ComplaintsforHorizon Management Company

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a condo with the ************ Townhomes in *********, **. of which Horizon Management *** is the *** Provider. I've owned for nearly 3 years. When I closed on the property and moved in, I noticed on the "Landing" (My property is upstairs. At the top of the stairs, there is a Wood Landing Walkway to either my property to the right , or my neighbors to the left) there was a small hole in the wood about the size of a golf ball. My Neighbor complained about this for about a year, so I did not because we share the same landing. The hole has gradually gotten bigger and bigger to a dangerous point. The hole(s) are now the size of 2 footballs and 1.5 feet deep. In October of 2022 I informed the site Manager who informed the *** (I can provide names if needed) that this is dangerous and is in need of immediate repair. Nothing has happened. Since October, I have rolled my ankle in it twice which required an ER visit and my 2 year old Daughter fell in that hole that resulted in her receiving stiches to the back of her leg! The *** was informed of this and in response, sent over a crew to "fix" the issue with a 0.5 inch thick piece of plywoood. Essentially swapping one issue for another. A fall in hazard is now a trip hazard. I refuse to continue to pay an *** that is informed of their failure to fix dangerous maintenance issues that has injured people to include my baby girl and their response to that is to send a random piece of plywood to cover the holes on an already rotted landing...that can give out any day, and send city officers and threatening letters to my home about fees, while I'm dealing with medical bills, taking days off to care for my baby as a result of their inability to perform proper maintenance after being told multiple times prior to any injuries occurring. As a Veteran, I used my VA loan in hopes to find a nice home for my family, and this is how I'm treated along with my Neighbor who also has small children. This is not o.k. at all.

  Business response

  05/12/2023

  Dear ************,

  Thank you for bringing your concerns to our attention regarding the authorization for the work and the temporary installation of plywood on your deck. We apologize for any confusion or inconvenience this may have caused you. We understand that the ***** of ********* is currently reviewing bids for the rebuilding of several decks,including yours.
  
  Firstly, we want to clarify that as the management company, we do not have the authority to approve or authorize any major construction work without the involvement and approval of the ***** of *********. Our role is primarily to facilitate the bidding process,gather necessary information, and present it to the ***** for their consideration. We strive to ensure that all necessary procedures are followed and that the ***** is informed of the options available.
  
  Regarding the temporary installation of plywood on your deck, we apologize for any misunderstanding.Our intention was to prioritize your safety and that of other residents by implementing a temporary measure until the ***** finalizes the decision on the deck renovations. We understand that this may not have been communicated clearly, and we apologize for any inconvenience caused.
  
  Rest assured, the ***** of ********* is actively reviewing the bids for the deck rebuilding, and your concerns will be taken into consideration during the decision-making process.We encourage you to provide any additional information or preferences regarding the project directly to the *****, as they will ultimately make the final determination based on the best interests of the community.
  
  We appreciate your patience and understanding as we work towards resolving this matter. If you have any further questions or require clarification, please do not hesitate to contact **. We value your feedback and strive to improve our communication and processes for the benefit of all residents.

  Sincerely,

  ******** La-Key

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  There have been so many issues over the years with Horizon, who is now just ignoring my communications. The email below was sent on April 12th, and I still have not received a response. I've also left this individual a voicemail and spoken with her assistant since the email was sent, but ignoring is not uncommon for Horizon.I would like BBB to help with this situation, so that I can live in my own home without feeling unsafe or unable to get adequate service. Just FYI, I am an easygoing person. There is backstory to all the items in the letter, as I've been waiting for years to have these things done. For example, the signage involves a flood that put me out of the home for almost six months. Thank you in advance. Hi Xochtle,I hate to be assertive with the "urgent" portion, but multiple items have been ignored for a while, so they need to be addressed right away at this point. 1. Treadmill - Shut down this morning. The belt is folded in the middle, it's still not balanced, and the machine straight up stopped this morning. Please have it serviced today, as I've been asking for almost a year to get that machine fixed. 2. Balcony - I still do not have new railings and they're falling apart. I do not let my friends' children on the balcony because the railings are so weak and old.3. Moisture Check - Nobody has contacted me to check the wall for moisture. If you recall, there was water intrusion a couple of months ago and I asked to have the wall tested. 4. Flood Signage - Still no signage showing people how to find the shut off valve or handle a flood. I hope all of these items, especially the treadmill, are addressed today. I'm trying to be patient, but the management company and HOA are very quick to take action when my car is parked in a visitor spot or a rug is rolled up outside my door for a couple of days. However, weeks/months/years pass, with multiple reminders, and yet I can't get basic support. ************************* ************

  Business response

  05/08/2023

  1. Treadmill - Shut down this morning. The belt is folded in the middle, it's still not balanced, and the machine straight up stopped this morning. Please have it serviced today, as I've been asking for almost a year to get that machine fixed.
  

  The treadmill has a sign on it saying that it is out of service.The belts need to be replaced. A service call is in place but before the equipment repair contractor goes out, they will be ordering the new belt so that it is available to install on the service call rather than costing the *** $ on two service calls.
  
  2. Balcony - I still do not have new railings and they're falling apart. I do not let my friends' children on the balcony because the railings are so weak and old.
  

  The Association is working on have a major repair project (they call it the big 3, re-piping, waterproofing of the podium deck, and balcony/walkway railings). The Board just had an open meeting yesterday afternoon to discuss moving forward with the project and continuing by getting funding via a loan and/or special assessment. They have finalized figures for 2 of the 3 projects. I will discuss this with the Board President who has direct contact with the Project Manager on how to resolve the issue sooner than the intended railing project. They have been discussing this during the open meetings for a little over a year now.
  
  3. Moisture Check - Nobody has contacted me to check the wall for moisture. If you recall, there was water intrusion a couple of months ago and I asked to have the wall tested.

  AG Construction will be in touch with him.
  
  4. Flood Signage - Still no signage showing people how to find the shut off valve or handle a flood
  

  This was an unfortunate event where a plumber who was not familiar with property attempted to shut off the water for a leak in his unit.I believe that this suggestion was brought up to the Board when it first came up. However, I will bring up the suggestions again to the Boards attention for their consideration. Id like to point out that there is a schematic already erected in the garage for the water shut offs and has been for several years. .

  Customer response

  05/08/2023

   
  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

  10/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In November 2021, an**************** Meeting was held by the HOA Board *************** Horizon Management Company was chosen as the new management Company ************** Condos ******************* After 6 months as Management & just before ************ new Fiscal Year, Horizon Management Company a.k.a. HMC imposed an additional 3.25% fee to the homeowners of ********** stating that it was due to Prior Management -**** not billing us correctly in the past year. I have stated many times to HMC and their CFO *********** that the additional 3.25% was not board approved - not in 2021 or 2022. Starting on August 1, 2021 our dues became $284.79 as APPROVED by the board & NOT $294.79 (the additional $10 that Sue claims we were suppose to be billed). IF the board had voted in the meeting on May 25, 2021 for a 5.065% increase then that would have raised our dues by $14.21 making them $294.79 BUT they did not do that. **** billed us for EXACTLY what the board voted on which was an increase of 1.5% and NOT 5.065%. **** did EXACTLY what was voted on by the board which is what a management company is suppose to do. In the board meeting on June 24, 2022 with Horizon Management the Board voted to increase the HOA dues of the homeowners by 16.75% as per the recommendation of HMC for the 2022 - 2023 Fiscal Year starting on August 1, 2022. That Breakdown is as follows: $284.79 (16.75%) = $47.702325 $284.79 + $47.702325 = $332.49 Starting on August 1, 2022 our dues SHOULD have been $332.49 as APPROVED by the Board & NOT a 20% increase as Horizon Management claims that we were underbilled by**** for the 2021 - 2022 FY. The Minutes show exactly what was Approved by the Board and my payments show that the increase according to what the board approved are in line with those increases. The 20% was never voted on by the board and Horizon knows this but they are forcing Homeowners to pay it and scaring them with tactics of future liens on their homes which can lead to foreclosures.

  Business response

  12/02/2022

  Business Response /* (1000, 5, 2022/11/09) */ At its June 24, 2022 board meeting, the ********** HOA Board of Directors passed the following motion: "MOTION***: ** to approve the 2022-2023 draft budget as presented by Horizon Management reflecting a 16.75% increase and $16,500 monthly reserve contribution. 3 in favor. 1 opposed. Motion carried." The 2022-2023 budget referred to was for HOA fee income to increase from the August 1, 2021-July 31, 2022 budgeted amount of $59,648 per month to August 1, 2022 - July 31, 2023 budgeted amount of $69,608, which is actually an increase of 16.70%. $69,608 was the approved monthly HOA fee amount needed to cover the HOA's anticipated expenses. The problem was that the management company that was handling the accounting in August 2021 did not charge the owners the budgeted total of $59,648 per month; it only charged a total of $57,532 per month. Therefore, when the individual HOA fees were calculated correctly per the HOA's CC&Rs for August 1, 2022, the per-unit increase was substantially more than 16.70%. Horizon discussed this with the ********** board president and the HOA fee increase was reduced to 20% or less to conform with ********** civil code. There is a requirement in the ********** CC&Rs for calculating the HOA fees that takes unit square footage into account for insurance, water, and reserves for painting, roof and water heater with the remaining costs to be split equally per unit. This apparently was also not followed in the past as prior management increased the HOA fees 1.5% across the board. As the sum of the units with the amount increased for 2021-2022 did not match the budgeted total, there may have been errors that went back more years. There are a few owners who are upset with this correction that was made to the calculation of the individual HOA fees. They are very vocal. To date, the board has taken no action to reverse the correction. If the ********** board were to reverse the correction, Horizon would change the individual owner billings and issue a credit. It is the board's decision, not Horizon's. And Horizon is not "forcing owners to pay it and scaring them with tactics of future liens on their homes which can lead to foreclosures."

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