ComplaintsforAccess Management Group

• Initial Complaint

  06/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been calling and sending in emails about a water leak inside of the adjoin condo that is leaking instead of the garage to the unit I am concerned about. The Access Management team has NOT been timely in responding as its been over 2 weeks and we have still not heard back from the Manager ***.

  

  Business response

  06/25/2024

  We are sorry to hear of the complainants dissatisfaction with our company. From looking at the trail of communication regarding this issue, it appears that the complainant is the real estate agent for one of the homeowners in the community that is a client of ours. Our office has been in communication with the owner about this issue from the beginning and the plan of action to get it rectified.The leak is coming from a neighbor and based on the governing documents for the community, the leak needs to be fixed by the neighbor as it is not a common line serving the community. After multiple attempts to reach the other neighbor, they have acknowledged the leak and the need to fix it and they have relayed to our office that they are in the process of having it fixed. While I understand the complainant is frustrated that this sort of thing can slow down their closing, the process still needs to be followed and we have an obligation to all the homeowners in the community. We cannot go in and fix someone elses issue on their property without proper notice and giving them a chance to rectify their issue. These are not apartments. As stated previously, we have been in contact with the owner and they are aware of what is going on.Thankfully, it appears that the neighbor should have the leak fixed very soon,if not already, and the complainant and their client can proceed with the closing.

  Customer response

  06/25/2024

   
  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,
  
  Poetry *******

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a homeowner in the **********. The property manager *************************** has been very irresponsible and irresponsive to homeowners questions. The property manager has been very demanding regarding to association requests with very little time for homeowners to prepare while ignore homeowners questions. This is unacceptable.

  

  Business response

  06/03/2024

  We are sorry to hear of the complainants dissatisfaction with our company and their representative. We would be happy to look into this but we do need some further information as to what the complaint is about. If the homeowner would be so kind as to provide more details on what exactly the complaint is and also clarifying what job needs to be finished, as stated in the Desired Settlement section of the complaint. Thank you.

• Initial Complaint

  05/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This HOA has placed an automatic statutory lien against my property for past dues fees of only $297 which equates to only 1 quarter of HOA fees. I want this lien immediately removed under the Fair Debt Collection Practices Act (FDCPA) which protects homeowners from abusive, deceptive, and unfair debt collection practices by debt collectors, including those related to HOA fees. This federal law grants me the right to review, inspect, and receive an itemized copy of my bill, including all fees and charges. I expect compliance with this requirement. Additionally, I request the removal of all charges associated with this lien and any planned action to accelerate this debt by filing a lawsuit against me for additional interest, attorneys fees and costs incurred in collecting this debt in the amount of $297.48, This HOA account has blocked my account which violates my rights as a Georgia consumer to receive/review an itemized list of the debt and charges. Denying access to my account impedes my ability to address this matter promptly.

  

  Business response

  05/29/2024

  As the management company for the **** our job is to follow the governing documents and the Boards direction as it relates to collections. When an account has been placed in collections, by law, we are not able to communicate with that homeowner. The homeowner must contact the *** attorneys office to communicate regarding their account and to settle any disputes. The attorneys office will be able to provide all the information regarding their account and any amounts owed. Once the matter is resolved, our office is notified by the *** attorney and the online access to the homeowner account is restored. The contact information for the ***s attorneys office is:
  
  ****** & *******
  ************

  Customer response

  05/29/2024

   
  Complaint: 21765901
  
  I am rejecting this response because: this firm has not responded to my multiple emails, however,  has responded to this submission of complaint. The *** has blocked my account and prevented me the ability to review, investigate, and examine my bill. I am unable to pay this bill for refusal of this firm placing barriers to prevent me from  accessing my accoiunt in efforts to accelerate foreclosure and place  an invalid lien on my home for $285 debt and take our home. This practice has become very prevalent by firms representing  Ha ***s. This business practice is egregious and a violation of the ***** and The Georgia ******************************** Act. 

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

  

  Business response

  05/30/2024

  As previously stated, once the account is turned over to the attorney, we as the management company are not allowed to communicate with the homeowner by law. If the homeowner has concerns that their rights have been violated, they need to discuss that with the HOAs attorneys whos contact information was provided previously in the initial response, as well as the multiple communications received by the HOAs attorney. The complainants desired resolution is billing adjustment but the law firm is the only one that can do that, so again, they must discuss with the HOAs attorneys.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I own a property in ********** manage by Access Management Group. I have the *************** payment set up as automatic draft to avoid late payment, I did set this up many years ago and every time they increase the fees I have problems with them. In 2024 the *** increased by $10. I did miss the email where they communicated this, and at the end of February (2 months later) I found out that I was paying $165 instead of $175. I was short $10 per month, and this company is charging me $17.50 late fee per month which means they are charging 175% late fee. I went to the website and tried to update the amount ans I was not allowed, so contacted them on March 1, asking them how to do it. The first person that took my case told me what I needed to do, I followed all the steps and once again it did not work. I reached out back to them, and this time they said that the balance had to be $0 to be able to make the change, A DIFFERENT ANSWER from the first one. So I tell them that I needed the late fees to be removed, and they just said that they were going to forward my request to the person in charge, like they are doing me a favor, and I proceed to pay the $10 I was short for the 3 months now, a $5 administrative fee, and an extra charge for making a one time payment (it is absurd all the charges they add even though you are trying to pay your dues). So I made this payment on March 5th and emailed them again letting them know that still it is showing a balance and I can't update the amount. I get an answer that this will take 3 to 5 business days and I need to check my account again later to see the change. I check my account A WEEK LATER and still it's showing a balance, late fees are still there and no one helps. On 3/29 I contacted them again with a follow up email, and their answer is the same, that I have a balance of $35 (late fees they have not removed, an outrages and illegal 175% of what I owe). As today I haven't been able to make the change and they keep charging fees

  

  Business response

  04/15/2024

  We are sorry to hear of the complainants dissatisfaction with our office and the handling of their association assessments. Its our understanding that this has been resolved as of 4/12/23 which was the same day that our office was notified of the complaint, and our office has been in communication with the complainant. Just to clarify a few items, the late fees for the homeowners association are set by the governing documents for the community and are not owed to Access Management Group. We handle the billing for the association, but the fees are not dictated by our office. We did receive approval to remove the majority of late fees owed to the association so that was done on Friday 4/12/24 leaving the account balance at $0. It is the homeowners responsibility to adjust their payment amounts as the dues change as our office does not have the ability to change payments set up personally by homeowners. Notifications of the dues increase is sent out in advance to allow homeowners to make that adjustment in time for the price change. For this particular association, the amount of the increase was sent to all homeowners in November of 2023 with the change being effective 1/1/24. The amount of the increase is also indicated in the payment coupons that was received in December of 2023.
  
  Again, we are sorry to hear that the complainant is dissatisfied with our service, but thankfully the matter has been resolved in accordance with the complainants desired outcome.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This is the second time I have to pay a late fee for a check I sent to pay HOA fee.This time I sent a check on January 22d ( dated 1/21/24) for the February monthly payment, due on February 1. Late charges are applied after the 10th of each month. I just received a note saying that I have to pay a late charge as from January 19.I cannot believe that in 18 business days, my check did not make it from *******, ** to *********, **. There seems to be a problem which may be due to the fact that the postmark is not taken into account but is taken into account the day the accounting department opens the envelope containing the check. I make payments in various ways one of which is by check. I have never had this recurring problem other than with this company in all of my life and I am wondering about the honesty of this company. The postmark date is the date that is taken into account. Not the date at which an employee gets to open the envelop.

  

  Business response

  02/29/2024

  We are sorry to hear of the complainants issue in regard to getting their payments in on time. Unfortunately, as the property management company, we do not control the mail and cannot control if there are delays with the ***** These checks are being sent to the banks lockbox located in *********, ** so it is not an Access Management Group employee opening the envelope and waiting to deposit a check. The lockbox is controlled by the bank which is under strict federal guidelines in regard to lockbox processing times.They have no incentive to delay posting a check.
  
  Our team has done some research into this particular account, and this appears to be a recurring issue with the complainant.There is prior communication from our company as well as the association ***** of ********* letting the complainant know that this is a **** issue, not an Access Management Group issue. We strongly advise the complainant again to use any of the other payments methods to ensure timely payment and to eliminate the possibility of delays of snail mail. These options are listed in the payment letter every year with the coupons, but wed be happy to send another copy of the letter to the complainant if needed. The desired resolution by the complainant is a billing adjustment of $55. The majority of this amount is late fees owed to the association and we require permission from the ***** of ********* for the association. We have discussed with them and they agreed to waive $50, but we have been instructed that this is the last time as previous late fees have been waived for the complainant multiple times over the years under the same circumstances. There will still be the $5 fee left on the account so the complainant will need to make arrangements to pay this to avoid having the same issue next month. We strongly advise them to use the other payment options as indicated above and arrange to make timely payments like the rest of the residents of the community are required to do so.

  Customer response

  02/29/2024

   
  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

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son and I own a property in ******************************************* subdivision that is run by Access Management Group. Myself along with other sellers are in the process of selling our properties and the Management group has been giving us a hard time trying to get this done due to lack of communication and us having to wait for information to get back to us. There are currently 3 other contracts pending and the agents are not able to get anywhere with Access Management Group. At this time each transaction is worth approximately $11,000 for the agents, not to mention the cost to the buyers and sellers at this point. The buyer for my condo has been approved for over 3 weeks now and his file has been sitting in limbo waiting for additional information from the association. Thanks for your time.

  

  Business response

  01/16/2024

  We are very sorry to hear of the complainants issue regarding selling their unit. After doing some research in the email archives,it does not appear that this is an issue of non-responsiveness, but rather the complainant does not like the answers being given. We are able to see an entire trail of back-and-forth emails initiated on 1/4/23 by the complainant in regards to the sale of this unit. Responses from our office have been received in a timely manner. The hold-up of the sale appears to be with the lender as the delinquency rate is too high for the lenders requirements. We have to report the accurate numbers regardless. In addition, there has been a special request to get the delinquency rate lower to satisfy the lender requirements. This sort of request has to be approved by the ***** of ********* for the community, and run by legal counsel.We are able to confirm that legal counsel for the association has been in contact with the parties involved in this transaction, as well. While we understand the frustration of the closing being delayed, it does not appear to be due to non-responsiveness from the Access Management Group office. We sincerely hope that the parties involved are able to come up with an agreement to allow the closing to go through, and we will continue to provide any pertinent information we have to assist. 

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a homeowner at *************** HOA, which is managed by Access Management Group a debt collector. They are charging a $5 per month administrative delinquency fee which is not authorized by the covenants. I paid my fees and on the last money order i wrote paid in full. They deposited it but did not waive the $15 they added in these fees. Each month the delinquency administrative fee accrued until my balance was $35. I was not allowed to vote. My daughter paid this fee and this is an injustice. They should have returned my payment they were not going to honor the paid in full status. I want a refund.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is not treating all residents equally. Theyve been collecting monthly HOA fees, but unwilling to do patio repairs which is their responsibility. There has been no communication about the repairs, timeframe or project updates and they are well aware of the issue. This company is just scamming residents for money.

  

  Business response

  09/18/2023

  We are very sorry to hear of the complainants dissatisfaction with this situation, and we can certainly understand given how long the ceiling has been in disrepair. Our company has been the management company for just under a year and this issue had been occurring before our company was hired. The condo association has had water intrusion issues and has had to retain an engineering firm to find the source of the water intrusion.The repairs to the units cannot be completed until the source is found as otherwise,the issues would continue to happen creating even more money being spent by the condo association. The engineering firm has done multiple reports and extensive testing since the beginning of the year and those units affected are just now being repaired, including the complainants. Our company did not have permission to make the repairs until the engineering reports were completed and the condo association Board signed off on moving forward with having the repairs made.Since the complaint was filed on 9/14, the complainant has been in contact with the property manager for the condo association and they are scheduled to have the repairs completed this week or next. This will be confirmed by the vendor doing the repair work and the unit owner. We apologize that this process has taken so long but we had to wait for the engineers to complete their part before scheduling repairs. We hope the repairs can be made this week and the complainant will finally have their situation resolved in a satisfactory manner.

  Customer response

  09/18/2023

   
  Complaint: 20608015
  
  I am rejecting this response because:
  
  By just patching up the ceiling that you scheduled the issue will not be fixed. You need to repair the patio above my unit because when it rains the water accumulates and the ceiling will collapse again. Until you make the necessary fixes to the unit above this will not be resolved. You should have done the right thing in the first place and not let residents to live in these conditions for a year prioritizing other non urgent and expensive projects. There are at least 2 other residents affected by the issue youve been ignoring as well. 

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

  

  Business response

  09/19/2023

  We work at the direction of the ***** of ********* for the condo association and have been in contact with them since we started on property about this project. We cannot spend the association's money without the *****'s consent and the money spent on the engineering firm is to figure out the root cause of the water intrusion, not to simply patch the ceiling. That process has taken a great deal of time and money by the condo association and not a situation the ***** of ********* takes lightly. If the complainant is questioning how the association's money is being spent, we urge them to contact the ***** of ********* through the property manager. There has been communication to the complainant as of last week on that exact process. 

  Customer response

  09/19/2023

   
  Complaint: 20608015
  
  I am rejecting this response because:
  
  No communication update was sent out about this project until today and a few days after my complaint. The company is obviously only cares about the public image and not about well-being of the residents. Until there is actually some action done about the situation, my complaint will be open because as soon as its off the radar well get back to BAU. Also, if the water intrusion cause was not properly investigated why did you schedule a repair appointment to patch up my wall and not actually taking care of the issue ? You are causing more damage to have the moisture trapped in the ceiling by scheduling that service which proves that you dont take these issues seriously. 

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

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My bill is wrong and they will not call me back to get it right.

  

  Business response

  07/19/2023

  Hello,

  We have looked into this complaint. We began our contract with this community, Sweetwater Landing HOA,  on February 1, 2023. Contrary to standard practice, the previous management company continued to accept homeowner payments until mid May even though they were no longer in a contractual agreement with the Sweetwater Landing HOA. Due to this, we were unable to reconcile homeowner account history until mid May when the prior management company stopped accepting payments. This was communicated to all owners and we worked with each of them and the prior management company to help resolve any outstanding accounting items.

  After reconciliation of ************************ account, there was still a balance showing from the prior management company (that ledger is attached). ******************** left a few voicemails starting two days ago, July 17th. We try to return voicemails as fast as possible but it can take up to three business days depending on incoming volume. Our team spoke with him today. He let us know that he had his banking institution, *********** send a cashier's check for the balance owed in January. This was sent to the prior management company and does not reflect in his payment history which leads us to believe it could have been lost in the mail. ******************** has agreed to call ********** to see if that check has cleared. If so, we'll work with ******************** and the prior management company to confirm receipt of funds and adjust his account ledger accordingly. If the check has not cleared, ******************** will be requesting a new check to be processed and mailed to us by **********.

  We believe this matter will be resolved in short time.

  Thank you!

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently had my condo floors removed and replaced after getting a 10 day notice, which was at the end of April. These contractors and I also sprayed the unit for mold as well. When I had told them, they asked me for a letter from the contractor letting me know that the work was done. Well, we had sent an invoice with work details stating that the mold was treated. I got a nasty email from *******************, the property manager. She said that I she wants a letter from a mold certified inspector. She threatened me with another 10 days or face fines due to whats written in the By-laws

  

  Business response

  06/12/2023

  It is unclear what the desired resolution/settlement is for this complaint, but the condo association is requiring the complainant have the proper mold remediation done for their unit which is common after a water intrusion. As the complainant was previously notified by the ***** President of the community on June 7th, The Association's obligation is to ensure that your unit's mold has been fully remediated by an industry certified expert so as not to adversely impact other units or future owner/occupants of your unit.  General contractors, flooring contractors, plumbers are not adequately qualified or bonding their remediation statements.
  
  Per the ***** of ********* within the community, the complainant will need to contact a licensed company to facilitate a mold remediation to ensure the mold has been properly addressed.

  Customer response

  06/13/2023

   
  Complaint: 20158717
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

   

  The reason why I am complaining is because of two reasons  - The new property manager is not every willing to talk to any of ** by phone, instead, everything is by email.  Then if there is a problem, the *** goes behind our backs and then rats ** out to her.   She then comes back with copied sections of the by-laws and seems to bully ** with those sections of the by-laws.   Additionally, this woman is very rude to **

  Then regarding the by-laws regarding the mold meditation, it's not clearly written within the by-laws. 

  

  Business response

  06/14/2023

  Given the seriousness in nature of the water intrusion and the potential for mold affecting other homeowners, all communication does need to be kept in writing to avoid any miscommunication and to have proper documentation.The governing documents for the community do require homeowners to meet their level of liability when it comes to affecting other homeowners and each homeowner agrees to abide by the governing documents upon purchasing the unit. The association cannot simply hope that there is no mold leftover from the water intrusion, they have a responsibility to make sure that the process is followed as to not negatively impact the other homeowners. Access Management Group cannot dictate what is being required of you, that is set by the governing documents for the community along with your ***** of ********* within the community. We are more than happy to review the communication between the complainant and our staff and if any communication is deemed to be rude or unprofessional, we will address it accordingly. As previously advised by our office and the ***** of *********, we strongly urge the complainant to have a professional test the unit and provide a letter confirming that there is no mold left from the water intrusion. 

*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. ↩