailed and called to get the status on a new manager but we have been ghosted. the director does not respond at all.

  

  Business response

  10/09/2024

  Mr. Yelvington is the BOD President of The Northgate.
  The BOD has complained about the Manager and have requested to be replaced.
  The reasons are related to the lack of response and/or follow up from the Manager.
  
  We have had a couple of phone conversations with the BOD and they have sent a formal letter requesting the change of Property Manager; we have responded to them acknowledging the response and introduced the new Manager.
  
  The BOD has responded welcoming the new Manager, Ryan Setzer, and we are in the process to set a meeting to introduce Ryan in person.

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