ComplaintsforAdvance HOA Management, Inc.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  It is the policy of the community to send in to our community manager whose name is ********************* any repairs, Community complaints and feedback and per our parking policy which I am happy to attach, reports of any vehicles that are in breach of the contract. My wife reported on Tuesday August 19th a vehicle that has had expired tags over a month and we will attach the photos. It was ignored by ****** our community manager but yet she has taken and submitted to the parking company other parking concerns that happened on a neighboring street but she will not take hours. That is obviously discrimination and potential for a civil matter against our civil rights and contract to live here. This vehicle is in breach of the community contract and after reading the contract of the parking management company it is the responsibility of the *** management company which ****** works for to report this. My wife and I were told on Wednesday the 20th that we had to wait until the next board meeting which happens every 3 months to report an issue which absolutely is not acceptable or appropriate or in fact legal. We Paid Dues monthly and we are owed and deserved a service monthly and as needed not every 3 months. We followed the rules and now this management company needs to follow the rules of our community.

  Customer response

  09/03/2024

  I do not want to close this as my intention is to have this vehicle removed. When I got home today the vehicle is on day 28th which is 14 days overdue to have this vehicle removed per the parking contract of our community. I have reported this to our Community manager as well as my wife has done it as well and the vehicle is still here. Our guests do not have a place to park and the parking management company that the community manager is supposed to report these too has still yet to tag this for violation 

   

  This vehicle has committed not one but two violations per the Prairie ********************* communities parking policy. Please let me know if you would like a copy of that. I want this sent to Advanced HOA to find out when this vehicle is going to be towed and why it has taken 28 days to have this vehicle tagged and removed? It is 14 days over the allotted time frame that this community manager is allowing this to happen and breaking our own parking policy

  

  Business response

  09/03/2024

  ******

  ****** resonds to all of your inquiries in a timely fashion.  Even those that are fabricated, which is becoming quite a habit of yours.  Threatening lawsuits is a desperate measure and frankly free.   Actually filing one is expensive.......

  

  Business response

  09/07/2024

  State law in ******** does not allow for towing without 72 hour posted notice.  The community has a contract with a monitor and towing company to address the process.

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Property mgmt company employees ******** and supervisor ****** will not contact landscaper to have them correct crooked trees and additional maintenance on trees.I have endured minimization and dismissals of these issues for months in the form of refusal to answer my questions,or just giving me incorrect information hoping I will go away.****** has an arrogance that clearly is supported by her superiors as she does not have to be accountable for her non actions to help or treat me with passive aggressive sarcasm and insults. They are supposed to make sure the landscapers complete the work but they choose not too.I have asked that the President of Advanced HOA call me and they refuse to have that person call me. I need a call from the President to see if that person cares enough to provide the services they are paid for.

  

  Business response

  08/12/2024

  1. ********************** questions have been addressed and answered numerous times. ******************** has been told that his inquiries about the trees (a crooked tree and the fact that several trees have wrapping) have been sent to both the board and the landscaper and that they have been addressed. He refuses to believe that this is the case. Further, a warranty period was ending for trees that were planted, and a comprehensive evaluation of all trees was conducted with the developer and landscaper, resulting in many tree replacements and re-staking of crooked trees. **************** refuses to send a picture or location of the trees he believes remain crooked. The landscaper believes that all trees are appropriately wrapped, and the board and management company have determined that they will defer to the expertise of a trained landscaper as it relates to best practices for maintaining trees.
  
  2. ******************** is harassing our staff. His language is abusive, rude, cruel, and abrasive. We have replied to his inquiries related to the trees, conveyed the responses from the board and landscaper to him, and he has responded with an insistence that his inquiries about the trees are being ignored. They are not being ignored. **************** believes ******, an executive at our company, was refusing to elevate his concerns to a senior representative at our company. There was no refusal to elevate his inquiry- it was already elevated to the highest level. **************** believes the tone of the emails and interactions were insulting and they were not. **************** insisted his inquiries were being ignored and when it was explained that they were not ignored, he would not accept that answer and began using insults. After many abrasive exchanges, **************** was told that the staff would no longer be required to interact with him if he was using abusive, disrespectful, and rude language. We take customer service seriously and take pride in the management services we provide. The concerns were addressed and were communicated as such. Providing strong customer service does not require us to tolerate harassment of our staff members.

  Sky ********

  President

  AHOA

   

  Customer response

  08/13/2024

   
  Complaint: 22119070
  
  I am rejecting this response because:
  There are 30 plus trees that are crooked and it is not my job to take pictures of those trees.  Advanced hoa refuses to address those trees and the implication is that I lie apparently.  There has been multiple emails of disrespect to because of refusing to answer all of my questions and sending one sarcastic and insulting email to me.  I have offered to meet with the landscaper board member and anyone else to show them the trees but they will not set that up.  They are not interested in correcting the problem.  Waiting for them to set up a weekend time to show them the trees. ********************;
  Sincerely,
  
  *********************

  

  Business response

  08/15/2024

  The requests have been sent to the Board and our office hours do not include weekends.  Please attend the next board meeting to address your concerns as all parties are currently satisfied with the areas of your complaints.

  Customer response

  08/17/2024

   
  Complaint: 22119070
  
  I am rejecting this response because: On the 7/2/24 email from MB with Advanced HOA the new landscaper was to take care of the crooked trees and unwrap the trees so I contacted her supervisor RH with Advanced in August to inquire why this was not done yet and she would not answer the questions in relation to what MB emailed to me.

  below is the 7/2/24 email content from MB.

  "I apologize for the delay in my response, I had a medical emergency and have been out of the office.   The new landscaping company has been given the approval to care of the crooked tree(s) and will also unwrap the trees.  This will be done in the next couple of weeks.   Please let me know if I may be of additional assistance.  Thank you."

   

   

  So why won't anyone with Advanced contact the landscaper and ask them why the trees have not been maintained as MB said would be done approx 2 weeks after 7/2/24? This is so simple and easy to explain but Advanced refuses to find out why the landscaper won't act in good faith and honor their contract. Is the landscaper in breach of contract and if so has Advanced addressed this and alerted the board???

  There are 30+ crooked trees, 2 or more dead trees, 10 or more unstaked trees, and older trees that are still wrapped and should not be.

  Once again I cannot get my questions answered from Advanced which is disrespectful,dismissive,unprofessional and not the good customer service that they are so proud of apparently.

  Their last reply is to avoid contacting the landscaper and flip it back to me to deal with the board---do they think they should just get paid by our neighborhood residents and not take time to resolve the issues-they clearly do not want to resolve the issues and I don't think they believe me when I have repeatedly told them about the tree issue for months.I have spoken to other neighbors(that are not vocal to Advanced) and they hate the tree issues and have a problem with Advance HOA not doing their job as a property manager.  If Advanced HOA does not believe that there are tree issues here then why can't an employee visit our neighborhood and disprove me--I challenge them to do that when their office is open. Aren't property management companies supposed to help facilitate this instead pushing back at residents asking for help???  

  I challenge Advanced to answer and address EVERYTHING in this response concisely, honestly, with full explanations without being ambiguous,vague and  dismissive.

  My offer still stands to have anyone( especially the landscaper) meet me on a weekend to walk the neighborhood to point out tree problems.

   

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

  

  Business response

  08/21/2024

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

  Your Metro District is still under declarant control and a transition walk still has not taken place to evaluate plant health and install per the specs of the plans.  We were also made aware that the landscape company called to make the Board aware that you are now harrassing them.  We have terminated our contract with your community and wish all of you the best moving forward.

  Customer response

  08/21/2024

   
  Complaint: 22119070
  
  I am rejecting this response because:
  If advanced hoa is no longer involved that is good as you could not help our community.  I am not harassing anyone. Just cannot get simple questions answered.  That is a libel issue with landscaper then
  Sincerely,
  
  *********************

• Initial Complaint

  07/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Just before 10:30 a.m. on Sunday, July 28th my nieces and nephews were in town and visiting and playing outside near the shed. The shed is a green color and has all of these security signs all over it that recently popped up. The shed has historically had cinder blocks, bricks, cones buckets other debris constantly not put placed properly away. I am not sure as to why the cinder blocks bricks and Cones are items that need to be out and have been for 2 years now. Is there any possible way that we can have them put away because my niece came back with a scraped knee because of the danger that all of the unorganized equipment that is unused is just sitting out. I can see on various neighborhood apps with photos and videos that this has been reported to the board and management company and nothing has been done. I urge before this becomes a very serious matter to the community where someone is actually hurt that we clean up the front and sides of the shed. There is no need for them to look this way when the community has two sheds. Not sure if management is also aware but the golf cart is leaving tire tracks on the grass because it is not parking in its designated parking spot. If you look on the next door app there are ********************************************************************************************************* it designated parking spot that was removed from the homeowners use and is not being used. I am worried about my niece and other children that play in the community and they have every right to play on that grass. What we don't have a right to do is place them in danger and these are easy easy fixes and we need to put all of that equipment stored away especially the cinder blocks the cones and the bricks it's just unnecessary that that place looks the way it does. For equipment that hasn't moved in years or in use. This is a liability to our guests and the community. Please address this with the board. This has been reported to management too.

  

  Business response

  07/29/2024

  ********

  Thank you for the note.  I will forward to the ***** of ********* and manager to address.  I would assume this is something the dedicated maintenance person should address.  In the future, please send all inquiries like this to ****************************************** for a quicker, more efficient response.

  Sky ********

  President

  Advance HOA Management

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company implemented a new payment process/system which has had multiple issues with correctly processing payments in a timely matter, resulting in late fees and interest being charged to accounts. The company refuses to acknowledge the system has problems, make changes for the betterment of the client/customer, or refund predatory fees they charge.

  

  Business response

  07/23/2024

  DB

  While change is hard, we have converted 60,000 homeowners over to the new payment processing system and contrary to your comment have removed all late fees and interest from owners accounts upon request.  I will be glad to do the same for you but you wrote to the BBB anonymously.  If you truly want help please reach out.

  [email protected] 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over this past weekend I sent in four to five separate work orders that needed to be put in. I had followed all the instructions to make sure that these were submitted and sent them to the client services email. This email over the past 3 years has historically ignored work orders to my home. Of which a discrimination lawsuit is currently being investigated as I put together a trail of history and neglect. These work orders include light bulbs that are out throughout the community, broken sprinklers that were never turned on the beginning of the Season that has resulted in only my grass being affected, not sure if this was done on purpose but that's going to be placed in my lawsuit, but I don't have sprinklers that are working. The handyman that probably an illegally because he's related to a board member never fixed one of these three sprinklers that are broken correctly and it hasn't been turned on. The building across from me is literally rotting away and my neighbors were ignored regarding that so we have reached out to the county regarding that. I asked client services over the weekend and then again on Monday to send me a copy of all of the work orders that I asked to be submitted over the weekend and I was ignored. My neighbor submitted one today and *************** immediately replied back within 1 hour and 30 minutes. Isn't that interesting. Please also have the handyman or ***************** clean up between the sheds. Kids are playing outside here and there are very dangerous Stones cones that were being thrown around buckets being laid around and here's a photo. There is plenty of room in the shed to put this stuff away and to clean up after at the board members husband is done

  Customer response

  07/17/2024

  The name of the *** is ********************** located in ***************. I do not know the names of the board of directors except one of them. *************************.  Board president is ****

  This complaint is aimed at the property management company who I have been sending the work orders to and they have ignored me. I have four or five work orders that I sent in between Friday and Monday and all have been ignored. I need the requested information or I will be subpoena for it. I went through the proper channels presented by the management company. They are the ones that put in the work orders

  

  Business response

  07/22/2024

  ******

  This has been sent to the ********* of Directors and they have since forwarded to the Associations attorney for a response.  

  Sky ********

  President

  Advance HOA Management

  Customer response

  07/22/2024

   
  Complaint: 21994562
  
  I am rejecting this response because: this is not a response that warrants a response and a waste of time and money on the communities and my money from an attorney. This is such an easy fix. You guys just can't seem to do your job. We shouldn't have to live like this and my photos show that. This is a safety hazard and something that should be fixed and addressed immediately. We had Kids on the  cinder blocks yesterday. This is not safe. 

  stop wasting our money and sending this to an attorney. The board of directors need to know that I have alerted the county and I have an open complaint with the ****. That is a waste and Ill responsibility of money what they have done to this community and spending our funds frivolously when there are Landscaping problems there are dead grass there is broken sprinkler heads there are lights that are out in the breezeways and we are spending our money on an attorney to respond on something that should be taken care of by you and them.  Irresponsible!!  On both your parts. And it will be brought up at the next board meeting. My next step is a lawsuit

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

  

  Business response

  08/01/2024

  Using the attorney is the perogative of the Board of Directors due to your continued harrassment of the board, maintenance staff, and managing agent.  

  Advance HOA Management

  Customer response

  08/01/2024

   
  Complaint: 21994562
  
  I am rejecting this response because:

   

  It is not considered harassment when I don't have working water, there are safety issues, that you are discriminating against my wife and I for. I pay to live here I don't pay to be discriminated against so on Friday I'm going down to the courthouse. You guys have discriminated against me enough you guys have left a wasp nest in my and above my garage, it is not harassment when you guys are expected to do your job. This is misuse of funds. And everybody in the community is going to get copies of what you guys have done to waste our money because you guys won't put in work orders correctly on stuff that I'm entitled to!!

   

  **** has also been contacted and will be performing an investigation on this board. Please provide me all and this is legal and this is owed to me all first and last names of board members so I can name them in the lawsuit. I will be naming Sky the owner of advanced HOA in the lawsuit as well but you need to provide me this information. I have nine outstanding work orders that you guys have not put in just for the record. You are discriminating against us because we are white and conservative. We pay to be here and we pay into a service that you are supposed to provide and you guys are not. And now my grass is dead and the sprinklers are broken and I have lights out in three of the buildings. This is all going to fall on poor management
  
  Sincerely,
  
  **************

  

  Business response

  08/21/2024

  The wasp's nest have been addressed as have the lightbulbs.  Work orders for potential broken irrigation lines or valves are being sent to ****** for reapir as recieved.  A majority of the brown spots you are noting are from dog urine.  Per the Board you are invited to attend the board meetings to address any other concerns.  All work order requests are being reviewed by the board for approval for addressing.

  Customer response

  08/21/2024

   
  Complaint: 21994562
  
  I am rejecting this response because:

  thank you for finally getting back to us. Nobody from your company ever communicated that our work orders were received. That isn't acceptable but we are glad they finally were addressed after over a month of putting them in. My wife is allergic to the wasp nest and could have cost her life because we were ignored. 

  Outside building 9047 dead grass has looked like this 7 plus years. While other buildings for example near ***** a Board member, receive 2 to 3 brand new sheets/slabs of grass.  While ours is the "ugliest in the community "  This absolutely is not signs of dog urine. One spot is, but the pics of patches dead and destroyed are due to poor maintenance and lack of water that was failed to be fixed when brought to your attention.   Also keesen prematurely chopped  2 shrubs in that same area in the fall in preparation for winter. They both are ruined because of their team and now we have the worst grass patch and 2 dead headed shrubs that grew nice and tall in the summer and fall for 13 years. This also needs to be fixed and replaced. 

  It does not seem appropriate or fair to not have working water, that was reported many times for addressing that assisted in the rapid decline and destroying of a quarter of the grass patch.   There are three dogs in this cube of homes and only one of the neighbors dogs uses it sometimes. This is a 7 year problem that needs addressing. It's a cheap fix and we have definitely paid for it to be repaired while other board members get sods of new grass?? Seems unreasonable especially when we contacted you before it became a real problem. 

  If we can get keesen to replace the 2 shrubs (the plants that grow very tall in summer and fall) that they ruined that would be appreciated. I have photos that this is not what it looked like prior years and that negligence caused this. 

  A ***************************** realtor was here last month showing a unit across from me, and notated to the young couple pointing out the poor landscaping on the side of 9039, in front of 9039 (has several dead shrubs) the rotting posts, then the grass plot in front of 9047 and she said to the potential client " this could use some better upkeep with their all the dead grass and bushes"  She was right. 

  I look forward to seeing ****** address the broken sprinklers over here- it's been over a month since it was reported to you, and also them replacing the 2 tall shrubs they ruined, and asking the board to do the right thing and look at what awful sad shape the grass has been in 7 years now and see if we can get it to fill in and grow and get water to it. 

  We also have some dead areas near the e. Side of 9039 I reported and the broken sprinkler near the dog p*** station behind the mailboxes nearest 9047. *****'s husband supposedly fixed it then my wife and I were told by ****** that it was not done properly and was not even working. So that too needs to be addressed too please before we lose more grass.

  All the board members have nice full green grass and working sprinklers. When our side doesn't and was ignored when work orders to catch it before it got worse were submitted appropriately.   Please consider doing the the right ethical thing and replace ******* big negligence and repair our grass. Thank you. 

  
  Sincerely,
  
  ****** and **************************;

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is a condo facing East that has neon lights with a high amp pointed out. It can be seen from blocks away and is causing a disruption and I am not able to have my blinds open during the evening. I left a ****** review on their site. The condo's are called Gotham Condo's at ********************************.

  

  Business response

  05/29/2024

  ****

  I can assure you we are addressing this issue on our end, but per state law and the HOA's governing documents, we must follow a specific compliance process regarding the timing of notices being sent to the tenant.  Like you, we are hoping to get this resolved asap.

  Sky ********

  President

  Advance HOA Management

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Here's the revised version of your message:Advance *** is the company responsible for managing the townhome community where I reside. Last year, I fell behind on my monthly payments. The account was sent to a law firm, and I paid off the amount in January 2024. However, the *** also sent the account to a collection agency, which I was not informed of. The collection agency reported the account as charged off this month, in May. This has resulted in my credit score being damaged, and the *** said they cannot help with anything.However, as a client of the collection agency, the *** should be able to request that the collection agency remove the item. This should not have been reported this month, as I paid the account in January 2024. Additionally, last year, the *** demanded that homeowners pay by the end of the year for an assessment for roof repairs that were to be done. They advised that if payment was not made, the account could be placed in collections or a payment plan with interest could be made. I made the payment for the assessment as requested, but the *** has done a poor job ensuring that the contractor followed through with the work.This *** is horrible, and I am deeply upset that due to their lack of responsibility, they failed to notify the collection agency that there was no money owed. Consequently, my credit report has been negatively impacted.

  

  Business response

  05/24/2024

  *******

  Your account was over 120 days past due for the regular monthly assessment payments.  Per the Associations collections policy, we sent you a statement of delinquincy two times, an intent to lien notice, and then filled the lien.  Because you did not respond to these actions, your account was sent to the collection agency to recover past due assessments.  As noted in our collection efforts, and per state law, an 18 month payment plan would have been offered had you responded to our offices and requested such. The collectoin agency sent you numerous letters via ***** tried to reach you via phone over 20 times, and per policy, reported your unnwillingness to pay to the credit bureaus.  On October 12, 2023, the ***** of ********* voted to send your account to the Associations attorney for collection efforts.  This has nothing to do with the wind/ hail special assessment, as you met those obligations.  There is nothing we can do about your credit report as all efforts to contact you were exhausted but you chose to either ignore them. 

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I believe this company has taken over my HOA management. I believe a flyer was left on my door back in March. I called the number on the flyer in March and left a voicemail. I never heard back from them. My last name was spelled wrong on the document pasted, nobody called me back. I honestly threw the paper away has spam/scam. Some context, I own multiple properties and receive engagement letters for property management all the time. The ones that I know, spell my name right and call me back. Anywho, I had another letter posted on my door this evening. It states in the letter it was posted 1 week ago, theyve reached out through a number of channels and my name spelled wrong with intent to file a lien language written.To my knowledge, I dont owe this company anything. So I have two questions:Is this a legitimate business?Do they have someone that can validate that with me?Not looking to dodge payment if I owe them something, but there has not been a legitimate attempt to contact or help, it seems the business wants to pass off those responsibilities to the threat of and handoff to collections agencies.

  

  Business response

  05/21/2024

  *****

  Thank you for reaching out.  I will have ******* from our client services team reach out to you today to assist with your account questions and make sure we have your contact information correct in our system.

  Sky ********

  President 

  Advance HOA Management

  Customer response

  05/21/2024

   
  Complaint: 21738680
  
  I am rejecting this response because:

  I talked with *******, she was great.

  i am still disputing this for two line items that remain on the ledger.

  i have proactively reached out to the company for about 60 days to cure any disputes. Havent heard from them this until this report was filed. My contact information was incorrect in their systems and I am being invoiced for their error.

  I did not have this problem with the previous entity. At this point, I have paid what I owed and agreed to pay as part of living in this community.

  invoicing owners for poor acquisition planning and integration of systems is poor form, and should reasonably be accounted for when taking over an account. The fees they invoice the community have increased four fold, you would think having correct contact information would be part of the elevated fees. I have had no problems with this process the last 4 years, until one variable changed, the company managing.
  

  Again the only method of communication that I have received from the company I quickly and urgently responded to, what can only be considered commercially reasonable efforts. 

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

  

  Business response

  05/29/2024

  *****

  As ******* noted, our records were provided to us from the prior managment company, and what they provided to us was a past due amount.  From what I understand,  you agreed to reach out to prior management to address this issue and to have them provide us a corrected ledger.  As far as AHOA is concerned, you are current with your payments to your HOA.  The other option would be to ask the ***** of ********* to waive any prior late fees and interest as this is not a decision that we can make.

  Sky ********

  President

  Advance HOA Management 

  Customer response

  05/30/2024

   
  Complaint: 21738680
  
  I am rejecting this response because:

  This is confusing. **** wants to cite a past due balance from the previous *** management team, but not accept that all of my contact information was incorrect. That's not the core of the issue here.
  
  Here is the problem:

  I never received any communication, notice or other outreach from A*** through standard means. No phone call, snail mail with mis-spelled names, no emails. I paid the previous *** quarterly over the phone, we moved in of March. So the last month covered was November of 2023 (Your payment systems are much better now that I have been able to login). I received a letter on my door on March 25th 2024. I called Advance ***, left a VM notating that I was traveling out of the country for about a month or so and inquired how i settle any outstanding payments.

  I never heard back from you.

  I then received a second letter on the door, post-marked 5/13/2024 but it actually was posted on the door 5/20/2024. I called that evening, left another voicemail. Still no call back. To be clear the verbiage in the letter is 'intent to lien', significant stuff. So, I wait for business hours to call and talk to *****. She was super helpful in getting my into the payment center and how to navigate. I then open this complaint. I got an immediate response from you and a call from *******. ******* waived any of the late charges + interest, thank you! I got all the payments up to date.

  But there are still invoiced items, 'physical posting fee' and 'intent to lien' ******* stated she couldn't remove and referred me to the *** governing documents. I called her back and said i read through the documents and there is no recourse stated in the *** documents for a commercially reasonable attempt by an owner to reach the *** management company and cure any past due payments without additional follow up from the *** management company. She stated that there is nobody we can ask and she asked internally and there was nothing she could do. Additionally i went through the documents, resident/owner contact information should be pulled from the Deed. My information is correct at the deed level.

  Not until i explicitly asked to take this to the board, was this taken to the board.

  So, this business complaint is now two-fold:
  
  - Failure to respond to a commercially reasonable attempt to cure payments owed, resulting in erroneous invoices that the owner attempted to prevent.

  - Ambiguously stating there is no recourse for an owner of the association as if A*** is the end all be all.

  The board decision is an entirely separate matter. I can only hope that A*** provides the facts that I have provided in this thread and in email to A*** appropriately to the *** board. However, both of these complaints stand alone and are solely attributable to A*** in any *** management position they hold.

  It comes down to this, why was I not called back in March to settle anything owed? Why was I told there was no recourse for these fees?

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

  

  Business response

  06/11/2024

  *****

  We have searched our records relating to phone calls or emails as noted in your complaint.  The below is what our records indicate and the attached are the notices sent.

  
  Delinquent notices (Attached):
  March 6th, 2024: Courtesy notice of delinquency- emailed to ******************* (since updated email)and mailed to the residence.
  
  April 9th, 2024: First notice of *****. Intent Emailed to the same email as above and sent regular **** to the residence.
  
  May 13th, 2024: 2nd notice of Del and intent sent via certified mail, regular mail, posted, and emailed
  
  Monthly Balance statements:
  Emailed and mailed via ****
  Emailed to ******************* and mailed to residence
  
  He said he called in March and didnt hear back: I can go back to 03/05/2024 in Nextiva for call records. I dont see he called into the client services queue.
  
  And im not seeing any emails to CS
  
  
  

  Customer response

  06/19/2024

   
  Complaint: 21738680
  
  I am rejecting this response because:

  Thanks,

  Mail sent to the wrong person, misspelled name. Emails sent to an incorrect email address. The only communication that got to us was posted on our door, in which we promptly responded to.

  The method of payment changed, without contact to the resident. It's a completely different url, login, authentication, payment processor and physical point of contact. You say its on me, to reasonably reach out and cure any issues.

  I have called the phone number on the letter posted to my door. I have left multiple voicemails. Not sure how someone shows up on the queue. I have provided screenshots of the outbound dial and duration of call in the past. Your ***, won't allow the call duration to persist if you don't leave a voicemail. I called again last week and left a voicemail, left a voicemail with the client services team as i did back in March. I have a recording I can attach if that's helpful.
  
  I didn't call you and leave a voicemail to try and find a gap in your operational system. I called because that is the most prompt way to get things done. I am not on a witch **** to call out your business, I have no BBB complaints.

  Bottom line, you inherited a new account. You didn't have correct contact details for my residence. It states clearly in the bylaws, the deed is where contact information should be collected from, when in doubt. That didn't happen. 

  The communication I did successfully receive, i responded to asking how to cure the issue. I have left multiple voicemails. This business did not reply.

  Subsequently, there are emails on this topic and I haven't heard anything since this was taken to the board a month ago. Frankly, I have no idea if it was taken to the board in the most recent board meeting.

  If you don't have record of voicemails, please say so. If you need the recording to track that down let me know. If voicemail isn't a viable way of communicating with you the *** needs to be updated and voicemail option taken away.

  Additionally, i did dial into the client services queue. I talked to '*****' i believe, i can go back through my notes (i referenced her somewhere in this thread). She helped me get a login, created a password for me and helped me on auto-pay. I would imagine that record should be in the client service call logs, or queues. I'm not sure i was ever placed on hold so if that is requirement when gathering queue data, perhaps that's why I'm not showing up.

  Please, remove the invoice line items that I reasonably tried to cure.
  
  Sincerely,
  
  *******************

  Customer response

  06/19/2024

   
  Complaint: 21738680
  
  I am rejecting this response because:

  Thanks,

  Mail sent to the wrong person, misspelled name. Emails sent to an incorrect email address. The only communication that got to us was posted on our door, in which we promptly responded to.

  The method of payment changed, without contact to the resident. It's a completely different url, login, authentication, payment processor and physical point of contact. You say its on me, to reasonably reach out and cure any issues.

  I have called the phone number on the letter posted to my door. I have left multiple voicemails. Not sure how someone shows up on the queue. I have provided screenshots of the outbound dial and duration of call in the past. Your ***, won't allow the call duration to persist if you don't leave a voicemail. I called again last week and left a voicemail, left a voicemail with the client services team as i did back in March. I have a recording I can attach if that's helpful.
  
  I didn't call you and leave a voicemail to try and find a gap in your operational system. I called because that is the most prompt way to get things done. I am not on a witch **** to call out your business, I have no BBB complaints.

  Bottom line, you inherited a new account. You didn't have correct contact details for my residence. It states clearly in the bylaws, the deed is where contact information should be collected from, when in doubt. That didn't happen. 

  The communication I did successfully receive, i responded to asking how to cure the issue. I have left multiple voicemails. This business did not reply.

  Subsequently, there are emails on this topic and I haven't heard anything since this was taken to the board a month ago. Frankly, I have no idea if it was taken to the board in the most recent board meeting.

  If you don't have record of voicemails, please say so. If you need the recording to track that down let me know. If voicemail isn't a viable way of communicating with you the *** needs to be updated and voicemail option taken away.

  Additionally, i did dial into the client services queue. I talked to '*****' i believe, i can go back through my notes (i referenced her somewhere in this thread). She helped me get a login, created a password for me and helped me on auto-pay. I would imagine that record should be in the client service call logs, or queues. I'm not sure i was ever placed on hold so if that is requirement when gathering queue data, perhaps that's why I'm not showing up.

  Please, remove the invoice line items that I reasonably tried to cure.
  
  Sincerely,
  
  *******************

  

  Business response

  06/30/2024

  *****

  Again, the information we received was provided to us from prior management.  I asked you to reach out to them for assistance with a cure.  If they were unwiling or unable please email ****************************** for assistance.

  Customer response

  06/30/2024

   
  Complaint: 21738680
  
  I am rejecting this response because:

  I have reached out to previous management company. They have no record of sending us a delinquent invoice. Advance HOA sent a delinquent invoice with intent to file lien.

  Ill reach out to the account receivable team at Advance HOA.

  Please resolve your voicemail issues. I made commercially reasonable attempts to cure this issue with Advance HOA, I received no response from Advance HOA.

  There was no reason to file the delinquent notice or escalate to intent to lien without returning my phone calls.

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

  

  Business response

  07/15/2024

  *****

  if you would like real help please reach out to me directly.  Using the BBB site is not efficient.....

  sky

  ******************************* 

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello I would like an update on what's going on with the landscape plan. The last three moves that we have had the grass is horrible. It is uneven everywhere. It is a sloppy sloppy job and I have 11 photos that I can upload. Is this how every MO is going to look because if the board just looks outside they will see that everything is uneven on Apache plume drive. Also I want to make sure that there is a plan to take out the dead bushes and shrubs throughout the entire Community not just a board members yards and make sure that they are replanted. What are also we going to do with the dead grass and the dog stains? When will those be replanted and looking again properly? We pay a h*** of a lot to live here and we just reject up $100 more so if we need to get a different bid from a landscaper to come and beautify this place we might as well enjoy it and have nice landscape because there's dead shrubs and dead grass all over this community on both streets. When is the Landscaping walk with the vendor perhaps myself and my wife and a couple other homeowners that are concerned can attend. Also the rock beds need to be raked. We have lived here 14 years and not once have the rock beds been raked. This is something that *****'s husband can do because the rocks are falling into the grades and parking spots because they never had the properly raked and now piping is exposed. Raking needs be done every 2 years to make sure that everything is even of the rocks. Also the sprinkler that was ruined by the building 9047 handicap spot, if you want to go look at how poorly the landscapers installed it it is half installed the grass patch is not put in properly and it looks atrocious. You should see how they fixed their problem. It looks terrible. I look forward to hearing back from you on what the Landscaping plan is and when we can start seeing plants planted the dead ones removed and the grass fixed in all the areas. Please fix the sprinkler area & look outside on the ***** mow.

  

  Business response

  05/07/2024

  this is a maintenance issue for his ********************** and the BBB website is not the proper place for this owner to post these items.  Again, this owner has a cease and desist letter from the *** attorney to not contact the board or manager of the community directly unless of a life threatening emergency.  i will not be replying as i *** not want to encourage his behaviour of seeking social media outlets due to the cease and decist.  he has also gone to ****** and Yelp

  

  Business response

  05/14/2024

  ******- Youre posting regarding maintenance issues on the BBB site will not produce results wanted or expected.  Please us the website portal/ maintenance requests for these types of submittals.  This way they can reviewed by the board  of directors and assigned to the pertinent vendor.

   

   

  Sky ********, CMCA | President

  
  

  Customer response

  05/22/2024

  We went through the proper channels to make sure that this was addressed. And of course received no response. This is Habitual from Advance HOA and in particularly the lack of service that ************************* provides. ******************* doesn't seem to give her coach and counsel or discipline or follow up. We have as a community sentenced several complaints that he is aware of. Please make sure that these items in the photos are addressed and sent to the property manager. Since we did not receive contact from her and followed the rules that we were asked to and were ignored we had to address it with the Better Business Bureau and the ********** of ******** Affairs. We respectfully wait for your reply back.

  

  Business response

  06/04/2024

  The photos sent are obviously caused by dog urine.  Aside from resodding, their is nothing that can be done.  ********* of directors will be made aware.

  Customer response

  06/04/2024

   
  Complaint: 21649022
  
  I am rejecting this response because:

  you have not notified the board of these spots. It is actually female urine that causes these spots. In my general area where my family lives it has looked like this for years. It's time to pay attention to the places in this community that have been neglected. Will you also let the board know there are two or three dead plants at the entrance at the center median. We sent this in as well as my neighbors and of course we were ignored by our manager.

  ThoseThose need to be taken out and replaced. I have notified the state of Colorado EEOC **** Department and have reported this board for investigation.

   The board also needs to know that there are stuff that is over the counter that you can buy to put on the spots to help them grow. It is an over-the-counter cheap item and this is something that *****'s husband who is probably not allowed to be hired by us, but that's just something that he can do. We pay a lot for him and he doesn't do much quality work but this is something that he could be taking care of throughout the community. Go to ****** they have it and you treat each spot with it. This isn't difficult and until he is fired or let go because I have put in an investigation on conflict of interest, then this is something that he could do. Please recommend that to the board and if they need the name of the product we would be happy to send it over for their review. I think this is owed to the homeowners to not look this bad. This year the grass and Landscaping does not look as good as it did last year. We all are noticing 

  
  Sincerely,
  
  Mr. And Mrs. ****************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  *** fees were mailed to the business bank as directed. The bank confirms the check was sent. The *** management company has assessed a late fee as well as interest.I never received notification of the "missing" payment. I provided proof of the check being sent and the *** management company has only stated "they have not received the payment." After several emails and offering solutions, they have stopped responding and have not removed the erroneous late fee.

  

  Business response

  03/14/2024

  ****

  As my staff noted, we are not responsible for the delivery of checks to our lockbox by USPS.  I would encourage you to set your account up on ACH to avoid any further issues with USPS.  I will have AR remove the late fees and interest from your account.

  Sky ********

  President

  Advance HOA Management

  Customer response

  03/14/2024

   
  Complaint: 21429921
  
  I am rejecting this response because:

  I have attempted to pay the $250 through the *** website. The amount listed on the *** site is incorrect and when I select the "pay now" option it still has a late fee and interest assessed.

  See attached images.

  Additionally, I would like confirmation in writing that the mailed check will NOT be deposited after paying online.
  

  I do not wish to use ACH due to convince fees.
  
  Sincerely,
  
  *********************

  Customer response

  03/14/2024

  This business has shown a pattern of being non responsive to request and inquiries from customers. Additionally, I have had several issues with them sending my personal information to an unauthorized recipient. The home ownership was amended and the *** was provided a copy of the quit claim deed and was asked to remove the previous co-owner from the mailing list. It took 2 years to resolve this and resulted in late fees and interest on *************** since notices were being sent to the incorrect address.

  The current situation is similar in that I have yet to receive any notification of a missing payment. I only discovered it by chance after logging into the businesses website. I asked the business about this and they have not provided an answer as to why I wasn't notified of a missing/late payment.
  

  Generally, the business is unresponsive to customers until a negative review is left on ****** or a BBB complaint is filed. They are failing at the most basic customer service requirements. I should not have to file a complaint with BBB or leave a negative review to get a response to an inquiry.

  In the response to my complaint, *** blames the **** and says "they are not responsible," implying that I am. I have used the same bill pay process for 8 years and for multiple bills and never had an issue. At a minimum, they should be responsible for alerting customers of missing payments. Especially if they are charging interest for late or missing payments.
  

  Customer response

  03/14/2024

  I would like to add and draw you attention to a response posted on the BBB site for this business. The response from the business calls the complaintant "mentally ill."

  As far as I know, the business or the ********** **** is not a mental health provider or qualified to diagnose a mental illness. This is wildly unprofessional and should NOT be able to be viewed.
  

  

  Business response

  03/25/2024

  ****

  please reach out to ****************************************** and the team will be glad to assist you with your ledger and will remove the late fees and interest as a one time courtesy.  Send me an email with your account number or address so i can relay the message.  *******************************.  

  Customer response

  03/25/2024

   
  Better Business Bureau:l

  There is no need to reach out since you cashed the check 9 days ago and the account shows the credit.

  
  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. ↩