ComplaintsforPlatinum Management, Inc.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is that the company wrongfully sent my family to debt collections, Smith & Wamsley for an HOA payment, I submitted in March, 2023. The payment I made was in the amount of $297 ($301 with tax/fees) to cover past HOA payments that didn't go through after I set up automatic payment on their payment system, Zego. I emailed the accounts personnel about the error of their system and settling the debt I owed. I submitted the $301 that was owed on Zego to cover HOA fees through April 2023. The payment was confirmed but days later the transaction was reversed by Platinum Management. I was never notified of this reversal and on October 26, 2023, I received a debt verification letter from Smith & Wamsley that I owe $858.10 not including the lawyer fees in the amount of $435, with a total of $1,293.10. I explained to Smith & Wamsley that no one ever notified me of the payment being reversed. After further review, the statement had fraudulent charges that were later removed after I persisted to investigate the matter. They concluded that according to Platinum, Zego shows a return code of R10 which means “customer advises not authorized”. They do not know what the code means but admitted the reversal was not my fault. However, they claim I still owe a lien filing fee and half the lawyer fees, total of $1,008.10. I am trying to rectify this issue and pay what I owe in HOA fees that didn't' go through their system, Zego but I should not be responsible for any other fees. I keep reaching out to provide an updated statement but no one is helping me. I am getting rude responses and they stand on their decision of what I owe. I have explained that there are extra charges that need to be removed, including an April fine for $83.00. I keep explaining the $297 I originally submitted was to include April's assessment, however, they are refusing to look into this matter and threatening me with a lawsuit if I do not pay the fraudulent fines. They are not being responsive.

  Business response

  12/10/2023

  I have personally responded to the homeowner on several occasions and explained the Zego is a third party vendor that accepts payments on behalf of the Homeowners Association in which their home is located.  Platinum Management does not have control of the Zego corporation or the payment portal.  The portal is a convenience offered by Bella Tierra Homeowners Association and Zego is responsible for their website.  The payment she made went to Zego not Platinum Management and was not forwarded to the Association.  If the homeowners are unhappy and need to be compensated in someway the appropriate contact is with Zego, we are a management consultant company only and do not have a direct relationship with Zego.  The debt was forwarded to the attorneys by the homeowners association.  Please advise the homeowner that the proper entity to assist them is Zego, as I have on several occasions.

  Kathleen Buske

  President, Platinum Management Inc.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  * Lack of effort * Lack of response time * Lack of knowledge of the property * Inadequate SYSTEMS to appropriately "close" out complaints or even document effectively * Inadequate experience * Poor communication * No desire to provide any PROOF of any "claim" regardless of when homeowners provide real answers....repeatedly reporting issue with homeowners and not double checking to see if they have the appropriate house address. * Hit or miss on "office hours" - lucky to get a hold of anyone who can even explain their terrible letters that may not even be applicable to you. OH! My favorite - waiting till the monsoon season to commence weed patrol.

  Business response

  09/05/2023

  I am very sorry that you feel this way about the Homeowners Association.  Your complaint doesn't give any specifics of what happened to cause you to feel that complaints you lodged were not resolved.  You mention that our office hours are hit or miss, but we are open from 7:30 a.m. to 4:30 p.m. Monday through Thursday and on Fridays from 7:30 a.m. until 4 p.m.  with only occasional exceptions for holidays.  We also have a 24 hour emergency phone that is answered by the on call manager and that number is published and posted at the pool, as well on on the website.  We take a digital photograph of each violation of the CC&Rs, so if you do feel that the violation letter was not  actually for your home we can send a photo to verify the accuracy.  If there was an error made and the letter was sent to the incorrect address, we would certainly remove it and issue an apology immediately.  Of course we work diligently to avoid mistakes, but we are human and they do happen on occasion.  As far as the value of the HOA, the funds paid take care of the pool and the many common parks and other areas owned and enjoyed by the many owners in the community.   I am so sorry you have had such bad experiences and are unhappy with our service, please call me or email directly anytime and I will do everything in my power to help resolve any problems or issues that come up.  My email address is *************************** *** * *** ** ******* ** ************.  If I am not available when you call, please feel free to speak to my assistant Jaimie Petty and/or leave me a message and I will return your call promptly.  I hope you will give us the opportunity to prove to you that living and HOA does have many rewards.  

  Kathleen Buske, Platinum Management for Saguaro Trails Community Association.

• Initial Complaint

  10/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This property management company failed to submit quarterly assessment fee bills to me. As such, I was unaware that I had any payment due. Despite this the business sent my account to an attorney, who then refused to return my account to the management company until I paid an exorbitant, unverified amount in attorney fees. During this process I was denied access to any supporting documentation that the bills were distributed and received. Many community members under management of this company have informed me that they too do not receive quarterly assessment fee bills. At this point, I have paid over $1200 for two $90 assessment fee bills without supporting documentation and without verification of additional, exorbitant fees. Despite payment that substantial amount I continue to be denied access to my online payment portal. I submitted a request for access on 10/12/2021, after payment was submitted on 10/01/2021, and I continue to be denied access to the payment system.

  Business response

  10/18/2021

   

  The assessment statement was mailed to the homeowner, as were four other letters requesting payment prior to the account being turned over for collection.  We received no returned mail of any kind.  Normally if the address we have on record is incorrect, mail will be returned to us.  The address on file for statements and correspondence to be sent is supplied to us by the homeowner.  When the home is purchased, we receive a copy of the deed that contains the address of the property or the secondary address for mailings supplied by the homeowner/buyer.  We mailed the statement and the additional letters regarding the late payment to that address.

  If the address we are supplied by the homeowner is incorrect and no mail is returned to us as undeliverable, we have no way of knowing the mail was not received.  As in any creditor/debtor relationship it is the responsibility of the debtor to supply a correct address.  I am very sorry if the statements and late letters were not received, however there is nothing we can do if we are not contacted with a correct address.

   

  ******** ****** *********

  Platinum Management Inc.

*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. ↩