ComplaintsforAccess Residential Management, LLC

• Initial Complaint

  08/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It has been over 60+ days and no one from Access Difference is returning my 10 + calls or 10+emails on an urgent matter which under law allows me to sue the *** for breach of its fiduciary duties because the *** must exercise ordinary care in a reasonable and good faith manner in the performance of its duties. The **** through the regulatory council of community association managers regulates community association managers. I am just trying to pay my *** fees and have the late/interest fees waived as you have done for other residents because of an auto pay change to your system that you made that I was not notified on. Pretty reasonable request if you ask me and I have been trying to speak with someone from your company for over a month via calls and emails and have all of the records to prove. Thanks in advance, ********************************** On Thursday, June 20, 2024 at 09:56:58 AM MDT, ********************************** ********************* wrote:Hello Access Management,I have sent multiple emails and left multiple voicemails the past 3 weeks for ****** and Access Management to resolve the late and interest fees that were erroneously placed on my account. The fees are the direct result of a change the *** made to my automatic payments that were not disclosed and no notification was made. I have been working to bring my accounts current the entire month of June and proactively reached out and submitted requests for guidance and support to correct this issue and Access Management nor the *** has made any effort to communication a resolution to the issue. The assignment of late and interest fees is illegal and is a fraudulent act that I will escalate to legal representation and Florida District Attorney for breach of fiduciary duty if not corrected in 10 days.Properties in need of removal of late/interest fees falsely assessed:634 St ***** Ct **************************************************

  

  Business response

  09/03/2024

  All late fees have been waived for the homeowner. All accounts currently reflect a $0 balance at this time. 

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This management company was hired by our *** at ************* in ****************** we put in a $1.000.00 deposit with the ARC committee for a pool project we were doing in January of 2023 in Early April 2024 we were cleared by our ARC committee with everything being completed unbeknown to us a neighbor had several complaints about their lawn that proved to be unfounded we were sent a partial check of $294.74 on May 2 2024 we asked about the balance we were notified that was because of the neighbors complaining a invoice of $705.26 was withheld but that proved to be unfounded so the *** president issued the remaining balance which is the $705.26 to us on May 29 2024 by June 10 2024 we hadnt received any check so we checked with the office manager at ************* to see if she knew when it would be coming she said because the Vacanta computer program they have for accounting department that made an error because the computer program said it sent a $1,000.00 check to us instead of the $294.74 that it actually had sent us it had been 10 working days and there was no communication to us that this was a problem until we asked on Monday June 10 2024 that we sent an email questioning where the check may be on June 11 2024 we had a meeting with the property manager she said there were 10 to 15 people working on this it was an error made by a computer program and no one can figure this out and another excuse was this has never happed to us before we made several several phone calls to the accounting department left multiple messages and also to the supposed manager of the accounting ***** also twice we left a message with the operator that was going to email the department Which was supposed to accelerate the phone call back still nothing tomorrow is Friday the offices close at 1pm for summer hours we need an answer we should not have to wait yet another week till they figure this out this is unacceptable we are being withheld our money due to us frustrating

  

  Business response

  07/18/2024

  We've communicated with the homeowner and have confirmed he has received his entire $1,000 refund and this matter should be closed.  We've attached the notes from our accounting team to support the refund has been issued to the owner's satisfaction.  

  Customer response

  07/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Access Residential Managements Property Manager ************** has been denying our *** Community Emergency Response Team (CERT) of every activity we do without authorization from our *** ****************** and in violation of Florida Statute 720.304(1) and bylaw 3.20. Timeline: 1. January 2023-The locks to CERT's storage closets were changed by the **************, who then refused to exchange the old key for the new master key that held CERT's training materials, and lifesaving equipment 2. March 7, 2023-I requested an updated Resident Roster that new residents complete with their emergency contact info for use by CERT after a disaster. I was denied. by our PM to update the roster. 3. March 8, 2023- In violation of Bylaw 3.20, I noticed that CERT's operating budget of $1000 (that was approved by our *** Board) was removed from the February ***************** Report without prior written *** board authorization. .4. April 11, 2023-I emailed ************** requesting to reserve the social hall for CERT's Annual Hurricane Preparedness Presentation for the community and was denied use. Violation of Fl Statute 720.304(1).5. May 1, 2023-Access removes CERT's Disaster Preparedness and Response Plan for ************* homeowners from our community website without Boards authorization. Reply from Board President stating in part "The *** hasn't instructed Access regarding CERT to stop anything,"6. May 18, 2023-Received an email from PM ************** requesting CERT remove all equipment stored in the amenity center.7. March 21, 2024-Cancelled CERT from teaching CPR/FA to residents under the guise of the instructor not insured.

  

  Business response

  05/07/2024

  The Safety Expense that you are referring to was in the 2023 budget and was removed in the 2024 budget.  The attached approved and signed 2024 budget is attached.  As a member of the community you are able to visit the amenity center and are not being prohibited from doing so.  Unfortunately the funds you reference were removed from the budget at the decision of the board of directors.  We will consider this complaint closed.

  Customer response

  05/07/2024

   
  Complaint: 21493961
  
  I am rejecting this response because:

  This is not resolved. Attached are the 2022 and 2023 approved budgets where I highlighted CERTs budget line.  Also attached are the monthly Finance reports that reflect CERT Expense being reallocated to Safety in violation of Bylaw 3.20 that reads:
  3.20          Management.
  
  The ***** of ********* may employ a professional managing agent or agents, at such compensation as the ***** of ********* may establish, to perform such duties and services as the ***** shall authorize and as are otherwise within the scope of the ***** of ********* authority. The ***** of ********* may delegate such powers as are necessary to perform the manager's duties but shall not delegate policy-making authority or the obligation to adopt a budget. The ***** of ********* may contract with or employ Declarant or any of its Affiliates as managing agent or manager.
  
  The ***** of ********* may delegate to one or more of its members the authority to act on the *****'s behalf on all matters relating to the duties of the managing agent or manager, if any, which might arise between ***** of ********* meetings.
  After termination of the Class BControl Period, the *** shall not be bound, either directly or indirectly, by any management contract executed during the *************** Period unless such contract contains a right of termination, which the *** may exercise with or without cause and without penalty at any time after termination of the *************** Period upon not more than 90 days written notice.  After the ***************Period terminates, the *** may not terminate any management contract, or retain a new managing agent, without the approval of a majority of the ***** of *********.
  
  The Class AMembers shall have no right to terminate a management contract during the *************** Period. Unless the ***** of ********* otherwise grants such right, or unless the management contract otherwise provides, the ***** of ********* may act in its discretion with respect to executing and terminating management contracts during the *************** Period. Any management contract may, among other things, authorize the Management Company to act as the ***'s agent with respect to the expenditure of *** funds within the scope of the approved *** budget; however, the managing agent shall not be permitted to spend money in excess of the budget or reallocate greater than 10% of any budget line item without the ***** of ********* prior written approval.
  THERE WAS NO PRIOR WRITTEN APPROVAL FROM THE *****.  THE ***** DID NOT APPROVE REALLOCATING THE BUDGET TO SAFETY.  Access Management did so at the request of possibly 1 board member, but there was never board approval to reallocate 100% of CERTs budget. I asked at multiple finance meetings and ***** meetings and got no response.  When I asked 3 of the 5 board members did they agree to reallocating the budget they said no and to ask ******************* the board president about it.  *******************, *********************** and *************************** said they knew nothing of reallocating CERTs budget.  There was no prior written approval from the board.  Access Management reallocated the money by renaming the budget line to Safety.  And yes in 2024 the budget line for Safety disappeared along with the $1000 budget.
  As far as visiting the ************** I personally have never been denied.  When it comes to our Community Emergency Response Team (CERT) holding meetings, our annual Hurricane Preparedness Presentation, CPR/FA classes, and such we are always denied use on the ************** in violation of Florida Statute 720.304(1).  CERT has been a team of volunteers (retired police, fire, paramedics, EMTs, doctors and nurses for 13 years.  The ***** has not directed Access to deny us of all we do for the community. One board member ******************* has acted outside his authority in claiming the board as a whole has directed Access which they have not.  There has never been a board resolution to deny CERT anything.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our property manager with Access Management, **************, does not respond appropriately to questions from our HOA residents or does not respond at all. She is rude, and evasive, and does not follow up on important issues such as landscaping, annual election mistakes she has made, violation letters that she hands out like Halloween candy, and much more. She refuses to announce meetings for our Community Emergency Response Team (CERT). She lies about the need for CERT to remove their life-saving equipment from storage at our resident-paid-for amenity center, stating that she needs that space when it is obvious that she doesn't. All in all, she does not care about the residents and regularly provides excuses for not doing what we pay for. When contacting Access Management to discuss no one returns our calls.

  

  Business response

  03/20/2024

  Dear *******************,
  
  Thank you for reaching out and sharing your concerns with us through the BBB platform. We want to extend our sincerest apologies for any frustration and inconvenience you have encountered. Your feedback is crucial in helping us maintain and improve the standards of service we aspire to at Access Management.
  
  We recognize the importance of addressing the issues youve outlined, such as responsiveness to HOA residents, management of landscaping and community events, and overall communication. Please be assured, that we are actively working to verify all aspects of your concerns to ensure a comprehensive approach to resolution in this matter.
  
  We have escalated this matter to our Senior Regional Director of Operations, *************************, who will be in direct contact with you to discuss a path forward. Our goal is to not only address your current concerns but also to prevent similar issues from occurring in the future. Access Management is dedicated to the well-being and satisfaction of our communities, and we are committed to taking the necessary steps to improve our service.
  
  To reiterate our position, we are fully engaged in resolving this matter promptly and efficiently. We value your patience and understanding as we work towards a resolution that meets your expectations.
  
  Should you have any further questions or wish to discuss this matter before our Sr. *** reaches out, please do not hesitate to contact me directly at ***********************************************.
  
  Thank you again for your feedback, and we look forward to resolving this matter to your satisfaction.
  
  Warm regards,
  
  *********************************
  Director of Marketing
  Access Management

  Customer response

  03/21/2024

   
  Complaint: 21352787
  
  I am rejecting this response because: Access Management does NOTHING regarding complaints, does not return calls and does not care about the residents that they represent.  I want ************************* to come here to observe the ridiculous violation letters being sent out from the Isles of ******* Preserves when that is NOT even our community. ************** is driving around the community looking for a revenue source by sending out violation letters for issues that clearly contradict the ARC guidelines. The election process is flawed. CERT Team is not allowed to have even a single CPR class at the amenity center without a ridiculous requirement of insurance.  The class works on a dummy, not a human, therefore there is no liability.   They don't follow their own guidelines and are acting like a dictatorship.  ************ has divided our once peaceful community and we want you to act like a vendor that WE pay for.  Shape up or ship out.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The HOA is currently issuing miss-representing newsletters about a “emergency situation” that never occurred. I emailed my grievance about this to the community association manager but she threatened me with harassment. I was finally able to reach an operations Director with the HOA but no resolution as new re-issuing of the newsletter without the false statements has not been done. I have documents proving the “emergency situation” never occurred. I know now the community association manager is not doing her fiduciary duties and using false statements to enforce parking restrictions. I know issuing false information to the community is an ethical and somewhat negligent..

  

  Business response

  09/18/2023

  To Whom It May Concern:

  
  Thank you for providing Access Management with the opportunity to respond to the concern expressed by Mr. **** related to Sagebrook HOA.
  After communicating with the BoardPresident, Community Association Manager, and Mr. ****,we believe this matter to be a misunderstanding relatedto the Sagebrook HOA Governing Documents. Mr. **** stated when we spokethat he was satis?ed with the Management follow-up response; however,he contacted the Better BusinessBureau.

  
  The Sagebrook GoverningDocuments, that all homeowners sign that they will abide by, in Section 8 prohibit streetparking and state in part that ownersshall park their vehicles in the garage or on the driveway.Following an incidentwithin the communityrequiring First Responders, a Safety Bulletinwas sent electronically to alert the entire community regarding the concern for emergency vehiclesaccessibility on the community streets when vehicles are parked in violationof the Covenants Conditions and Restrictions along the streetespecially if this occurs in adjacent areas.
  The homeowner who brought the emergency situation to the HOA’s attention requested not to be named.

  
  Violation letters had recently been issued relatedto the problematic parking.Some homeowners expressedtheir disagreement with the rule strongly and frequently to the HOA o?ce. Additional communications were providedout of an abundance of caution when the concern was realized. Some communications included excerpts of municipality parkingcode to show similar guidelines exist outside the community. The eblasts were also met with some resistance from homeowners/parking violators.

  
  The Board of Directors discussed this situation at a recent Board Meeting with numerous homeowners in attendance and instructed management that no additional eblasts or any retraction of previous communication was warranted.

  
  Out of respect for your time the response is brief, but please contact me if I can be of additional assistance. My cell number is *************

  
  Respectfully, Alessandra F. G******
  Access Management Regional Director of Operation Tampa/Ocala/Gainesville

  Customer response

  09/28/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I can show for a fact that the community association manager did not do her trust a fiduciary duties. They in fact use an emergency response that never happened.all I asked, was for the emergency response situation to be taken out of the newsletter.

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

• Initial Complaint

  07/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We never got a notice for a bill for our HOA as this is a brand new neighborhood. Ended up getting a late notice as a “2nd attempt” of reaching us. We were never notified of the 1st attempt! My husband emailed this company who is in charge of our HOA saying we did not have the $600 up front and we were under the impression when we bought our home we had a choice to pay monthly/annually/ or quarterly. We got a response saying that we could pay $100 for 6 months. We agreed to these terms! I have the email to solidify that agreement! As of 2 days ago they deactivated our account without our knowledge! We have been paying them consistently since that agreement took place 2 months ago and owe $426.63. We have been calling them, and emailing them to ask why our account has all of a sudden been deactivated and no one responds back. We’ve sent 2 emails! Nothing! And when I call during their open hours they have a recording saying they are closed, but call back during open hours of 9-5pm. These people refuse to acknowledge us! Today, July 29. We get a paper of them threatening to put a lien on the home. Again..no communication with these people about ANYTHING! Other than we had an agreement that we kept up on our end to pay $100 for 6 months towards the HOA. This group is a scam! And are taking advantage of something we agreed upon in writing so they can make extra money! This is slimy! Disgusting! And unprofessional and they need to be shut down!

  

  Business response

  08/14/2023

  On June 5th one of the Tampa managers copied in the accounting department as the owner’s had requested a monthly payment plan. We responded the next day as it was after hours, and we explained to them the option of our payment plans (3 month or 6 month). A couple of days go by, and they respond saying they’re interested in the 6-month payment plan and they can apply $100 towards it at that moment. The next day Tatiana drafted the payment plan and sent the payment plan over to the same email address that they had been emailing us from. We never received a response to the payment (which happens every now and then) therefore we were left to believe they received it and just weren’t interested anymore or were ignoring it.
  
  Fast forward to the end of July, the board approved for their account to be sent to collections therefore it was sent to collections. They reached out over the weekend of 7/29 because they received a letter from the attorney regarding their debt and therefore, they sent us an email stating that they were under a payment plan. We explained that when they requested a payment plan that we had drafted a plan for them, and they needed to have signed it for it to have been valid. At first, they said that they never received any email which is why they never responded but Tatiana did not get a kickback saying the email was undeliverable or anything like that especially considering it was the same email that we had been communicating with. Now the wife is saying that they did receive the email but there wasn’t an attachment on the email therefore they didn’t realize there was anything for them to sign. If that were the case, in the email we state that the agreement needs to be signed and returned back to us by a certain date so if the email was received but with no attachment, they should have at least responded back saying that there’s no attachment and if we could resend.
  
  After all this, I reached out to the attorney as well and the attorney agreed stating that at the very least if they never received the email, they should have followed up with us asking if everything was good and up to date with their account as they had requested a payment plan. 

  

  Business response

  08/22/2023

  We provided the payment plan to the email address you've used to communicate with us.  That email was not returned and unfortunately we did not receive your executed payment plan back timely which resulted in additional collection efforts occurring.  Our team has followed standard policies and we consider this matter closed.  

  Customer response

  08/22/2023

  
  Complaint* ********
  
  I am rejecting this response because:

  I’m glad you think it’s closed! Doesn’t erase the fact you took $100 for June and $100 for July! Those are facts and my bank account doesn’t lie! You collected 2 successful payments from us and didn’t follow up to see if we had even seen the documents! 

  Good to know your business doesn’t follow any ethical protocol! That’s a red flag for a scammy business! Why wouldn’t you want to follow up with homeowners? It’s almost as if you’re wanting us and other homeowners here at South Haven to be in collections. A year old neighborhood and people are in collections already, that’s bad management on YOUR behalf! Maybe actually get information out correctly and efficiently to homeowners with correct information, not information that homeowners don’t know if it’s monthly or yearly. So which is it?! Monthly HOA or Yearly? Because I’ve heard both from homeowners here and your little packet says monthly, quarterly, or yearly. So again which is it? 
  You want to point fingers at us for not signing a document that was not in our email, I’m pointing the finger at you as to why homeowners are getting different information about your dues and when they are actually due? 
  
  

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

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ceiling leak from rain water in 2nd floor unit of three story building (with no attic space between units). Access Management manager tells me the association is not responsible and to “work it out” with my neighbor in the unit above me. Access Management manager further stated her involvement “is a courtesy” (I thought she was hired to work with residence to solve problems). Water intrusion is a very serious issue and I’m left with no support from Access Management. I’ve received no response to my last two emails. During the most recent board meeting I waited until meeting agenda issues were addressed and then asked to speak with the board. Shortly into my request for help the Access Management manager interrupted me and stated that my issue was not on the agenda, was not to be discussed, and then called the meeting to an end. The Access Management manager has indicated it is not my responsibility to repair. However I'm being instructed that it my responsibility to coordinate with the owner of the unit above me to have repairs performed. I have received many opinions from various professionals on this matter and all have agreed it is not responsibility to repair, coordinate repairs and/or to impose responsibility on another owner. The Management company is hired by the association to manage issues exactly as the one I am facing. My desired outcome is the leak is repaired as soon a possible with a temporary correction until proper repairs are able to be made. Additionally due to the many months this issue has been ongoing, it may require moisture and mold test to address water which may have entered behind the drywall. I also, requests that other managers of Access Management review this issue as it seems the instructions I have received have been from only one manager who may be making improper decisions. I also have emails documenting my reporting of this leak after Hurricane Ian and emails indicating association would be making repairs. Many Thanks

  

  Business response

  05/31/2023

  Thank you for reaching out regarding a concern with a member of our team.  I've spoken with the assigned manager and believe she has reached out to you and the neighbor to reach an ammicable solution.  As mentioned, the association is not directly responsible for the damage/repair caused by the upstairs neighbor, but we will assist in helping you get the resolution needed.  

  If you have any other questions, feel free to email me directly at *****************************  

  Customer response

  06/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  01/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company manages the hoa for triumph south in wildwood Florida. We have all submitted the ludicrous request and have been hit with roadblocks by a company who refuses to respond yet asks the community to jump through hoops for them. We have been in our homes well over 6 months and are hit with violations for having lights on our garages however the street lights in the community do not work. The hoops they are asking us to jump through for requests such as a fence, or extended slab in our backyard are costing us money and delays in the process as they take weeks to respond. Prices of materials and labor costs are changing frequently due to the current climate of the country yet they take their time with a response or offer none whatsoever. It is unacceptable for a company who offers nothing in the form of amenities in a community, or any true up keep of the community can have such a lack of response for the people who are actually paying for these homes. Their practices are borderline unethical and need to be corrected immediately.

  

  Business response

  03/22/2022

  Business Response /* (1000, 19, 2022/02/21) */ We understand that the ARC process may seem lengthy but it is designed to prevent owners from performing improvements that may ultimately have a negative affect on the aethestic appearance of the community and one that may not be consistent with the architectural style of the community. Unfortunately we do not establish what the process is, we simply follow the process and require the documents needed to obtain ARC approval from the board or committee.

*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. ↩