Complaints

This profile includes complaints for Empire Management Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Empire Management Group, Inc.

  801 N Main St Kissimmee, FL 34744-4565

  
• 

  Empire Management Group, Inc.

  2500 W Lake Mary Blvd Unit 208 Lake Mary, FL 32746-3501

  
• 

  Empire Management Group, Inc.

  927 S Ridgewood Ave Suite A3 Edgewater, FL 32132-2352

  
• 

  Empire Management Group, Inc.

  770 Almond St Suite A Clermont, FL 34711-3176

  
• 

  Empire Management Group, Inc.

  1495 N Maitland Ave Suite #3001 Maitland, FL 32751-3316

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Met the CEO, **** *******, our community is looking at hiring Empire and he gave me his card to stay in touch. Left 2 messages and nobody returns my call. I called a THIRD time and a Hispanic customer service *** on 7/3/25 said they dont care if Empire gains our business, a community of 300 residents. The agent rudely hung up. DISGUSTING treatment, they clearly only care about making a sale and dont care once they sign a deal. Theyll appear slick, polished and friendly but its a Sales shtick. STAY AWAY from **** and Empire since theyre inconsiderate and cant follow through on a simple request for callback of HOA customers.

  Business Response

  Date: 07/09/2025

  Hi Mr. *********** style="box-sizing: inherit; font-family: -apple-system, system-ui, "system-ui", "Segoe UI", Roboto, "Helvetica Neue", "Fira Sans", Ubuntu, Oxygen, "Oxygen Sans", Cantarell, "Droid Sans", "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Emoji", "Segoe UI Symbol", "Lucida Grande", Helvetica, Arial, sans-serif; color: rgba(0, 0, 0, 0.9); background-color: rgba(0, 0, 0, 0.08);">
  I appreciate you reaching out directly.
  
  I want to clarify a few things in response to your message. At the end of our meeting, I specifically asked you to follow up with me via email as I do with all prospects as my schedule is very packed and seeing his concerns we would clearly require some further research to support you and unfortunately, I never received any written communication from you. While I was briefly out of the office last week with my family to rest (I have two young children), I returned to find negative online reviews and personal insults posted publicly, which was disappointing and unnecessary and seriously unprofessional.
  
  Additionally, while you mentioned leaving messages, our system logs do show you left one message, two calls that you hung up prior to speaking with anyone and then proceeded on your third all to demean my employee who cannot help you because your community isn't one of our customers and proceeded to also insult her publicly. That said, no member of our team is expected to tolerate abusive language or behavior, and we take any such allegations seriously. If an interaction fell short of our service standards, we regret that but your public approach did not allow for any resolution or for even anyone to confirm whether I had received your message or not.
  
  Due to the nature and tone of your communications, we have formally withdrawn our proposal for **** ****. Ive also been made aware that ****** has pulled their bid, and Artemis is exiting the community. Unfortunately, this type of environment is not one we can engage in productively, and we wont move forward under these conditions.
  
  I wish you the best of luck with your plans for the community.
  
  Best regards,

  Customer Answer

  Date: 07/09/2025

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:
  
  As I had stated in a LinkendIn message. I called TWO times, and left 2 messages. Neither was returned. The third call was rude and hung up on ME. I was never unkind in my review until that person treated me very unkindly.

  To turn it around and say that because they couldnt return my calls. They accuse me of being unprofessional lacks accountability for their lack of ability to return phone calls which others have mentioned in ******. I never was given an explicit instruction to email or write as the business card was handed to me hastily.
  

  I have removed any public reviews, which was simply done in an attempt for me to have someone simply contact me.., which is a pretty low bar of expectation..

  I do not hold any power in that Im not on the board, and I do not plan to run for the board. Because I was a beginning point to gather signatures to get a recall and change of property manger started, I was looking forward to working with Empire on a way forward. I do believe this was all simply a miscommunication for which I am sorry. I dont plan on pursuing anything further..

  Kind regards,
  
  ***** *******

  Customer Answer

  Date: 07/09/2025

  They accused me of harassing a person that hung up on me. Thats a LIE, that was a man on the phone, the persons post on LinkedIn is a woman, I simply asked why somebody would not simply return a phone call to get someones attention? One has nothing to do with the other.. I have removed the negative comment in public reviews because its not my goal to hurt their business, but as many others have stated in ******, they habitually do not return phone calls and then use the excuse of youre not our customer. 
  

  As others on ****** have mentioned, theres a psychological term used when someone takes the reality you experience and makes you question your own sanity. Thats called gaslighting. I did nothing wrong, and the CEO wants to run his company dying on the hill of ignoring customer phone calls? Then refusing to show empathy for someones real experience. Ok, I guess Very strange and disrespectful mindset to hold and justify. I hope their concept of customer service improves in the future to include RETURNING A CALL, **************, such a high bar especially when a person gives their card and tells you to call them..

  I seek mutual respect and friendliness in all areas of life. I wish them the best.

• Initial Complaint

  Date:05/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The claim is against Empire Management Group-The Gardens at *************************, ************During and since the new HOA Management; At the end of 2022, a mailed payment was misplaced inside de Association office and it was not cashed until February of 2023. At the time the balance had zero late charges. Since payment was posted late, the Association has continued to received payments on a quarterly basis, refused to adjust the small amount of fees as requested, a continued building more charges over charges, legal fees, ect.The total amount to adjust from January 2023 to December 2024 is $415.50.This includes: multiple $5.00 dollars charges, multiple $25.00 dollars charges [the account continued to accrue late fees over late fees] under dispute status, Four $75 Intent to lien and a collection fee.. Florida, the law prohibits debt collectors from using abusive, deceptive, or unfair tactics to collect debts, as outlined in the Fair Debt Collection Practices Act (FDCPA) and the Florida Consumer Collection Practices Act (FCCPA). These laws protect consumers from harassment, misrepresentation of debt amounts, and unfair communication practices. Note. Proof would be provided as needed.

  Business Response

  Date: 06/05/2025

  Thank you for bringing your concerns to our attention. We take all complaints seriously and appreciate the opportunity to address the issues you have raised regarding Empire Management Group and The Gardens at Lake Jackson Ridge HOA.
  We have thoroughly reviewed the payment history and the timeline of events related to your account. Based on our records, we would like to clarify the following points:
  Payment History: According to our records, all payments from 2020 to May 2023 were made electronically via eCheck or credit card. There is no evidence of a physical check being applied in February 2023, as mentioned in your complaint.
  January 2024 Payment: The payment in question, dated January 29, 2024, was sent to the Tampa lockbox and was not handed to someone at the association or Empire Management Group. This payment was cashed on February 16, 2024, and posted to your account on February 20, 2024.
  Delinquent Fees: By February 16, 2024, several delinquent fees had been incurred due to an outstanding balance dating back to October 1, 2023. The missed quarterly payment for the 4th quarter of 2023 is what caused the delinquent fees and subsequent actions on your account.
  Board and Attorney Involvement: Your account was reviewed by the Board and approved for attorney referral on December 16, 2024. Upon your request, the attorney asked us to remove the account from attorney status and allow you to pay the association directly. You submitted a partial payment and requested a payment plan, stating that the January payment was posted late by Empire Management Group, causing a delay.
  We understand that there may have been some confusion regarding the payment process and the resulting fees. However, based on the information available to us, the delinquent fees were incurred due to the missed quarterly payment, not due to any error on our part.
  We remain committed to working with you to resolve this matter amicably. If you have any further questions or require additional assistance, please do not hesitate to contact our office.

  Customer Answer

  Date: 06/10/2025

   
  
  Complaint: 23379407
  
  
  
  I am rejecting this response because:

  The Business received the same check copies and refused to adjust the account.

  Prior to send the check, back in 2024, two call were made to the office; Three weeks after the check mas mailed. I had a cordial conversation with a Female (unfortunately, i was not expecting all these issues, I did not save the person's name) WE spoke about my Brain Tumor situation and my husband back injury and surgery. They agreed to remove all the charges posted to the account once the check was found and processed. The payment was posted on 02/16/24. With the payment, I attached an informal note as an adjustment reminder", the note was not processed neither saved into my records. 

  Please, see the attached Bank payment copy and the statement. 

  Note: All the additional posted fees are charges over charges. I refused to pay these charges when they agreed to have them removed. 

  
  
  
  
  Sincerely,
  
  
  
  Lynda Ortega/Miguel A Ortega

  2122 Ficus St Mascote FL 34753

  Business Response

  Date: 06/18/2025

  We appreciate the opportunity to respond once again to this complaint concerning account activity and fees associated with The Gardens at Lake Jackson Ridge HOA.
  
  We have reviewed the matter thoroughly, including a full audit of the homeowner’s payment records and the timeline of events. We would like to reiterate and clarify the following key facts:
  
  No Physical Check Received in Late 2022 or February 2023:
  Our records show no physical check received, posted, or applied during the time period in question (late 2022 to February 2023). Instead, all payments from 2020 through May 2023 were made electronically via eCheck or credit card. There is no supporting documentation or deposit history for a mailed check applied in February 2023, as claimed.
  

  Delinquency Originated from Missed Q4 2023 Payment:
  The late fees and collection escalation were the result of an unpaid quarterly assessment due October 1, 2023. Despite notices and reminders, the payment was not received or posted in time, resulting in an outstanding balance by early 2024. The January 2024 payment that was ultimately received and posted in mid-February did not resolve the past-due amount in full, which led to further fee accumulation.
  

  Board and Attorney Involvement Was Properly Noticed:

  The account was reviewed by the HOA Board of Directors and referred to legal collections in December 2024. At the homeowner’s request, the attorney agreed to remove the account from attorney status to allow the homeowner to work directly with management. The partial payment submitted, however, did not clear the accrued balance, and the homeowner subsequently requested a payment plan.
  

  Fees Are Valid Under Governing Documents:
  All charges—including late fees, intent-to-lien notices, and administrative costs—are in accordance with the HOA’s governing documents and Florida statute. These were applied due to an open balance—not as a result of any verified error or misapplied payment by Empire Management Group.
  

  Legal and FDCPA/FCCPA Compliance:

  Empire Management Group is not a debt collection agency. However, our internal policies—as well as those of any third-party legal representatives engaged by the HOA—adhere to all applicable state and federal consumer protection laws, including the Fair Debt Collection Practices Act (FDCPA) and Florida Consumer Collection Practices Act (FCCPA). At no time has harassment, misrepresentation, or abuse occurred, nor have we received any such formal allegation supported by evidence.
  
  We respectfully maintain that the charges in question are valid and stem from a missed payment and resulting delinquency—not from any mismanagement or misconduct by our team. That said, we remain open to working with the homeowner in good faith to resolve the outstanding balance.
  
  The homeowner is encouraged to contact our Homeowner Advocacy Department at 407-770-1748 to request a current ledger and, if desired, a payment plan proposal that may assist in bringing the account current.

• Initial Complaint

  Date:05/20/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have submitted application for review of contractor project of screening in enclosure lanai. This broke t to be completed by vendor supreme alluminium with county permit. However, I have submitted the application and supporting documents but empire either does not acknowledge receiving it or missing documents.

  Business Response

  Date: 06/18/2025

  To Whom It May Concern,
  
  
  Empire Management Group appreciates the opportunity to respond to the complaint submitted by Mr. ***** regarding his ****************************** (ARC) application for a lanai enclosure project by the vendor Supreme Aluminum.
  
  
  Mr. ***** initially submitted an ARC application that was incomplete. As part of our standard operating procedure and to ensure compliance with community standards and county permitting requirements, we promptly informed Mr. ***** of the missing or incomplete items. Despite our requests, the same incomplete submission was provided multiple times.
  
  
  Once a complete application was finally submitted, we expedited the review process in good faith. While ARC requests typically follow a 30-day review period, Mr. ****** completed application was reviewed and approved within just three business days a significantly faster turnaround than the communitys governing documents require. This was done in an effort to assist him and facilitate his project timeline.
  
  
  Throughout the process, our team remained professional and responsive, even in the face of multiple instances of rude and disrespectful communication from Mr. ****** Nevertheless, we continued to prioritize service and transparency, ensuring that his application was reviewed and approved without delay once it was properly submitted.
  
  
  We believe we have acted in accordance with all governing procedures and treated Mr. ***** with fairness and urgency. We remain committed to serving our communities with professionalism, consistency, and respect.
  

  Customer Answer

  Date: 06/21/2025

  They lie. I submitted all they required and even more information they required however they always had a reason why not to except. They even went as for as claiming to me that the house es not recognized as part of the association because of payment of fees. Since the bbb complaint they admittedly  approved the enclosure. I thank you for your involvement and greatly appreciate your concern in this matter. Empire hoa needs to realize that the members pay fees to them for service not for them to exist and service the builder.

  Customer Answer

  Date: 06/23/2025

   
   Date Sent: 6/21/2025 12:58:32 PM
  They lie. I submitted all they required and even more information they required however they always had a reason why not to except. They even went as for as claiming to me that the house es not recognized as part of the association because of payment of fees. Since the bbb complaint they admittedly  approved the enclosure. I thank you for your involvement and greatly appreciate your concern in this matter. Empire hoa needs to realize that the members pay fees to them for service not for them to exist and service the builder.
   
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September 2024, the *** managed by Empire Management began repairs to the exterior wall of my garage. A crack had formed on the outside of the building that caused water to leak into the unit when it rained. However, the repairs were not completed. I have informed them by both email and telephonically that water and resulting mold continues to be an issue when it rains. The *** has ignored my requests for more information and has not called or emailed me back. I have not received any follow up communication from them since prior to November 2024. On the online portal for the ***, my request continues to remain on my dashboard with the code of "follow up" on it. I would really like to have the repair they began finished prior to the rainy season starting again. My *** **** have continued to be fully paid.

  Business Response

  Date: 03/28/2025

  The sealing and repair were completed on September 20. Then the original vendor went on vacation until December.  *** took over the stucco repairs and we included this unit into the collective proposal for just that little area of painting.
  
  We would like to confirm that the work is completed with Mr. ***********

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 22938692
  
  I am rejecting this response because the response from Empire is inaccurate. While it is true that work was done on the crack in September 2024, the problem was not fixed and the area continues to leak into the home during heavy rain. As you can see from my attachment, I made a re-request for the repairs on the Empire Account dashboard on 11/27/24 and it still says follow up. No follow up has been done with myself, the crack is still not sealed or painted, and it will continue to leak into the unit when there is heavy rain. 
  
  Sincerely,
  
  **** ********** **

  Business Response

  Date: 04/02/2025

  I can confirm that the repair was completed yesterday by an approved vendor.
  
  Mr. ********** can you please confirm we are now done with this matter. Thank you,

  Customer Answer

  Date: 04/12/2025

  I can confirm that a repairman did come out to work on the crack. No one from the *** informed that the work was scheduled, or any other particulars about the repair. I don't know if the work has been satisfactorily completed because we have not had a hard rain yet. thanks 

  Dave 

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 22938692
  
  I am rejecting this response because until it rains, I cannot confirm that the leak has actually been fixed. 
  
  Sincerely,
  
  **** ********** **

• Initial Complaint

  Date:09/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been reaching out to *** after paying the Legal fees due to error on their part, all money orders have been cashed and paid and now the account is still blocked, $250 credit was placed on the account, and I have yet to gain access to the account. No one answers the phones ******* *** phone goes straight to voicemail. I resolved the issue by paying them but I'm not letting this happen again. I want my account unlocked and I want answers/documents when the dues increased, I never get any information about changes until it's time to get a certified letter I paid and now I want access to my account.

  Business Response

  Date: 12/10/2024

  Thank you for your patience, and we apologize for the delay in responding to this complaint.

  The owner's balance began in 2023, following a missed July quarterly payment.  After that, the owner continued to send payments that did not match the required amounts or frequency, leading the Board to refer the account to the **************************'s attorney for collection.  The full payment was made by the owner by the end of August 2024, as confirmed by the ****************, and the owner was credited $250.00 toward future assessments.

  When accounts are released from attorney status, we are unable to update the account on our end until we receive the closing funds,which can take several weeks due to **** delays.  Our office received and processed the attorneys payment on September 25, 2024, shortly after the original complaint was submitted.  At that time, the owners credit of $250.00 was applied, with $150.00 applied to their October 1st assessment and the remaining $100.00 credited toward the January 1, 2025,assessment.

  Based on this information, I consider the matter resolved as of September 25, 2024.

  Business Response

  Date: 12/11/2024

  Date Sent: 12/10/2024 4:36:07 PM
  

  Thank you for your patience, and we apologize for the delay in responding to this complaint.

  The owner's balance began in 2023, following a missed July quarterly payment.  After that, the owner continued to send payments that did not match the required amounts or frequency, leading the Board to refer the account to the **************************'s attorney for collection.  The full payment was made by the owner by the end of August 2024, as confirmed by the attorneys office, and the owner was credited $250.00 toward future assessments.

  When accounts are released from attorney status, we are unable to update the account on our end until we receive the closing funds, which can take several weeks due to **** delays.  Our office received and processed the attorneys payment on September 25, 2024, shortly after the original complaint was submitted.  At that time, the owners credit of $250.00 was applied, with $150.00 applied to their October 1st assessment and the remaining $100.00 credited toward the January 1, 2025, assessment.

  Based on this information, I consider the matter resolved as of September 25, 2024.

• Initial Complaint

  Date:08/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own 2 distinct properties that empire association manages for me. Due to their negligence and poor accounting, they have been sending both of my payments incorrectly to one property only. This has caused my other property to appear in a delinquent status. Although I tried to email and call them several time in the past few months to rectify THEIR mistake I received no reply. Now they have sent me to collections with a lawyer and they cannot intervene, even if they have received all evidence of their wrongdoing. It appears as though there is a kickback scheme with the law office that incentivizes bad accounting so that the homeowner can be sent to collections and payments be made to the lawyer. I am very frustrated at this situation and wish to have it resolved asap as I have wasted too much time and energy on this. This company should be investigated.

  Business Response

  Date: 09/11/2024

  Hello,

   

  The homeowner is correct and this was identified as the payment processing lockbox was mistakenly posting to one of the two properties. The homeowner only brought this to our attention very recently,and it has been resolved now and accounts have been updated this week.

   

  Thank you,

   

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22206155
  
  I am rejecting this response because as of 9/22 my account delinquency status has not changed in the portal. If the business can provide documentation that this is no longer in dispute, I will accept the business response.

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

  Business Response

  Date: 12/10/2024

  Please see the attached for a copy of the response and example of the incorrect checks issued by the Complainant.  ***** ******* owns a property that is subject to the governing documents of two separate entities: ********** Landing Homeowners Association, Inc.(Account #********* and ********** Landing Condominium No. 4 Association, Inc.(Account #*********.  Payments are made separately to these two entities.

  While the owner has received credit for all payments made,several payments intended for ********** Landing Condominium No. 4 Association,Inc. (Thatchers 4) were mistakenly submitted to ********** Landing Homeowners Association****** (Thatchers HOA).  The owner notified us of this issue, but by that time, Thatchers 4s Board of Directors had already made the decision to refer the account to an attorney for collection.  As requested by the owner and their attorney, we transferred the credit from ********** *** to Thatchers 4.

  Many of the owners payments were incorrectly made payable to Thatchers HOA with the wrong account number.  As a result, there remains an outstanding balance on the account due to this error.

  Thank you for your understanding.

  Business Response

  Date: 12/11/2024

  Date Sent: 12/10/2024 4:04:11 PM
  

  Please see the attached for a copy of the response and example of the incorrect checks issued by the Complainant.  ***** ******* owns a property that is subject to the governing documents of two separate entities: ********** Landing Homeowners Association, **** (Account #********* and ********** Landing Condominium No. 4 Association****** (Account #*********.  Payments are made separately to these two entities.

  While the owner has received credit for all payments made, several payments intended for ********** Landing Condominium No. 4 Association****** (Thatchers 4) were mistakenly submitted to ********** Landing Homeowners Association****** (Thatchers HOA).  The owner notified us of this issue, but by that time, Thatchers 4s Board of Directors had already made the decision to refer the account to an attorney for collection.  As requested by the owner and their attorney, we transferred the credit from ********** *** to Thatchers 4.

  Many of the owners payments were incorrectly made payable to Thatchers HOA with the wrong account number.  As a result, there remains an outstanding balance on the account due to this error.

  Thank you for your understanding.

• Initial Complaint

  Date:08/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  empire is a management group managing or HOA I have three lots in the particular subdivision which we pay quarterly $200 for each lot.I set up automatic payments with their new vendor click pay which has been problematic. Empire says its click pays problem and click pay says it is empire's problem either way it is become my problem.the HOA says I am delinquent on one of my lots fees even though click pay says I have paid and it is on my credit card statement that I ******** I am incurring penalties and being threatened with litigation

  Customer Answer

  Date: 08/28/2024

  not sure if I am doing this correctly.

  attached I think is empire's statement saying I didn't pay

  attached is click pay's receipt ( empires collection vendor) thanking me for payment

  attached is my credit card statement showing payment

  Business Response

  Date: 12/10/2024

  Please see the attached. 

  *********** and ****** **** currently own 3 lots in **************** Homeowners Association.

  Account #       Property Address
  LAV23620      ******************************************************
  LAV23673      ******************************************************
  LAV34038      ******************************************************

  Based on the information provided in the complaint, it appears the Owner intended to make a payment
  to account number ******** (Lot *** but mistakenly selected account number ******** (Lot ***.
  Payments are initiated by the Owner through the third-party system (ClickPay), which then forwards the
  payment to the Owner's ledger. Due to the account discrepancy, the payment was applied to Lot 13
  instead of Lot 14.
  

  The Owner received credit for the account they selected, though it was not the intended account. To
  resolve this, we have transferred the payment from LAV23620 to LAV23673 and removed the delinquent
  fees as a one-time courtesy. Please refer to the attached ledger for both accounts.
  Thank you.

  Business Response

  Date: 12/10/2024

  Date Sent: 12/10/2024 3:03:09 PM
  

  Please see the attached. 

  *********** and ****** **** currently own 3 lots in **************** Homeowners Association.

  Account #       Property Address
  LAV23620      ******************************************************
  LAV23673      ******************************************************
  LAV34038      ******************************************************

  Based on the information provided in the complaint, it appears the Owner intended to make a payment
  to account number ******** (Lot *** but mistakenly selected account number ******** (Lot ***.
  Payments are initiated by the Owner through the third-party system (ClickPay), which then forwards the
  payment to the Owner's ledger. Due to the account discrepancy, the payment was applied to Lot 13
  instead of Lot 14.
  

  The Owner received credit for the account they selected, though it was not the intended account. To
  resolve this, we have transferred the payment from LAV23620 to LAV23673 and removed the delinquent
  fees as a one-time courtesy. Please refer to the attached ledger for both accounts.
  Thank you.

• Initial Complaint

  Date:07/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Having a problem resolving an account issue after receiving a letter stating my account was past due. When I reached out on April 12th 2024 as they should of received the payment by March 28th I was informed that the payment had not been received at which point I reached out to the bank to place a stop payment and issue a new check. Because its online bill pay it would take a least a week for them to receive. In the meantime on April 16, 2024 they deposited the first check they claimed never to of received creating a return check charge of $35.00 along with interest and late assessment fees for a total to date $85.88. At the Board meeting on June 26, 2024 the Board said they would waive the late fees but not the Bank charge of $35.00 which Empire needs to take care of. I and the Bank have provided proof and yet the problem goes unresolved and no one at Empire is addressing the problem. The Cam for *********** HOA *********************** advised that she would get back to me by the end of day on June 28th 2024, never heard from her again. Her supervisor *********************** after telling me on 6/4/2024 that she was making an executive decision and fixing the error, never did and isnt responding to calls or emails. The ******************************************** stated he doesnt get involved with matters his staff is handling. Empire Management Group ***************************************************

  Business Response

  Date: 08/06/2024

  This matter was already resolved and fees removed.

   

  Thank you,

• Initial Complaint

  Date:06/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business is representing my HOA Association. the rule for payment is , any payment after 15th. will be late. I paid for my quarter fees on 01/13/2024, but because they use a third party (quick pay) which posted my payment after the 15th., they charged me late fee when I paid on time. i appealed the decision on April 1st. 2024, they reply after two months. They denied my appeal while keep charging me late fees with interest for these two month. I want the late fee to be waived and AN APOLOGY FROM ***** FOR HER RUDE AND POOR CUSTOMER SERVICE.

  Business Response

  Date: 08/05/2024

  This was already handled with the homeowner at board meeting and fees have been waived in teh past.

  We do not control Clickpay, which notifies the payer that there is 3-7 days delay in funds hitting account as it depends on how long her bank takes to make and complate payment.

   

  The community and board have agreed to change payment providers and EMG is currently in process of making that change for homeowners due to Ms. ****** complaints.

  Customer Answer

  Date: 08/07/2024

  Apperently this business cannot get it right , because of the payment portal issue, I sent my payments via registered mail on the 12th,  my due date ID the 15th,  but it took too long to process my check, they got it on the 17th,  again they charged me  another late fee, this is contemplated in 26 CFR section 301.7502-1, this company is deviating from the law.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 21907374
  
  I am rejecting this response because:   Date Sent: 8/7/2024 12:22:14 PM
  Apperently this business cannot get it right , because of the payment portal issue, I sent my payments via registered mail on the 12th,  my due date ID the 15th,  but it took too long to process my check, they got it on the 17th,  again they charged me  another late fee, this is contemplated in 26 CFR section 301.7502-1, this company is deviating from the law.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/07/2024

  **************,

  You are correct, if you sent the check on the 12th, and we didn't receive it until the 17th, that is not on us. The **** is currently having delivery times in the 5-10 day range in our experience. The payment was received AFTER the due date of the 15th. Any fees posted are correct, the whole community is already in process of moving to a new payment provider to accommodate you as well and hopefully resolve your delayed payments. I will make a formal request with the board to waive your fees one last time this year.

  Thank you,

• Initial Complaint

  Date:04/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Issue involves HOA communication and deceit.

  Business Response

  Date: 05/15/2024

  Unfortunately, we cannot respond as the matter is being handled the Association's attorney.

  Unfortunately, her manager *************************** had a car accident and required surgery and multiple weeks of recovery, this person did not contact anyone else in the office to discuss, either way as her matter is at the attorney our customer service staff would not be authorized to discuss such matters with the homeowners due to current open legal action. We do not send people to the attorney, the board made the decision in line with the community documents. There are board meetings that she could've attended as well to discuss this matter with the board if she wished to resolve it amicably as well.

  We do not set the rules in the community on when violations are due, the community has rules and documents that request certain maintenance requirements that homeowners agree to abide by when they purchase the property. Our letters are simply to inform them of when things are out of compliance so they can plan to get them done. We do not get "paid tons of money" as she mentions to generate or send letters. There really isnt anything in it for us as its a direct expensed cost to the community.

  Your notice for the unleashed dog was a courtesy notice that was notified and it was closed. This is not an open item.

  The attorneys arent reaching out to you for a violation for paint, its nowhere on your account. They were looking for get paid for non payment of assessments, which you have also paid off.

  The complaints that she mentions in here do not even confort with current open violations for landscaping and trash accumulated on the side of the house.

  All of these violations, letters and photographs have always been available on the homeowner portal.

   

  If you have an issue with service that is actually in process please reach out to us at ********************************* we track all communications and calls.