ComplaintsforHSR Property Services, LLC

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live on the 3rd floor of a condo building which is managed by HSR. Starting July 2023 I have been dealing with HSR to resolve a issue of a water leaking to the 2nd and 1st floor units. From July through October there were multiple inspections, each with the same plumber, ***** Plumbing. All inspections were inconclusive, all without recommendation to fix an issue. Despite being woefully inadequate I was REQUIRED to be present at these inspections.Then December 2023 a new contractor, Lifeline, was hired to inspect the units. It was suggested I leave my key with the board president, that I wasn't required to be present for the "inspection". Lifeline found my bathtub drain needed to be replaced, but also suggested I make approximately $5000 in additional repairs. I hired **************, who upon inspecting the same room, suggested replacing the tub drain, as the additional repairs suggested by Lifeline were irrelevant to the leak.Repairs were complete on January 16th, yet it wasn't until on January 31st, I was given a bill for $1370 for the "emergency" inspection the 3 condo units, as well as repairs done to my bathroom. This also included $149 emergency service charge. The repairs to my bathroom were done without my authorization or even notification. They charged me $346 to repair the wax ring on the toilet. A repair I could have made myself that day, had I been notified. But the "emergency" nature required repairs be done circumventing my authorization, according to HSR (despite it NEVER being an emergency for the previous 5 months.)HSR lied about the nature of the 12/20/23 inspections and hid behind the association bylaws as excuse for this deception. I have been told directly by the board president that the $1370 charge for was known for weeks, but intentionally withheld until repairs were complete. This was done as they feared I would be upset enough to delay repairs. HSR should pay the $149 emergency fee and $346 for repairs done under false pretenses.

  Business response

  02/22/2024

  In late July, 2023, the Park ******************************* received multiple complaints regarding water infiltration entering through the bathroom ceilings of Unit 2C and Unit 1C. ***************** was sent out to inspect, and found issues in your bathroom. Recommendations were made, and you made the repairs. Aspen then confirmed the repairs were completed, and the continuous water leaks into the units below had ceased. (See attached report).
  In the fall of the 2023, the Association received more complaints regarding leaking into units 2C and 1C. ******************* was sent out once,but unfortunately was unable to complete their inspection, due to issues with another unit owner.
  In December, you were notified of the necessity of another inspection being performed on all three units. When you were informed of the date,you were unavailable and said you would be comfortable giving your key to the ***** President. It would have been preferred that you be in attendance, but the Association understands everyone has personal obligations that must be attended to during business hours.
  Lifelines inspection was completed on December 20, 2023.Numerous plumbing issues were found in your unit. In an effort to stop an immediate concern, the wax ring was replaced on your toilet, at the direction of the ***** President, who was present at the inspection. This is allowed pursuant to Article 3.02C of the Declaration (see attached).
  

  The report from Lifeline was received on December 22, 2023 and you were provided a copy of said report, with recommendations, on December 28, 2023. At that time, you were advised that you were responsible for the repairs, pursuant to the governing documents of the Association, and were given 30 days to respond. You were also advised that as the leaking was being caused by an issue in your unit, that you would be charged back for the inspection and work that was completed, pursuant to Article 3.02B of the Declaration. (See attached). You asked for some time to have work done as it was the middle of the holiday season.  (Please see attached emails and report from Lifeline).
  

  On January 8, 2024, you were issued a maintenance requirement letter stating what needed to be done, as well as advising you again that due to the nature of the repairs, any cost involved would be an owner responsibility. Once the invoice was received by Lifeline, and reviewed by the *****, the charges were put on your account You were provided with a copy of the detailed invoice as well as an explanation.
  

  It is important to note that ***************************, the ********************* Manager for the ************************* takes her direction from the ***** of ********** She is not responsible for  nor allowed to make these decisions without approval from the *****. That being said ****** has gone out of her way to assist you, keep you informed of what was happening, explain the reasons why you were charged, and helping to facilitate a payment plan on your behalf with the ***** of ********** She also offered to ask the ***** to waive the emergency fee, as you had been very cooperative during the process.  (See attached). To date, the Association has not received your payment plan request. Once that is received the ***** of ********* will review and provide ****** with an answer.  She will then contact you with the *****'s decision.
  

  Customer response

  02/23/2024

   
  Complaint: 21316867
  
  I am rejecting this response because:
  

  You response is inaccurate. I made repairs within 24 hours of being emailed by **** from ***. That was July 10th, long before you had a plumber inspect my bathroom. There was never any inspection prior to December 20th that suggested the surround tile be fixed, even though I asked it specifically be inspected each inspection, as I did the repairs myself. All plumbers you hired prior to Lifeline had said the surround repair was adequate. **************, whom I hired, also agreed with that assessment, along with contradicting Lifeline's approximately $5000 in additional repairs. I was lied to regarding the nature of what happened on December 20th. The previous Saturday was initially the day the Lifeline inspection was supposed to happen. One person wasn't available, so the inspection was cancelled and rescheduled to the weekday. When I asked if this could be rescheduled because the end of year and given short notice by ***, but I was told it would be impossible to reschedule. I was in process of arranging for a person to be there on December 20th when ****** contacted me. She was the one who said I could leave my key with the the board president.I was at NO TIME informed repair decisions would be made on my behalf. At NO TIME was I alerted during the repairs, even though it would have taken 2 minutes. I was not told that repairs had even been made until 8 days later. But when I was charged $1370... I received an phone call that day, a message in the *** portal that day, and a letter mailed to me that also seemed to be mailed out the same exact day. But I was at NO TIME during any of the previous conversations with ****** that a back-charge was forthcoming or even a ballpark of what the estimate could be. I have been told by the board president the $1370 was based on the "suggestion of the property management company" and that I needed to "discuss the charges with ******." ****** tells me it's up to the board and that I need to appeal to them. WHEN, WHERE, HOW, and WHO? For the past 6 months I can't get a straight answer from anybody. It shows the level of maturity you are at when grown adults just can't take any responsibility for what they know are garbage decisions, continually passing the buck. The board ********** *** had said it was ******'s decision to withhold the charge until after repairs were made. When does pretend time end?
  

  You're response is typical of *** throughout. You have used the bylaws to state you had the authority to make financial decisions on my behalf with appalling poor communication. Then turn around and say you're just powerless because you're a hapless victim bound by the association bylaws. Pick a lane. *** has intentionally cast my neighbors as interrupting or causing delays, and I'd assume has cast me the same while speaking individually with them. They are worse off due to how *** handled this, I am worse off because I am being stuck with emergency fee charges because of the gross mishandling of this issue (is this the first documented case in ***'s history of a condo bathroom that had a leak?) But mostly the building's integrity was probably greatly damaged as a result of 6+ months of INADEQUATE property management. To defend ***'s role in this *** created fiasco is pathetic. According to the bylaws, Lifeline could have found the issue was my fault, after which burned down the entire building, then held me financially responsible for replacing the entire building and every residents' contents therein.
  

  No one from the board or *** has informed me how to discuss a payment plan or dispute a single charge. The next step I was told was meeting with the board. I had been told a board meeting MIGHT be scheduled for mid-February. That a notice would be posted. No notice or contact from either the board or ***. Now I am being given messages that I'll be sent to collections. I have asked for explanation. I have emailed ******. How can you expect to be taken serious when it takes you less time to threaten me with collections than it does to respond to any of my questions. *** is a objectively dishonest organization. You sat on your hands, blamed others for delays... then at the end of the year declared an emergency and did whatever it took to resolve the issue, including lying to me and charging me extra to cover for the woeful lack of ability to manage a property. Now that I need answers, I get runaround, because *** has no priority regarding this issue other than using the association bylaws as shield from responsibility.
   Sincerely,
  
  ***************************

  Business response

  02/27/2024

  Please refer to the reports provided in our earlier response from Aspen and Lifeline regarding the issues in your unit, and what action was recommended.  Please note the dates of the reports as well. The reports clearly state what issues were and were not found, dates found, and recommended action to be taken. It is important to note: the water infiltration into units is a unit to unit owner issue, which normally, the Association does not get involved. But, because of the inability of all three units to cooperate with each other, as well as the inaction taken and damage accumulating, the Association had no other option but to intervene, pursuant to the governing documents of the Association. You will also note, the damage, the extent of work necessary, and cost involved could have been curtailed if you had maintained your toilet, plumbing, and tub in your unit in order to prevent these issues, as outlined in the governing documents of the Association.

  It is the ***** of ********* responsibility to run the Association under the guidelines of the governing documents, which includes the Declaration, By-Laws, and IL Condominium Act. The ********************* Manager is tasked with advising the ***** of ********* as to what action should be taken based on the governing documents. At not time has HSR stated we had "the authority to make financial decisions" on your behalf. Quite the opposite. As stated in our earlier correspondence, the management company takes their direction from the ***** of *********. The ********************* Manager is not allowed to make these decisions, they submit to the ***** and the ***** directs the management company how to proceed. 

  The Association and Manager have clearly communicated with you throughout this process. Please refer to the emails attached to our previous response. I have attached them again. Those emails, specifically the email of February 5, 2024, answer many of the questions you had as well as directions on how to submit a payment plan to the Association, along with the process involved. To date, nothing has been received from you. Please email your request to the ***** of ********* (via your manager) stating the time needed, and when payments would be received. Once the ***** makes a decision, you will receive an email and letter either confirming the payment plan or denying with suggestions to what the ***** would approve. Finally, you will be receiving a letter advising you the ***** of ********* approved the removal of the $149 emergency charge on your account.
  

• Initial Complaint

  04/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  HSR charges are excessive for closing documents without disclosing their prices before charging. They have a Closing Fee Schedule that is not provided to the properties they manage and is not written within their contract. They attempted to charge me $825 for some documents (paid assessment letter, **** disclosure, meeting minutes, budgets and association governing documents), which is more than the monthly fee to manage the property I lived at. It is a total rip off because all documents are sent electronically and doesn't require that much work. In the end, after disputing the $825 charge with them, they still charged me $700 for some electronic documents. Even while trying to dispute the charges, *********************** stated she had already finished the work and wouldn't answer any more of my questions. I should get a full days worth of answered questions for $700. The nerve! This was also a rip off because the Closing Fee Schedule was never disclosed to me as a homeowner. I had most of the documents they charged me for.

  Business response

  05/01/2023

  The fees related to all closings in Associations managed by HSR Property Services are provided for within the *********************** agreement.
  

  On March 8, 2023, upon receiving a request for closing documents from this Owners attorney, the property manager provided instructions, along with a copy of the 2023 closing fee schedule. The closing fee schedule is very descriptive, with costs broken down for every document request.These costs are all based on the amount of time is required to collect and relay the data. Owners representatives are then tasked with placing an order for all documents.
  

  The requested closing documents for this sale were lengthy and much more detailed than most closings. Multiple years worth of documents was requested. All of these charges were clearly stated on the fee schedule provided. It is also important to note, several documents were provided to the owner prior to their attorneys request. These documents were provided free of charge. After the order was submitted, the Owners attorney requested a rush be put on the order to be completed within three days as the closing was moved up.Again, the owners representative was made aware of the additional charge to rush the order.
  

  Upon receipt of the Owners complaint of the total fee amount, an explanation was provided, again explaining the charges and the resulting total. The Owners representative sent a request to *********************** canceling the order. At no time did ************** state she had already finished the work and wouldnt answer any more questions. ************** did state the order had already been completed and documents provided, but in an effort of good faith,she would waive $125 for additional documents. The owner as well as the Owners representative agreed, and thanked ************** for working with them to come to an agreeable resolution.

  Customer response

  05/03/2023

   
  Complaint: 19999074
  
  I am rejecting this response because:

  The statement from HSR Property Management is not true. I have a copy of their contract with my old community. (see attachment) The Closing Fee Schedule they claim to be in the contract is no where outlined or listed. In addition, I have a copy of the email where *********************** stated the following:

  "*****,
  
  With all due respect I have already spent more time on this closing than any other. Your attorney has the email  that was sent to him. Please request this from him.
  
  Thank you!"

   

  She may have not said verbatim that she wasn't answering anymore questions, but the statement above clearly implies that she would not answer anymore of my questions. I have also attached the email.

   

  Please stop playing with my intelligence and admit your fault and unethical behavior as a company.
  
  

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

  Business response

  05/04/2023

  Good morning,

  Please refer to Article 9.5 of the Management Agreement between HSR and Echelon regarding Closings. I have attached a copy of the verbiage. Article 9.5 of the Management Agreement clearly states it is the responsibility of HSR to provide documents for closing and charge the unit owner for the expense incurred to provide documentation. By signing the management agreement, the ***** of ********* is in agreement of all terms of the agreement. This procedure was also explained to ******************** attorney (see attached email). As previously stated, the fee schedule was provided to ******************** attorney prior to the document request.
  

  While we apologize if **************** took offense to **************' statement, it was clearly misinterpreted. ************** asked **************** to discuss with her attorney, as ************** and the Owner's attorney had been discussing the charges as the attorney is the person who requested the closing document request be canceled (please see attached email). **************** was copied on this correspondence as well.

  HSR Property Services LLC believes we have gone above and beyond working with **************** and her attorney on her recent closing, providing documents at no charge as well as removing $125 in charges. We congratulate her on her closing and wish her well on future endeavors.
  

  Customer response

  05/05/2023

   Complaint: 19999074

  
  I am rejecting this response because:

  The Closing Fee schedule was never disclosed to the ************************* of Directors or the homeowners. They stated in their original response that the Closing Fee schedule was in their contract with Echelon. Which one is it? You can't even keep up with your lies as a company. I will just take this to the State's Attorney to get my refund and make sure I write bad reviews about HSR Property Services on every online outlet. :)

  Also, in their original response, *** stated they provided me closing documents at no charge. That statement is completely false and is proven in this last response. Now they're saying all of the documents were provided to my attorney. Which one is it?

  Please don't try to soften your company's unethical behavior by congratulating me when you really don't mean it. 

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

  Business response

  05/09/2023

  As we have previously stated, and provided proof of:

  1. The closing fee schedule is provided to Owners/Owner Representatives upon request for closing documents.

  2. Per the property manager, you were provided a couple of additional documents prior to the request for closing documents, and charges for said documents were never added to the closing fees.

  3. In an act of good faith, upon receipt of your initial complaint, HSR reduced the fees by $125. You also agreed to the reduced fee. See attached email.

  HSR Property Services LLC has made very attempt to work with you on this issue. We truly wish you well in your new endeavors.
  

• Initial Complaint

  01/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a condo on 4/16/2022 and my assessment was $473.00 . Received no notification of a assessment increase for the year and have left a message with HSR Property Services on 1/17/2023 and have not gotten a response. there was an increase in price to wash. Owners received no notification of an increase or any plans from Management to dispute increase. My issue is what is the process of notifying owners of increases in assessments or increases in fees to use laundry facility. I also want to know what the federal/state law requires regarding fee increases Condo Associations.

  Business response

  01/23/2023

  In accordance with the ******** Condominium Act, as well as the Cherry ***************************** governing documents, HSR Property Services LLC, on behalf of the ****************** of ********** mailed a letter on November 14, 2022, inviting all owners to the December 15th Zoom meeting at which a new Budget would be voted on and adopted. The letter specifically stated the 2023 budget called for an 8% increase to assessments. A copy of the 2023 budget, showing the increase, was also included in the mailing. At the December 15, 2022 meeting, the ***** discussed the 2023 budget as well as the need for an increase. Owners were given the opportunity to ask questions regarding Association business during the Zoom meeting. Once the 2023 Budget was officially adopted by the ***** of **********  coupon books were ordered and shipped directly to all owners. The coupon books also showed the new assessment amounts.
  
  It is important to note, HSR Property Services LLC, as the ******************* works for the Association. While we guide the *****, and provide recommendations, all Association business is conducted and approved at the direction of the ***** of ********************* Associations laundry equipment is contracted out with a vendor. The vendor controls the pricing as well as the maintenance of all of the equipment. The Association does not have control over price increases during the contract period. Nor is it privy to any increase prior to the start date.
  
  While we apologize that you were unable to get your question answered in a timely manner, we do show a message was left for you on or around the 18th of January, within 24 hours of your initial call. Owners are also encouraged to utilize their owner portal to communicate with the Association. Questions may be asked, phone calls requested and emails sent at any time with quick response times.
  

  Customer response

  01/24/2023

   
  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. I also think that accommodations should be made for those owners that  work and are unable to attend meeting.
  
  Sincerely,
  
  *************************

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