ComplaintsforREI Property & Asset Management, Inc.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Property management company for *********** ***** HOA community in ********** *** They instructed me to pay to have my son’s rim replaced and remounted. (235$) and they would have accounting send a reimbursement check mailed same day as I presented the receipts. In letterhead in email. Now they will not cover this

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I reside at the **** ***** ************ in ******* **. REI is the management company that oversees the property. On September 14th I woke up to a water leak in my bedroom ceiling. REI sent someone over in the afternoon to check it out. He cut a hole in the sheetrock in the ceiling and had to pull a lot of the insulation out of the ceiling because it was saturated with water. One of the gutters on the outside of the building had broken and that was why it was leaking into my bedroom. The guy said that someone from the association would be in contact with me about fixing the hole in my ceiling. As of today, November 6th, it has still not been fixed. No one from REI has ever reached out to me concerning this. I have called and left messages and they don't return my calls. I can't sleep in my bedroom right now because there is freezing cold air coming in and it's like an icebox in there. I have given up on getting any help from REI and have begun to do the repair myself, which I shouldn't have to because it's their responsibility. These people are the worst.

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  REI needs to fix my unit's ceiling, floors and wall due to an incident that had occurred that wasn't our fault. They stated that they put a referral in to have it fixed but have been ignoring my emails and don't call me back. its been almost 8 weeks living with no ceiling, exposed wires, fiberglass and debris and no one has contacted us to fix our problem when REI said they would. They are neglecting my unit and my well-being.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  REI has acted in an unfair way, going as far as extorting me into paying them money unfairly. They sent me a request for filling a template for vehicle registration. As soon as I received it, I filled it and sent it back to them. However, they claim to have sent it earlier but I had not received it. Because of that, they considered my filling of that paper template late, and they charged me a fee of 400$. I appealed that fee but they declined and started to threaten me with foreclosure and attorney fees. They started extorting me that if I don't pay the 400$ they will send an attorney and then I will have to pay upwards of $2000. These practices are nothing but extortion and abuse of consumers. When I reach out to REI, they never respond in a timely manner. They have not sent the request for the Vehicle Registration template earlier but just assumed that I would fill it. They did not give me a chance to fill the template before they assessed their $400 fee and they used threats and extortion to get me to pay the fine. I want to get a full refund of the $400

  Business response

  04/12/2023

  On behalf of the community association, and at board direction, REI sends out a vehicle registration form to all owners each year.  If an owner does not submit the form, we send a reminder.  If they still do not submit the form, we send a formal warning letter.  If they still do not submit the form, they are sent a fine hearing letter – the hearing is held with the owner and the board.  The board then makes the decision whether to fine or not.  If they do levy a fine, and it is collected, the income goes to the association and not REI.

  If fines are not paid, they accrue late fees.  Once the balance of unpaid fines and late fees reaches a certain level, as per the associations collection rule, the owners account is turned over to their legal counsel for collection.  Any legal fees incurred are charged by the association to the owner’s account.

  The owner had multiple opportunities to correct this simple request and avoid the warning letter, the fine hearing letter and legal collection enforcement process.  The owner has violated this rule in multiple years.

  Customer response

  04/13/2023

  
  Complaint: ********
  
  I am rejecting this response because: the REI group did not notify me in due time and did not send me appropriate communication to let me know that I was in violation of the rules. The only notification I received was one stating that I have a fine to pay and they did not even allow me to to contest it. They wanted me to travel many miles to come to their hearing (all at my cost) after which they rejected my plea. Their process is unfair and does not take into account that they don't notify the account holder of any notification until they decide that it is violating their rules. When you call REI, no one answers the phone, you leave multiple messages and they don't respond - they only send you emails and collect checks. I reject their response vehemently and request that they reimburse me for all the lost time and productivity and that that they return my money, which they forced me to pay under threat that they would start legal action against me, and potentially even cease my property, which is extortion in my view.

   

  I demand that the BBB starts an investigation of REI practices, which are unfair to all their customers.
  
  Sincerely,
  
  ****** ******

  Business response

  04/18/2023

  All owners of the association were notified, on multiple occasions, about the annual requirement of updating various information that the association requires.  Those that did not comply were sent warning letters.  After warning letters were sent, those that did not comply were sent fine hearing letters.  After fine hearing letters were sent, those that did not comply were assessed fines by the associations board of directors.   The board reviewed the correspondence history with this owner, and all owners not in compliance, and then voted to levy fines.

  Customer response

  04/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: I was not notified of the violation until it reached the fine stage. I was only notified that I had a fine to pay. This business is not telling the truth. They just sent me the notification that I had to pay a fine. When I inquired about how come I did not get a warning, they said I did but could not produce any proof that they had notified me. I only got aware of the violation when it was already a fine. They don't even follow their own procedures.

  I request that they rectify this by compensating me for all the harm they caused. The extortion approaches need to stop and they need to be exposed for the wrongdoing they do to other members.
  
  Sincerely,
  
  ****** ******

  Business response

  07/12/2023

  The association (our client) has a rule that requires owners to update their vehicle information each year or in between if there are any changes.  Owners are notified about the annual requirement.  Those that do not file are sent reminders, warnings, and then fine hearing notices.  This owner did not adhere to the process and was fined by the board of directors following a hearing.  He was not fined by REI.  The fines are income to the association and not REI.

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