ComplaintsforAlliance CAS, LLC

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since I had not been informed, I tried several times to make a payment in August on the association's website without success.Because my account was blocked, I called the *** company 0n 08/07/2023 and found out that my balance had been sent to Alliance company and that I should make payments directly to them.On Thursday september 9, 2023, my wife called this company at ********** and spoke with a representative who told her that she had already received the invoice, but she did not have all the information.We have been calling on 08/11/2023 several times and sent an email on Friday 08/08/2023 and ******************* the team lead from Alliance CAS company stated that they can't give us any information as the property address appears on bankruptcy. Then my wife contacted the lawyer who represents her on the bankruptcy and he sent me the letter authorizing to contact us .Since the property was not included in the bankruptcy agreement and im not on bankruptcy and the property is under my name as well. We sent again another e-mail to ***** Alliance lead with the letter attached and she replied back to us: "As per our phone conversation, please contact the property management to assist you."We contacted the association's Manager and he told us to called Alliance as the account is on collection and the payments shoul by made to them.Because, the Association told us to call Alliance CAS company and Alliance told us to contact the manager property and the manager is telling us to contact Alliance . And Alliance is refusing to provide any other information. We want to pay the balance and be up to date with property *** payments.They just send me from one place to another and always tell me that Imy wife have to contact bankruptcy lawyer.But ,he already sent an email and letter authorizing them to contact us directly. I don't know what else to do to resolve this situation. We just want them contact us and provide the information with the balance and were we should paid or sent the payment.

  

  Business response

  09/26/2023

  Alliance has an executed contract with Monterey ***************************** Inc.  

       Our office received authorization to begin collections on the Complainants account on or around 08/25/2023. 
  

       During the account set up process, we discovered that one of the Owners had an active Chapter 13 bankruptcy case.  

       On 08/30/2023, Alliance e-mailed the ******************************* to advise them of the active bankruptcy case and recommend that the account be referred to their General Counsel.  

       Between 09/11/2023 and 09/13/2023, Alliance had communications with the consumers, referring them to the ******************************* each time. 
  

       On 09/14/2023, Alliance received notification of the instant Complaint.  
  

  Alliance will not comment on actions taken by the other entity(ies) mentioned in the Complaint, but is of the position that our communications with the consumers were in good faith and in alignment with our standard operating procedures. Both the Association and Alliance strive to work with consumers and avoid miscommunications and understand how frustrating it can be to resolve delinquent balances. 

  It is our understanding that both the management company and the consumers are now aware that the account is no longer being handled by Alliance and that the property management company is the point of contact for all matters regarding the account in question. 

  
  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Well today I was sent a letter stating that are payment was not in paid full because if a service fee and that we will have to start all over again because of 38 dollars which was paid the full amount of 988 I called the alliance to get this handle because 30 could of easy been paid to resolve the issue we didnt receive a call or nothing until a letter was sent out after the payment they were very rude didnt want to resolve the issue just was willing to take my money then I ask where was the ********************************* to the service not hoa so basically my money is not being credit toward that and also my original payment is higher then what we agreed so I seeking help or I will let my lawyer do the talking and please understand I will go the distance to get this resolved

  

  Business response

  09/14/2023

  Alliance has an executed contract with Sereno *********************** Inc. It is our understanding that pursuant to the governing documents and the executed contract, each homeowner is responsible for interest, late fees, legal fees, and costs of collection once the account becomes delinquent.  

  When an account is sent to ********************** for collections, additional amounts will accrue for collection fees and costs as well as legal fees and costs until the balance is paid in full. 
  

  The following represent our records regarding the second payment plan entered into and referenced by the Complainant: 
  

  The plan began on 01/24/2023. 
  

  The down payment was due by 01/30/2023 and was remitted on 02/01/2023. 
  

  The 12 monthly payments of $154.00 were due on the 28th of each month, in addition to the regular quarterly assessments. Our office received the following payments under the terms of the payment plan: 
  

  Payment Due Date                  Date Received 
  02/28/2023                               03/02/2023 
  03/28/2023                               04/04/2023 
  04/01/2023 (assessment)         06/08/2023 
  04/28/2023                                05/04/2023 
  05/28/2023                                06/08/2023 
  06/28/2023                                NOT RECEIVED 
  07/01/2023 (assessment)          NOT RECEIVED 
  

  Due to the missed payments referenced above, an e-mail advising of the shortfall amount was sent to the Co-Owner on 07/18/2023. 
  

  On the same day, the Co-Owner replied, claiming that the June payment was missed, but the May payment was remitted on June 5th.  
  

  On the same day, Alliances payment plan department informed the Co-Owner that the payment referenced was applied towards the April quarterly assessment that was due at that time (and the payment was in the amount of the assessment.) Further, the Co-Owner was informed that the shortfall amount was due on or before 07/24/2023 or the payment would be in default.  
  

  On 07/24/2023, the Complainant advised that the shortfall amount could not be remitted until 08/04/2023. 
  

  On that same day, Alliances payment plan department advised that authorization was received to pay half of the shortfall on 07/28/2023, the other half of 08/04/2023, and to pay the 07/28/2023 installment plus the July quarterly assessment on 08/18/2023. 
  

  On that same day, the Co-Owner responded, advising that the terms were acceptable. 
  

  On 07/31/2023, Alliances payment plan department e-mailed a Payment Plan Default letter, advising that the payment plan was in default and that the balance (noted in the letter) was due on or before 08/10/2023. 
  

  On 08/14/2023, one of Alliances account specialists sent a collection reminder via e-mail.  
  

  On the same day, the Co-Owner advised that the balance would be paid that week for sure.  
  

  On the same day, Alliances representative asked to be notified once the payment is submitted, so the closing process could be started.  
  

  On 08/15/2023, due to no additional payment or correspondence being received for the account, the Associations attorney prepared a Claim of Lien on our clients behalf. 
  

  On 08/20/2023, a partial payment was remitted and applied to the account. 
  

  On 08/23/2023, a Notice of Lien letter was sent to the Complainant and Co-Owner, advising of the recorded Claim of Lien.  
  

  On 08/28/2023, the Co-Owner sent an e-mail, expressing confusion about the lien placed on her home, given the payment remitted on 08/20/2023. 
  

  On 08/29/2023, one of Alliances account specialists advised that the payment was applied to the account but did not stop collections from taking place. The Co-Owner was informed that entering a payment plan or one-time settlement payment was the way to prevent further action.

  On the same day, the Co-Owner asked if the remaining amount owed could be paid. An additional e-mail received from the Co-Owner indicated that she wished to pay what was "due now, not start over.

   On the same day, one of Alliances account specialists responded and advised that an updated account statement would be provided, reflecting the total amount owed. 

  On 08/30/2023, an updated Statement of Account was sent to the Co-Owner along with payment instructions. 

  On the same day, Alliance received a call from the Co-Owner, inquiring about the account statement balance. She was informed of the amount due to resolve the account. The Co-Owner indicated that shed verify and review her funds prior to making a payment. 

  On the same day, Alliance received a call from the Complainant, stating he made a payment, but $30.00 less was applied to the account, and he was removed from the payment plan. Alliances representative informed the Complainant that the amount in question represented the payment vendors processing fee, and it isnt applied towards the balance. Our representative also explained that the payment processing system notifies customers before they authorize payment. He was further informed that the payment plan was defaulted because the required amount to bring the plan current was not received (in a timely manner). The Complainant indicated that hed retain an attorney, to which Alliances representative asked that his counsel submit a letter of representation. 

  On 08/31/2023, Alliance received notification of the instant Complaint.  

  It is Alliances position that the collection measures taken to date are in accordance with the governing documents, state regulations, federal guidelines, and our standard procedures. As indicated above, several opportunities to cure the default were provided, prior to the preparation of the Associations Claim of Lien.  
  
  Both the Association and Alliance understand that being delinquent on an account can be frustrating, but it is also our understanding that consumers are responsible for ensuring that payments are made in a timely manner.  

  We have worked with many consumers to achieve payment arrangements on their delinquent accounts; this account is no exception, as indicated above. 

  Should the Complainant wish to enter a new formal payment plan or negotiate a one-time payment to resolve the balance and avoid further action, he may contact our office at ************ or ********************************. 

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They say they didnt receive payment but I send front and back from check and who it was made out fix this and make it show I played and they cash checl

  

  Business response

  11/15/2022

  Alliance has an executed contract with Mini-Farms ***************************** Inc. (Association), which is the Association governing the Complainants property. Pursuant to the governing documents and the executed contract, the Complainant is responsible for interest, late fees, legal fees, and the costs of collection once the account becomes delinquent.  
  

  A Notice of Late Assessment was sent to the Complainant on 04/06/2022, providing a 30-day timeframe in which the full payment could be made to avoid collections. 
  

  The Owners account was transferred to collections on or around 05/17/2022, presumable due to non-receipt of payment.  
  

  Per Standard Operating Procedures, our office sent the collection placement letter on 05/23/2022 to the Complainants property address. 
  

  On 05/27/2022, the Complainant contacted our office to advise that payment in full was sent to the Associations property management company. Our office contacted the liason for the management company on the same day to confirm that the payment was received, and to ask that said payment be forwarded to our office, per standard operating procedure. 
  

  No further communication was received, nor was a payment forwarded to our office or applied to the Association's ledger. As such, a Notice of Intent to Lien letter was mailed on 07/08/2022. 
  

  Our office provided a Statement of Account reflecting this payment on 07/19/2022 along with our Verification of Debt response.  
  

  Due to no response to the letter referenced above, a follow-up letter was sent to the Complainant on 08/09/2022. 
  

  Due to no resolution on the account, a Claim of Lien was recorded on 10/25/2022. 
  

  Additional communication regarding the payment in question took place between August 2022 through present. 
  Upon review of the Complainants allegation and the account history, we noted that the payment in question was applied to the Statement of Account on 07/12/2022.  
  

  While the check is dated April 25, 2022, the ******************************* stamped the check as being received on June 6, 2022. Sometime thereafter, the check was forwarded to Alliances office, where it was deposited henceforth. 
  

  It appears that a miscommunication occurred on this account, as the check in which the Complainant has been inquiring was applied to our Statement of Account several months ago.  
  

  Our office hopes to resolve this matter amicably and expeditiously and is seeking approval for reductions on the Complainants behalf.

  If the Complainant has proof that the management company received the payment prior to the account being turned over to our office on 05/17/2022, we simply need documentation to substantiate this claim. 

• Initial Complaint

  10/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I kept sending emails to Alliance to follow up on my case but NEVER got any response. Then Alliance keeps charging me a late fee. I need someone from Alliance to read my emails and answer my questions.

  

  Business response

  11/03/2022

  Alliance has an executed contract with Reflections at *********** ************************** ************** which is the Association governing the Complainants property. Pursuant to the governing documents and the executed contract, the Complainant is responsible for interest, late fees, legal fees, and costs of collection once the account becomes delinquent.  

  The Owners account was sent to our office for collections on or around 09/14/2022. Per Standard Operating Procedures, our office sent the collection placement letter to the Complainants property address.
  

  On 10/10/2022, the Complainant contacted our office and was informed of the collection process used by our office. Later that date, Alliance sent the updated Statement of Account to the Owner via e-mail. In response, the Owner submitted a dispute via e-mail. 
  

  On 10/11/2022, Alliances ********************* confirmed receipt of the Complainants dispute. 
  

  On 10/12/2022, a Verification of Debt response was mailed to the Complainant per standard operating procedures. The Complainant e-mailed a follow-up on the status of the response. 
  

  On 10/13/2022, Alliance e-mailed a copy of the mailed Verification of Debt response. The Complainant reached out again on this same day, requesting clarification of the balance due. 
  

  On 10/14/2022, the Complainant called our office advising us that an e-mail was sent the previous day. 
  

  On 10/17/2022, the Complainant sent a follow-up e-mail. 
  

  On 10/20/2022, the Complainant sent a follow-up e-mail. Alliances ********************* spoke with the Complainant, who reiterated the details of their dispute. The Owner was advised that the Association was not aware of their mailing address, and that due to the delinquency, the additional charges are legally permissible.  
  

  On 10/21/2022, the Complainant sent a follow-up e-mail, advising that they still wanted to request a reduction of collection fees and late fees. 
  

  On 10/27/2022, the Complainant sent a follow-up e-mail regarding the reduction request and we received notification of the instant complaint. 
  

  On 10/28/2022, Alliance e-mailed the Complainant, advising that the Association is not obligated to send notices via e-mail, but did send a Notice of Late Assessments to the property address. In response, the Complainant e-mailed our office for an update regarding the waiver of the September and October late fees. 
  

  On 10/31/2022, Alliance reached out to the Association to request a reduction of interest and late fees to facilitate a settlement. 
  

  As shown above, in the span of 3 weeks, Alliance has responded to the Complainant on at least 7 occasions. It is our position that our office has been in sufficient communication with the Complainant.  
  

  Both the Association and Alliance understand that being delinquent on an account and subsequently placed in collections can be frustrating. We continuously work with many consumers to achieve settlement on their delinquent accounts by offering reductions and/or payment plans. 
  

  Our office hopes to resolve this matter amicably and expeditiously and is seeking approval for reductions on the Complainants behalf. Should the Complainant wish to pay the account in full or enter into a payment plan to freeze the accrual of additional amounts instead of waiting for a response on the reduction request, they are free to contact our office to express their intention. 

  Customer response

  11/08/2022

   
  Complaint: 18320620
  
  I am rejecting this response because: stop sending me the history of communication, I know how many emails and phone calls I've made, and I also clearly know what your replies were. Not all my emails were replied, until I submitted a complaint thru BBB. Now my request is to give me the account balance and I will pay off the balance because you are just wasting my time. 
  
  Sincerely,
  
  *******************

  

  Business response

  11/09/2022

  Alliance reaffirms the information in its previous response. The complaiinant was provided with the updated balance via e-mail on 11/08/2022, and an online payoff of the balance has been received.

  Per standard operating procedure, once the funds have cleared, the account will be closed with our office.

  Thank you.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Im disgusted by this company and am surprised what theyre doing is legal! I owed $600 for my *** which is on me (this was my first home purchase and thought I just had to make the payment within the year). Nowhere in my ***s bylaws does it state anything about payments not received by 01/01. Due to the ***s negligence, I received NO notices whatsoever on a balance due until 04/22. My notices were to be sent to my address but they failed to send them. Then I get a notice from Alliance about owing $1100. After I gave birth and recovered from my c-section, I called to settle to which I was advised Id receive an email within 24-48hrs. After not hearing back, I reached out via email and was advised to send my settlement offer in writing. I requested to settle for $800 then found out I owe over $2200!!!! For $600 *** fee?? They are complete robbers and shame on them and the *** for allowing such sharks to prey on homeowners who are struggling financially! I cant wait to move out of here and any *** who is dealing with Alliance, Ill be sure to stay far away from!! I just want to get this handled once and for all and Im NOT paying $2200. If Alliance is willing to settle for half, that would be great. But please do not prey on homeowners who are struggling to get by! Just having a baby and dealing with pp depression, I do NOT need this in my life!

  

  Business response

  09/25/2022

  Alliance has an executed contract with Trinity *********************************** which is the Association governing the Complainants property. Pursuant to the governing documents and the executed contract, the Complainant is responsible for interest, legal fees, and costs of collection once the account becomes delinquent. In addition to the Associations By-Laws, its Declaration of Covenants and Restrictions was recorded on 05/17/2019 and is available to the public for review.  

  While the Complainant claims they were not aware of when the assessments were due, the ******************************* has proof of providing this information to the title company prior to the closing date. Additionally, their notes indicate that portal log-in information was provided to the Complainant on 04/10/2021, and that they were aware of how to get into contact with the ******************************* if there were any questions or concerns.  

  There are notes and/or documentation on record with the *******************************, showing that 1) the Annual Budget Notice was sent to the Complainants property address on 11/30/2021, 2) an account statement showing the assessment amount and due date was sent on 12/23/2021, 3) a message was sent to all homeowners advising that the assessment was due by 01/10/2022, 4) a past due notice was sent to the Complainants mailing address on 01/17/2022, showing that interest had accrued on the delinquent assessment balance, 4) an additional past due notice was sent to the Complainants property address on 02/01/2022, 5) a final notice, advising that the account would be sent to collections if the delinquency was not cured was sent on 03/02/2022, and 6) an additional final notice was sent to the property address on 04/01/2022. 
  

  When an account is sent to Alliance for collections, additional amounts will accrue for collection fees & costs as well as legal fees & costs until the balance is paid in full.  

  Alliance received authorization to proceed with collections on the Complainants delinquent association account on or around April 14, 2022 due to a debt beginning with the unpaid assessment from January 1, 2022. Per standard operating procedure, the account was set up in our database and a Collection Placement letter was sent via regular mail to the property address, as well as alternate mailing addresses obtained during our skip tracing process.  

  It is noted that the Association did not have an alternate mailing address on record at the time of account turnover. However, if the Complainant has proof of providing an alternate mailing address to the Association prior to April 14, 2022, or in the alternative, proof that correspondence was previously sent by the Association to their alternate mailing address, our client requires documentation to substantiate the claim.  
  

  On 09/06/2022, Alliance spoke with the Complainant. As a balance and settlement options were requested, our team member sent this information via e-mail on the same day. 
  

  On 09/12/2022, the Complainant asked when theyd receive a response on a purported settlement request, however, as no such proposal had been received, an Alliance team member requested the amount of said settlement proposal. The Complainant in turn advised of same. A counter-off was provided by an Alliance team member on the same day. An additional e-mail was received on this date by the Complainant, asking for confirmation of the counteroffer.  

  On 09/13/2022, we received notification of the instant complaint. 

  Both the Association and Alliance understand that being delinquent on an account and subsequently placed in collections can be frustrating. We continuously work with many consumers to achieve settlement on their delinquent accounts by offering reductions and/or payment plans.  
  

  Should the Complainant wish to resolve this matter, they may consider a payment plan within the parameters of a 20% down payment, with 6 monthly installments or a one-time payment. Alliance can offer a provisional 45% reduction of its current collection fees and costs, should the Complainant be interested in establishing payment arrangements.  
  

  Our office hopes to resolve this matter amicably and expeditiously. Should the Complainant wish to do so as well, Alliance can be contacted via e-mail, mail, or phone to resolve this matter. 
  

  **Documentation of any correspondence referenced above will be provided to the Complainant upon request.** 
  

  
  

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The facility is trying to over charge me for an account that was transferred over to them from another company. The original debt was incorrect. We went on for years. I tried to resolve this issue year after year. The last time I currently reached out to them, February 2022, I was told that they know nothing about my account and that it has been transferred out to another firm. When I contacted the other firm I was told that they did not have my account either. I then reached out to my property management, *********************, and paid the money to them that was due. Once alliance realize that I was paying the full balance they magically had my account again! They then reached out to me for a balance that went from $800 to $8900. They were charging me well over $5000 in fees just to collect. Account number **********. I have tried and tried still to resolve this and I am not getting a result. They placed a lien on my home for $1200. I paid all money on the property. The lien still remains on my home. The manager ****** seems to be more interested in stopping me sell/refinance my home then she is in resolving the situation. They have yet to make or accept a settlement from me on this manner. In addition, they have charges for me in 2020, during the pandemic when all other accounts, ie federal loans home loans, was on hold, they were still charging and running up balance.

  

  Business response

  05/20/2022

  Alliance has an executed contract with Poplar **************************** Inc. Pursuant to the governing documents and the executed contract, the Complainant is responsible for interest, legal fees, and costs of collection once the account becomes delinquent. When an account is sent to Alliance for collections, additional amounts will accrue for collection fees & costs as well as legal fees & costs until the balance is paid in full. 
  Alliance received authorization to proceed with collections on the Complainants delinquent association account on 08/08/2019 due to a debt beginning with the unpaid fines from 11/13/2018. 
  Per standard operating procedure, the account was set up in our database and a Notice of Turnover to ***************** letter was sent via certified and regular mail to the property address on 08/12/2019.  
  On 08/26/2019, Alliance received an e-mail from the ******************************** requesting that our office reach out to the Homeowner, as theyd received an e-mail from the Complainant, claiming that she was only home on the weekends, and allegedly receives a different letter from the management company each week.  
  On the same day, Alliance spoke with the Complainant, who requested that a current statement of account with payment instructions be sent via e-mail. Said request was fulfilled on the same day.  
  In response, the Complainant restating that she was only home on weekends and didnt understand how the fines had accrued. She also alleged that messages were left for a representative for the Association. 
  On 08/27/2019, the ******************************* advised that theyd been trying to work with the Complainant for more than 2 years prior to the account being turned over to collections to no avail.  
  Alliance responded, advising that our office had spoken to the Complainant 3 times since receiving the 08/26/2019 request to do so and inquired on whether the violations had been cured.  
  The management company advised that the violations were still in effect as the issues had not been resolved.  
  On 08/28/2019, the Complainant called our office, inquiring on the status of the amount assessed for violations. She was informed that the balance is still outstanding unless proof can be provided that the violations were cured. 
  On 08/29/2019, Alliance received authorization to waive a significant portion of the fines assessed to the account, to help facilitate a settlement and that the Complainant advised that shed call our office the next day to make payment arrangements.  
  On the same day, the Complainant was provided with an updated statement of account, reflecting this reduction.  
  In response, the Complainant advised that shed be making the payoff on 09/13/2019. Our office confirmed that this arrangement was acceptable.  
  On 09/16/2019, the ******************************* followed up with our office for a status of the account.  
  As no payment had been received, our office sent an e-mail to the Complainant to remind her off the balance due. 
  On 10/15/2019, due to the payoff not being received, another follow-up message was sent to the Complainant, and advised that either a one-time settlement or a payment plan could be considered. 
  On 11/04/2019, Complainant responded, requesting a temporary payment plan of $100.00 per month. 
  On 11/22/2019, Alliance informed Complainant that the Association requires a 10% down payment and a repayment plan of no more than 12 months for the remaining balance. 
  On 05/18/2020, a collections reminder letter was mailed, due to no response from the Complainant. 
  On 08/20/2020, a collections reminder letter was mailed, due to no response from the Complainant. 
  On 11/09/2020, Alliance sent a follow-up e-mail to the Complainant to achieve resolution on the account. 
  On 02/09/2021, a collections reminder letter was mailed, due to no response from the Complainant. 
  On 03/05/2021, Alliance made a proactive call to the Complainant, due to no response. 
  On 03/29/2021, Alliance made a proactive call to the Complainant, due to no response. 
  On 04/08/2021, Alliance made a proactive call to the Complainant, due to no response. 
  On 04/16/2021, Alliance made a proactive call to the Complainant, due to no response. 
  On 04/22/2021, Alliance made a proactive call to the Complainant, due to no response. 
  On 04/26/2021, a collections reminder letter was mailed, due to no response from the Complainant.  
  On 04/28/2021, Alliance made a proactive call to the Complainant, due to no response. 
  On 05/27/2021, a collections reminder letter was mailed, due to no response from the Complainant. 
  On 06/01/2021, Alliance made a proactive call to the Complainant, due to no response. 
  On 06/14/2021, Alliance made a proactive call to the Complainant, due to no response. 
  On 06/29/2021, a collections reminder letter was mailed, due to no response from the Complainant.  
  On 07/01/2021, Alliance made a proactive call to the Complainant, due to no response. 
  On 07/26/2021, a collections reminder letter was mailed, due to no response from the Complainant. 
  On 07/29/2021, Alliance made a proactive call to the Complainant, due to no response. 
  On 08/12/2021, Alliance made a proactive call to the Complainant, due to no response. 
  On 08/18/2021, a collections reminder letter was mailed, due to no response from the Complainant. 
  On 08/23/2021, Alliance made a proactive call to the Complainant, due to no response. 
  On 08/31/2021, Alliance made a proactive call to the Complainant, due to no response. 
  On 09/09/2021, Alliance made a proactive call to the Complainant, due to no response. 
  On 09/20/2021, Alliance made a proactive call to the Complainant, due to no response. 
  On 09/23/2021, a collections reminder letter was mailed, due to no response from the Complainant. 
  On 10/01/2021, Alliance made a proactive call to the Complainant, due to no response. 
  On 10/18/2021, a collections reminder letter was mailed, due to no response from the Complainant. 
  On 10/25/2021, Alliance made a proactive call to the Complainant, due to no response. 
  On 11/16/2021, a collections reminder letter was mailed, due to no response from the Complainant. 
  On 11/19/2021, Alliance made a proactive call to the Complainant, due to no response. 
  On 12/14/2021, a collections reminder letter was mailed, due to no response from the Complainant. 
  On 12/20/2021, Alliance made a proactive call to the Complainant, due to no response. 
  On 12/30/2021, Alliance made a proactive call to the Complainant, due to no response. 
  On 01/12/2022, a collections reminder letter was mailed, due to no response from the Complainant. 
  Alliance also sent a follow-up e-mail to the Complainant to achieve resolution on the account. 
  On 01/25/2022, Alliance made a proactive call to the Complainant, due to no response. 
  On 02/01/2022, Alliance made a proactive call to the Complainant, due to no response. 
  On 02/04/2022, Alliance received authorization from the Association to refer the account to litigation no less than 30 days after the Notice of Intent to File suit letter was sent, per standard procedure. 
  On 02/07/2022, upon completion of the Notice of Intent to File suit review, Alliance sent a revised Collection Placement Letter to Complainant. 
  On 02/28/2022, Complainant called and was inadvertently advised that the account was with the Associations attorneys office and that she should contact them for further information. This was stated due to the signed lawsuit approval received from the Association and cost deposit sent to the attorney. 
  Complainant called a second time, requesting an updated statement and claimed that the balance was inaccurate at the time of turnover. She admitted that she hadnt responded to our communication attempts as she didnt want to pay for any of the accrued amounts 
  Alliance e-mailed an updated statement of account to the Complainant with detailed payment options.  
  In response, Complainant claimed that she did not receive the balance attached to the prior e-mail.  
  On the same day, Alliance resent the updated statement of account.  
  In response, Complainant claimed that the balance was incorrect from the beginning of collections and that she would not pay the total costs of collection, indicating that she didnt believe the full amount was legal. 
  On 03/01/2022, Alliance sent a follow-up message to Complainant, requesting a settlement proposal figure. 
  On 03/21/2022, Complainant advised that shed be sending the total amount of what she felt was the actual balance due; same was less than half of the accrued balance reflected on the statement of account at the time.  
  On this same day, Alliance requested reductions to assist in providing a counter-settlement proposal.  
  On 03/31/2022, Alliance was advised that no reductions had been approved by the Board as of that date, hence, we could proceed with providing a counter-settlement proposal, reflecting the amounts our office was willing to reduce. 
  On 04/01/2022, Alliance provided the counter-settlement proposal to the Complainant via e-mail. 
  On 04/04/2022, Complainant reiterated that she felt her balance should be a much lower amount than reflected on our statement.  
  On the same date, another statement of account, which shows the details of each transaction on the account, was provided via e-mail. 
  On 04/05/2022, Alliance received an e-mail from the Associations property management company, advising that 2 payments had been received in their office.  
  It was confirmed that the payments would be forwarded to Alliance for processing pursuant to standard operating procedure. 
  On 04/12/2022, Alliance received the 2 payments referenced above from the *******************************. 
  Alliance received an estoppel payoff request due to Complainants desire to refinance. 
  On 04/14/2022, the estoppel letter was issued to the requesting party. 
  On 04/19/2022, Complainant called, stating that she paid the amount due to the Association and doesnt owe any further amounts. 
  Complainant called again and was asked again to e-mail her concerns for review and was provided with the estoppel department's e-mail address. 
  Complainant e-mailed Alliance, requesting lien removal and alleging that the assessments and fines were paid in full. She restated that she believed that the amount initially sent to collections was incorrect.  
  Further, she alleged that Alliance informed her on 02/28/2022 that the account was no longer with our office, hence, she paid the amount she deemed appropriate to the *******************************.  
  On that same day, the ******************************* responded, advising that the information was correct(ed) and that Complainant had not made payments since July 2018, nor tried to reach a reasonable settlement. Documentation of multiple e-mails was provided, and she was informed that the account will continue to accrue fees until a settlement is reached and paid in full. 
  In response, the Complainant attached an e-mail from February 2021 between herself and the ******************************** showing that the violation repair was notated by the management company on 2/26/2021 and that she was directed to make arrangements with Alliance.  
  Her response to said e-mail on 02/28/2021, indicated that she wanted to pay the ******************************* directly for the amounts she believed were due. 
  Alliance sent an e-mail, advising that the partial payment she remitted had been forwarded to our office for processing. The Complainant was reminded that the matter could have been settled in 2019 upon multiple occasions, as detailed above in this response. 
  In response, the Complainant restated several of the same allegations referenced above and stated that she was not currently in the state but wanted to resolve the matter. 
  On 04/25/2022, Complainant followed up with our office for an update.  
  On that same day, the ******************************* forwarded a copy of Alliances statement of account from 04/14/2022, confirming receipt and application of the 2 checks she sent. They also clarified that she was not sent to collections for fines, rather, due to the unpaid 2019 assessment. The initial fines were waived in 2019 but additional fines were assessed due to not meeting a deadline shed requested with the Board. She was encouraged to work with Alliance to resolve the matter. 
  On 04/26/2022, Complainant called, requesting to speak with the estoppel department representative. 
  the Complainant e-mailed, stating again that Alliance verified that her account was not in collections. She sent two additional e-mails, alleging that the lien should be removed as she has paid the debt and will seek an attorney if her demand is not met. 
  On 04/28/2022, the ******************************* provided information to help explain why the account remains in collections and again encouraged the Complainant to work with Alliance. 
  On 04/29/2022, Alliance responded to Complainant, advising that all payments had been applied to the balance and that the balance was accurate to our knowledge. She was also asked to provide our office with her counsels information, should she choose to retain an attorney. 
  On 04/30/2022, Complainant claimed that the balance had not changed after the 2 checks were applied and requested an updated statement of account; she reiterated that she felt the balance was paid in full. 
  On 05/02/2022, the Complainant was informed that the balance was indeed accurate and that the statement of account being attached to the instant e-mail, was not to be used for estoppel payoff purposes. She was advised that a proposal could be sent for review if she was requesting a reduction. 
  In response, the owner asked several questions regarding the balance and requesting proof that the payments were provided (same had already been sent multiple times, as the updated Statement of Account reflects every transaction on the account since collections turnover. 
  On 05/04/2022, Alliance responded, clarifying that the payments had indeed been applied to the balance, evidenced by the amount due prior to the payments being applied versus the amount due after payment application. She was provided with a settlement proposal amount that would be due by 05/15/2022 in conjunction with the estoppel payoff previously issued.  
  In response, the Complainant sent multiple e-mails on the same day, indicating that she didnt agree with the settlement proposal and finally providing a counter offer of less than 20% of the balance due. 
  On 05/05/2022, Alliance asserted its position that the balance was accurate, based on the information we had, and clarified that the Association had not approved any additional reductions. She was informed that a response to her settlement proposal had indeed been provided. 
  On 05/06/2022, Complainant called, requesting to speak with a manager. 
  Complainant reasserts that she doesnt feel that a reduction of any sort had been granted and claims that the amount previously waived by the Association in 2019 was a correction, not a reduction.  
  She sent another e-mail that day, reiterating the message above and requesting another explanation or an updated balance. 
  Alliance responded, reiterating that the 2 payments had already been applied to the account prior to the estoppel being issued on 04/14/2022. A breakdown of the payment disbursal was provided again (this explanation is clearly listed on the statements of account previously provided to the owner). The Complainant was advised that a reduction was indeed given, based on the amount due per the estoppel letter and the amount of the counter-proposal we provided. 
  On 05/07/2022, the Complainant indicated that she felt the payment disbursement was not proper, as it wasnt done in the manner she wanted. She reiterated that didnt feel the payment could have been reflected in the estoppel balance as she didnt feel we knew the checks had been paid, that the calculations made sense, or that any amount had been reduced.  
  On 05/09/2022, the ******************************* advised that additional amounts could be waived, and that additional reductions would be considered, if she can provide proof of curing the other violations. 
  On 05/11/2022, Alliance e-mailed the Complainant, reasserting that the statement of account clearly shows each transaction since the account was sent to our office. She was informed of the additional reductions that were approved by the Association recently and what the new counter-settlement proposal amount would be. Clarification was provided to explain that the estoppel balance included additional fees (that were not listed on the statement of account). Further, our office advised her of the Association's requirement for proof of corrected violation in order to reduce additional fines.  
  On 05/15/2022, the settlement proposal grace ****** expired.  
  On 05/19/2022, Alliance requested an update from the title company handling the Complainants closing and are awaiting a response. 
  Alliance refutes the claim that our office was not willing to work with the Complainant to resolve the account. According to our notes, we have exchanged several letters, calls, and e-mails with the Complainant to explain the debt and achieve a settlement. Further, any payments remitted to our office by the Complainant have been applied to the account. 
  Both the Association and Alliance understand that being delinquent on an account can be frustrating and have worked with many consumers to achieve settlement on their delinquent accounts, especially during the pandemic.  
  We are happy to advise that should the Complainant wish to resolve this matter, additional reductions to facilitate a resolution will be considered. Our office hopes to resolve this matter amicably and expeditiously. Should the Complainant or her representative wish to do so as well, Alliance can be contacted via e-mail, mail, or phone to resolve this matter. 

  Customer response

  05/20/2022

   
  Complaint: 17172212
  
  I am rejecting this response because: so again from the beginning the balance was inaccurate. I have told alliance that before. Alliance states that on 8/27/2019 that all-in-one has been trying to work with me to resolve this matter for more than two years. that information is not true because I did not move into the community into July 2017. The problem never started in July or in the year of 2017. This problem originated in the summer of 2018. During the pandemic I have a ledger in which alliance is claiming that they sent out several letters. I have not received those letters. And the total amount for the year of 2020 during the pandemic is $2325. I am asking alliance to waive those fees. In which that was during the pandemic. I was not working during the pandemic.  I have to day reached out to alliance and ask them to waive those fees. I am awaiting their request. The reduction I am still a waiting for. I have not received a reduction of $500 at all. I am not concerned with the refinance at this moment. I am more concerned with getting this issue resolved.  Hopefully alliance can resolve this issue immediately and we can move forward.
  Sincerely,
  
  *******************************

  

  Business response

  06/01/2022

  As previously stated, on 08/29/2019, Alliance received authorization to waive a significant portion of the fines assessed to the account, to help facilitate a settlement and the Complainant advised that shed call our office the next day to make payment arrangements.  
  

  On the same day, the Complainant was provided with an updated statement of account, reflecting this reduction. This credit adjustment still remains on the account. 
  

  In response, the Complainant advised that shed be making the payoff on 09/13/2019. Our office confirmed that this arrangement was acceptable.

  Regarding the allegation that All-in-One has not been working with Complainant for 2 years, as Alliance previously stated: As previously stated: Alliance is simply relaying the information that was received from the ******************************* at that time, and cannot either confirm or deny the validity of this statement. 

  As previously stated, the debt began with the unpaid fines from 11/13/2018. It does appear that several violation and fine notices were sent by the management company to Complainant as early as 07/11/2018. 

  As a correction to the claim that the problem originated during the pandemic in 2018: The pandemic did not begin until early 2020, not in 2018. 

  Our records indicate that a much higher total balance than $2,325.00 was due through the end of 2020 contrary to Complainant's allegation.

  Alliance reaffirms the account history previously provided and will send copies of all correspondence (both e-mail and mail) and proof of mailing to the Complainant upon request, to prevent a privacy breach by uploading these documents to the BBBs site. 

  As previously stated, we are happy to advise that should the Complainant wish to resolve this matter, additional reductions to facilitate a resolution will be considered.  Our team member is currently working with the Association and Alliances upper management to obtain reductions in hopes of facilitating a resolution.

  We will be in communication with the Complainant as soon as the new settlement proposal is available. Both Alliance and the Association hope to resolve this matter amicably as well.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Alliance works with Specialty management company to destroy property owner's dream. I had a balance of $*** for my HOA which I couldn't pay because the HOA changed payment company. I never received any information of the change. I've made several attempts to the HOA's office. Of course, I was not able to speak to anyone. To my surprise, couple months later I got a call from Alliance about being placed on collection. I told them that I will pay my balance but I need the fees waived because I was not made aware of the change. I didn't know where to send my payments and I did call the office and was never able to speak to someone. I was instructed to send an email with my dispute and they were supposed to be able to help resolve this issue. Instead, I received other residents information mailed and emailed to me. I've been emailing back and forth with Alliance staff since October and nothing seemed to work. In December, I sent my payments in for the balance I owed including the payments for the other months. Just when I thought everything was fixed since nobody reached out to me. Now, in February I received a letter stating a lien was placed on my house and they want to charge me $****. Alliance is a reap off, they charge me $** for coupon book. They charge me for interest. They want to charge me $** to set up a payment plan. It's all about money for this company. Alliance Cas should be banned. It is not fair or right what this company is doing. I worked hard to buy my house and I will not let Alliance destroy my dream. Worst company ever. They want to take $*** off the balance owed. Who does that? I didn't aske to be in this situation, I've tried to fix it but never was able to get anyone with common sense to help.

  

  Business response

  03/18/2022

  Alliance CAS works with many associations to resolve delinquent accounts. Our office cannot comment on events that allegedly took place prior to the account being sent to our office, nor any alleged actions taken by other companies.

  Alliance has an executed contract with Whaley Creek Homeowners' Association, Inc. Pursuant to the governing documents and the executed contract, the Complainant is responsible for interest, late fees, legal fees and costs of collection, once the account becomes delinquent.
  

  When an account is sent to collections, additional amounts may accrue for collection fees & costs as well as legal fees & costs until the balance is paid in full.
  

  Per our records, the Association sent a Notice of Late Assessment to the Complainant on 09/01/2021, providing 30 days from the date of the letter to remit the balance due.
  

  Alliance received authorization to proceed with collections on the Complainant’s delinquent association account on 10/06/2021 due to a debt stemming from the unpaid assessments that had been accruing since June 1, 2021.
  

  Per standard operating procedure, the account was set up in our database and a Collection Placement letter was sent via first class mail to the property address on 10/06/2021.
  

  On 10/15/2021, the Complainant called our office, claiming that they never received a notice of the Association’s change in management company. In response, our office sent a copy of the Association’s Notice of Late Assessments, which contains information on remitting a payment.
  

  On 11/01/2021, the Complainant advised that they had been having issues with mail delivery in their neighborhood, which seems to be an issue best resolved with the U.S. Postal service.
  

  On 11/03/2021, the Complainant advised that they’d like to dispute the debt, hence, our Compliance department mailed a Verification of Debt letter on 11/04/2021, per standard operating procedures. This letter contained a copy of the Notice of Late Assessments referenced above.
  

  On 11/**/2021, the Complainant called our office, claiming that the Association does not do anything in the community, hence, they shouldn’t have to pay the assessments.

  On 11/18/2021, Alliance e-mailed a copy of the notice of change in property management and explained that it appeared that the account was properly placed in collections. The owner was also offered a 15% reduction on the collection fees.

  On 11/29/2021, a follow up to the Verification of Debt letter was mailed to the Complainant.

  On **/13/2021, due to no resolution on the account, the Compliance department returned the account to collections.

  On **/14/2021, a partial payment was received an credited to the account’s balance.

  On **/15/2021, a Notice of Intent to Lien letter was sent via regular and certified mail.

  On 02/04/2022, due to no resolution on the account, the Association’s attorney prepared a Claim of Lien.

  On 02/21/2022, the Complainant called our office, alleging that she never received her statement and notices and demanded that all fees and the Lien be removed. Alliance recommended that they remit a settlement proposal. An updated Statement of Account, Declaration of Covenants for the Association, and a copy of the Notice of Late Assessments was e-mailed to the Complainant on this day.

  On 03/03/2022, Alliance sent the Complainant an e-mail with a settlement proposal; the reduced payoff is due 03/**/2022.

  On 03/04/2022, we were advised that the Complainant emailed the Association’s management company and in turn, the management company advised they sent two notices prior to being sent to our office (just as Alliance advised the Complainant). Our office asserted that since the account was apparently properly sent to Alliance, the fees would not be completely removed, but could be reduced.

  Alliance refutes the claim that the Complainant never received their accounting records or the pre-collection notices, as we have confirmed that same were provided on multiple occasions.

  Both the Association and Alliance understand that being delinquent on an account and having issues with mail delivery can be frustrating. We also understand that other methods of determining one’s balance with a creditor are available and Alliance has been using e-mail communication with the Complainant since November 2021, when the balance was significantly lower.

  We are happy to continue negotiating a one-time settlement offer with the Complainant. Should they wish to resolve the remaining balance, Alliance can be contacted via e-mail, mail, or phone to resolve this matter.
  
  

   

  

  Business response

  03/27/2022

  Attached, please find a copy of the e-mail sent to the Complainant on 11/18/2021, offering a discount, in support of its position. 

  Pursuant to the governing documents for the Association available on the county’s official records site, Florida Statute, and the executed contract, once the account becomes delinquent, the Complainant is responsible for:  
  interest,  
  late fees,  
  legal fees, and  
  costs of collection. 

  When an account is sent to collections, additional amounts may accrue for collection fees & costs as well as legal fees & costs until the balance is paid in full. 
  

  That being said, once the account becomes delinquent, paying the assessments alone will not be sufficient to bring the account current.  

  As previously stated, prior to the account being sent to collections and accruing collection fees and costs, the Association sent a Notice of Late Assessment to the Complainant on 09/01/2021, providing 30 days from the date of the letter to remit the balance due. 
  
  Because the balance on the letter referenced above was not timely paid, Alliance received authorization to proceed with collections on the Complainant’s delinquent association account on 10/06/2021. 

  The Claim of Lien was recorded on 02/07/2022, not on 03/15/2022 as alleged. 

  On several occasions, the Complainant was provided with the full balance due, but on no occassion was the full balance paid, nor was a payment arrangement agreed upon. 
  

  The Statements of Account that have been provided also detail the various transactions on the account and show that the balance is a combination of assessments, interest, administrative charges, and collection fees and costs, not just late fees. 

  Again, both the Association and Alliance are happy to offer payment arrangements that include both a one-time settlement payoff and monthly installment payments for up to ** months, if the full balance cannot be paid in one installment. 
  

  Should the complainant wish to resolve the remaining balance, Alliance can be contacted via e-mail, mail, or phone with a detailed settlement offer or payment plan proposal.

  Customer response

  04/04/2022

  
  Complaint: ********
  
  The purpose of me writing to better business bureau is not to set up a payment plan. I want a better discount to make a one time payment. I've tried calling and emailing to get better results and it wasn't done. I will not pay $**** when I owed 3 months and late fees. I repeat better discount than 15%. It's not fair to me. Alliance wants to charge for everything. In the email sent, the supervisor sent a 15% discount. I need someone higher to override it and give me a better discount. 15% discount and payment plan will not work for me. Thank you!
  
  Sincerely,
  
  ******* **** *******

• Initial Complaint

  09/27/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Via a copy of a Claim of Lien letter filed by our HOA c/o Alliance CAS on 7/19/21, we were informed that we owed ******** in past-due fees/interest. In a letter dated 10 days later (but sent WITH the Lien copy on the same day via mail, NOT prior) we were told that we NOW owed Alliance CAS ********** We were not given clear information on the additional charges or how to dispute the claim. The number provided on the letter was disconnected and we have not received calls/voicemails/etc. from Alliance CAS. I found a corporate number after some online searching and after speaking with someone, I was sent a statement stating we NOW owe ************ ******* of which was charged by the HOA itself. This means Alliance has charged us over SIX TIMES the initial amount due in FEES. Upon calling back, each representative suddenly couldn't hear me and hung up, despite calling from different phones and having no issue making other calls. These are unfair, unreasonable, and unacceptable practices!

  

  Business response

  10/19/2021

  Business Response /* (1000, 5, 2021/10/07) */ Alliance has an executed contract with Sutherland Homeowners Association, Inc. Pursuant to the governing documents and the executed contract, the Complainant is responsible for interest, legal fees and costs of collection, once the account becomes delinquent. When an account is sent to collections, additional amounts will accrue for collection fees & costs as well as legal fees & costs until the balance is paid in full. Alliance received written authorization to proceed with collections on the Complainant's delinquent association account on 05/01/2021 due to a debt stemming from the unpaid January 2021 assessment. Per standard operating procedure, the account was set up in our database and a Collection Placement letter was sent via first class mail to the property address on 05/11/2021. Due to no response to the Collection Placement letter, the Association's attorney prepared and recorded a Claim of Lien on 07/21/2021. A Notice of Lien letter was sent by Alliance on 07/29/2021 to advise of the Claim of Lien; an additional fee and cost is assessed when this letter is sent, per standard procedure. Due to no response, a courtesy reminder letter was mailed on 08/24/2021. Due to no response, a courtesy reminder letter was mailed on 09/14/2021. On 09/23/2021, Alliance located a possible phone number and made a proactive call, which resulted in a voicemail. On 09/27/2021, the Complainant called out office, requesting an updated statement and requesting payment arrangements. On this same day, Alliance e-mailed the Statement of Account and sent options to enroll in a payment plan. In response, the Complainant sent an e-mail, indicating that he/she did not agree with the balance and had experienced issues connecting with our office via phone. In response, a Verification of Debt letter was sent on 09/28/2021, providing information to the objections raised, as well as the Association's turnover ledger and updated Statement of Account. The instant BBB complaint was filed on the same day. Both the Association and Alliance understand that being delinquent on an account can be frustrating, especially while experiencing other financial stresses. We are happy to advise that we are able to offer payment arrangements that include both a one-time settlement payoff and monthly installment payments. Sine the filing of this Complaint, Alliance has received and applied a partial payment to the instant account. Should the complainant wish to resolve the remaining balance, Alliance can be contacted via e-mail, mail, or phone.

*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. ↩