ComplaintsforHomeowners Advantage, LLC

• Initial Complaint

  11/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction: 08/18/2023 I sold and closed on the sale of my condo on Aug 21, 2023. I was charged an additional fee of $500 as a moveout fee after the sale of my condo. This fee was to be refunded after moving out and processing any fees associated with the remaining utility fee for water service. I have called repeatedly and spoken to ***************************( current building HOA manager for the *************************) and *************************** (customer service representative for *********************** about the return of my $500 deposit. It is now November 2, 2023, and still there's no return of my deposit. I am filing this complaint to put The ************************* and the Homeowners Advantage, LLC on notice that this is unacceptable. I paid my *************** on time every month, but after moving out, it seems that they are incapable of doing the same. I am due a refund of approximately $480, and this is my formal complaint that I haven't received the aforementioned refund. Your attention to this matter is appreciated.

  

  Business response

  11/03/2023

  **************** is correct that the deposit that she provided would be refunded with utilities deducted from the deposit amount.   This can take up to 60 days due to when we receive the closing documents from the attorney and the timing of the utility reads (utilities are billed in arrears and there is a lag time).   That being said, I was able to confirm that the $500 deposit was received, that the last utility bill was deducted from the deposit ($70.50 for ****************** utility consumption) and a check for the refund in the amount of $429.50 has been issued.   The check number is ****** made out to *************************** and is being sent by ***** (tracking number =    ************ with an estimated arrival date of 11/06/2023) to the address provided (****************************************************).    The refund followed the normal timeline and process but I had it *****d at our expense, in an effort to resolve this in good faith.

  Kindest regards.

   

  Customer response

  11/09/2023

   
  Complaint: 20815357
  
  I am rejecting this response because: The ******** Condo building has assigned utility charges to me that were incurred after I successfully sold and moved out of my unit. I have requested an explanation from the manager regarding these charges, and I am awaiting a response. 
  
  Sincerely,
  
  ***********************

  

  Business response

  11/09/2023

  I am not sure on what basis the response is being objected, but perhaps there is confusion related to how utility consumption is billed in general.

  The settlement statement we received shows a date of 8/31/2023 for the sale of your condominium unit.

  The utilities for the property are billed based on consumption and the consumption is collected from the unit's submeter for each month.   The actual usage billed is for earlier periods due to when the sub-meters are read vs. when the bill for the utility company is received.

  Specifically for your unit, the Bill dates correspond to the following Read dates (Read ****s = Actual Consumption):

  
   - Bill date of November 1, 2023 is for Read ****s 8/21-9/20 (this was prorated for this unit)
   - Bill date of October 1, 2023 is for Read ****s 7/21-8/20
   - Bill date of September 1, 2023 is for Read ****s 6/21-7/20

  As stated previously, the November 1st Bill was the bill for the consumption that included the time when you owned the unit and when the new buyer owned the unit.   The consumption was prorated for the dates you owned it based on the settlement statement.   The overall Bill for that month was in line with previous billing periods (Sept & Oct) but you were only billed on the prorated amount up through Aug 31, 2022.

  All of our read data is available (including beginning reads of the utility sub-meter for your unit, end reads, consumption, etc...) should you care to review.    I know that the timing of the Bill **** vs the Read **** can be confusing, but I assure you that the billing is correct for the consumption that corresponds to your unit.

  Kindest regards.

  Customer response

  11/15/2023

   
  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. Please be advised that the manager provided a more detailed explanation of how utilities were established and billed. Originally, there was no detailed explanation of billed charges. However, I'm now satisfied with all responses received. Thank you for your attention to this matter. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Feb. 2022, I learned that Homeowners Advantage Management was holding the insurance funds for the restoration of my condo. In Oct. 2015 the ***** ** notified me to open my condo because a leak had been found in the **mmons Area that is located directly behind my condo. An honest plumber later informed me that the leak did not originate in my condo as the property mgr. insinuated. ***** Martin&Assoc conducted the inspection and the damage amount was $18,394.95. My condo dues include liability insurance for homeowners. The insurance agent representing the *** refused to pay for damages caused by the **mmons Area that was not properly maintained. My HO6 insurance paid for mitigation and other issues but not enough to completely restore my condo. After 5 years my condo still is not completely restored.This money has already been paid to Homeowners Advantage Management **mpany. If they had paid the funds my condo would be completely restored. My present property manager has been in communication with '*****' at Homeowners Advantage. I was told that he would contact me. Even though '******' indicated how busy he is, this has been 5 years of them holding the funds that our liability insurance paid them. My condo is still without cabinets and countertop. There are still minor things that need correcting. I have made many trips trying to correct those small issues and having to stay in hotels during those visits. I have been paying some out of my pocket. My property manager indicated that '*****' basically said I must pay for the remainder of my restoration before the insurance funds will be released. This is not how insurance companies work. I need my funds to complete the restoration of my condo that were paid by my *** liability insurance 5 years ago and with interest as prices have changed since 2016.

  Customer response

  03/07/2022

  RE: ID ******** I was unable to respond to the comment from HomeOwners Advantage. I never received a letter from ********, insurance agent that my claim was approved. Actually, it was the opposite. I was told that I had to complete the repairs after my HO6 insurance paid for the work done so far. It was intimated that I had to pay out of my pocket. The damage to my condo which was caused by the Commons Area was the responsibility of the communities liability insurance. I have been undermined by these people because I am Black. This would not be happening to a white person. I just want to complete the restoration of my condo and sell it to be rid of this management company. I am a retired educator/administrator. I do not need them to act on my behalf in restoring my condo. The only positive help I am receiving is from our property manager. HomeownersAdvantage will not decide on who and what is done to my condo. I pay the mortgage payments monthly and I do not want my property 'patched up' because the mgmt. has spent the $8,000+ reimbursement for the damage the leaking pipes outside my condo caused. I am more than capable to control the restoration and not the mgmt company holding the insurance reimbursement for 5 years without my knowledge.

  

  Business response

  03/07/2022

  See Attached Response

  Customer response

  03/07/2022

   
  Complaint: 16798478
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  03/07/2022

   
  Complaint: 16798478
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  

  Business response

  03/08/2022

  There was no detail in your response and no attachment.  Kindly provide why you would reject the response.

  Customer response

  03/08/2022

  I am rejecting the response from HomeOwners Advantage because when I first filed the claim, got an estimate,  the insurance IOA, the communities liability insurance which I pay for in my dues monthly, refused to pay the claim.  I was told to complete the work first.  My H06 insurance paid their part so that I could immediately began the restoration, however, the contractor expected one third up front, another one third mid way and the last third when finished.  The payment from my insurance alone was not enough to do this.  Therefore, I completed as much as I could with the amount from my H06 insurance.  5 years have passed and no one EVER told me that I had $8,000 + paid to HomeOwners for my condo.  Throughout the years I would call and not a word about the payment..  The property managers have always had a key to my condo in the office. Now, the mgmt. company is asking for receipts for the work that my H06 insurance paid for.  The condo was totally uninhabitable. water had seeped in and created mold throughout.  All that was attended to among other issues by my H06 insurance.  I still have cabinets needing replaced, granite countertop was cracked, washer/dryer need repairing, etc.   I have already expressed that I have quotes from *********** a countertop company, and someone to finish up any small jobs.  I pay the mortgage on my condo and  want it restored completely.  I will not pay out of my pocket for the remainder of the restoration needed.  When my H06 paid the amount for the restoration of my condo, that was it.  I did not have to go through any of this drama.  AGAIN, these people are doing this because I am Black and think I am stupid.  The money does not belong to them and this farce about wanting to make sure the work is done, again is suspect.  I have not been able to enjoy my condo since I first bought it.  Instead, I drive down from Alabama to check on it and do minor things.  It was broken into several years ago where they used my bathroom and left it there because they knew no one lived in it.  I have homeowners insurance here so I check with them about all the stipulations that ******************* listed in his response and was told that I was being taken and that Homeowners Advantage does not want to release that amount of money for personal reasons.  I now hope to sell the condo because I no longer want to live there.  I have spent money staying at hotels there because of HomeOwners Advantage.  All I want is to restore my condo completely and not 'dance to the mgmt. companys music.'  If I had the funds, I could finish the condo and hopefully put it on the market before April.  If they want to see the progress of the condo, the key is in the office at ******* View.  Again, I resent being told that I have to finish the restoration and they may or may not reimburse me even though I specifically said they can write the checks to the vendors.   

  

  Business response

  03/15/2022

  **************** was notified on March 17, 2016 via email (copy can be provided) that the insurance company held by her Association (not HomeOwners Advantage) issued net funds in the amount of $8394.95 for the restoration of her unit.   That same letter also made **************** aware that the ********************** Policy does not cover mold or mildew remediation, as allowed by the GA Condominium Act.  That mold and mildew remediation is the sole responsibility of the homeowner.
  HomeOwners Advantage does not nor has it ever held the insurance funds; these remain in the bank accounts of Ms. ******* Association.   Disbursement of those funds follows the guidelines of the insurance carrier which requires either proof of work completed (receipt from vendors) or allows the vendors to be reimbursed directly.   These options have been communicated to **************** on several occasions and to date, she has provided neither.
  In an effort to assist ****************, we have approached the Associations Legal Counsel to create a waiver to allow the release of funds to **************** due to the length of time from the initial event.   The release was approved by the board.   In addition, the Association has worked with a vendor to assist **************** in getting a quote to complete remaining work from the original loss.   
  Once **************** receives and signs the release the ***************** has authorized payment. 

  Customer response

  03/16/2022

   
  Complaint: 16798478
  
  I am rejecting this response because:
  My property manager has acquired a proposal from a contractor and I have accepted that proposal to complete the restoration.  The mold and mildew restoration was completed by my personal HO6 insurance of which no one cared when the work was done because the insurance for which I pay premium payments monthly took care of it.  It is a lie that I was informed of the $8,000+ funds available for the restoring of my property.  It was recently that I found out that the insurance paid that amount.  I have spent at least 5 years wasting my time coming to ******* doing small projects to the condo.

  I don't understand why the author of this correspondence continues to lie about my knowledge of the funds they have held on to because no one at HomeOwners advantage notified me of the funds.  No correspondence exists that was sent to me about this matter.  I did not need to send HomeOwners Advantage receipts of the work done and paid for by my HO6 insurance since the work got done since they refused to honor their responsibility for the destruction by the Commons Area behind my condo not being property maintained by HomeOwners Advantage.  

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

  

  Business response

  03/24/2022

  I am not sure why **** suggests that she was not notified of the funds.   Attached are two pdf's that contain the email that was sent by the Associations Insurance Agent and a breakdown of the funds.   This is the information we have regarding the communications to **************** that shows that she was notified of the funds back on March 17, 2016.

  Furthermore, as stated in earlier responses, the funds are NOT held by HomeOwners Advantage, but by the Association that **************** is a member of and are distributed in accordance with the governing documents of her community.   

  As **************** stated, she has accepted the estimates that were provided by the property manager to complete the work in her unit.   

  There is no further action that can be taken to accommodate ****************.

  Kindest regards,

  Rich

  Customer response

  03/25/2022

   
  Complaint: 16798478
  
  I am rejecting this response because:  First I was NEVER told about the $8,000 funds paid out from the *** liability insurance.  There is no PDF informing me that they were available.  What I was told by ******** at IOA was that he could release $4,000 after I complete the restoring my condo and that the *** liability insurance did not pay for remediation.  However, my HO6 did that but along with the $8,000 funds my condo would have been restored 5 years ago but they NEVER informed me that the amount was available.  I found 2016 emails to ******** about some funds available and was told that I had to complete the work before the $4,000 could be paid.  I filed a complaint in 2016 with the BBB against him.  Second, I accepted the offer that a construction pro did on my condo.  HomeOwners Advantaged decided to use the property manager at ******* View to act as the contractor overseeing the funds.  After the construction pro came back with a $10,000 estimate it was then that they decided to release the 8k funds if I sign a waiver releasing them from everything.  It would not be the 10k that was estimated.  I, again would have to be monitored with invoices and I am sure other strings if I mail the waiver.  I resent a waiver, especially since they held on to those funds and never informing me.  I have over the 5 years constantly checked on my condo unable to move in.  Also doing small jobs whenever I came down but not being able to totally complete the restoration.
  
  Sincerely,
  
  *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩