ComplaintsforPOSolutions, Inc.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In November 2023, I was under contract to sell my home in *************, which is poorly managed by ************. The sell of the home fell through because ************ had a lapse in insurance coverage and has yet, as of today's date to secure a master policy. I have sent a demand letter under direction of my lawyer. They refuse to respond to the letter. I have followed up with the manager ******* and CEO ******** multiple times, requesting that the fees on my account be waived from the date of the loss of the sell until the date that home sells and they refuse to respond. This can be a lawsuit for breach of contract. They are required to maintain their insurance policy, they have admitted that they do not fulfill service requests because of lack of funds, which is also a breach of contract.They never even disclosed to the community that the policy lapsed until AFTER I sent the demand letter, which is consistent with their failure to communicate major events that have happened in the community such as a rat infestation that affected many units including mine, a shooting, etc. *********************** does everything BUT properly and honorably manage. I have started to partner with other homeowners in the community to possibly move forward with legal action collectively. I will not let this matter go until I am properly acknowledged and compensated whether by the company voluntarily or through the court system involuntarily. The people of that community deserve so much better commitment and service.

  

  Business response

  02/29/2024

  ****************** did not allow 24 hours for Community Manager ******************************* to respond.  ****************** was sent the following email correspondence on 2/29/24.  Original email is included for reference:

  Good afternoon ******************,
  
  I appreciate your follow up.  In our previous conversations and our interactions during meetings,you asserted that it was POSolutions responsibility to ensure that services were retained and rendered.  As Id explained to you previously, the management cannot perform services without the association having the funds to do so.  I want to ensure that it is clear that the management company does not decide on the fee amount or the final budget.  ********* of directors makes the final decision to approve or deny a budget that is presented. As such, POSolutions cannot accept responsibility for the associations lack of available funds.
  
  While I understand your frustration in being unable to sell your unit because of these circumstances, I cannot authorize your request for modification and exemption.  Assessments are universally applied to every owner within the community.  If you recall, we discussed during the last meeting that members not paying their assessments is the very reason the community is struggling financially now.
  
  As for your individual claims:
  1. The leasing admin fee on your account is from 2023.  While you may not be renting your unit now, it appears that the unit was flagged as a rental then.  As I was not the manager of ************* at that time, I will not attempt to address any potential interactions.  I will only state that the 2023 fee appears to have a valid basis.
  2. Referring back to my earlier point, assessments are universally applied.  I cannot authorize an exception for you pertaining to your desire to not pay assessments based on your disagreement on how circumstances played out. The Special Assessment, which was approved and implanted by the board to help with the financial shortfall, has not been addressed either.
  3. Again, I cannot authorize a removal of current fees either.
  
  I wish you the best of luck in selling your unit moving forward.  I sincerely hope that you are able to find a buyer and move forward.  As for the status of your account,because you are disputing legitimate assessments and not matters that we as a management company have the ability to control or make exceptions for, I am unable to make your desired changes.  As for how you desire to proceed from here, I certainly suggest that you do what you feel is in your own best interest. 
  
  I will send a copy of this correspondence to the newly elected ***** of ********* for them to have for reference.
  
  Best Regards,
  
  ****************************;
  Associate Broker and Senior Manager 
  
  POSolutions, Inc. 
  ************************************;
  ************, ** 30134 
  ************(o),************(f)
  www.posolutions.net 
  
  From: ************************* <*********************>
  Sent: Wednesday, February 28, 2024 1:10 PM
  To: ******************************* <************************************>;*************************** <*******************************>
  Subject: Re: Demand Letter Follow-Up - ****************************
  
  Hello *******,
  
  I am following up on my previous email from 02/05/24. I would appreciate a response or update on the status of my account.
  
  Thank you,
  
  *************************
  ************
  
  Sent from Yahoo Mail for iPhone
  
  On Monday, February 5, 2024, 11:15 AM, ************************* <*********************> wrote:
  Good morning *******,
  
  As I have previously communicated, In November 2023 I was scheduled to sell my unit in ************* but could not close because of the HOAs failure to maintain and provide proof of a master insurance policy. With this, I am reaching out to you to follow up on the demand letter that was sent to ************ via mail in December 2023.The demand letter requested a response or acknowledgement (which we did not receive) and requested a waiver of HOA fees from the date of the loss of the sell until the home successfully closes.
  
  I removed the listing of the property for a few months to allow time for an insurance policy to be secured.I have also followed up with you throughout that time about the status of the acquisition of a new policy, to which you have confirmed is still non-existent.I have reviewed my balance statement with ************ and have found several inaccuracies that need to be corrected.
  
  1. I am still being charged as if I am renting out the unit when I am not. We also spoke previously about me being randomly notified two weeks prior to the fee being assessed when I never was advised of this fee upon the purchase of the property or following. I was also not renting at the time of the fee being assessed. I will not pay for something that I was not properly made aware of and am not participating in.
  2. I will pay for October 2023 and November 2023payments totaling $400.00 + two late fees. Those fees were not paid because of the upcoming sell that was supposed to take place. We wouldve paid all fees at closing. 
  3. I will NOT pay for any HOA fees from the time that we lost the sell. All of those fees and late fees need to be removed from my account.
  
  I will continue to attempt to sell the property and put this experience with ************ and ************* behind me. However, I will not continue to take losses that are directly related to the companys lack of proper management. You all have breached your bylaws and contracts by failing to maintain a master policy, failing to honor and complete service requests, etc. I am doing my very best to handle this amicably without moving forward with legal action, but I will do so if my above requests are not honored. 
  
  I have attached a copy of the documentation confirming the reason for the cancellation of the sell of the home. Please review and follow up with me about the status of my account.
  
  Thank you and I look forward to hearing from you.
  
  
  Best,
  
  *************************
  ************
  
  Sent from Yahoo Mail for iPhone

  Customer response

  02/29/2024

   
  Complaint: 21365063
  
  I am rejecting this response because:
  

  I emailed ******* on multiple occasions and did not receive a response. He refused to bring his manager in on the conversation after asking a few times. He also deliberately stated that he is not willing to work with me to reach an agreeable resolution. 

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

  

  Business response

  02/29/2024

  ****************** is seeking an exception to the assessment obligation.  It has been communicated that this request cannot be honored.  ****************** threatened legal action and then demanded that I pull my supervisor in.  ******************************* attempted to communicate that he was not going to do that, partially because she was not in, secondly because her issue would be circled back to him as the Senior Manager.  Per ****************** informing him of her intend to file a lawsuit, and the fact that she was recording their call, she was advised that we can no longer speak about this issue, and she was referred to the association attorney.  ********* of directors, association attorney, and company president have been made aware of these latest interactions.  The last correspondence to ****************** is below:

   

  The Bylaws are not ours.  They are Highwood Parks.  I will send any correspondence received to the associations counsel upon receipt. 
  
  Please note that I will not be able to correspond with you directly once a suit is threatened.  Being that your call indicated that you were recording me,  all further correspondence will be submitted to the appropriate parties.   If you wish, you may correspond directly with counsel, as the representing attorney has been copied on this response.
  
  Best Regards,
  
  ****************************;
  Associate Broker and Senior Manager 
  
  POSolutions, Inc. 
  ************************************;
  ************, ** 30134 
  ************(o),************(f)
  www.posolutions.net 
  
  From: ************************* <*********************>
  Sent: Thursday, February 29, 2024 2:03 PM
  To: ******************************* <************************************>;*************************** <*******************************>
  Subject: Re: Demand Letter Follow-Up - ****************************
  
  I will move forward with a lawsuit at this point. You all have to take responsibility for something. You hold homeowners accountable for assessments, fees, etc. but how are you being held accountable for your shortcomings that are printed in YOUR bylaws???
  
  
  
  Sent from Yahoo Mail for iPhone

  Customer response

  02/29/2024

   
  Complaint: 21365063
  
  I am rejecting this response because:

  They were made aware that I would be moving forward with legal action in my demand letter sent 12/2023. They did not just find that out today. They continue to lie and deflect responsibility. 

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

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************ has been unhelpful, untruthful, and money-driven since the time I purchased the property in August 2022. I have sent multiple request for roof repair, as the shingles on my property are literally loose enough to fall. They sent a maintenance person one time who claimed that they would repair it but he never came back no returned the call. Pipes burst in my unit on Christmas and they sent an email out with an emergency contact if there were any issues with freezing pipes. I called and they said turn the water source off outside. They offered no assistance, failed to come out to help even though water was pouring into the home, yet they have increased fees from $150 to $200 a month. They have also randomly charged me a leasing fee of $324 for leasing my property without a formal letter or notice of the fee implementation. When I asked about the fee I have been given three different answers of when it was implemented and when it was announced to owners. They are unorganized, they have two people answering phones for the entire company who do very little to help when they actually answer. I have even reached out to the *** of the company who has promised by email to call me back multiple times but has not been professional enough to honor her word to even return a call to rectify an issue with a customer. They have threatened to place a lien on my home though I pay my HOA fees every month simply because I refuse to pay a fee that they came up with randomly then failed to advise me of until an email two weeks before it was due. This company is a joke. No one is consistently aware of what is going on and can follow through with helping the community as they should. This company does the bare minimum and finds no issue with it. They don't honor service requests but has no hesitation to send requests for more money!

  

  Business response

  08/23/2023

  Newly assigned manager ******************************* has attempted to contact ****************** to resolve

• Initial Complaint

  07/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This ****************** charged 5 Trash Can Violations to the Owner we Manage that lives out of the Country. We have a *************************** to handle all this LLC's properties. Jan 26,27,28,29,30 of 2023. By email ***************** Stated she would dispute the charges, ************************************ The photos were provided by the Tenants Security with dates as there was no Trash cans out. ***** responded she provides the photos to her manager and they were rejected. They are refusing the fines to be removed. The managing many HOA's that our properties are the located in. I have so many problems with them and their Reviews are horrible. I don't see how they have an A- with our company.

  

  Business response

  07/06/2023

  Fine removal requests are approved or denied by the board of directors.  Our role is to present your request to the board of directors with all pertinent information and allow them to make the decision.  If fine removals are denied, it is because the ***** of ********* made this decision, not POSolutions.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I'm being fined over $610.50 by my HOA because a branch was in my front yard. The first notice I received was 3/15/23 and the fine was $300.00. But they said they had sent several notices before, but i never got them. When I had branch removed on 3/17/23 I thought that was the end of it. But then I got the bill for over $600.00. I explained to them that I'm a C-5 quadraplegic, and they said they needed proof of my condition so I gave them the number to my doctor. Obviously that made no difference to them because they seem to have all the power and ** homeowners have none. They threatened to put a lien against my property and *** me. I'm on a fixed income and this would be a big hit to my bank account. It seems like homeowners have no rights.

  

  Business response

  05/04/2023

  Hello ******************,

  No party other than the patient may request verification of medical conditions or records due to HIPPA laws.  You were offered an opportunity to present verification of your claim, but did not provide sufficient details.  If you would like to contact your doctor to provide proof of your condition, you are welcome to do so, but as a managing agent, we must treat all owners consistently.  According to our records, letters were sent on 1/27/23, 2/10/23, and 3/2/23.  We did not receive a response from you until 3/15/23, and you were granted an extension at that time to correct the issue.  Again, if you wish to validate your claim of condition, we will be happy to send it to your board of directors.  Based on the lack of information, your ***** of ********** NOT POSolutions, elected to deny your request to waive fines, which they have the right to do.  Fine waivers are always within the purview of the ***** of ********** not the management company.

  Customer response

  05/07/2023

   
  Complaint: 20014623
  
  I am rejecting this response because: I never received those other notices. I will call my doctor to provide proof of my condition because i was not physically able to remove the small branch from my yard. And i had to wait for my landscaper to remove it.
  
  Sincerely,  
  
  ********************

  

  Business response

  05/08/2023

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

  Your address was verified with Christian.  As previously advised, your request to remove fines was submitted to the board of directors upon your request, and your board of directors denied your request.  Given that POSolutions does not receive any fines paid, they are all paid directly to the association.  Because of this, the decision to remove fines lies with the board of directors, and they have determined to not remove fines at this time.

  Customer response

  05/10/2023

   
  Complaint: 20014623
  
  I am rejecting this response because: I feel i am being robbed by the **** They can make up anything and ** honeowners have to go along or they will threaten ** with a lawsuit. They dont want to negotiate, its their way or the highway. 
  
  Sincerely,
  
  ********************

  Customer response

  05/12/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** Solutions is the homeowner association for Princeton Lakes subdivision in *******. I was asked permission on the phone from a male representative to allow a water leak to be repaired in September 2022. I gave permission. The water leak happened across the street from my home on the sidewalk. They needed to repair it from my side as well. After the repair a big hole covered with rocks is on my driveway. A hole is also located across the street on the sidewalk. I sent pics asking to have the hole fixed twice to the *** once to ****** and once to a female who requested the pics also when I called a second time to complain. No one has contacted me. I feel they could at least acknowledge my concern because I do stay current on the *** fees. I would love the hole to be fixed asap. I have uploaded pics and the first pic is the driveway at my house. The second pic is the damage across from my ************** my house is located at ************************************************************* in Princeton Lakes subdivision in The Parks.I live at ********************************************************************** used to be rented to tenants. They moved and I plan on moving back into my home after restoration. ************************* ************ Thank you

  

  Business response

  10/26/2022

  The owner was sent the following message from Community Manager *****************************:

  ****************,
  
  I am in receipt of your BBB complaint against the *************************** mentioning my name.
  
  Let me start off by saying, I was unaware you were waiting on me to contact you. I received an email from ****** Services regarding the concern of a hole in your yard but did not know you were waiting for me to get back in touch with you about it. The hole was put there due to a water leak by the ************************* Department of which POSolutions, Inc., nor myself, had absolutely no knowledge of. Had someone from the *************** contacted me to provide me an update on the work (which they never do), I would have gladly contacted you with that information however, I just found out who it was, that had even been to your home just yesterday and planned to update you today.
  
  Since I'm emailing you now, I'll provide you with the information I was advised yesterday. The ******************** is aware of how they left the repair. Apparently that was intentional for it to set, then, they'll come back out to smooth everything and make it more aesthetically presentable. Again, this project has nothing to do with myself, POSolutions, Inc., or the association for that matter therefore, I will not be able to provide you with any updates on when they intend on finishing up with the repair.
  
  Unfortunately, I would not have been able to provide you with any information about this any sooner than late yesterday afternoon however, if there was communication sent for me to contact you and I missed it, my apologies. 
  
  Please contact the ************************* Department for future assistance.

  Customer response

  10/26/2022

  I received other responses from this Business in which I felt I was being retaliated against. I will take that documentation to the consumer complaints because I should not have to feel like I dont have the right to access consumer resources or feel afraid to access the **** I feel ****** took everything personal. I attached the rest of our conversation. I only want the hole fixed but prior to that someone could have explained to me the process instead of ignoring me. ****** said she would look into it and never got back. The second email I sent about this situation was not responded to either. They at a minimum should be able to objectively advocate and oversee the community. 

  

  Business response

  10/28/2022

  POSolutions does not have the ability to advocate for owners with complaints regarding municipality utilities, nor does the association.  Easements granted in the deed supersede the association's authority, and the utility company will not deal with an unauthorized third party.  You as the affected owner will need to address your complaint to the utility company directly.

  Customer response

  10/28/2022

   
  Complaint: 18307922
  
  I am rejecting this response because:
  I did not arrange for the water leak repair. It occurred across from my house. They used my property to fix it. I did not contact the water company about this leak. I gave permission for the repair but didnt know it would be this bad. If this leak was never repaired then it would still be a problem that the *** would have to address and so they did. Would this leak be repaired if I didnt give permission?  It was not my initiation. I did not report the leak and my first knowledge of it was when I was contacted by the ***. I dont know who they contacted. I am an innocent bystander. 
  Sincerely,
  
  *************************

  

  Business response

  11/09/2022

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

   

  As previously advised, being that the water authority was the party responsible for the repair, there is nothing that the *** is able to do to further assist you.  If you were asked by a member of the ***, it was done so as a courtesy at the request of the ***************.  That in no way implies that the association is an intercessor on your behalf.  Please contact the *************** directly with your complaint, as they are the party responsible to complete the repair.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  POSolutions is a ********************** that is not abiding by their official fee schedule for a request to receive closing documents to complete the sale of a home. Moreover they are asking for additional monies in the form of an "initiation fee" for costs that they've refused to provide substantiation for to support the claim. In the first case, the attached fee sheet shows a cost of $250 per association to order closing documents, which as stated on the fee sheet includes all transfer fees. There are 2 associations in total. When the lawyers request the closing packages for both associations, the costs come out to $750 instead of $500. The reason is because POSolutions has directed their vendor Homewise, to automate the addition of a $125 transfer fee per association, during the payment process. I have reached out to the vendor, Homewise directly in order to learn this information. When presented with this information, POSolutions goes on to misrepresent their relationship with Homewise, who only manages the document service, by alleging that Homewise is charging for the additional fees instead of POSolutions, which is not the case. (email attached)Secondly POSolutions is verbally asking for a $1200 initiation fee for the buyer because it is a LLC. However POSolutions refuses to provide any substantiation to show that LLC's are required to pay $1200. These actions are putting the sale at risk. I have called and emailed POSolutions several times to resolve the matter with no proper resolution. Therefore I am being forced to make excess payments and I suspect other sellers have been subjected to the same experience.

  

  Business response

  10/14/2022

  Good afternoon,

  According to the President of the company, she has already had a conversation with you regarding these fees, and they were explained.  The fees for Homewise are set for our services, but the Initiation fee is set by the board of directors for the association, not POSolutions. She has expressed that this was explained in detail.

  Customer response

  10/14/2022

   
  Complaint: 18200448
  
  I am rejecting this response because it does not address the issue I submitted and I did not speak with the president of POS:
  
  Sincerely,
  
  ***********************

  

  Business response

  10/14/2022

  Correction.  The president spoke with your agent who expressed that she would communicate with you.  The point remains, the details of your complaint were expressed to your representative.

  Customer response

  10/14/2022

   
  Complaint: 18200448
  
  I am rejecting this response because the business has failed to address the errors in their billing process and practices and is continuing to collect erroneous fees from unsuspecting homeowners.  Im demanding nothing less than a refund of $250 for changing me twice for transfer fees and for them to fix their errors. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in Hampshire Park; a community that does not have guest parking. In 2020, I checked my account and had been charged for street parking based on video clips sent in by my neighbor of guest at my home parked temporary on the street with no obstruction to her drive way. I immediately contacted PO solutions (*****************************) and made her aware that the address on my account was incorrect so no notices had ever been received to provide an initial explanation for temporary street parking, my drive way is made in such a way that no more than 2 cars can fit and has caused front end damage to my vehicles in the past, none of my guest park on the street overnight or blocking any neighbors drive way, my neighbor has been harassing me for unknown reasons. At that time, the charges were removed and I was reassured that my address would be updated and that I was not in violation of any covenants. I was also told that this issue would be presented to the board to avoid issues in the future. In 2022, a year later, I check my account and I have been charged over $2000 for street parking based on video clips of guests to my home with no verification on the part of HOA. Again, I had not received any notifications and it was verified that my address had never been updated. It was also clarified that street parking is allowed as long as it is not an abandoned vehicle or consecutive overnight parking; which I have never violated. ************ had been charging me $25 per day even though no vehicle was parked on the street overnight or consecutively. I began reaching out to ************ in February with no response until March and was still be charged $25 a day. I was granted a hearing at which time I presented evidence to support that I have not been in violation. A month later, I am told I still have to pay $900 with no explanation. I have called and emailed ************ over 20 times with no response. I am being threatened with a lein for violations I did not commit.

  

  Business response

  08/09/2022

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

  According to your manager, during your hearing with the board, you were *****ed an opportunity to present your case to the board of directors.  The condition of your driveway was a pre-existing condition that you acknowledged was an issue from the date of purchase, therefore deeming your responsible for either correcting or enduring.  The decision was made by the board to not reduce fines based on the photos and videos of a vehicle indeed parked in front of your home, which is a violation of the covenants.  Several images were recorded on various dates over a period of time of vehicles being parked at the round about in front of your home, which are indeed preventing access to neighboring driveways.  Your covenants do not allow street parking in accordance to Exhibit ** ******* 2.  Your covenants are available for review at anytime on the homeowner portal. Your issue is with the board's decision, which has been communicated to us as final.  ********* is obligated to ***** you a hearing, but they are not obligated to render a decision that you are in agreement with.  No further communication on this matter is required on this end.  Regarding the issue with your neighbor, that is a neighbor to neighbor dispute and must be resolved accordingly.

  Customer response

  08/09/2022

  The videos that were submitted showed that the neighbors drive way was not blocked on either occasion. They actually show her entering her drive way with no issues. The cars were not parked there overnight. Again, I also have a recording where the *** stated that the violation comes from consecutive street parking which I have not done. The board is charging me for a vehicle being parked in the cul de sac for over 90 days with no evidence as such. The videos are for maybe 5 days of visitor parking so why am I responsible for a $900 fine? I submitted photos that show no vehicle being parked in front of my home during days that I was charged. Everyone in the community has visitors parking on the street yet I am the only one facing a fine

  

  Business response

  08/18/2022

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

  *********************, the manager of the community, has indicated that she has spoken to you on this matter.  She stated that she communicated with you the decision that was reached by the board of directors.

  Customer response

  08/19/2022

   
  Complaint: 17687235
  
  I am rejecting this response because:
  

  Ms. **** did reach out stating that the *** board has now decided to fine me $600. I have again requested evidence and justification of such a fine. I have been requesting this evidence for over 6 months as I know that no such evidence exists. I reminded Ms. **** that during the hearing it was stated violations were sent to the incorrect address despite me asking my address to be updated 1 year prior. I also made Ms. **** aware that during the last *** meeting it was stated on record that violations occur when there is consecutive street parking as in an abandoned vehicle. I also made her aware that one of the *** board members stated to me that he is aware that I have not been in violation of street parking. I have submitted a text message exchange between myself and the board member where he is directing me on what should be done to have this unjust fine removed. I am waiting for Ms. **** to respond with the recorded hearing and evidence from the *** board supporting this fine. 

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

  

  Business response

  09/01/2022

  We have responded indicating that the response was the result of the board's decision.  Please consult your board

  Customer response

  09/04/2022

   
  Complaint: 17687235
  
  I am rejecting this response because:

  I am now being told that fines have been reduced to $600. Fines went from $2000 to $1000 to $900 to $600 still with no explanation as to how fines were calculated/substantiated nor evidence that supports such a fine. For over 6 months, I have been requesting the evidence that shows consistent parking for over 20 days that would constitute such a fine (as noted by ********; previously submitted recording) with no response from ************ nor any of the board members. During the hearing (see attachment), it was verified that notices were sent to the incorrect address so never received and I previously sent a copy of notice from portal that shows notices were not sent to my address at Hampshire Park. During the hearing, you will also hear me pose several questions to the board and being told by **** that I would not receive a response until after the hearing. To this date, I have received no answer to any of my questions regardless of sending several emails to **** requesting those explanations. I am being told that this is the final decision of the board but the company is refusing to submit evidence to me that supports a $600 fine. Throughout this process ************ has requested evidence from me on several occasions that was submitted with no objection so I am not understanding why I cannot receive the evidence from the board that led to this unfair decision. 

  In addition, I was previously told my the HOA Secretary ********************* that he sees my cul de sac from my home and knows that I have not been in violation. I submitted text messages to **** of ****** instructing me on what to do to rectify the situation. He also told me that the emails discussing my fines got very heated but ************ has done nothing to investigate this. I am being fined unfairly for violations that I continue to prove I did not commit and notices that I did not receive. 

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

  

  Business response

  09/09/2022

  This issue has already been issued a response.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The complaint is written with the intent to have mediation scheduled with POSolutions ("***"), my HOA Account balanced and reconciled properly, and credit profile updated removing any delinquent reporting. For the past four months *** has refused to accept payment. This current issue is stemming from an incident in July of last year. Currently all methods of making a pymt have been blocked. The *** website states I do not have access to review the account history and cannot make payments. The monthly auto payments are being returned to my banking institution. When I contacted *** about the matter, they informed me to contact the Law Firm of record ("L&J"). When contacting L&J on June 7th of this year, I was advised that they have no information to share. So at this point, I have no records to review and verify and no payments are being accepted. For the past twelve months the actions of *** have been very concerning: On July 1, 2021 my HOA account was assessed with an $876.99 Sewer Fee and a $321.53 Water ****. This amount is more that 10 times the average amount of my monthly water ****. *** took Legal action and against the better guidance of my Counsel, I paid. My mother was ill and I thought it best to focus on her instead. However, after paying the initial amount, *** charged my account with a fee of $1,639.35 with no justification. Several emails were sent to no avail. A letter from my Counsel was not returned. The ledger from L&J, ledger from ***, and the water bills from ********** do not reconcile. The fees assessed are different than stated. There is a credit on my account that I did not make. Still no call from the Owner. *** operates like an apartment management company rather than HOA AM. With the ability to damage an individuals credit, they are emboldened. Their inability to communicate and provide requested details diminishes the importance of homeownership. This company changed after Mr. ****** departure.

  

  Business response

  06/30/2022

  Good afternoon,

  According to the most recent records, your account is indeed with ***************************.  It appears that at the time you reached out, there were items being updated on your account and it was not yet fully transferred to them.  According to the collections department, your account is now at the attorney's office and they will now be able to assist you to resolve this account.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Lack of care for the property they manage. We have sent multiple emails to ************ and the ***** of ********* and have had no response. Unable to meet their responsibilities as laid out in the covenant. Unsafe "common" areas that need to be condemned or brought up to code.

  

  Business response

  06/09/2022

  Unfortunately, **************** does not have a full service management agreement with POSolutions. POSolutions only manages the finances of this community, not any common area space management of any kind.  That responsibility falls exclusively with the board of directors.  We would have no insight on knowledge of the condition of any of these areas given that it is outside the scope of our agreement. Please address your concerns regarding the condition of common area space directly to them for resolution.

  Customer response

  06/22/2022

   
  Complaint: 17338329
  
  I am rejecting this response because:

  I received a letter today with an unsatisfactory answer from POsolutions. The questions we have been asking were directly related to finances and have yet to receive any correspondence from them. Please advise. 

  Sincerely,
  

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

  

  Business response

  06/23/2022

  Good morning,

  In response to your BBB complaint, your original complaint states as follows:

  Lack of care for the property they manage. We have sent multiple emails to ************ and the ***** of ********* and have had no response. Unable to meet their responsibilities as laid out in the covenant. Unsafe "common" areas that need to be condemned or brought up to code.

  Your complaint does not mention anything related to finance, but specifies concerns regarding common area spaces, to which we clarified that we do not manage.  Your community ONLY has financial and accounting services with our firm.  We in no way manage, help direct, or take any responsibility for common area spaces in Financial Only agreements.  Again, please direct your concerns to the ***** of ********* for resolution.  If you have concerns regarding financials or your account, please specify the nature of your concern and we will assist.
  

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My complaint against POSolutions is that the keycard used to access the community clubhouse and gym is not working. My homeowners fees were paid on time (February 8, 2022), and I have reached out to POSolutions via calls and at a homeowners meeting to correct this issue to no avail. I need to use the gym inside the clubhouse as I am a disabled senior who would like to use the facilities I paid for.At the homeowners March meeting, I brought the issue up with both ******** and ***** (of POSolutions). On that call with 40 people in attendance, they both agreed to call me the next day to correct the issue. Instead, I got an email that appears to be sent to everyone in attendance but in talking to neighbors seems that only I received it. The email is shown below:-----------------------------------------------------------------------------------------------------------------************************** <**************************>To:******************************* Mon, Mar 21 at 10:44 AM Hello all,We wanted to inform you that due to service outages in our office area, communication is down for an undetermined amount of time. This outage affects our phone service and emails may be delayed. We thank you for your patience as we continue to try to resolve this issue, and we appreciate your understanding. We also apologize for any inconveniences.Sincerely, POSolutions, *** -----------------------------------------------------I feel this is an evasive issue used by the company as I cannot imagine a company that could not get phone calls for an undetermined amount of time. I would like my key card to be fixed and my homeowner dues prorated to reflect the time I have not been able to use the facilities I paid for. One of their agents, *****, is both unprofessional and condescending to homeowners issues. The owner, ***************************, is not available to the community and we have constant issues getting issues fixed.

  

  Business response

  04/13/2022

  We asked ************************ to verify her card access.  The problem was not her having a card, but that we did not have her most recent card number on file. The card attached to her account did not match the card she was in possession of and we were not aware of this until recently. Her card was updated and she should now have homeowner access 

*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. ↩