ComplaintsforCondominium Associates

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Condominium associates were hired to manage my community, ***********, it seems. Starting a few weeks ago they have a resident in the office volunteering to send out notices to residents about late payments and such. I explained some issues to them when they reached out and updated my payment amount per their notice the *** fees had went up (they never sent a notice prior to the email from the volunteer which is why i was behind by maybe 30 dollars or so in payments from the recent increase). So my account is back caught up. However, a few issues. 1. I am still receiving emails from this volunteer saying my account is not caught up and threatening to send me to collections. This is starting to become harassment/fraud as they are sending several inaccurate and bothersome emails to me asking for money they are not owed.2. The townhouses pay around $600k to $1.2M per year in fees that are supposed to go towards townhouse only: Landscaping, roofs, siding, and gutters. Yet somehow my fence which is completely dilapidated was removed from the repair schedule and they are saying I have to request to be on the repair schedule? This was never made clear. Also, the amount of money coming in is being misallocated seeing as how those of us with issues see none of the money and the coffers magically get emptier every quarter though their should be a surplus. So either the money is being misallocated to regular house/non-townhome maintenance/repairs (should not happen) or someone is misappropriating it who works for CA/the community board.3. There is a late document fee on my account which was never approved and was assessed on my account when i was only 20 or 30 dollars over drawn as a direct result of them NOT ANNOUNCING a fee change to any of us. They say it is my responsibility to log in and check the portal on my own every month? No way, they need to be announcing changes in fees and also better showing what these are going towards per #2 above. Thank you ****

   

  NOTE this is a second and unrelated complaint to the first one. Two separate issues. Also, please note this is not about pricing, this is about PROCESSING fees which I never agreed to pay. The issue here is not the price, its the fact I am being charged for something that is usually free which I have no choice but to use and in this case pay an unreasonable fee. This issue is in regards to their hoa fee-paying service. ACH is a common practice these days with 99%+ of businesses offering free ACH. Condo associates charge $2 per transaction. While it may not seem like much, it definitely adds up with each payment. Also, when you consider most vendors pay between $0.00 and $0.50 per transaction, it makes you wonder why this fee is so high and why condominium associates is allowed to profit off of these fees for a process we are REQUIRED to use. That being said, can they please stop charging these fees and refund the money or show proof that they are being charge $2+ per transaction from their vendor? Assuming they are paying nothing or some nominal amount, it makes no sense for them to be charging us, people required to use them to pay through ACH, a $2 fees.

  

  Business response

  06/03/2024

  The volunteer was in fact a ***** Member reaching out as a courtesy to **********************.  

  The change in Association fees was communicated as follows: 1.) September 11, 2023- owners notified via email,post in bulletin, and on community marquee at the entrance of *************** to discuss annual increase in assessments and plans for 2024, 2.) September 13,2023- Budget Townhall was conducted and owners were invited to join in person or via ZOOM, 3.) September 27, 2023- Budget adoption meeting was held in person and via ZOOM, owners were notified on September 25, 2023, via email, community bulletin, and marquee, 4.) November 15, 2023- Annual Meeting was held and 2024 approved budget was discussed with homeownership in detail, 5.) December 27,2023- 2024 Approved Budget was uploaded to owner website portal, 6.) January 1,2024- Coupon booklet and copy of 2024 approved budget order sent via *** to all owners it is confirmed to have been sent to **********************.
  

  Additionally, ********************** could look at his charges and account balance at any time through his owner web portal to see current, real-time account information.   
  

  ********************** has access to look at the Association Budget and Owner Financials through his homeowner web portal.  It is the ***** of ********* that establishes the Budget and directs the Management Company how to spend funds on the maintenance and improvement of the Association.    
  

  Mr. ********** requested resolution is a repair.   Per the ***** of *********, they have scheduled Mr. ********** fence for replacement in 2025.   

   

  ********************** is not on ***.  

  ********************* set up a recurring echeck through his homeowner web portal.   There is a $1.99 charge for processing an echeck that is clearly noted (see attached snip from his actual setup).  That fee goes to a third party processor and in no way benefits the management company or association financially.  
  

  There is no transaction fee for an *** payment.   If ********************** wants to set up an ***, he may do so by completing the instructions on the *** Form (attached).  If he sets up an *** payment, he will need to be sure he cancels the recurring echeck through the homeowner web portal.   

  Other ways ********************* can avoid paying the $1.99 fee is to send a check to the lock box or use Bill *** through his bank.   

  Customer response

  06/04/2024

   
  Complaint: 21711180
  
  I am rejecting this response because:

  So a fee that was unilaterally decided and not voted in alignment with our bylaws (quorum of 2/3rds) would not be enforceable. You have no legal grounds for enforcing a fee you made up yourself and was not passed. But I shouldn't have been charged a fee in the first place. As stated, said HOA $ increase was not sent to me via email or any other medium I received. I did not see you attach any proof of sending me any notice of the fee increase. You have my email on file for instance. If you don't send me a change, I can't and won't magically know to change what I am paying. There message is essentially saying that I have to log in and check for updates to fees as they won't inform me properly despite knowing i am on an autopay feature.

  It sounds like I am one of the only paying people then? Please provide a list of the fences on the list ahead of me and other planned expenditures. The townhouses collectively should be paying 600k and my balance is and always has been caught up per recent communications properly sent to me. There is clear misallocation of funds given that towhouse funds SHOULD NOT be being spent on general items not related to townhouses which appears to be the key issue here. they charge townhouses 300% more than home owners and then go around and use all of our money to support common functions or lose/steal/misallocate the money. Does not make sense.
  
  Checks are free, ACH is free, but not e-check? That doesn't make sense and e-check and ACH are synonymous.
  
  But whatever it's clear this won't get anywhere working with your team. Will escalate to *** and other housing regulators. Thanks.
  

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

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife (****) and I rented a condo for two months in ****************, in **********, **. Something new this year, required a background check and one months rent damage deposit. We left the condo on March 21. The condo and area was left clean and undamaged. A few days after we left, the owner confirmed the condo was clean and no damages incurred. Initially around April 2, I spoke with *****************. She did some checking and informed us, we would be receiving our check in two weeks. Here it is a month later. We have no refund of our $2000 damage deposit. This payment we made at the end of December in anticipation of obtaining the condo, has turned into an interest free loan for condominium associates. I spoke with ************************* earlier this week. On May 1 around mid day, we spoke. She promised to call back in 'ten minutes', to tell me what was found and what could be done. I am still waiting on that call.Is there a law in ******* that requires damage deposit refunds in a certain period of time?In some states there is a law that requires damage deposits be returned with interest. Does Florida have a law as such?It would be good to have an understanding of where this fits with Condominium Associates. Everytime, I speak with them, it is a new question or story. when was it paid? what was the check number? who did you make the check out to? for how much???? They were able to cash the check easily enough. I am incredulous at their bookkeeping Please let me know what BBB can do or how to proceed with bringing this to a conclusion and returning my damage deposit of $2000. Thanks.

  

  Business response

  05/14/2024

  ******************** refund was processed per the steps directed by the Association.   Board approval was obtained and check #***** was sent 05/06/24.   The check was deposited by **************** on 05/13/24.   A copy of the endoresed and deposited check is attached.   

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I can never reach them with my issues. They never send me a coupon book to pay my coa fees timely.Ok, sinh up for ACH instead. Then they turn it off. You owe fines. .How do I pay? They never answer the phone!When they do, They connect me to a fax machine!! More letter that I never recieved. And a fine for the letters! Very frustrating!Just about to file civil complaint. Fees at $191.23 and growing. !! Please help. Managers here at ******* Bay Condos are not able to reach them either!!!!

  

  Business response

  01/25/2024

  Our owner services group answers hundreds of calls daily at ************.   Additionally, twice daily they call back the phone number of an incoming call that hangs up before connection.   Our corporate offices in **********, ***** and **** are open from 9 to 5 daily.    Additional phone numbers and addresses are on the corporate website, condominiumassociates.com.
  

  The coupon book was mailed to the address provided by the owner and the coupon was received on time as is evidenced by the owner making their first payment after purchase with a coupon.  A redacted copy of the coupon along with the check is attached. 
  

  The ACH was not cancelled by the management company, it was rejected by the owners bank due to insufficient funds.  This is even evidenced by the copy of the ledger originally provided by the complainant. To submit a payment the owner may send a check, resubmit an ACH form with new banking information, pay online through the owner portal, or pay through their bank account via bill pay (see attached instructions).   

  If further assistance is needed, they may reach out to *************************, Director of AR, via email at *******************************. 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought the property we are living in on October 28, 2023. In spite of numerous emails to *************************** as well as to ************, we have not received the code for the owner to enter the gate. The phone messages left are ignored and unanswered. We are paying for this service, but not receiving them. Having difficulties in entering ***********.Taking money, and not providing services. Other residence here at *********** also have similar problems with these employees.

  

  Business response

  12/07/2023

  The complainants issue has been resolved by our Client Services group.   The Director of ************** followed up 12/07 to be sure they were still satisfied and gave them her direct contact information to use if needed.  

  Customer response

  12/08/2023

   
  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 NOW, after the long delay.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our Community only moved to Condominium Associates (AKA under 3 different business names) in May of this year. Every single monthly fee has been "messed up" (mostly removed by them AFTER PAYMENT as I made copies of all my receipts through the payment portal and their email receipts acknowledging payments through the use of their online payment portal). I have never been late on a payment, missed a payment, or made a stop payment on my condo fees yet I am accused every month and numerous fees are added to my account every single month. No one at this company wants to deal with this accounting or answer my numerous unanswered emails. Our Condo building had over 15% of accounting errors that they would not explain. I currently have an open fraud case with the **************************** due to their refusal to do proper accounting for our building money management. I can assure you we will not be staying with this company long term.

  

  Business response

  12/07/2023

  Our accounting group corresponded with the compainant via email 11/27/23, " Our sincerest apologies for the delay in getting back to you, as we had our IT department reaching out to our bank to investigate why the system generated a stop payment return.  After several attempts to obtain backup from the bank, they could not provide justification for this return, therefore we have removed the return processing charge that was posted to your account.  Thank you for your patience while we were attempting to obtain a response from the bank and tech support. Please let me know if you have any additional questions or concerns.  I will be happy to further assist." 

  We are proud that our accounting group processes over a half million owner transactions annually without incident.   It is unfortuante, but at times even banks make mistakes.   We apologize again for any incovenience to the complainant.   

  Customer response

  12/07/2023

   
  Complaint: 20897367
  
  I am rejecting this response because:  This behavior has been going on since May of 2023, consistently every single month with the same excuse.

  I am ACCUSED every single payment with no proof from them but statement proof from my bank that there has been no stop payment.

  On one of these previous occasions my Banker sent an email that I forwarded to this company indicating that I have never had

  a stop payment on my Bank account with this bank with a history of banking with them for over 20 years.  During these 6

  months this company has refused to reply to any of my emails DIRECTLY asking for accurate accounting, instead only telling me they are charging me late fees and stop

  payment fees.  Along with my own issues, since May 2023 when we hired this company we have had the same issues with more than 15% of the residents in our building.

  Accounting mistakes are sent out on important issues that we have going on in our Condominium business and when requests for answers we get no reply.  I have included a

  photo of the latest notice to our residents based on yet another accounting error. (That would be 3 errors in one month - not including what is unknown AND ONLY OUR BUILDING)  

  Sincerely,
  

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

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Condominium Associates are complete scammers. They are in charge of a community in ****** Park Town Homes in *********** *******. They are in charge of common grounds including the community pool and hot tub. I have tried very hard to work with them for 9 months. They REFUSE TO FIX THE HOT TUB. I have emailed them and went to their portal several times for months and all they do is collection fees but never use it. I am going to give proof of a list of emails and work orders for proof of track record. They are scammers. Here is the proof Emails with the complaints began on Feb 2, 2023 Here is a small list I will not give the entire list because it is too long Feb 2nd '23, Feb 10th ' 23, Feb 23rd ' 23, Mar 1st '23, April 12' 23 April 28th '23 June 16' 23 June 25th' 23 July 10th of '23 Aug 17' 23, Aug 27 '23. Sept 1'st of 23. I think you understand how hard I tried to work with them but they refuse.Here is a break down on work orders. 2/2/2023 2/23/2023 4/27/23 6/16/23 and it is still broken. So the issue started in Feb '23 and this is Sept of '23. I tried to hard but trying gets you no where.

  

  Business response

  10/05/2023

  Dear *****************    Condominium Associates, as the management agent for ****** Park Town Homes operates at to the direction of the ***** of ************************************** collects assessments from the owners in the ****** Park Town ***************** for use by the ****** Park Town *****************.   Approval for how and when those association funds are used rests solely with the ***** of ********************** Condominium Associates role is administrative in support of the *****s decisions and Condominium Associates has no authority to decide when or how association funds should be used for repairs or otherwise.   The ***** of ********* for ****** Park Town ***************** takes their fiduciary responsibility to the owners very seriously acts in good faith to serve the community.

  Regarding the hot tub.  Based on the cost of operation during the cold winter months, the ***** of ********* decided to turn off the hot tub to save the association money.   After choosing to put the hot tub back in service, it has undergone a series of failures, repairs,and subsequent failures.   At present,the hot tub needs renovation to the surface and pumps which represent a major expense for the association.  Throughout this time the ***** has provided regular communication to the owners regarding the hot tub issues.  Currently, the ***** states they hope to allocate the funds for the hot tub work by years end.

  Therefore, the complaint against Condominium Associates is misdirected.  Inaction is not the result of management ineffectiveness or ignoring the numerous work orders submitted by the complainant.   Repair of the hot tub may only move forward when Condominium Associates has been directed to do so by the ****** Park Town Homes ***** of **********************  

  Customer response

  10/06/2023

   
  Complaint: 20637144
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been dealing with them for a month about getting my deposit back and they keep giving excuses different times when they said check was cut and mailed they asked if I would like to pick it up and I said yes when then its we cut the check in ********** and then it takes time to get to their **** office

  

  Business response

  08/31/2023

  The Complainant has picked up the check.   We apologize for any communication issues and the problem experienced with the USPS.    

• Initial Complaint

  03/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 6, 2023 my account with ********************* was compromised, when I realized it on March 8, 2023, I called ***********************, Nassa Pointe HOA property manager. I was informed by the young lady who answered the phone that she could assist me and that I didn't need to speak with *****. I advised that my account was compromised and that my Bill *** payment was already enroute and she assured me that they would NOT process that payment due to I had to close that account. She stated that she put a 10 day hold on my account and assured me that it would not be processed. On March 16, 2023 I went into their office at 2019 *********** Suite B in ****, ** to pay with cash, but was informed they could not accept cash. The next day on March 17, 2023 I went back in to their office with a Postal Money Order. I was not informed that my account had any type of balance. Then on March 23, 2023 I received a statement dated March 20, 2023 that they processed the check and that it was processed and returned on March 10, 2023. I immediately disputed it and sent a screenshot of the call on the 8th of March along with a copy of the receipt of payment made before the 10 day hold was over. The next morning I received an email from *********************** stating that she would look into this. Later that day (today) I received an email from ********************* stating that it's the responsibility of my bank to reimburse the $30. I immediately contacted ********************* and informed them of ************************* response. They informed me that they did not charge me nor Condominium Associates for a returned check and that their (Condominium Associates) bank possibly charged them. Which would not have happened if they had done what they assured they would not do which is process the payment. This is the third time that Condominium Associates has made a mistake and then refused to correct their mistake and attempted to charge me for something that they caused.

  

  Business response

  04/10/2023

  Condominium Associates does everything within their authority to assist and accommodate owners.   In the complainants case, she was granted a 10 day hold as promised when she informed management that she had a breach of her bank account.   As explained at the time, a 10 day hold meant that there would be no late charges assessed on the account for 10 days while she cleared up the situation and made alternative payment.   No late charges were charged on the account. There was no promise of intercepting a check from ********************* which had already been issued, mailed to the association lock box and was already being processed.  As a result of the cancelled check, there was an *** fee charged to the Association by the Associations bank.  The *** fee was not the result of any action or inaction by the management company.  It is the complainants responsibility to reimburse the Association.  If the complainant would like to make a request of the Board to waive the fee on behalf of the Association, they may email ***************************** and management would be pleased to forward it to the Board for review.         

  Customer response

  04/14/2023

   
  Complaint: 19849917
  
  I am rejecting this response because: the board had nothing to do with the agreement that was between Condominium Associates and myself. Condominium Associates are thieves and extortionist and bully.
  
  Sincerely,
  
  *****************************

  

  Business response

  04/17/2023

  As noted in the previous response, 1.) There was no agreement to intercept a check that had already been issued and sent by the owners bank, was already mailed by the bank to the lockbox and in the process of deposit.   It is simply impossible and therefore management would not agree to do so.   Condominium Associates did agree to and honored suspension of late fees while the owner remedied the situation.  If the owner wanted to avoid possible charges related to their NSF check, they should have instructed their bank honor the check. 2.) Condominium Associates does not benefit from the collection of the $30 NSF Fee.   It is a charge levied by the bank against the owners association, paid by the owners association and it is the owners legal responsibility to reimburse the Association.      

  Customer response

  04/17/2023

   
  Complaint: 19849917
  
  I am rejecting this response because: it's all lies.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  feb 14th and feb 28th/2023 money owed ****** for overpayment to Condominium Associates *** management company for *****************, ********.**. Have emailed and called with getting no answers on the calls and no replys to emails. Would like refund of ****** sent to *********************************** ************************************************************** Phone ************

  Customer response

  03/14/2023

   
  Better Business Bureau:
  
  Business responded directly and in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We sold our *********************** condo, Lancaster #***, on 12/20/2022. We did not know that we had to fill out forms to stop the automatic transfer of our monthly fee from our bank account. $548 was taken from our account on 1/4/2023. We filed the required paperwork with *********************** on 1/9/2023 but have not received a refund. I have called the accounting office at *********** multiple times without resolution. I have called Condominium Associates twice, was directed to voicemail both times, and have yet to receive any type of response. I would like the $548 refunded to me ASAP.

  

  Business response

  02/28/2023

  As a company, we look at feedback whether positive or negative as an opportunity to review our processes and make adjustments when needed.  Accordingly, we have remedied the situation per the customer request and made process modifications to improve communication.  

  Customer response

  02/28/2023

   
  Better Business Bureau:
  
  I was very impressed with the customer service I received from ********************** following my complaint. I have reviewed the response 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. ↩