ComplaintsforThe Helsing Group, Inc.

• Initial Complaint

  08/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This is the worst *********************** We pay monthly for them to send notices about your lawn or landscaping. They micromanage everything. They want you to remove a dead tree ***** after you had just trimmed it. They are not willing to wait a few months for the tree to grow and flourish again. They want you to remove the dead grass, even though we have to conserve water. We got new grass last year and maintain it pretty well, still they are not understanding that the heat is drying out the grass. They just find things to send notices to you and that is the only job they do, yet they raise HOA fees annually for not doing anything else.

  

  Business response

  08/12/2024

  This is a homeowner in an HOA that we manage and not a direct client of The Helsing Group.  We are hired by this homeowner's Board of Directors to enforce it's governing documents.  We do not get to determine what sections of the documents we enforce as all homeowners agreed to follow them upon purchase. We also have no discretion to change the documents or policies regarding enforcement. That is done by our client, the Board of Directors.  Lastly, we also do not set the budget for the assessments, again something that is done by the Board of Directors. We do assist with the collection of those fees which are not paid to our company but rather the ********************** directly.

  Customer response

  08/12/2024

   
  Complaint: 22087461
  
  I am rejecting this response because the business did not provide customer service nor cares to serve the community. 
  
  Sincerely,
  
  *******************

  

  Business response

  08/20/2024

  We're sorry this homeowner feels this way and our records show we have been in communication with them and have shared their opinions with our client, their Board of Directors.  As previously explained, it is our job to enforce the governing documents and it is something our clients contract with us to do so we do not have discretion not to send compliance letter for documented issues on the property.  We encourage this owner to attend the next Board Meeting so they can express their concerns about the governing documents to the Board because only the Board has the power to change them.  Not The Helsing Group.

  Customer response

  08/20/2024

   
  Complaint: 22087461
  
  I am rejecting this response because: I have attended the board meetings with nothing being done. I have expressed my concerns via email as well. The board does not do anything nor are any concerns addressed. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August of 2022, I attempted to set up reoccurring payments, effective September of 2022. I was charged three times for an *** fee of $484 (that has since went up $41 with no new ammenities or changes). The last payment did not go through, resulting in a fee. When I called to try to resolve this issue with Helsing, I was told it was the banks (CIT) fault. When I spoke with the bank, they said it was Helsings responsibility to address it, as they only process payments. It was months of going back and fourth between them with no resolutions. Finally, in February of 2024, the director of management division, *******************************, said that it was my fault and that they could not waive any fees; she also said I could speak with someone on the phone. After a couple of business days, a woman named ***** or ***** called me (not even ****** herself) called. This woman was extremely rude, socially awkward, and kept interrupting me. She then tried to invalidate all my concerns by saying that everything occurred before she took her current position and that there was nothing that could be done. I had also asked multiple employees why the *** fees had increased, especially because at one point the pool was not even available to use, and no one could provide an answer. ***** or ***** said it was due to increasing maintenance fees. She then said that the current president is very against an increase in *** fees (as if that would prevent them from increasing next year). Similar to ******, she was not helpful whatsoever, and further illustrated that this association lacks integrity, timeliness (addressing an issue after 1+ years is unprofessional), proper customer service, adequate problem resolution skills, and professionalism, in general. It also absolutely concerning that I pay $525 in *** fees for a condo and knowing that they will most likely continue to increase. I wanted to keep this condo and eventually rent it out, but the association makes me want to sell expeditiously.

  

  Business response

  03/11/2024

  This individual is a homeowner in a community association that we manage.  They are not a direct client.  We provide management and administrative services to this individual's homeowners association and do not have authority to refund fees on our client's behalf.  Our client is the ***** of ********* who is the governing power of the homeowners association.  In review of this situation, the complainant made 3 online payments through the Association's bank.  These payments can only be initiated by the person who owns the account (complainant) and not by our office.  It is my understanding that after having the same payment drawn 3 times they were charged an insufficient funds fee by the bank which is also not a charge we have any control over.  It is protocol to take requests for refund to the ***** of ********* for the Association and we did that when we received the request.  The ***** of ********* denied the refund on the basis that the complainant was the person who initiated the withdrawal 3 times.   Again, not a decision by my company, nor one we get to make.  We simply followed protocol.  We also do not set the annual assessments for this community, that is also done by the ***** of ********* once a year based on their projected/actual/ and anticipated expenses.  We certainly understand the frustration this has caused ************** however we are not in a position to make the call on any refund, and our client has denied the request.

  Customer response

  03/11/2024

   
  Complaint: 21377458
  
  I encourage whoever wrote this response to address internalized biases. The response from the business focused on a refund, which is what I was hoping for initially (a year and a half ago). My current concern is that an association that I pay a great deal of money to monthly took a year and a half to address a problem that I had. I cannot help but to think if my name were *************************** or *************************** that this concern would have been addressed a year and a half ago, without the back and fourth. I believe it is safe to assume that the response that I just received would have been different, as well, instead of an attempt to be condescending with brief validation toward the end. The attempt at trying to paint this not our problem since you all only only manage is very telling itself. I strongly encourage you all to address prejudices of your own and attempt to be more professional and attentive and require the same from those you all manage. 

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

  

  Business response

  03/13/2024

  There are no prejudices applied here, I do not know this person as an individual.  My response was simply to state the facts of what occurred and the structure of how decisions are made.  Again, we have no control over costs of the Association which ultimately drive the budget which sets the annual Assessment for the community this individual lives in. We perform administrative functions for that corporation and that corporation is run by a ***** of ********* made up of other owners in the community who are elected by all owners in the community.  ***** meetings are held and members can attend those meetings to express their concerns with items such as the budget.  Outside of that, owners can volunteer to become part of the ***** to have a better understanding of the Association and it's operations and have a hand in the decision making process.

  Customer response

  03/13/2024

   
  Complaint: 21377458
  
  

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I pay Helsing an HOA fee of $271.35 each month. They are in charge of maintaining our front lawn among other duties. However, they have been negligent in maintaining my lawn, and I would like to be repaid my HOA fees from the last year that covers landscaping.I have had a dead tree in my front lawn since last fall. Helsing says theyll replace the tree but still havent after I have brought it up the following seven times:Fall 2022 - email to ***** Feb 2023 - email to ******** Feb 2023 - HOA board meeting May 2023 - email to *********************** 2023 - HOA board meeting June 2023 - email to **** Aug **** - email to ******* At this point, I would like my tree to be replaced and I would like compensation for the cost and distress I have incurred over a fairly simple gardening issue.

  

  Business response

  08/02/2023

  This is not a client of The Helsing Group but rather is an owner in an HOA that we manage.  They do not pay any money directly to our company but rather to their HOA which is governed by a ***** of ********* (our client) and the only party that would have authority to ***** this request.  That said, it would not be legal for them to do so as they are referring to assessments which are driven by the Association's CC&R's and run with the land.  I see the request from this owner and a work order has been issued to their landscaper to address removing the tree.  The landscaper is hired by the Association's ***** of ********* and the party responsible for performing the landscape maintenance at this Association (again, not The Helsing Group).   We have done all we can do to address this and are awaiting the landscaper's word on when they will be performing the removal and replacement of the dead tree.   We do not have authority to hire or fire the landscaper, that lies solely with the ***** of ********* and it is my understanding that this owner has attended meetings in the past and expressed their displeasure directly to the ***** of ********* at those meetings.

  Customer response

  08/03/2023

   
  Complaint: 20412003
  
  I am rejecting this response because: Helsing has been unable to give me a date for when my tree will be replaced for a year now. They are the group working with the landscaper, and while our HOA funds the services, it really does fall on Helsing to ensure work around the community is getting done. 

  We can remove the reimbursement claims if those funds are going to community pool. However, we should evaluate if we keep this landscaper since Helsing seems to suggest that is the root cause of my issue.

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Helsing manages the *** of the property I own in ******* and unfortunately my tenants car got broken into while parked in the garage. Amongst one of the items stolen was a garage door opener, which is a security risk for the rest of the community members.Once my tenant reached out we reported to Helsing right away as well as filed a police report. We emailed Helsing multiple times as well as called and left multiple voicemail, but they never responded until 5 days later. They informed us that they notified the access committee to deactivate the fob and ask for a replacement. Luckily Im on next door and I was able to locate the committee member by reading multiple threads. We got in touched and they informed me that Helsing never reached out to them to report the issue. I dont understand how they would ignore all communication due to the severity of the issue and then lied to us that the committee has been informed. I hope that they would act with urgency and ensure that the stolen opener is deactivated and we get a replacement opener. Just for the sake of the other community members as well.

  

  Business response

  06/27/2023

  This person is not a client of The Helsing Group but is a resident in a community we manage.  Our staff responded to this inquiry within normal response timeframes and did send this information on to the access committee members on site who are in charge of this function.  We do not deactivate or activate these devices as the Association has a policy set forth using a committee to do so. 

  Customer response

  06/30/2023

   
  Complaint: 20194200
  
  I am rejecting this response because:

  Helsing only responded saying that they are not liable for the damages caused on the car when my tenant emailed them 5 days after the initial contact to inform that additional damage incurred to his car since he couldnt get into the building because Helsing refused to work with us for a opener replacement . All we requested was a contact information for the committee and they went silent. If this is not normal response for a decent human being then I dont believe that they are ************* a community of hundreds of people. Check their Yelp reviews and you will see that there are similar complaints. I also contacted the committee directly and they mentioned that Helsing did not reach out to them and the committee ended up having to reach out o Helsing. I have all the communications in writing with time stamp to prove that Helsing was negligent in this case.

  We ended up having to make a lot of noise on Nextdoor to finally get the ball rolling and I advised my tenants insurance company to reach out to Helsing for further investigation and assess potential liability due to this negligence.

  We finally got a replacement key but not because Helsing was doing their job.
  
  Sincerely,

  
  Drasvin Cheowtirakul

• Initial Complaint

  05/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dates from 11/10/22 to 5/12/23.HOA did not do anything regarding on going neighbor noise complaints in violation of the CC&R.The HOA is so disorganized that they even responded back within the tickets saying "road noise from vehicles cannot be controlled" when the complaints are about neighbors shouting and screaming in public areas.The HOA has failed to address this issue repeatedly, and has claimed that the only time this can be address are during hearings which never happens or followed up, when a simple notice to the neighbors can be done.No enforcement of the CC&R has ever been implemented.

  

  Business response

  05/15/2023

  This is from a homeowner in one of the communities we manage not a client.  In HOA's there is a ***** of ********* who are the decision makers and our clients.  We do not have enforcement authority except on behalf of the ***** of *********.  This homeowner has submitted multiple complaints about their neighbors, and we have issued the appropriate violation notices to the owner of that unit regarding these complaints. Due to the sensitive nature of enforcement, we are not permitted to provide this person with specific information about the disciplinary action that takes place but have confirmed with the complainant that we issued violation notices to the owner of the unit and that the next step is a hearing in accordance with the Association's violation policy.  We have done what is standard practice for these types of complaints and followed the standard policies and procedures as set forth by our clients.  We have also let the owner know that they can report municipal code violations to the local code enforcement officials if they would like to take action outside of the Association's powers.

  Customer response

  05/16/2023

   
  Complaint: 20055923
  
  I am rejecting this response because:
  1) There's no accountability in terms of HOA CC&R violations

  2) Issues have no timeframe for a resolution as this issue has been going on for months throughout multiple unresolved complaints

  3) HOA board of directors is part of the HOA
  
  **********

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The property management company, Keyrenter, of my unit has been trying to contact Helsing, who manages our HOA, since December due to a leak issue. In January, we had a plumber inspect the leak and assessed that the issue was due to rain water coming from the primary bathroom's exhaust fan vent duct which connects to the exterior. As this is exterior issue and covered under homeowner's CC&R, HOA is responsible to handle and rectify issue. It took them until February to send someone out. However, they have yet to seal and fix the opening as of today.It is near impossible to maintain contact with this HOA management company and they take days and even weeks to respond. This is not an isolated incident as I know other neighbors with exterior issues that have not been repaired by HOA as well. This is a terrible scam of an HOA management company.I've included some of the sporadic, rare instances where they replied back in email with the property management company, Keyrenter.

  

  Business response

  03/30/2023

  We have reviewed the history of this issue and while it does remain unresolved we are still working to rectify the issue with both the vendors assigned by our Client, the Association, and the developer as this is new construction and has to be addressed by a warranty claim.  While this person is not a client of The Helsing Group, they are a homeowner in an Association we manage, we understand their concern and take it very seriously.  Weather constraints and coordination delays (not responding to the vendor requesting) for access to the unit by both the unit above and the tenant within this owners unit are additional reasons for why this issue has taken longer to resolve than anyone would prefer.  We will work with all the parties involved including our client, the ***** of ********** to remedy this as quickly as possible.

   

  Thank you,

  ******

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently moved into a condo that I purchased. Unfortunately, the previous owner didn't leave the key fob (to open the garage door) behind. I now have to pay for parking on the street. I've sent the *** my deed of trust to the condo but they will not allow me to purchase a key fob for the garage until my, "account has been set up" which could take three to four weeks I was told. In the meantime, I have to feed the meter every two hours every day for parking. They are being extremely unreasonable with me. I need to be able to purchase a key fob so I can park my car in my designated parking spot.

  

  Business response

  10/14/2022

  While I completely understand this owner's frustration we are limited by law on what we can provide to people who are not in our system as owners.  Our staff spoke to the complainant and explained this along with the typical timeline for title companies to provide us with new owner information.  We are not in control of these timelines and also informed the owner that if we received a recorded ***** deed from them we could get them into our system faster. Fortunately she was able to do this and was in our system within 48 hours of providing the recorded grant *********** My customer service team is working to get her what she needs to gain access to the garage although this property just converted to a new system and we have not had a request for a garage remote under their new system yet.  The property is an HOA and governed by a ***** of ********* who makes policy and operational decisions and is our client. This person is not a direct client of the Helsing Group but rather an owner within the HOA.

   

   

• Initial Complaint

  08/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a condo homeowner in the community of *************** in ******* Where the Helsing Group is the *** manager. I and a few other homeowners in the same building started receiving cold water **** added to the monthly *** fee April 2022. The water **** amount is extraordinarily higher than how much you would think of as monthly water consumption, and it seems to happen to everyone. After some investigation and communication with Someone Named ******* from the *** office, I found out each condo unit has a submeter with a wireless reader which it sends the water consumption data to a subcontractor company called UMC. They are in charge of reading and helping create the monthly water **** for the Helsing Group. We believe the issue is caused by reading the water submeter (in gallons) incorrectly, most likely on the number decimal point, which leads the billing to be 10 times higher than how much it supposes be. I am attaching a photo of my own water submeter in the document upload. As of 08/01/2022, I have a total lifetime consumption of ***** gallons of water, and dividing it by 749 gallons (switch to ccf unit), it is equal to ***** ccf in billing unit. However, every month I am charged by water usage of ***** ccf, see upload document. Just in three months, I am charged way more than the submeter reads in total, how is it reasonable? I and a few owners have emailed the *** for a solution multiple times, but the *** seems to either push the responsibility to the subcontractor: UMC, or just ignore our emails. We, the homeowners, are not in the power position to talk to a subcontractor the Helsing Group hires/uses, it is the ***'s job to communicate with UMC and correct this outrageous mistake. This problem is not that difficult to resolve at all, the evidence is pretty clear and I am sure all homeowners here are willing to take the financial responsibility of their fair share in terms of water usage. Thanks

  

  Business response

  08/10/2022

  While we understand this owners concern and have followed up with the sub metering company for answers to his questions he is not a client of The Helsing Group, Inc. but rather a homeowner that lives in an *** that we manage.  The *** is governed by a ***** of ********* (our client) who is also in charge of selecting service providers for the Association, such as the sub metering company UMC.  We do not have authority to hire or fire this service provider but are working to get this owner answers  regarding his concerns.  We provide administrative services for the Association which includes completing monthly assessment and utility billing but as my staff has explained the utility billing is provided by a third party and we simply take their data and add that to the owners statement.  The owner may also contact UMC directly to question the charges by calling **************.

  Customer response

  08/11/2022

   
  Complaint: 17680682
  
  I am rejecting this response because: As the manager/representative of the **** the helsing group has the responsibility to address the homeowner's questions, concerns, and operation issues. Please provide an update about the contact you made to UMC regarding the submeter issue. 

   Please also provide me the contact of the board director, email or phone, so I can reach out and discuss the concerns as a board member. 

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

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************** illegally contacted ********************************* to illegally towed my 2018 ***** Charger between the evening of 5/19/2022 and the morning of 5/20/2022. My vehicle was parked on the street of ***********, which is a ******************** owned street and not privately owned by **************. I have confirmation from the ******************** and from the Residential Parking Permit program that no permit is required to park on *********** and that is in fact a City owned street.I recently moved into *************** and I called ************** on 5/5/2022 to obtain any and all required information about the property, including parking information. I was informed that I will receive a welcome package that will include all required information in the next few weeks (which I have not yet received 5/20/2022). During this phone call the *** representative informed me that parking on *********** is ******************** street parking. I have a picture with a timestamp (5/19/22 at 1:57pm) that shows that my vehicle was parked on *********** and not inside any of the parking garages owned by **************. According to ********************************* staff statement "Your car (2018 White ***** Charger, was towed on 5/20/2022 at 12:05am, and was by an authorized user." I asked towing staff to confirm that only *** management are authorized users and he stated "yes."I have tried calling multiple times to the *** phone number and no one is helping with this urgent and immediate request. I also sent them an email.I am requesting full compensation of towing fees ($350), my time spent dealing with the matter (my current pay rate), a safety inspection of my vehicle performed by the dealership in which I bought my car ($299 plus any additional repairs), and current gas rate at $5.59 for a full tank. If the safety inspection requires additional repairs due to the illegal tow, I am requesting full compensation for this as well.Best,Basil H

  

  Business response

  05/23/2022

  The Helsing Group is the management company for this individual's homeowners association, not the *** itself.  This individual is not a client of The Helsing Group but is a member in an Association we manage.  While I can understand the stress of having one's car towed I have confirmed that no employee of The Helsing Group authorized/signed for this tow.  As I understand the complainant will see my response I would like to take some time to educate as well. ************** is private property owned and controlled by the Avenue **********************.  The Avenue ********************** is governed by a ***** of ********* (not The Helsing Group) that has established rules for use of the parking areas on it's private streets.  Vehicle owners are required to register their cars on site and signs are posted throughout the community notifying them of this requirement.  *************** has hired a 3rd party company by the name of Reliant to help them enforce their parking rules and it is that company that is set up as an authorized signer with ********.  Employees of my company are also listed however we do not regularly enforce or tow from the property.  It is only for emergency purposes and this instance was not an emergency.  My staff has already responded to the complainant about the tow and the request for reimbursement is being placed on the next agenda for their ***** of *********' consideration.  Thank you.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am a home owner with an HOA that is currently managed by The Helsing Group. The Helsing Group decided to debit my bank account today for an "Emergency Assessment" that our collective home owners have been fighting against. The debited my account over $89,000. I had nowhere near that amount in my account which resulted in my account being negative tens of thousands of dollars. I am not the only home owner in my association that this happened to today. I was never informed that this fee had been added to my account. Nor did I receive notice that I was going to be charged. I only received a Payment Confirmation after the fact. Obviously this is not a good business practice. I was able to put a stop payment on the transaction with my bank. The Helsing Group was "so apologetic" about the whole issue.

  

  Business response

  03/09/2022

  We very much feel for the homeowners in this community as they truly are facing a difficult situation.  That said, this is not a client and we did not make the decision to levy a large special assessment at this community.  ************* is governed by a ***** of ********* (our client) who are the decision making power for the Association.  A notice was sent out to all owners when the assessment was originally levied with instructions to go in and change their payment settings if they had set up automatic payments to be pulled through their Association's bank.  This is not something that our company has any control over as individuals must do this since it contains private account information.  The assessment amounts were placed on the accounts and there were 3 homeowners that did not change this setting so the bank attempted to pull funds per the instructions set by the individual.  When we received word of this Monday we contacted the bank on behalf of the 3 owners and asked if they could return the funds and they are working to do so although from reading this individuals description they were successful in making a stop payment request so no further resolution is requested at this time.  Again, we do feel for this community and have invested countless man hours in working with their ***** of *********, attorney, and the homeowners themselves but were doing our job in accordance with decisions made by the client.

  Customer response

  03/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is convenient and technically correct but still unsatisfying.
  
  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. ↩