Complaints

This profile includes complaints for Heritage Property Management Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Heritage Property Management Services, LLC

  500 Sugar Mill Rd STE 200B Atlanta, GA 30350-2887

  
• 

  Heritage Property Management Services, LLC

  PO Box 580104 Charlotte, NC 28258-0104

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:02/05/2025

  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 have contacted Heritage Property Management 4 times in the last week about returning my payment of $200 for my monthly HOA fees after they were removed as the property management group on or about January 20, 2025. I paid my fees on January 6, 2025 prior to being notified that the ********* would be changing to another property management company. I have spoken to 3 different agents on three different occasions in the Heritage office. Their names are as follows: ***, ****, and ******. Each agent promised that this matter would be cleared up, and ****** even promised that a $200 check would be remitted the next day to return my overpayment as they were no longer the managing company. I spoke to ****** on February 4, 2025. I have just spoken to ***** today, February 5. ***** did not resolve the issue either. She simply read to me a copy of the email that I received from *******. I informed her that the email did not resolve the issue, and I am simply requesting a return of the $200 if it can't be transferred to the next company. I also sent an email to ******* ******* with the ********************** I will be attaching a copy of the email if possible on this site. Instead of the email addressing my request, ******* just stated that don't have the ability to credit my transitioned account. She still did not address the ability to simply return the credited amount to me in the form of a check. I simply want my money returned to me. I will be paying Beacon Management (new management company)so that the late fees won't be assessed. My check was sent to Heritage Property Management, and I believe that Heritage Property Management should be the company returning my payment. *** has stated that they can't extend a credit to the new management company. The only alternative is to remit a check to me to clear the balance. Your attention to this matter is appreciated.

  

  Business Response

  Date: 02/06/2025

  Thank you for reaching out to Heritage Property Management and the BBB and allowing us the opportunity to look into your concerns. It looks like your community ended service with us effective 1/31/25, the same date as the initial phone call regarding the credit on the account. A ************************* team member stated at that time that since our service ended on that date, and the new management companys service was due to begin effective 2/1/25, the records would take time to be updated accordingly. The *** representative confirmed that the credit on the account was reflected in the ledger as turned over to the new management company. In subsequent calls on 2/4/25 and 2/5/25, Heritage team members continued to reiterate that the account, with the included credit balance, had been turned over to a new management company.Emails dated 2/5/25 and 2/6/25 also reiterated this information, and clarified that association dues are paid into association accounts, not to the ********************** company. As the credit in question is in the association accounts, which are now overseen by a new management company, Heritage has no ability to offer refunds or account adjustments; this is why Heritage team members suggested contacting the new, current management company. On 2/6/25, a Heritage team member again provided the most current account ledger as reflective of what was provided to the new management company, and stated that any credit or refund must be issued by the new management company. Later in the morning of 2/6/25, our team members received the following confirmation back from this account in reply to the latest email, stating in part, This email provides further relevant information to me as to how to resolve this issue. I will continue my resolution process with [the current management company].
  
  We appreciate your concern regarding your account. Please let us know if there is anything else within our purview with which we can provide information or assistance.

• Initial Complaint

  Date:11/14/2024

  Type:Order 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 posted an opinion about my hoa board members on my personal social media to which heritage had their attorney send me a letter to cease and desist my activity on my own social media account. After they proceeded to add to my hoa account their attorney fees for that letter of $442.50. They have no right to tell me what I can post and not post on my social media and I didn't name anyone in the post. I would like for them to remove that fee from my account and to stop threatening me with fines and penalties for expressing my opinions on my own social media.

  

  Business Response

  Date: 11/18/2024

  Thank you for reaching out to Heritage Property Management and the BBB and allowing us the opportunity to review your concerns. It looks like this item was a decision made by the Board of your community to engage the associations attorney Heritage has no control over such a decision. Heritage team members are intermediaries, and our responsibilities include facilitating effective and speedy communication between a communitys elected Board of Directors and residents. Our records indicate that the manager for your community has forwarded all communications received from this account to the Board, often the same day. Just like Heritage is under contract with your community, any attorney is a third-party with its own separate contract with the community. Heritage does not control who the Board chooses as the attorney for the community, and also does not control when the Board chooses to engage this third-party.
  
  As Heritage is a community management company and not an attorney, we cannot comment on the contents of the Cease & Desist document.Your community conducts regular inspections, and the manager for your community was able to confirm with the inspector and Board for your community that, after the Cease & Desist was delivered, outstanding violations on this account were addressed and resolved. Legal charges billed to the account would have been billed per the allowances in the governing documents of your community following a request for payment from the relevant attorney. We encourage you to review the governing documents of your community, which are available online at any time. Our records do indicate, per the ledger, that this account has previously paid legal charges assessed to the account.
  
  The manager for your community has continued to respond to inquiries on this item even though Heritage team members cannot resolve the concern. Emails from the community manager were sent as recently as 11/14/24 and 11/15/24 and advised relevant parties to contact the attorneys office directly. Ultimately the attorney is a third-party business and Heritage has no control over the billing practices of other businesses. You may request a Fee Waiver in the online homeowner portal asking for the Board to review and remove the attorneys fees, but please keep in mind the Board has sole discretion to approve or deny any waiver requests. You may also contact the attorneys office to speak with them directly regarding the billing applied to your account.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22558839
  
  I am rejecting this response because: they failed to provide a valid explanation of the charges that pertain to hoa regulations. 
  
  Sincerely,
  
  Ionut Chichinete

  

  Business Response

  Date: 11/21/2024

  We appreciate the opportunity to clarify the billing process for your community. In the governing documents of your community, which are available to review online at any time, the procedure is outlined for homeowner accounts to be billed back for vendor services, including legal fees. Your associations attorney is ultimately one such vendor. Additionally, the Cease & Desist document, sent by your associations attorney following directive from your associations Board of Directors, included the information that the cost of the vendors work would be billed to the homeowner account. In our previous response, we noted that Heritage is not the attorney and cannot control the billing practices of third-party businesses. The ledger for this account was updated accordingly with the billing charges following the vendor (the attorney) providing an invoice to the Association. The Board of the association then would have subsequently asked the accounting department to please update the account ledger accordingly. This is Heritages only role in the process. Heritage team members cannot amend homeowner ledgers without specific instruction from the Board.
  
  If you feel the charges should be removed, you can, as per our previous response, submit a Fee Waiver Request for the Board of Directors to review. You may also contact the vendor (attorney) directly to discuss the billing. Heritage team members can only adjust the ledger, either to add or remove any charges, per the specific instruction of the Board of Directors of your community. We encourage you to submit a waiver request or contact the attorney for your association as Heritage team members have no further information or assistance to offer at this time.

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22558839
  
  I am rejecting this response because: since you are the one that adds charges to homeowners accounts at the request of the hoa,  you should also be able to remove these charges as well when they are not in concern to  any hoa business as to this particular instance. I know that heritage and the law firm that represents our hoa are owned by members of the same family and that these extortion practices have been going on with other properties managed by you. 
  
  Sincerely,
  
  Ionut Chichinete

• Initial Complaint

  Date:09/05/2024

  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 contacted the *** management at my property to repair the exterior damages on June 25, 2024. The damages include the peeling of the paint on the side of the arch entry, the peeling of the roof on the arch entry, and the peeling of the wall on the exterior of the garage. I have called and left voicemails and there has been only one response. The response was sent by *********************** On behalf of ****************************************** on 7/24/2024 (one month later), stating that they had received my message and that the Board was still reviewing the request and they would advise as soon as a decision is made. The deterioration of my propertys exterior not only impacts its aesthetic value but also poses potential risks to its structural integrity and overall safety. My last email to them was on 8/29/2024 and have not received any response.

  

  Business Response

  Date: 09/10/2024

  Thank you for reaching out and giving us the opportunity to look into your concerns. Heritage Property Management operates as the right-hand of the elected Boards of Directors of community associations we are not the association itself, and Heritage does not make decisions regarding items such as work orders. We can confirm that our team submitted a work order as requested on 6/25/24, which was escalated to the Board of your community the same day. As has been communicated, this item is still with the Board of your community; we are able to confirm that the Board is following the governing documents of your community in their review and in any potential next steps.Please keep in mind that Heritage team members communicate updates to homeowners directly from the Board once they are available.
  It's also important to remember that in a condominium community such as your own, many considerations go into a work order review.The Board needs to determine responsibility for the work (unit owner or association), and, if the item is determined to be under the associations responsibility, additional considerations must be given to a projects potential cost, scope, and timing. The Board would also be required per the governing documents to seek out quotes from potential vendors and evaluate the proposals for the best fit for the community. We understand your diligence and concern regarding the property, and we also appreciate your patience as all of these considerations take time. If you would like to learn more about the timeline and process for work orders in your community, please review the governing documents available online at any time in the Documents tab of the homeowner portal. Again, we are able to confirm that the Board of your community has received and continued to address the work order submitted, and an update will be provided once one is available.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22244045
  
  I am rejecting this response because it does not resolve the issue that was brought to their attention over two months ago. It is repeated said, they are reviewing the matter. Although the issues are simple and require very quick fix, the board is surely taking its time to make any decisions. They are quick to seek dues for "maintaining" the community but when it comes to actual repairs, they are NOT the board of directors? Also, if Heritage is not responsible party for our community then who is?! Why don't the board of directors respond to their residents promptly?  At this point if this issue is not resolved soon, I would have no choice but to seek legal actions.  
  
  Sincerely,
  
  ********************* Diba

  

  Business Response

  Date: 09/13/2024

  We feel that there is some confusion regarding Heritages relationship with your community. Elected Boards of community associations govern the community per the governing documents (which can be reviewed online at any time). Boards are comprised of fellow unit owners elected by the community; you can review your communitys information online to see current Board members, or, if their information is not publicly available, you can always request the contact information for your Board members via the online homeowner portal. Heritage is hired by the Board to act in an intermediary role to facilitate communications between Board members and homeowners.Communications are sent by Heritage on behalf of the Board. Assessments are paid to the association, not to Heritage. Work orders, vendor contracts, and community projects, are handled by the Board, not Heritage.
  Our records indicate this work order relates specifically to peeling paint on two outdoor exteriors. Our records also indicate that the Board is actively addressing this work order per the requirements of the governing documents of your community. We have spoken with the community manager to confirm this. All relevant procedures are being followed. Its important to remember that in shared space communities, Associations must consider scope, cost, and scheduling for projects, and major community work is typically scheduled to address multiple items at once rather than specific,individual units unless an emergent concern has occurred. The Board must take into account the community as a whole; an update will be communicated once the Board has reached a point in the process where confirmations can be provided.We have no additional information to provide at this time.

• Initial Complaint

  Date:08/20/2024

  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.

  Heritage property management employed Conservice to put a faulty water meter in my residence and and is refusing to refund me on excess charges. It was reported by American leak detection there is no leak from my residence and it indeed was a faulty meter.

  

  Business Response

  Date: 08/27/2024

  Thank you for reaching out and giving us the opportunity to look into your concerns. We completely understand the frustration caused by the unexpected increase in water billing. Its important to keep in mind that your association contracts with a third party, Conservice, to install and monitor water meters in the building, as well as to bill homeowners based on those readings. It looks like, according to our records, we received a call on 7/16/24 informing an *** team member that the water meter in your unit was reading high and rendering a higher than usual water bill. That same day, the *** team member created a work order requesting a replacement of the water meter. The community manager for your association escalated this work order to the service provider, Conservice, the same day. It also looks like the community manager emailed back directly to your account on 7/16/24 confirming that the service provider had been contacted and requesting that if Conservice had not reached out directly by Thursday of that week (7/18/24) to please reach out and let the community manager know. While our records do show other calls and emails from this account during that time, none include any updates about Conservice or the meter. When the community manager for your association reached out on 7/31/24 to ask if the new meter had been installed or if Conservice had reached out, they received a reply the same day stating they had not. The community manager then reached out to Conservice directly to begin trying to schedule an appointment to replace the meter. On 8/5/24, the community manager emailed the account requesting dates over the next few weeks that would be acceptable to schedule Conservice. The manager received a reply stating, in part, for the next couple weeks Ill be [out of the country]. I wont be back until maybe the 21st or 22nd. The following week I have work. As the replacement of the meter would require access to the individual unit, the community manager was not able to schedule Conservice until later in the month per the scheduling restrictions in the 8/5/24 email. Conservice did proceed in obtaining the new meter so that once the visit could be scheduled, the installation could proceed. On 8/20/24, our call logs show several inbound calls from the number listed on the account, although none were connected to a live team member. At 2:50pm on 8/20/24, a member of our leadership team called back to confirm that all work orders on the account, including the water meter replacement, were being addressed and would be scheduled as soon as possible.On 8/21/24, the community manager for your association reached out asking for 3 dates to provide to Conservice. This account responded the same day stating that Friday (8/23/24) would be fine. On 8/22/24, the same member of our leadership team called back to confirm the work being performed at the unit on Friday, 8/23/24, and to discuss any additional concerns. Later the same day, we received an inquiry asking when Conservice would replace the meter. The community manager responded shortly after stating they were waiting on confirmation from Conservice & the submetering coordination team.
  
  Once informed of the meter concern on 7/16/24, Heritage team members worked diligently to coordinate the third party vendor, Conservice, for a site visit to replace the meter according to the schedule provided.Conservice is a separate business with its own scheduling and billing practices. Amounts billed to homeowners by Conservice are paid to the Association itself as reimbursement for the water payment to the city; Heritage has no role in water billing for this community except as an intermediary party to assist in communication. If you have concerns regarding the amount billed by Conservice, especially due to meter status, that concern must be discussed with Conservice directly or with the Board of your community. You can submit a request online in the homeowner portal at any time for the Board of your community to review the circumstances of the account and request refund or waiver of amounts billed to the homeowner account. Please keep in mind that only the elected Board of Directors of a community association may waive or amend any balances on homeowner accounts.
  
  Please continue to be on the lookout for further updates sent to your preferred communication methods from the community manager as they work diligently to schedule Conservice to address the meter repair at the earliest possible convenience for all parties.

  Customer Answer

  Date: 08/28/2024

  The problem is that this is still an ongoing problem that I need to be compensated for. Since I have to go through the **** I need a refund from them since they forced us to use this third party water company to begin with. This has been a problem since installing the meter. They are terrible with communication which is why they only have documentation starting July. Regardless I attached a document from American Leak Detection saying that there is no Leak and the leak is faulty. Ive had to pay $300 for water for over 5 months now. I need to be refunded because this is their fault. Also, the actual problem right now is that they cannot get in contact with Conservice to install a new meter all while I still have to pay $300 per month for a bad meter. 

   

   

   

   

  

  Business Response

  Date: 09/04/2024

  This community is a condominium association, with each unit assigned its own internal water meter. The meter is read by Conservice, billed to the unit owner by **********, and then that billing amount is conveyed to the Association. Heritage team members have no way to know if a meter is malfunctioning or posting unusual readings if the unit owner does not report so. This was the case in the phone call HSC team members received on 7/16/24.If you feel that the water meter concern specifically was reported prior to July of this year, and are concerned that the report was not correctly escalated, please provide record of the reporting so that we may review in our system.
  Your Association has already approved the Work Order to replace the faulty meter, and has contracted a vendor to perform the necessary repairs. Our records show that the CAM for your community emailed on 8/29/24 to alert you that a scheduling representative from Conservice would be contacting you directly to schedule the meter replacement. If you would like to seek a refund or credit for the balance that resulted from the water meter which the Board has already acknowledged per the work order was submitting faulty readings then please submit a Fee Waiver Request in the online homeowner portal. This request will be reviewed by the Board and allow them to examine the account ledger, payments, and balances. Please keep in mind that only the elected Board of Directors of community associations review fee waiver requests it is entirely at their discretion to approve or deny the waiver of any or all amounts on unit owner accounts. Again, please submit a fee waiver request for the amount you would like your Board to review, and please also include the documentation from American Leak Detection. Your Board will review the waiver request and a response will be provided to you as soon as one is available!

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair 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 am continually being sent emails with past due statement attached for a property that I do not own and has been sold at auction about a year ago to my understanding. I have lived in another state for over 2 years now. I would have no way of knowing who owns the property now yet Heritage has asked me to provide that info in order to cease the harassing emails. I have repeatedly asked this business to stop contacting me as I do not own the property and therefore do not owe them any fees however they continue to contact me. I would like to not receive correspondence regarding the property however if they have reported so called debt to credit agencies they need to correct that issue as well.

  

  Business Response

  Date: 07/15/2024

  Thank you for reaching out to Heritage Property Management and the BBB and allowing us the opportunity to review your concerns. Heritage team members send communications per the governing documents of a community when necessary, including late notices. These notices are addressed to the most current owner of the property as indicated by our records, and our records cannot be updated without specific, legal documentation. When properties change ownership, our team members rely on communications from the parties involved to ensure that the property's information stays up-to-date. It looks like our team members received several responses to communications over the course of 2024 stating that ownership of the property had changed. Again, specific, legal documents are required in order to update ownership information in our system this is to protect homeowner privacy and property. In this case, the documents required were a copy of the Warranty Deed or a copy of all pages, including the signed page, of the ALTA settlement statement. These documents could be mailed to our offices, submitted online in the homeowner portal, or emailed directly to our ******************* and were requested by team members on 2/5/24,3/5/24, and twice on 4/18/24, all in response to messages stating that the ownership had changed. Our records do not indicate that these documents were submitted at these times. After our ************************* team received a voicemail on 7/12/24 stating that ownership of the property had changed, and since the necessary documents could not be provided, a member of our Closing Team initiated a database search the same day. Ordinarily, this search incurs additional cost for homeowners, but due to the ongoing nature of the matter,our company will absorb the cost for this search and attaining the necessary documents as a courtesy. As of this morning, 7/15/24, the ownership information for this property has been updated reflecting the information from the legal documents attained by our team members. We appreciate the opportunity to confirm that this matter has been resolved.

  Customer Answer

  Date: 07/15/2024

   
  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

  Date:06/29/2024

  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.

  I moved into the Heritage apartments on 06/22/24. Upon move in I was told there was a pest issue. I was also informed that the reason the move in date kept getting pushed back was to ensure that no pests were in apartment upon move in. After signing lease I was informed that the issue was now at 2%. I had no idea that when I got the key this was an issue. I come to apartment, turn key and roaches were on inside and outside of door and in every room. I let leasing agent know and she informed me that she cant do anything and that the manager was out and she knows she wont do anything. I called and left emails and wasnt answered until Tuesday . Manager informed me they will not compensate me and do not give concessions for pests. Hold on! These are pests that were in an apartment before I moved in. This is not my fault and should be compensated for this. Management walked through on Wednesday as so many other issues needed to be fixed. She stayed they are actively fixing issue. Roaches are still here and Im not happy. Managers nor staff care and I have to just live with a problem that I didnt create and dish my money out to try and get rid of the pests? Poor management and all around disgusting to charge me full month of rent for some roaches I didnt even know were here. Then shrug basically and say nothing can be done and no money will be compensated. This is so sad! Im stuck in a 13 month lease and where I thought I had a safe and happy home Im miserable.

  

  Business Response

  Date: 07/02/2024

  Heritage Property Management Services operates as the right-hand of elected Boards of Directors of community associations throughout the ************* area. Our business does not manage apartment complexes, and does not do business in the state of ***** at this time. Our records do not show any communications between our business and this consumer, and the information provided does not match any consumer record in our system. This complaint has unfortunately been filed for the wrong business, and we are unable to assist the consumer with their concern.

• Initial Complaint

  Date:06/22/2024

  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 currently owe this company $716.07 In fines and fees due to their negligence, contradiction, and misinformation!Im being fined $25/day for a supposed hoa violation stating i didnt get approval for my fence. I submitted where i requested to build a fence and they rejected it because their company didnt approve of it even though i got approval prior to their company being hired. Fines started on 5/30/24, I didnt receive any notification about this false violation until 6/10/24. Ive started getting fines 10 days prior to even knowing they thought i was in violation. Im being charged for 2023 HOA fees that sent a bank transaction showing i paid it. They rejected it because my account number is the same as theirs even though they were not employed by our hoa at the time.

  

  Business Response

  Date: 06/24/2024

  Thank you for reaching out to Heritage Property Management and the BBB and allowing us the opportunity to review your concerns. Wed first clarify that Heritage Property Management operates as the right-hand of elected Boards of Directors of community associations we are not the association itself. Dues are paid to the Association, per the governing documents, not to Heritage Property Management. The governing documents of an Association are legal documents filed at the Associations inception; Heritage has no control over the contents of these documents, and it is the Board, not Heritage, who is granted enforcement powers per those documents. Heritages role is an intermediary one, facilitating communication between homeowners and Board members.
  
  Your community partnered with Heritage Property Management in October of 2023. Following the transition period, a Welcome Letter was sent to all properties in the community on 11/3/23, outlining contact details,online account setup, and the importance of reviewing the account to ensure all contact information and other details were accurate. The Associations previous records as of October 2023 reflected that this account had an unpaid balance at the time of the transition. Letters were sent on 11/30/23, 1/1/24, and 1/31/24 advising of this ongoing balance. On 5/31/24, an additional notice was sent regarding the continued, outstanding balance. On 6/14/24, our system shows that a response was received disputing the outstanding balance, and a Fee Waiver Request was submitted the same day. This request was processed and submitted to the Board of your community for their review on 6/17/24. Please keep in mind that only the Board of any community association has the authority to approve or deny waiver requests per their powers assigned in the governing documents, and in this case, the Board denied the Waiver request on 6/17/24. Notice of the denial was sent to this account on 6/18/24.
  
  Your community also conducts routine inspections in order to ensure that all properties in the community uphold the standards outlined in the governing documents. Your association requires ARC approval prior to construction or modification of a property, and the governing documents also state that all work must occur within a 180 day window following receipt of approval. An inspection conducted by the community in May of 2024 determined that construction was occurring on the property without proper ARC documentation.On 5/20/24, due to the ongoing nature of the construction, an Intent to Fine notice was sent, which allotted 10 days to resolve the violation or initiate discussion with the Board for alternatives. On 5/30/24, a notice of Daily Fines Assessed was sent and fines applied per the enforcement policies of your community. From 6/14/24-6/20/24, our system logs several emails and calls between the account and both HSC team members and the community manager for this Association. It was communicated from these team members what documentation would be needed either to prove prior approval had been given, or to submit a new ARC request to continue the work. On 6/20/24, the documentation as it was provided was sent to the Board for their consideration. Again, as in the case of Fee Waiver Requests, the Board has the authority to approve or deny ARC requests per the governing documents of your association. The documentation was not accepted by the Board, as is within their authority. The Boards denial was submitted to Heritage team members on 6/20/24, and forwarded to the homeowner account on 6/21/24, along with a request for additional information.On 6/21/24, a Compliance team member responded to the active ARC request in the system and clarified again what information would be required to submit a new ARC request for review. Please review this information if you have not done so already.

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21888598
  
  I am rejecting this response because:  Bylaws state work must commence (start;begin) within 180 days.  They do not have a completion timeline unless you give one on the original ARC Request, which i did not as seen in the photo.  Youve also accused me of using shipping pallets.  You were given my approval letter on 6-12-24.  The same approval letter provided in my first contact with the BBB.

  The first written notifications Ive received from this company was approximately 6-10-24. A second and final notice (at the same time) in regards to my fence.  I almost immediately contacted this company.  At which point on 6-14-24 I created and got access to heritages account portal site.  As i have not received prior written notification i had no idea this site existed.  If the BBB would like to come to this community a large part of this neighborhood will attest, they have not received written communication from this company up until recently when they just started getting final notices as their first communication from Heritage Property Management.  

  I requested an account financial history on 6-21-24 in regards to the $200 assessment fee to which your companys reply was I am not able to locate ledger from that far back. PLease assist owner on 6-24-24.

  As of 6-28-24 Your companys directory does not provide Phone, Email, or the Title for the President of the board, only an address, and if i had not requested the name and title of the board (again i have not received written notification prior to 6-10-24) several times, I would not even know who they are!  MANY community members will state the same!

  I stopped construction on my fence 4 days prior to receiving notification as I had something to attend to.  All while collecting fines for something you assumed was a violation.  Logical sense would say a Board President and a management company that approves $25/day fines would make every effort and attempt to prevent homeowners from collecting those fines and whatever fees.  Both Heritage and ALL board members have access to the address of every individual in this community.  Before stopping communication with your company my phone number was listed.  Was there an attempt to call me? No!  Has Heritage or any Board Members come to speak with the community members or to my home to address this? No!  What efforts were made to ENSURE these notifications were received? What measures are you and the board taking to ensure other community members arent racking up fines that they arent aware of because of this SEVERE communication issue your company has? 

  In closing, As a veteran that just wants to provide for his family, make this community a welcoming one that improves peoples quality of life this should never happen to anyone in my community nor any others.  If this matter doesnt get resolved here, I hope that at the minimum Heritage makes an effort to communicate more with property owners and tenants.  At the end of the day, HOAs belong to the members, not the boards!

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

  

  Business Response

  Date: 07/01/2024

  The communication records as they exist in our system were stated in our previous reply. We have no additional information to add to those records, and we would reiterate that all notifications were sent per the governing documents of your community. We would also note specifically that a Welcome Letter containing account setup information, contact information, and other important notes following the communitys transition was mailed to all residents on 11/3/23. With regard to the account ledger, it was communicated by several HSC team members as well as the community manager for your association that Heritage partnered with your community in October 2023 and does not have access to any records beyond what was provided at the time of the transition.
  
  With regard to the letter submitted here and in the online homeowner account, the community manager confirmed on 6/17/24 that per calls and emails, they would review the letter and then send the item to the Board for an official decision. During a call on 6/18/24, the community manager noted that in their review of the letter, it was not on the Association letterhead and did not appear to be an official document. In response, the manager was told that this was because, quote, I wrote the letter. The manager noted at this time that the letter and its contents likely would not be considered valid since it was written by a homeowner themselves, not an official member of the Board with authority to do so per the covenants. As requested, the letter was still sent to the Board for official review on 6/20/24; the Board rejected the letter the same day, and the rejection was communicated to the account on 6/21/24.
  
  With regard to the community directory, all homeowners within a community have the option of participating in the directory, and each account chooses what information, if any, to provide. Heritage does not control what information homeowners choose to share and what they choose to keep private. Our records note that this account did request the names and roles of the current Board members on 6/17/24. The community manager responded with this information on 6/18/24. The manager for this community has since confirmed that in the days following this communication, a direct, in-person conversation occurred between this account holder and the Board President of this community.
  
  Heritage Property Management serves as the right-hand of elected Boards of Directors of community associations. Our role is intermediary and advisory. Heritage team members do not interpret or enforce the governing documents of a community, enact enforcement procedures, or review requests these are all powers held by the elected Board of the community. Heritages role is to facilitate communication between individuals and the elected Board,as has been the case here. We do not have additional information to provide at this time, and we strongly advise communicating with the elected Board of your community via the online homeowner portal or requesting time at an upcoming meeting to discuss options to resolve this item.

• Initial Complaint

  Date:05/18/2024

  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.

  Heritage Property Management and/or HOA, of a Vacation Condo I own in ******************.. They have been trying to bully, and harass me, putting bogus fines the latest is for $570 charged on my account + interest & late fees for supposedly disposing a Mattress on April 10th 2024. Which I have documented proof I sent them i wasn't even in the state. Now we are getting Threats of liens, blocking ******* ****** are refusing to send my parking passes. I've sent them several emails at least 7 no answer. I called the office spoke to an office the person on Monday who told me they received my emails, but she would pass the message to the property manager *****. Who has not returned my calls its now Sat. I requested the videos or Still photos from the 2 Camaras right above the Trash compactor where the Mattresses were supposedly left. I requested a meeting with her. No response.

  

  Business Response

  Date: 05/22/2024

  Thank you for reaching out to Heritage Property Management and the BBB and allowing us the opportunity to review your concerns. We appreciate your diligence in regard to your account as well as your patience as the community manager for your community reviewed details and spoke with on-property personnel to clarify events. Per the communication sent to your account by the community manager on 5/20/24, a response was delayed while team members waited for additional information and confirmation. On-site personnel have, as of 5/20/24, provided additional details, and as such steps have been taken to remove the fines, removal costs, late fees, and interest incurred as a result of the violation, which has also been closed. Our A/R team members have already, as of 5/21/24, made the relevant adjustments to the account ledger.Please login to the online homeowner portal to review these updates and communications if you have not done so already.
  
  Again, we appreciate your patience as our team members worked to review the circumstances of this event. We are happy to provide the update that the item has been resolved and the ledger adjusted accordingly.

• Initial Complaint

  Date:04/19/2024

  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 received a mail stating that my account was sent to collection without any proper prior notice of all the extra charges and late fees that were added to my account from Feb 1st to April 18th. I Purchase my home almost 7 months ago and i was told that i have to pay my ***************** in April and December, so i been literally waiting for the bill in the mail for my first payment. I been unable to get in touch with someone over the phone and was told by the property manager "*************************" that they sent notice to my email to register on a portal which i never received. You guys have my address, phone numbers for both me and my Fianc. No notice was mailed to us, we received no calls and no account was created by our emails or personal informations in the portal so clearly we were unaware, and charging almost $400 extra fees is insane. I have sent a few emails explaining the situation, and i am asking the higher up management team to review everything and get those extra charges removed so i can make my account current and end this kaos. Thank you

  

  Business Response

  Date: 04/23/2024

  Thank you for reaching out to Heritage Property Management and the BBB and allowing us the opportunity to look into your concerns. We have reviewed the account and relevant notifications. Our system shows that on the Closing Letter generated prior to this propertys sale last year, the regular assessment due dates are listed as 2/1 and 8/1, with the next assessment being due on 2/1/24. On 9/25/23, our team members initiated the New Owner Setup process. This generated a Welcome Letter that was mailed to the property address and generated a new owner account for the online homeowner portal,which has been active since that time. The Welcome Letter contains a reminder to please log into the online portal to update or review any information for accuracy since once Heritage team members create an online account, the ********************** owner must log in to the account to verify all information and contact preferences. The temporary password, as well as portal login instructions, were also emailed directly to address provided the same day (9/25/23). Our system shows this email was delivered and opened multiple times dating back to 12/2/23.
  
  With regard to the balance on the account, the first semi-annual assessment was billed to the account on 2/1/24 per the schedule indicated in the Closing Letter. Our system generated the First Notice of past-due balance on 2/15/24. This was sent via mail to the property address.When the balance continued, a Second Notice was sent via mail to the property address on 3/18/24. We would note that this second notice contained the following advisement: The Declaration of Covenants and the Collection Policy for your community outline the steps to be taken if an account becomes delinquent.You can access both of those documents on Heritages online portal at www.heritageproperty.com. If you do not remit payment or contact our office at ************** to discuss payment of the outstanding balance due within 15 days of the date of this letter, your account will be sent to a collection agency.When the account continued to show a balance past this window, the account became eligible to be sent to collections per your communitys policies. Our records indicate this occurred effective 4/10/24. These notifications were sent per your community's notification process, which can be reviewed in the governing documents. We would also note that each of these mailed notices was also generated as an email to be delivered to the address on file.Unfortunately, our system indicates that those emails were flagged as Spam.Since system emails were previously delivered successfully, the error code for the emails on these two notices would indicate that the email account had previously flagged emails from the homeowner portal as Spam, which would potentially delay or halt future deliveries.
  
  We do see that our ************************* team received a call on 4/18/24, and an HSC team member was able to provide the contact information for the third-party business with whom your community contracts for collection services and who now holds the account. We also see that an email was sent on 4/18/24 expressing the same concerns and inquiries related to the account. The community manager for your community responded to this email on 4/19/24 confirming the contact information for the collection agency as well as affirming that a portal login had been previously provided following the change of ownership of the property. Our system shows an updated portal login at this time, and we encourage you to speak with the collection service directly with regard to your account balance as they will have the most current information at this time. Heritage team members will not be able to discuss the account over the phone so long as the account is with the collection service since all conversations directly or potentially related to the collections process MUST be in writing. This is for the protection of all parties involved.

• Initial Complaint

  Date:04/15/2024

  Type:Order 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 is management company for HOA and they have charged be $25 a day for failure to send them paperwork. However I mailed the paperwork to them and also sent them an email with the paperwork completed and attached. They refuse to acknowledge they was wrong in this situation and will not remove the $200+ fees that are on my account. I have retained a lawyer to resolve this situation.

  

  Business Response

  Date: 04/17/2024

  Thank you for reaching out to Heritage Property Management and the BBB and allowing us the opportunity to review your concerns. We have had the opportunity to review the account and speak with the team members from the relevant departments. Your community sent out a request on 12/29/23 to please fill out and return an attached Occupancy Affidavit as a part of the audit conducted in conjunction with your communitys leasing program. Our records indicate that when our team had not received the completed Affidavit as of 2/5/24, an automated courtesy notice was sent requesting the document within 15 days. A second automated notice was generated on 3/1/24, requesting the document within a further 10 days. When the document still had not been received by 4/1/24, your communitys policies activated the systems daily fining structure. This series of notices, which can be found under XN 10575654,are automated and set per your communitys notification process. Responses directly to these notifications may cause a delay in receipt as they are system-generated.
  
  While our offices have received no mail related to this account as of 4/16/24, team members reviewing the account itself were able to locate the completed affidavit sent in response to the automated late notification sent on 4/1/24. Again, as this was sent in response to an automated notification, the relevant team members were not alerted at that time. The team members have retroactively applied the completed affidavit to the account, and have also waived all fines that had been applied to the account. The account balance as of 4/17/24 shows the most current status we encourage you to log in to your online homeowner account at your convenience to review these updates.