ComplaintsforCedar Management Group

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The issue we had with cedar Management group is that they were not responsive to our Needs such as Financial, integrating the water ledger bills into their system , list of debt owed to *** from various owners , passing the list not in timely manner to our Lawyer, telling us they did while the lawyer claimed he did not get it , etc... letting the one contact person , our president send several emails begging for help , till Cedar will answer, if at all .Bottom line, no response and no willingness to follow up on sensitive matters to our ***. This caused us delays and calling the property manager and the area manager assigned to us , which were not responsive.A letter sent to Cedar President and Owner, by our President of the *** remained unanswered as well , and further , the accounting department did not attend to our accounting needs . As we transition to our new *** Management group I will make sure that we have all data available to us .Lastly, curiously enough , I did not get any welcome package for my units from the new Management company , for which everyone else did get the welcome package. I am wondering whether my name was not passed to the new management company as everyone else did get their packages a while ago. I had to send an email to make the new management company aware of this issue.Another issue was that my reimbursement for the water gateway measuring water consumption for the whole 85 units , and cameras were never reimbursed or handled by any one from the accounting department . I did send all documents needed . My requested to get someone from the accounting department were ignored as we were going to have an executive meeting ,that we cancelled, after the Board convened , and decided that Cedar will not provide the information for which they repeatedly told us they will.

  Business response

  07/03/2024

  ******,

  Per the contractual agreement between Cedar Management Group and ******************* there was a designated single point of contact on the Board that is the liaison between the Association and Cedar.  The single point of contact, the President, reached out to Cedar to advise that we disregard the numerous false representations and claims regarding your neighbors sent over by you on an extremely frequent basis.  Cedar fulfilled all contractual obligations and communicated with the designated point of contact regarding any legitimate concerns or issues.

  You were advised by the Area Manager during a live Board meeting to refrain from contacting Cedars support department multiple times a day.  Also witnessed by the other members of the Board, you were advised to send all communications through ********************* (Board President) and you agreed to cooperate.  All concerns raised by the Boards representative were addressed prior to the transition.  Any further communication needs to be directed to the Board President.

  Customer response

  07/03/2024

   
  I am rejecting this response because:
  The violations reported were true in nature and were ignored  such that our new management company need to address  these violations  that cedar did not address .our   bylaws  were very clear , yet nothing was  followed by cedar 

  for example owners who are not in good standing do not get parking decals , the area manger and the property manger Ignored  this and send everyone decals  without paying attention to the one who are  in violations . Our bylaws were not read or followed by cedar who was our management company  . Board members  were ignored as the same  issue as described here was presented  to cedar  but was ignored . We are still dealing with  decals parking sent at will without vetting 

   

  as to accounting who ever responded for my complaint still did not pay the expense  I had sent them several times , not was any effort to apologize or deal with it. During all the time no accounting manager showed up during our sessions 

  I am disappointed   that   cedar choose to ignore our needs as we are an HOA and my writing was meant to raise  awareness to the non functions of cedar 

  to everyone . As c a treasurer I did not get any response after going through the one contact person who himself did not get any answer and spent numerous hours without response . The impression  here is  that despite clear bylaws and governing docs , provided to cedar , they were  not able to help us . 
  they never showed up once on property to inspect  to what was reported to them despite having representation in *************; 

  The one response contact  did  not get a response either and had to beg and beg response  several times . 

   

   

  Business response

  07/11/2024

  ******,

  Please be advised that parking decals cannot be withheld without a hearing, per the state statute.  This was explained to the Board multiple times and in order to remain compliant with state statutes, which override any governing documents, parking decals were provided to owners.  Cedar Management Group is a vendor that works for your Association and has no decision making authority when it comes to citing or sending any violation letters.  The point of contact approved of any violations on behalf of the Board.

  Again, you were not the point of contact for the Board so any legitimate expenses should have been turned over to the point of contact.  Per our records, Cedar has responded to all inquiries and concerns from the point of contact within a reasonable time frame.  Your Association was not contracted for on site inspections, and per the contract, any on site visits are charged at an hourly rate that must be approved by the point of contact.  Any future communication needs to be directed to the point of contact for the Association.

  Customer response

  07/12/2024

   
  I am rejecting this response because:
  Issues raised were not addressed 

  Letter per email sent by our HOA  president to cedar president, detailing  our issues with their staff appointed to us ,  was never   answered or responded to .
  Our request  to have at least  one of their accounting manager as  contact was not addressed either . 
  Issues , resented to cedar were not addressed as our HOA president kept asking numerous times the area manger and the property  manger to provide the info . It became clear that we had to end our relationship with cedar due to performance  issues . 

   

   

   

   

   

  Business response

  07/16/2024

  ******,

  Please be advised that all concerns brought to our attention by the Point of Contact for the association were addressed accordingly, in a timely manner .  As stated previously, all communication must be filtered through the point of contact, as they are the liaison for the board and for the Association.

  Weve attached written communication reflecting the numerous times we have advised you to adhere to the single point of contact, per the contract.  Cedars position is that all legitimate concerns and issues were dealt with directly with the respective point of contact for the association.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company manages my community HoA and has made threats of fines about the length of my grass. My grass has stayed withing city ordinances and there is no terms of my community HoA that have any specification about height of grass. I have notified them that the issue was resolved already after receiving an email from them (on 4/30/2024)despite all billing and communication preferences being set to paper only. They have not followed up in a timely manner. I have made multiple attempts for resolution and escalation but been giving false promises and denied speaking with any member of management. Only after having my email addresses removed did I finally get any paper communication of their claimed violation nearly 1 month after its date, saying ibhad 10 days which came and passed prior to any notice being given nor received.I called twice on 5/2/2024, the first time I was hung up on as soon as a representative was coming to the line. The 2nd time I had my email address removed to prevent further emails that were unwanted and not supposed to be received for a billing issue that also existed (multiple $0 bills sent via email when only paper bills should be received, and they would not be able to stop sending via email by their communication) and 2nd for this alleged high grass violation. The lines are recorded and I was promised a call back from the community manager by End of day 5/3/2024. I did not get any call back as promised, so I gave benefit of the doubt on a response but did not get any call back. I called again on 5/7/2024 and was advised the community manager is going to the board about my issue, and that I wouldn't get a call back time frame. They are using threatening language that is time sensitive yet treat my issue with no sense of urgency.I also tried using their portal to relay my concerns and get a call, but they continued to communicate through email only despite clear instructions to call/mail me any and all communications. We feel mistreated

  Business response

  05/21/2024

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

  Per our records, you have spoken with the Community Manager on behalf of the Association regarding your concerns.  Cedar Management Group is a vendor that works on behalf of and at the discretion of the ***** of ********* within your Community.  All decisions are made by the ***** and are simply carried out by Cedar as the Management Company assisting with day to day operations.

  Your Association is governed by governing documents, which are legally binding.  These documents specify the rules and regulations for the Community, such as height of grass allowed.  This violation was cited on 4/17/24 and approved to send by the ***** on 4/30/24.  The violation has since been marked as resolved, but was still a valid violation when it was cited.  

  We advise for all communications regarding violations and billing to be kept in writing, this is to protect the homeowner as much as it is the Association.  We show that your account has been correctly marked as paper communications as your preference and acknowledge that emails and paper were sent in previous communications

  Our calls are recorded and immediately after a connection issue our phone agent called you back to discuss your concerns.  On these calls you were advised to communicate in writing regarding your concerns and that the Community Manager would get back to you as soon as possible after communicating with the *****.  Should you have any further questions or concerns please communicate directly with the ***** via *****************.
  

  
  

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/9/2024 I sold my condo, which is managed by Cedar. At the time of closing, I discovered that the amount I owed the *** incorrectly reflected that I owed ****************** dues, the ****************** special assessment had not been removed from the total amount I was paying then, and the condo certs fee I'd already paid via credit card in December was reflecting as being owed. The attorney's office attempted to contact Cedar to get the up to date amount owed, and was unable to get ahold of anyone. My options were: move forward with closing or postpone until the following week (assuming they could get ahold of Cedar). I opted to move forward, assured Cedar should refund the double payments. I sent cedar an email that same day letting them know this had occurred and never heard back. on 2/26 I sent another email to follow up and got a response asking me to send my closing statement, which I did. I received a blank email back two days later- I responded to this letting them know it was blank and never heard back. Sent another followup email on 3/18 and got a response on 3/20 that "there is a credit on your account, please confirm your mailing address" - I sent a reply confirming. On 4/10 I sent another email asking if a check had been sent or not - received a reply on 4/16 that said "thank you for your email. We have forwarded your inquiry to the appropriate parties for review and assistance." As of 4/26 haven't heard a word. When I call, I'm told to email closings@mycmg, as I have been. The amount paid/desired resolution are calculated as follows: Duplicated *** special assessment + fees for ******* + February ($483.95x2) - the prorated credit received at closing for 2/9-3/1 ($181.06), + duplicated condo certification fee ($290-Already paid $206 on 12/20) it's unclear why the amount at close is higher, I was told by closing attorney it is the same fee/charge, so I subtracted the difference ($84) from my desired settlement. The upload docs button doesn't work.

  Business response

  05/09/2024

  *******,
  
  Please be advised that Cedar Management Group is a vendor that works for your Association and has no authority when it comes to financial decisions for any assessments owed to the ******************************************* standard turnaround time for responses is within 1-2 business days and all closings matters are handled as quickly as possible due to the time sensitive nature of the requests.  
  
  The Closing Statement that was initially ordered was delivered on 12/27/23.  The verbiage on the Closing Statement states that the document is only good for 30 days.  The only fees listed on the Closing Statement were the $200 documentation and set-up fee, charged to the buyer at the time of closing, and the details of the Special Assessment.  Your account, at that time, had a credit balance of $7.02.
  
  The certification fee charged for the preparation of the Closing Statement you paid for up front in the amount of $200.00.  This is a fee that, per the Closing Statement, we requested the seller pay for.
  
  The documentation and set-up fee is a fee we request to be paid by the buyer at the time of closing.  Your Closing Attorney is responsible for collecting fees at the time of closing from both the buyer and seller.  Per the *** your Closing Attorney charged you $290.00 for the documentation and set-up fee.  Cedar received a check in the amount of $200.00 check ******, the $90 will have to be further discussed with your Closing Attorney as Cedar never received those funds.
  
  On 4/29/24 you received an email confirming a refund in the amount of $515.67 was on its way to you.  This refund covers the January and February dues that were incorrectly collected at closing by your Closing Attorney.  Per the Closing Statement, an updated statement needs to be requested if the closing date is more than 30 days past the initial preparation date.   
  
  We will be marking this matter as resolved as any further communication needs to be between yourself and your Closing Attorney. 

  Customer response

  05/09/2024

   
  I am rejecting this response because:
  
  There is still a discrepancy of the double special assessment payment ($222.83 - paid both January and February, then paid again in the lump sum special assessment paid in full at closing), the amount youve mentioned does correctly reflect the standard dues though, so I agree with that part.
  

  Understood re: the $290 fee.
  

  Had a single person from your company responded within 1-2 days (or even weeks) after any of my multiple attempts to reach out to discuss this matter, I wouldnt have needed to go this route. The *** president is who told me to contact Cedar Management to get this sorted out, as the purpose of them hiring you was for accounting management. I completely understand that the closing attorney didnt get the closing statement updated in time, (I dont work for them so I had absolutely zero idea that the document you sent to them, not me, had verbiage stating that it needed to be updated within 30 before close (if youd like sellers to know that possibly you should cc them? Also it still would not have reflected my February payment, paid 2/1 for a closing on 2/9, so wed still be doing this), but that doesnt mean the *** simply gets to keep excess money that is not theirs. I worked in property management for years and this is an extremely standard situation to happen at closings. Any reasonable company isnt going to make people resort to filing BBB complaints to get any sort of human response, there were much more amicable ways we couldve gone about this, had your company adhered to its own 1-2 business day response time.

  Business response

  05/16/2024

  *******,

  We have multiple records and communications between yourself and Cedar that reflect we were trying to work with you to resolve your concerns and issues ****** communications led to the initial refund check which you should have received by now).  Cedar most certainly wants to handle this amicably and we hate that you feel you had to resort to filing a BBB complaint.

  After some review and discussion an additional refund check will be issued to you for $445.66 for the January and February Special Assessments paid for prior to closing.  This check will be sent via mail to the mailing address you provided Cedar previously in our correspondence regarding your closing concerns.  Cedar will be marking this concern as resolved after processing the payment.

  Customer response

  05/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  

  I do want to add: the correspondence I was receiving from your closing department was in no way communicating useful information or what a reasonable person would consider working with me. I understand thats not the fault or responsibility of the person replying to this complaint, but it does reflect on your company as a whole, and you are severely misrepresenting the situation by stating otherwise. The only emails I received from Cedar that weren't automated were the one on 2/27 asking for my hud statement, which I replied to within an hour, then 3 weeks later (3/20) confirming I had a credit (no amount stated) and asking for my mailing address. I did not receive anything, so I emailed on 4/16 asking for the status (also called the main line, they said to email closings. I also called the property manager, who was super kind but couldnt do anything and said to call/email as well). I did not hear back (other than automated messages) until 4/29, after I filed this complaint - that message simply confirmed a check (no amount stated) was being sent.
  

  if Id received the clear communication Ive gotten through this claim, we wouldnt have had a problem at all.

  Thank you. 

  
  

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 16, 2024, my husband (*****************************) and I (***********************) received a Courtesy Violation Notice for "Improper Stored Items at Property: ********************************************************** that was dated November 30, 2023 from *********** at ***************/o Cedar Management Group. The property belongs to us, however, a tenant lives at the property. There was a photo copy of a box outside on the ground. The tenant stated that the box didn't belong to his family. The Landing at ************* didn't include an email address or phone number so that we could respond to the notice, only a P.O. Box address was included. We received a Second and Third Violation Notice stating the same: Improperly Stored Items at Property. The 2nd Notice stated "Please remove holiday decorations." The photo on the 3 notices didn't communicate the violation that was referenced on the 2nd notice. On February 29, 2024, **** spoke with **** who stated that she would email a response to us, but she didn't send a response. I sent an email to ********************************** on March 2, 2024, but received no response. I emailed mycmg.com on March 15, 2024 and submitted photos of the back patio with no decorations. **** drove to the property and saw holiday icicles hanging in the archway in front of the condo. This wasn't communicated in all 3 notices or photo on notices. The tenant remove the icicles from the front archway. I emailed a photo of the front door archway to Cedar Management Group. This was a communication problem from The Landing at HG and CMG, and it was very confusing for us and the tenant. To date, the board, The Landing at ******* fined us $100.00. We asked that the fine be removed because the issue resulted from a communication problem about what the actual violation was and where the actual violation was that came from The Landing at HG/CMG. We received an email statement on April 24, 2024 with a prior fine balance of $100.00 with a $15.00 late fee added.

  Business response

  05/09/2024

  Iris,

  Please be advised that the original violation letter dated 11/30/23 provided clear instructions to submit any concerns or photo corrections via your homeowner portal.  Weve included the verbiage provided on each violation letter:

  If you do not feel that you are in non-compliance of the above-cited provisions and this letter has been sent in error, please contact Cedar Management Group Community Support team by logging into your owner portal at portal.mycmg.com.  Click on the My Items page and comment on the non-compliance item.

  Regarding your conversation with our support agent on 2/29/24 an email with instructions was sent to ******************* and was successfully delivered at 5:26 PM.  This email was opened by you on 3/15/24 at 5:18 PM.

  A hearing notice was sent to you on 03/07/24 for 3/19/24 at 6:15 PM, which you did not attend resulting in an initial fine of $100.00.  Your account has been reviewed and, as a courtesy, the fine and applicable late fee(s) from your account have been removed.  Both violations have also been marked as resolved.  If you have any further questions please communicate directly with the Board via ***************.

  Customer response

  05/17/2024

   I am rejecting this response because:
  

  On January 16, 2024, ******* & *********************** received a Courtesy Notice dated November 30, 2023 about Improper Storage-Improperly Stored Items at Property for **************************************************** with a photo of a box in the top right corner. We attempted to resolve this issue by phone, however, it was difficult to reach a real person. It was also difficult to get an email address. We received a total of 3 Violation Notice letters, each with a photo of a box on the ground. The 2nd notice dated February 16, 2024 and received on February 27, 2024 stated Please remove holiday decorations with a photo of a box on the ground. The 3rd Violation Notice dated February 20, 2024 and received on March 2, 2024 stated The listed violation(s) have been consecutively cited for a third time showing non-compliance. The photo did not show the violation, and none of the letters specified what the actual violation was on the property nor where the violation was on the property. This was very confusing for us and the tenant. The violation was at the front of the condo near the roof in the archway. There were holiday icicles hanging in the archway, which was not communicated on any of the violation notices, Also, it wasnt until ***************************** drove to the property and saw the holiday icicles hanging in the archway of the front of the condo that we were able to understand what and where the violation actually was located on the property. This was communicated to Cedar Management in an email dated April 1, 2024. Between March 29, 2024 and May 10, 2024, Cedar Management assessed $515.00 in fines/late fee. Because of the aggressive nature of Cedar Management Group, a check was mailed to Cedar Managements payment office in *******, ******* that the company received on May 9, 2024. We also wanted a refund or statement credit in the amount of $115.00 and a waiver of the fee/late fee as a resolution to this issue. We were unable to login to the Homeowner portal to view documents.

  Business response

  05/23/2024

  Iris,

  Please be advised that your concerns regarding our phone services as well as our email turnaround time were addressed in our previous response.  As previously stated, the fines and applicable late fee(s) have been removed from your account as a courtesy.For your convenience weve attached a current copy of your ledger detailing the fine and late fee removal.  Your account currently has an existing $115.00 credit balance that can either be applied to future dues or you may request a check sent via mail by emailing ******************** additional email with your homeowner portal instructions has been sent to all known email addresses on file. 

  Cedar Management Group is a vendor that works for your Association and had no decision making authority regarding any late fees or fines assessed to your account.  ********************** works at the discretion of the Board and your account was charged per the violation policy found in the Associations governing documents.  All outstanding violations have been ****** as resolved and any further communication can be directed to your Board via *****************.

  Customer response

  05/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  CMG has auto draft set up to collect quarterly HOA fees. The fees increase and I have a $15 amount to pay for the first quarter. I have adjusted my auto draft to the correct amount. The only electronic payment way CMG will allow me to pay this is to make a onetime payment and their system is charging me a fee to do this. This fee is not from my bank, CMG can not tell me what this fee is for, and I feel this is an inappropriate and/or illegal process of charging an extra fee.

  Business response

  04/15/2024

  Dear *******, 

  
  Please be advised that Cedar is not responsible for your *** draft. The *** draft would have been set up through ************** Last year the board set the dues to $180 per quarter and you did not increase your *** with ************** You now owe $15 for Q1 as you have paid $180 and the dues are currently $195.

  
  If you use the payment portal to set up a one-time fee with a credit card, the fee is 3.95%; if you pay using a checking account, the fee is $1.95.  This fee is charged by ************** not Cedar Management Group, as Cedar does not have any authority to make financial charge decisions when it comes to bank fees. If you prefer not to get charged a processing fee, you can mail in a check at no cost (besides the stamp). 

  
  Moving forward, you are encouraged to update your *** with ************* to reflect the current assessment rates prior to the draft date to avoid incurring any late fees or inconvenience moving forward. 

  
  We will be marking this matter as resolved as assessments/dues are mandatory for all owners and cannot be waived. Any future communications regarding this matter can be communicated to your Board directly via *****************. 
  
  

  
  

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business attempted to fraudulently charge ** twice. We provided appropriate documentation in order to dispute the extra charge and was apparently found to be suitable proof. We requested a revised invoice which we didnt receive until recently and included unjustifiable late fees. They want us to pay the amount we feel we owe and solve the balance incrementally. As a result of their attempt to fraudulently charge us on two occasions we refuse to honor them at their word and have requested a proper invoice.

  Business response

  01/30/2024

  *******,

  Please find attached the Closing Statement indicating the Capital Contribution fee which is a fee charged by the Association at closing equal to the amount of one years worth of dues ($250.00).  The charges on your statement are from the Capital Contribution Fee, 2023 dues, and **** dues.  At the time of closing we received check #***** in the amount of $250.00 for the Capital Contribution.

  You were then assessed the 2023 dues on 01/01/2023 which are assessed to all owners within the Community.  To date we have not received payment for either the 2023 or **** dues totaling $500.00.  Per your Communitys late fee policy late fees should be charged every month a payment has not been remitted, meaning your account should have been charged $20.00 monthly for the year of 2023 beginning in February.  

  As a good faith effort, the existing late fees on your account have been removed so all that is owed is the $500.00 worth of delinquent dues.  The frequency and amount of assessments as well as the late fee policy for the Community can be found in your governing documents, which are legally binding.  These are available on your homeowner portal for your convenience.  Please remit payment as soon as possible as to not incur any further late fees as all valid late fee removal requests will need to be approved by the ***** of ********* in your Community.
  

  
  

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It has been well over a month now since applying an ARC request with Cedar Management Group, and I still have not been able to get in touch with a single person who can tell me anything about our request. I have explained many times that this matter is urgent, since our current deck was improperly constructed and and structural damage is being done to our house. I have been told that we should have had an answer by mail within 30 days, that we were being transferred to our community manager right before being hung up on, and cut off in the middle of chat sessions. No one can give me a direct line to our community manager or tell us anything of consequence. We received a call from the company on a Saturday after 8pm, unfortunately the phone only rang once and I received an automated message when I attempted to call back.

  Business response

  11/15/2023

  ******,

  According to our records your ARC request has been approved by the Board in your Community and you have received notification in writing of the approval.  ************* Manager was also able to speak with you on 11/10/23 regarding your concerns.  We have three phone calls received by you where you spoke with our support agents, but there was not a disconnect on any of these calls.  Our live chat was either outside of business hours or are agents were busy when you tried the live chat option as it came through as a message for us to return the inquiry on our end.

  Any further communication regarding this request will be communicated to you directly via your Community Manager.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our contract stated we were to get all our records upon termination. We have emailed and aksed several times and never got our general ledger in a spreadsheet format.We are required to do an audit and doing an audit without the general ledger makes the whole process 10x more expensive. We need this. They were also late 6 months in a row in getting our monthy statement to us. We would like a 100% refund of our termination/Trasnfer fee and also a partial refund for the 6 months of late fees and for them to pay for an audit since they still owe us $340 that they mistakenly sent to the wrong company. They have made so many mistake the contract states anything over 5% will make them pay for an audit.

  Business response

  11/06/2023

  *******,
  Regarding the general ledger, when we were informed that your association needed the general ledger in an accounting format and not PDF, we responded asking for clarification so that we could assist, but we did not receive a direct answer. Once we were able to get the clarification that we needed to proceed, we sent the documentation over in a timely manner. 
  As for the audit, your transition to your new management company was in progress at the time that we were informed of your yearly audit, so we were sure to include the board contact **************** on all communications between us and your new management company so that your association had everything it needed for the audit as soon as it was available. 
  Our records indicate that the monthly financial packets over the past 6 months were created well within the bounds laid out in the contract, so it has been concluded that no refund is due for any late fees. Additionally, we remained in constant communication throughout your transition, and provided everything that was requested in a timely manner, so the non-negotiable transition fee outlined in our contract will not be refunded either.
  As we have completed all outstanding requests, and we are no longer the management company for your association as of 8/1/23, please contact your new management company for any further assistance that you require. Thank you.
  
  

  Customer response

  11/06/2023

   
   I am rejecting this response because: every single response is a lie. I have attached documentation.
  #1. We still do not have a general ledger in a spreadsheet format. Our new management company ****************************** which is a sister company never gave us any general ledger that came from you. I've attached email requests that were repeatedly ignored. Or if they were responded to had the same incorrect pdf files sent over and over again. 
  #2. The contract states the monthly report will be sent by the 25th of the following month. I have several emails showing it was not sent by the time for months in a row. See attached png and contract terms. 
  #3. You didn't even address the $340 that is missing from our account because you mistakenly sent it as payment to the wrong vendor and still have not refunded us after multiple emails asking for it to be refunded. See attached emails.

  Please address these issue and repay us for the poor service you put us through for the last half of year when we went through 4 or 5 different managers and for the $340 you still owe us. The poor management resulting in your company not being able to open a cd account in a timely fashion which lead to us loosing about $1000 in interest. The sad part is the contract doesn't even require your company reps be signers on the CD account and it was for that reason that there was such a headache in getting the CD account open. 
  

   

  
  

  Business response

  11/10/2023

  *******,

  Please find attached the email documentation between Cedar and CSM providing the general ledger in excel format.  ******** was sent over on 09/29/2023.   While Cedar offers access to up to date financials 24/7 the finalized monthly financial management report was delivered late during the transition of managers and your transition from Cedar to a new management company.

  Cedar strives to make sure ************** are available and easy to view so despite having access to the financials through your Board portal we will refund $100 for the financial management reports that were delivered late.  The refund check for $340 has also been processed and will be deposited immediately upon receipt.

  Customer response

  11/14/2023

   
  I am rejecting this response because: Cedar has still not provided our *** with a general ledger in a spreadsheet format and it's offer to reimburse our *** only $100 for several months of bad service which resulted in the *** not investing $40,000 in 5% CD's resulted in approximate looses of $2000. In addition per the contract Cedar will pay for an audit when it's financial mistakes are over 5%. The $340  sent to the wrong company, and two previous issues: $100 for a paper storage box that was never bought, and the $499 for incorrect letters billing plus other documented email issues, meets this threshold. 

  Further more I would like the point out the email Cedar sent in it's last response proves our point exactly. The email clearly contains PDF files which are not editable or sortable by an auditor. I have repeatedly stated this issue! The auditor needs to be able to sort and confirm the data. having to retype thousands of entries will cost the *** an additional $1000 to $2000 in audit fees. Cedar has this data as part of it's software. It would literally take a few minutes to export a CSV file and email it to us, but for some reason this is not done. 

  This is what the contract states about the audit:

  If the Association requires an audit, the Association shall be required to pay all expenses related to the audit unless the audit reveals an overall discrepancy inexcess of five percent of the budgeted annual receipts or expenses (attributed to the gross negligence of Agent. In such event, the Agent will reimburse the Association for any additional audit expenses directly related to the discrepancy.

  I await a response with a much more meaningful amount to settle these issues.  Regards. *** President. 

  
  

  Business response

  11/16/2023

  *******,

  Per our last response, the documentation attached clearly reflects excel files being sent in addition to the PDFs.  Scrolling down on the email chain you will see the request for Excel files being met and sent over on 09/29/2023 to the Transitions Team at CSM.  Excel format is what was originally requested, your last response indicates that you would now prefer a *** file.  Please find attached the *** files in addition to the already sent Excel files for your convenience.  This is the last copy/version we will send to you as anyone knowledgeable can convert PDFs to excel files, and any excel file into a *** format.

  The claims of the $490 incorrect letter billing refund and the $100 refund for storage have already been deposited into the correct bank account.  These deposits took place on 01/24/23 and 08/02/2023, respectively.  These errors are well beneath the 5% threshold referenced in the Management Contract.

  The original application for the referenced investment account was filled out by the Board and the $40,000 check were cut in January as requested which is reflected on your financials.  Fidelity returned the application citing there was additional information needed and this delayed the opening of the account.  Weve also reviewed the historical rates and the interest rate was closer to 4.5% at that time.  Finally, Cedar is willing to refund $150.00 of  the interest lost considering that the delay was in part by Fidelity returning the application the board filled out, and not by an error by Cedar.
  

  
  

  Customer response

  11/17/2023

   
  I am rejecting this response because:
  $150 is not adequate refund for loss of CD income which would of been $40000x4.5% =$1800

   

  Your statement that we filled out the application is incorrect.    We would of been more than happy to fill it out but Cedar insisted that they had signature authority on the account even though our contract says that is only needed for operating accounts and not reserve accounts.   It was the fact that Cedar insisted they do the paperwork that caused this fiasco.

  I am typing this on my phone and do not see any attached files either.

  Never got the excel files.

  Pdf files cannot be easily transformed into excel files either! Ridiculous. 

  I will respond separately about the 5% audit threshold.   You say the amounts do not meet the threshold but they obviously do.

  Business response

  11/28/2023

  *******,

  Please be advised that we have sent over the Excel and CSV files to the entire Board via the *** Transitions Team, the attachments were in zip files and may not have been viewable on your phone. 

  In regard to converting PDF to excel files a simple ****** search can lead you to several free platforms, including Adobe, to accomplish this.  This is something our transitions team does quite regularly.

  The board asked for 4 laddering CD's of $10K to mature over the course of 2 years in 6 month intervals.  The request was made in early January 2023.  On 1/23/23, the average rate for a 6 month CD was ****%. The 9 month average was 2.5, 1 year average was ****, and the average 2 year was 2.49.   The very highest rates being given at that time were for individuals and not businesses or corporations.  Those highest rates were 6-4.21%, 12-4.51% and 24-4.31% - the 12 month was higher due to a promotion which is common.    Interest is not figured by multiplying 40K x ***** (4.5%).  See the attached screenshot for the correct calculation. Even if we assume the VERY HIGHEST possible interest rate for 3 months the association would have earned ****** in 3 months. Given that the Board wanted to ladder the CD's, the rate would not have been 4.5% for the entire 40K.Due to the matter of importance to the Board, Cedar is willing to offer $300 in good faith which is above the average as indicated in the math above.

  In regard to the 5% threshold, we would require proof that the audit completed reveals an overall discrepancy in excess of five percent of the budgeted annual receipts or expenses and that this was attributed to gross negligence by the Agent (Cedar Management Group).Attached please also find the fidelity application with your signature and date.  Your social security number is listed on the application, which clearly Cedar would not have access to.  The attached confirms that you filled out the application yourself along with other Board Members.

  Customer response

  11/30/2023

  Attached is the Fidelity application with several of your employees signatures and social security numbers. Your statement that I filled out the application and sent it in is now clearly a lie, just like the several lies that have been exposed via this BBB correspondence. Also attached is an email from your company stating your company sent in the application.

  Also attached is a Dec 2022 email to your tax department asking about the ramification of investing at 4.5% CD rate. This is the number that should be used to calculate losses on $40K, because those are our actual losses. Not your made up calculations. Anyone can find a lower CD rate. We choose Fidelity becuase it had the best corporate rate at the time. 

  Additionally the email "PROVING" you sent the excel files shows exactly the OPPOSITE. Did you even look at the To and From fields? The email shows it was sent from one Cedar employee to another and never sent to the board. You have wasted hours of my time and continue to lie about it. Your own email's prove you lied. 

  Your claim that we could of easily converted the data ourselves from the ***'s is just another lie. Show me the exact program and method to convert the *** you sent to get the exact data in the excel file you sent. Seriously every monthly *** is 50 to 100 pages long and you expect the BBB to believe that some magic program can easily take that document and transform it into a 3 page financial general ledger????
  It's insulting for you to even suggest this can be done. 

  Let me reassure you it will be cheaper for you to pay for the audit upfront than to make us "prove" that you were negligent. I will easily do so, just like I have done with every other lie you have come up with.

  Again we respectfully ask Cedar comply with our justified requests for compensation based on their failure to follow the contract. Our next board meeting is 12/5, we discuss all options including legal ones to remedy this situation. 

   

   

• Initial Complaint

  10/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In this complaint, the complaint is regarding a notice received by mail, sent on September 12, 2023. This notice was sent by collection attorney ****************** PLLC representing Cedar Management. The notice demands $341.50 in payment. Upon contacting Cedar Management and my agent, I was told that the $265.10 payment I made on September 1st covers my *************** for the year (until Sept 30th, 2023). Upon contacting Cedar Management and my agent, I was informed that the $265.10 payment I made on September 1st covers the *************** for the entire year (until Sept 30th, 2023). Following contact with Cedar Management, my account was deemed current after which I received a collection notice along with penalties and fees. I was told there was only a balance due from the builder that I had to pay. There are a few questions I have regarding their accounting and business practices.BACKGROUND I purchased my house at ************************************************************************* on September 1st, 2022. Cedar Management is the appointed HOA. By my agent's explanation, the $265 covers four quarters of ***************. My agent and Cedar Management told me $265.10 covered the first year's HOA fees. A $200.00 HOA fee was paid at closing for the first year until Sept 30th, 2023, $49.50 for Quarter 4, and $15.60 for Quarter 3 as prorated fees. October 1st, 2023, was my understanding of the beginning of HOA Quarter 3. In a letter, Cedar Management demanded I pay a balance they claimed the builders owed. My agent told me the closing fees would cover 4 quarters, and I called Cedar Management several times to clarify, and was told to disregard the notice received, that I have no balance in the recorded calls from March 30th and June 6th, 2023. During the month of August, I called Cedar Management and the representative explained that my HOA account will be transferred to my name because the ************ initially set up the account. Now, I am told that the fee was not a new account setup and that I owe for a yr

  Business response

  10/07/2023

  *******,

  
  Please be advised that upon the purchase of your home Cedar Management Group provided a closing statement to your Closing Attorney, ******** & Hammer, detailing the balance due on the account prior to closing.  Weve attached the closing statement to this response for your reference.  We received a payment at the time of closing in the amount of $198.00 which covered the cost of the previous balance due along with the quarterly dues for October, 2022 and a partial payment of the quarterly dues for ******** 2023.

  
  In June, 2023 you contacted our office and spoke to an agent who advised you of the current balance owed on the account as well as the payment received at closing that covered the previous owners outstanding balance.  During this call you were advised to speak with your closing attorney as it is their responsibility to collect any outstanding balances on an owners account at the time of closing.  At the time of this call in June, 2023 no additional payments had been made to cover the rest of the ************** and *************** dues.  Your account incurred late fees due to nonpayment, per your Associations governing documents.
  At this time your account is currently with the **************** of *********** and Love due to nonpayment of dues.  All future communications will need to be directed to the **************** where you can set up payment arrangements in order for your account to be released back to Cedar Management Groups system.
  

  
  

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cannot get this company to reply!!!They manage my HOA and have made several billing changes and won't answer my questions. They also won't reply to damage done to my property by maintenance.

  Business response

  08/30/2023

  *******,
  
  Please be advised that we have many copies of email correspondence between yourself and multiple different departments/individuals within Cedar.  There have been multiple attempts to help you resolve your billing questions, which stem back to the bank transition in November, 2022.  There were multiple instructional emails sent out to you regarding ************************* and a telephone number was even provided if you still had concerns with setting up an individual portal.
  
  All communications sent to Cedar by you have been answered within 48 hours.  The damage to your property was done by a Vendor and is not HOA responsibility.  You have been provided with the vendors contact information to follow up with them directly as the damage is purely their fault/responsibility.  Since this is an issue between the homeowner and a vendor the HOA/Management Company is unable to further assist with this matter.

  Customer response

  08/31/2023

   
  I am rejecting this response because:
  This information is not correct and I've asked several times for a member of management to call me to sort through the issues.

   

  If you've read the emails you know I have NOT been provided with the vendor AND that I've requested at least 5 times a time to schedule a call and nobody will reply.

  Business response

  09/06/2023

  *******,

  Please be advised that the Community Manager is meeting with the full ***** of ********* on September 13th to discuss any open action items.  ************* Manager also called and spoke with you today and has scheduled a follow up call with you on September 11th.As of this time we are showing all of your questions and concerns have been answered via email and/or via phone.

*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. ↩