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Business Profile

Association Management

FRONTSTEPS

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Association Management.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/30/2023

    Type:Delivery Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    There is a software bug in some of the inclusive date calculations for the temporary visitor portion of the software. The software is supposed to allow for 15 days for the visit, but at times will not. I tried entering in a start date of 30 October, with an end date of 13 November. I received an error message that indicated the maximum time allowed is 15 days. I could find no way to let their IT department know that the date calculation utilized by their software was failing. It begs the question, what other software bugs are in their system.

    Business Response

    Date: 11/08/2023

    Hello,

    We see that ****************** reached out via our demo request form and our team sent him to the DwellingLive support team. If he is still experiencing any issues, please reach out to us via our Technical Support: ****************** OR ************************************.  These are all listed on our website at  ***************************************

     

    Thank you.

  • Initial Complaint

    Date:04/05/2023

    Type:Billing Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have auto pay set up with this company. When the monthly dues increased, they were unable to adjust it automatically, so they began charging the incorrect amount with no notification. I called last month to speak with someone, and they helped walk me through removing the incorrect autopay amount and adding the correct one. I checked my bank account yesterday and I see I am now being billed for BOTH the correct and incorrect amounts. I called today to speak with an agent to have it removed. I was advised by the agent that they are unable to access their own system to remove that incorrect auto pay amount. They instructed me to access their payment portal - which is not working. I tried to login both on my phone and a computer - both of which will not go past the login screen. The agent refused to assist with removing the incorrect auto pay, and stated she couldn't access it and refused to escalate it since the 'home owner' is not on the line. I am the home owner, my name is on the deed and mortgage, and they somehow have my wife's maiden name on their listing. She hasn't used that last name in over 6 years, and we refi'd two years ago so there's no reason that maiden name should be on there.

    Business Response

    Date: 06/21/2023

    Dear Sir or Madam: 

    ******************* called FRONTSTEPS Resident Support on April 5th, 2023, at 11:40 am, requesting assistance with removing a scheduled payment. ************** claims that he called FRONTSTEPS the previous month to add a new scheduled payment with a new amount and to remove the old one. We do not have a record of any inbound calls from his phone number, *************, prior to his interaction with us on April 5th. We do have a record of ************** reaching out to us via our Support form on March 10th, 2023. In that interaction, ************** was emailed a link to the homeowner portal and instructions on how to delete a scheduled payment. 

    On the call on April 5th, the FRONTSTEPS representative confirmed **************** reason for calling and proceeded with our validation process. The validation process helps ensure we speak to the owner listed on the account they are calling in for. The support team validates the account using data housed in our FRONTSTEPS Caliber product. The data in the product is managed and updated by the homeowners property management company, in this case, HOAMCO. When attempting to validate **************, the FRONTSTEPS agent confirmed the caller was not listed on the account. However, ************** was able to verify his spouses information, which was listed, with the agent.  

    The agent proceeds to confirm they see two scheduled payments set up for the account. We informed ************** that we would not be able to modify his scheduled payments on his behalf since a) the account has online access for the homeowner to do so themselves and b) he was not listed on the account. This is a protective measure taken by FRONTSTEPS to mitigate security and liability risks. The agent informed ************** that he or his spouse can do so themselves within their homeowner portal and offered to guide him through this process on the call.  

    The agent attempted to work with ************** to get him logged into the homeowner portal HOAMCO uses through FRONTSTEPS. ************** did not know the credentials to gain online access to his account. This also conflicts with his previous statements on the call, where he mentioned that he had done this the month prior. The agent attempted to assist by suggesting a variety of troubleshooting steps (resetting password, different browser, accessing the portal directly versus through the HOAMCO site) however ************** claimed that he was unable to even access the homeowner portal (**********************************). HOAMCO utilizes this portal for thousands of homeowners and there were no reports of the portal being inaccessible.   

    After several troubleshooting attempts with the agent, ************** was unable to log onto the homeowner portal to remove the scheduled payment. Due to the previously mentioned restrictions on assisting the caller, the agent asked if there was a direct number for us to call his spouse, to assist with removing the scheduled payment. At this point, ************** was combative, mentioned filing a complaint with your office, and declined our offer, stating that he did not want us to bother her with his concerns.  

    To summarize, FRONTSTEPS does not schedule, modify, or delete homeowner payment information due to liability and security concerns. Additionally, we have no record of ************** calling us in March but do see that we were in communication with him via email. In both interactions, we attempted to provide ************** with the next steps needed to cancel his scheduled payment. We did not tell ************** that we cannot access our own systems at any time, only that we cannot modify the payment on his behalf. Regarding the homeowner information listed on the account, this comes from the property management company, HOAMCO, and FRONTSTEPS does not modify it. This ensures that FRONTSTEPS is verifying homeowners against the record of truth, which comes from HOAMCO. 

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