Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good evening, BBB my name is ******** ******, and I live in ************* in *********. The purpose for this contact is regarding an email I received from (******* ******) a board member. On 12/3/24 I was informed that Me and my family wasn't welcome unless someone cancel, due to the space only hold 100 ********* a paying member of this HOA, I am deeply disappointed to learn I am on a waiting list for the annual holiday party. This event, funded by our monthly fees, is a right for all members, not an exclusive privilege. Being denied immediate access to something I contribute to is unacceptable. It reflects poor planning and prioritization on the part of the association. Should this exclusion continue, I will have no choice but to formally address the issue with fellow residents and escalate the matter to demand transparency and fairness. This community deserves better and saying no space is not reasonable. Can you give me a better understanding and a different option? I look forward to hearing from you regarding this matter.Thanks

  Business response

  12/10/2024

   

  To Whom it May Concern:

  We are writing in response to the complaint filed by ******** ****** regarding his concerns related the holiday event hosted by the Cardinal Lakes Homeowners Association (HOA). We would like to clarify the facts, address the homeowners concerns, and explain our position with respect to his requests.

  First and foremost, the homeowner has sent the same correspondence filed with the BBB to no fewer than 8 different members of our staff, including all 4 members of our senior leadership team and the associations community manager. In our attempts to address his concerns, we have provided a comprehensive response on multiple occasions. These responses have included direct communication from the community manager, the ********** and our President. Despite these repeated efforts to explain the situation, the homeowner continues to request actions that fall outside of the scope of the management companys responsibilities.

  The core issue stems from the homeowners desire to attend the holiday party at a venue with a strict capacity limit of 100 people, due to fire code and safety regulations. This was made clear prior to the annual meeting, during which the events attendance constraints were discussed. Unfortunately, the homeowner was not present at the meeting, and did not sign up for the event by the designated deadline. As a result, his family was placed at the bottom of the waitlist.
  
  To address this concern, the President of CAS provided the following explanation on December 4th and again on December 5th:
  - The event was limited by the venues capacity of 100 people, which was clearly communicated to residents beforehand.
  - A sign-up deadline was set by the ********* to ensure the event could be properly managed within these constraints. The homeowner missed this deadline by one day, placing him on the waitlist.
  - The sign-up process was handled on a first-come, first-served basis, and no one was selected outside of this order.
  - If cancellations occur, the waitlisted residents will be accommodated as space allows, but no additional spaces will be made available beyond the established capacity limit.
  

  The above information was also communitcated to Mr. ****** via telephone by the community manager, prior to his correspondence with CAS ****************** This information was also confirmed via email to Mr. ******* again on December 9th from the community manager, when he again inquired about this issue with her again, after submitting this complaint to the BBB.

  
  HOA Assessment Refund Request
  
  In addition to seeking access to the holiday event, the homeowner appears to have requested a refund of one months HOA assessments in this complaint. Via this complaint is the first time Mr. ****** has mentioned the request of a refund of the association assessments. In our dozen or so emails from him, he has never requested a refund from CAS on behalf of the Cardinal Lake HOA. That being said, this is not a reasonable request. The costs associated with this event are a shared expense among all homeowners, and the homeowner's assessments contribute toward the overall operational costs of the community. The cost of the holiday event itself represents only a small fraction of the total HOA budget and assessments. A single months assessment covers many different services and expenses within the community, not just event-related costs.
  
  The holiday party is a voluntary, optional community event, and the ********** not CAS, is responsible for the planning and funding of such events. The assessments paid by homeowners fund the ongoing maintenance and operation of the community as a whole, including essential services, infrastructure, and shared amenities. Given that the event costs are a small, collective expense, and that the homeowners inability to attend was due to missing the events deadline, we do not believe it is reasonable to request a refund of assessments for this situation.
  
  Management Role and HOA Decision-Making
  
  It is important to note that CAS is responsible for managing the day-to-day operations of the community, but the ********* makes all decisions related to events and other community matters. We have communicated this to the homeowner multiple times, both verbally and in writing. CAS does not have the authority to make exceptions to event registration, set event policies, or offer refunds for community activities. The homeowner has been informed that his concerns have been relayed to the ********* for their consideration in future events.
  
  Conclusion
  
  We understand the homeowners frustration and appreciate that he has expressed his concerns. However, as we have explained on multiple occasions, the decisions regarding this eventincluding the capacity limit, sign-up deadline, and waitlist processare determined by the ********** not CAS. Additionally, his request for a refund of one months HOA assessments is not reasonable, as the event costs are a very minor, and frankly inconsequential part of the overall HOA budget, and his inability to attend was due to missing the event deadline.

  As previously communicated, we encourage the homeowner to address any further concerns directly with the ********** as they have full oversight of the communitys events and policies.

  
  Thank you for your attention to this matter.

  Customer response

  12/11/2024

   
  Complaint: 22650123
  
  I am rejecting this response because: The Homeowners' Association's (***) response to concerns raised about their handling of community funds is deeply troubling and indicative of an attempt to cover up mismanagement. The crux of the matter lies in their failure to address the core issue transparently. Their claim that there was "not enough space," despite my compliance with all deadlines, contradicts their own communication history and points to potential impropriety.
  Throughout my interactions with the **** there was no mention of unmet deadlines or procedural lapses on my part. In fact, I ensured adherence to all stated requirements, demonstrating my commitment to the process. The sudden introduction of "not enough space" as a justification appears not only arbitrary but also strategically designed to divert attention from the real issue: the potential mismanagement of community funds.
  

  This lack of transparency erodes trust between the *** and its members. As a governing body responsible for managing shared resources, the *** must operate with accountability and integrity. Their failure to do so warrants not only skepticism but also demands corrective measures. Compensation for the inconvenience and oversight is a fair expectation. Without such a remedy, I reserve the right to pursue legal action to ensure justice and accountability.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a member of an HOA that is managed by CAS. When I have an account balance, ********************** sends a letter saying here is the account balance of x, and that it may include late fees. From the letter I can not tell what the amount is for, am I not paying the correct amount, am I paying late, is it late fees on late fees. It also is not clear what amount I need to pay by x date to not have a balance from a late fee incurred between when the letter is sent and when my payment is received. I believe the letters are not proper bills and are deceptive. CAS should be required to send a bill saying this amount is due by x date or there will be additional late fees.

  Business response

  02/21/2024

  BBB Response ************
  Complaint ID: ********
  
  Community Association Services, *** (CAS). is the management company for the Lake **************** Homeowners Association. The individual filing this complaint is a current property owner in that Association. CAS does administrate the processes for the billing and collection of the Associations assessments at the direction of the Associations ***** of ****************************** Associations assessment rate was $75.00 in 2021. That assessment rate increased to $80.00 per month in 2022. That assessment rate increased to $85.00 per month in 2023, and the rate increased again in $93.00 per month. This owner has been paying $75.00 per month since ******************************************************************************* assessments that she was notified of.  The owner appears to have understood that there was a shortage on his account at various points during this time frame, because he would submit supplementary payments to make up the difference. 
  
  Over two years of insufficient payments this owner has received seven (7) notices indicated the outstanding balance owed to the association. Throughout the receipt of those letters the owner has never contacted CAS to question the fees or request a statement of their account. 
  
  Furthermore, the owner was mailed a copy of the 2022 budget in November 2021, which denoted the assessment increase from 2021 to 2022. They were also mailed a copy of the 2023 budget in November 2022, which denoted the assessment increase from 2022 to 2023. Additionally, she was mailed notices noting the assessment increases in both 2022 and 2023. The owner was given sufficient notice and information regarding the assessment increases. All of the aforementioned correspondence included CASs phone number and had the owner read any one of those letters, they would have had the opportunity to speak with a member of our *************************** to request a statement of their account, if they had questions or concerns regarding the balances owed as cited in these letters.
  
  In the complaint the owner claims these letters are not proper bills and that is correct. The letter that the owner is referring to is a late notice. CAS collection procedures have been vetted by attorneys who are well versed in HOA and debt collection law. We will always ensure that we are pursuing delinquencies in a responsible and legal manner. The owner was provided with a statement notifying them of the 2024 annual assessment via **** mail in early December 2023. We sent that letter to owners, at the direction of the ***** of ********** on December 5, 2023. 
  
  We appreciate the owners frustration and confusion between the Courtesy Notice notifying them of the outstanding balance on their account, and a bill or invoice. However, the owner is mistaken in referring to the seven (7) Courtesy Notice he has received since 2022 as bills. This correspondence is a notice of a late payment, it is not a bill. The notice of the annual assessment was sent to the owner in accordance with the law as described above. 
  
  Additionally, when the owner finally reached out to CAS **************************** they continuously interrupted our staff and refused to allow them to explain the situation and help them understand the how they were notified of the assessment, and how we can provide them with a statement of their account. 
  
  In summary, CAS and the complainants community association has provided "official bills" and more than sufficient notice to the owner regarding both the initial increase to the monthly assessment rates in 2022, 2023, 2024 as well as numerous attempts to make the owner aware of the payment error and to update his payment information and bring his account current. All our correspondence was mailed to the owners address and those notices included all our contact information and encouraged the owner to contact us to resolve this issue. For whatever reason, the owner, did not contact us regarding this matter until February 8, 2024, after this issue persisted for over two years on February 8, 2024. We will be glad to provide the owner a statement of their account, all they need to do is contact our office and submit that request. 
  
  CAS has, and will continue to, communicate with all current property owners in this community regarding any assessment increases, and we will continue to abide by state and federal statues related to fair debt collection procedures to ensure that the communities that we serve stay in compliance with the law. 

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We live in an *** community and are having major problems getting the *** representatives to respond to our communications about problems at our town home. We need timely information on some home repair projects.

  Business response

  02/20/2024

  BBB Response ********************
  Complaint ID: ********
  
  
  Community Association Services, *** (CAS). is the management company for the ************ Heights Homeowners Association. The individual filing this complaint is a current property owner in that Association. CAS does facilitate exterior maintenance needs and repairs, as legally required by the ************ Heights Declarations of Covenants and as authorized and approved by the ************ Heights ***** of ************************** January 12th the owners contacted the associations Community Manager with various questions regarding maintenance of the common elements. It is acknowledged that this email was not promptly responded to. CAS does apologize for this oversight, and we have addressed this with the community manager. 
  The owner sent a follow-up email on Friday, February 2, 2024, at 7:02pm. CAS regular business hours are Monday through Friday, 9am to 5pm. The owners called a left the community manager a sharply worded voicemail on Wednesday, February 7th on or around 10am. Their complaint was filed with BBB on Wednesday, February 7th at or around 1:55pm. The Community Manager for the association responded to the owners via email at 1:07pm. 
  
  In that email on February 7th the community manager apologized for his delay in response and advised the owners that he was waiting to have more information and clearer directives from the ***** of ********* before responding to them. Nonetheless, the community manager went on to advise the owner of the status of all of the items cited by the owner in their correspondence from January 12th. 
  While we certainly appreciate the frustration regarding the delay in response (and again, we have taken steps to address that with the community manager), it is apparent that the complaints request for communication has been complied with, and in fact, was complied with prior to their official submission of this complaint with the Better Business Bureau.
  Based on the above we believe the matter to be resolved at this time. 

  Customer response

  03/13/2024

   
  Complaint: 21260117
  
  I am rejecting this response because:

  We live in a townhome community under the supervision of CAS- ************ Heights in ******. We have been trying to get answers from Wink (our contact) and the board about a serious drainage issue at our home. We had foundation problems back in October (repairs by **************** systems at $10,000). We have been waiting for the home owners association to let us know if they plan to cover installation of a drainage system to not continue to compromise the foundation of our home. We keep getting...it is under review or the board is still working on this. Is there other legal action we can take to save our home? Thank you for your investigation into this issue.

  Sincerely,
  

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

  Business response

  03/15/2024

  Community Association Services, *** (CAS). is the management company for the ************ Heights Homeowners Association. The individual filing this complaint is a current property owner in that Association. As noted in our previous response CAS does facilitate exterior maintenance needs and repairs, as legally required by the ************ Heights Declarations of Covenants and as authorized and approved by the ************ Heights ***** of ***************************** on the customers response, we feel it is important to stress that CAS is not the legally empowered entity to make the decisions that the customer is seeking. ********************** is a contracted agent of the Association, and we serve at the pleasure of the duly elected ***** of ********* for the customers community as provided by in the Associations legal documents and ************** General Statues. 
  
  While we appreciate that the owner has been awaiting a response, the ***** of ********* have a fiduciary responsibility to investigate the customers request, which in this specific instance can include, but is not limited to, a review of the issue at hand by a contractor, obtaining multiple bids for any repair work that is legally determined to be the Associations responsibility to address, and a legal review to determine to what extent, if any, the Association is responsible for the repair request that the customer has submitted to the *********************** ***** of ********* for considerations. 
  
  CAS responsibility in this process is to facilitate of the due diligence as indicated above. We work with the ***** to obtain any bids or services they request to obtain for the review of the customers request. It is not CAS responsibility, nor are we legally able to, compel or require the ***** to make a decision in any specific timeframe.
  
  CAS has not failed to take any action regarding this customers concern. The community manager assigned to this property has provided the ***** of ********* with the customers request, as well as any additional information the customer initially provided. From there the manager has stayed in contact with the ***** of ********* to process and facilitate all requests related to their investigation of this request. We can confirm that even this week the community manager has been engaged with the ***** of ********* regarding the way forward regarding the owners concern. 
  
  Additionally, the manager has stayed in contact customer with whatever updates the manager may have, albeit not as frequently as it would seem to be their preference. As we documented in our initial response, as an example, the customer sent the manager follow-up email on Friday, February 2, 2024, at 7:02pm. CAS regular business hours are Monday through Friday, 9am to 5pm. The owners called a left the community manager a sharply worded voicemail on Wednesday, February 7th on or around 10am. Their complaint was filed with BBB on Wednesday, February 7th at or around 1:55pm.
  
  Similarly, in an email on March 7th the customer acknowledged that the ***** was reviewing their request. The without any other attempts to contact the manager or CAS the customer then filled this response with the BBB on March 13th at 12:27pm, and then, the same day, contacted CAS President by phone at 12:43pm. CAS President returned the customers phone call on or about 1:57pm. CAS President spoke with the customer and attempted to explain that ********************** is not responsible for providing the decision and resolution that the customer was seeking, but that we were working with the ***** as they research their request. The customer asked ********************** President something to the effect of: cant you make them make a decision? to which CAS President again reiterated that we cannot, and that we are only agents of the directives given to us by the ***** of ********* and that we have no legal mechanism to require the ***** to make a decision. The owner then threatened legal action, and said, Ill just [sic] file a complaint with the Better Business Bureau and terminated the call. We believe it should be documented that this customer issued this statement, even though the customer had already submitted this claim even before the customer attempted to contact ********************** President, based on the timeline as ascribed above. CAS Presidents comments are in line with the information that has been provided to the customer by the ********************** manager. 
  
  Once more, we appreciate that the customer is frustrated by the accurate response from the manager of it is under review, but that is the reality of the situation. The ***** of ********* are aware of the customers concerns and are fulfilling their fiduciary responsibility to the entire community to research this matter thoroughly. The community manager has been responsive, and again while we can respect the frustration it may cause, CAS cannot act or make decisions on behalf of the ***** of ********* or the Association, as has been explained to the customer several times. 
  
  In summary, CAS does not have the legal authority to issue the decision that the customer is seeking. That legal authority is with the customers duly elected ***** of ********* of their community association. While we have made every attempt to explain this process to the customer, they continue to ascribe the time frame for the review of their request, with some sort of assumption that it is indicative that CAS is not meeting our responsibilities and obligations when that couldnt be further from the truth. It remains apparent that the complaints request for communication has been complied with. 
  
  Based on the above we believe the matter to be resolved at this time, as we have remained in communication with the customer and legally ********************** cannot take the action for resolution they are seeking, but that we actively pursuing their concerns with the ***** of ********* within the scope of our legal responsibilities and working to have their concerns addressed. 

  Customer response

  03/19/2024

   
  Complaint: 21260117
  
  I am rejecting this response because:  I made the CAS agent, Wink, aware of our foundation issues back in October.  He kept informing us that he was working with the *** for our development.  When I approached the board, I was told they had no knowledge of my issues and that **** had been lying about the situation.  I was told by the board that the *** pays CAS $27,000 a year to field these questions and problems.  Not sure why they are taking no responsibility.  
  
  Sincerely,
  
  *******************************

  Business response

  03/28/2024

  CAS cannot verify what conversations the customer may or may not have had with the ***** of ********** nor can we speak to why the customer is even making this claim when we have email documentation of our manager relaying this information to the ***** of ********* and pursuing it over the last several months. 
  
  CAS finds the customers comment that our manager had been lying to be demonstrably false. Again, CAS has written email correspondence where the ***** had been notified of this issue and subsequently correspondence from the ***** with directives, they issued to him to pursue additional questions regarding the customers request. I cannot speak to where the customer has obtained this information, but it is inaccurate, and we find it an insulting use of the Better Business Bureau to levy such erroneous and frankly libelous complaints that can be disproven. 
  
  Furthermore, the ***** has been aware of this issue for an extended period of time as documented by their actions to retain legal counsel to determine their legal obligations to the customers requests. This is represented in the *****s meeting minutes, which were provided to the customer on Friday, March 22, 2024. A full 3 business days prior to the issuance of this response. 
  
  The correspondence and minutes provided to the owners on March 22, 2024, are in sync with all of the communication that the customer has been provided up to this point: That their concern and documentation issue had been submitted to the ***** by the CAS manager and was under their thorough and full review. Following the completion of that review the customer was issued the *****s decision, again by the CAS manager. There is no other action CAS can take other than providing the board with the information provided to us by the customer, and then following their directives and communicating their decisions to the impacted parties. We have attached the ***** meeting minutes that were provided to the customer on March 22nd, along with the email from the manager to the customer providing them with this information. This matter has been resolved by the ***** of *********. 
  
  We will be glad to provide the BBB with additional documentation if needed to verify the false nature of these claims and to close this matter once and for all.
  
  In closing, despite the owners repeated, and frankly unfounded claims that CAS has not been responsible in our handling of this matter, we have documented correspondence that disproves these claims. We have attempted to communicate to this customer numerous times that ********************** responsibility is to provide information to the board and from there they issue their decisions and directives, which is exactly what we have done in this matter, as demonstrated by the attached documentation, and decision issued by the ***** of ********* to this customer. 

  Customer response

  03/31/2024

   
  Complaint: 21260117
  
  I am rejecting this response because:  I want to be clear that is was a board member - ************************* that said your **** ***** had been lying to the board.  You can speak to him about that.  Now that we FINALLY have a decision (again been waiting since October) we are moving ahead with our drain installation.  Again, ****************** indicated that the board was leaning toward payment, but I understand that Wink and the CAS has the plot info and I feel that he swayed the board because of our report to the BBB.

  Also, I know that roof repairs are coming up for our development.  Since you noted that money had to be kept aside for lawyers, I want to be sure that any costs associated with our roof repairs will be equal to our neighbors and that you do not retaliate and raise our costs because I filed a claim against your company.  I want your word in writing that this will not happen and that any other costs for our dues or other repairs will not be influence by retaliation.  I do not trust your communication to anyone but the BBB.

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

• Initial Complaint

  08/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The *** raised our monthly payments in January from $160 to $185 per month. I have owned a home in this community at Fallon Grove for three years and have always been set up on autodraft. Every single month I got an email saying 'Thank you for your payment' not being aware that they were not autodrafting enough. There was never any emails or calls saying 'hey just so you know...' so then in August a get a letter from an attorney stating that CAS and the *** are putting a lien on my home for roughly $900 dollars because I have failed to pay the extra 20 dollars a month. I had no idea that there was any issues. They did not contact me. I have been dealing with ******************************* who is our property manager who basically told me she could not talk to me. So then I tried to speak with ******************* who is supposedly their Vice President of Community Relationships. She chewed me out saying CAS had met the bare minimum of Fair Credit laws by sending one letter in the mail and then hung up on. If there was actually a letter it certainly wasn't certified mail and there is no proof that I got it. I was blown away by how rude she was. Then when I called the lawyer, *********************, he said I'm just the debt collector not much I can do. So now I'm stuck with an *** who is not treating me as a client, and lawyer who is putting a lien on my house. All when I would have easily paid the correct amount had I known. This is an example of an *** doing the bare minimum and flying under the radar because the people they are abusing can't even get ahold them.

  Business response

  09/12/2023

  BBB Response **************

  
  Complaint ID: ********

  
  Community Association Services, *** (CAS). is the management company for the Grove at Fallon Park HOA. The individual filing this complaint is a current property owner in that Association. CAS does administrate the processes for the collection of the Associations assessments at the direction of the Associations ***** of **********  
  This Associations assessment rate was $165.00 in 2021. That assessment rate increased to $180.00 per month in 2022. That assessment rate increased to $198.00 per month in 2023. This owner has been paying $165.00 per month since ******************************************************************************* assessments that she was notified of. Subsequently, after two years of insufficient payments, and failure to reply to numerous notices attempting to notify the owner of the outstanding balance owed to the Association, the owners account was turned over to an attorney for additional collection proceedings. It was only at this point did the owner even attempt to engage the Association and CAS to resolve this matter.
  Furthermore, we vehemently dispute the consumers claim that we did not contact [her]. The owner was mailed a copy of the 2022 budget in November 2021, which denoted the assessment increase from 2021 to 2022. She was also mailed a copy of the 2023 budget in November 2022, which denoted the assessment increase from 2022 to 2023. Additionally, she was mailed notices noting the assessment increases in both 2022 and 2023. The owner was given sufficient notice and information regarding the assessment increases.
  
  Beyond that, once the account was delinquent, CAS sent the owner 16 letters between January 2022 and July 2023 attempting to notify her of the balance on her account due to the owners failure to update their payment information to reflect the assessment increases. Everyone one of those letters included CASs phone number and had the owner read any one of those letters, she would have had the opportunity to speak with a member of our *************************** to have this matter resolved.No community association is required to send out correspondence via certified mail. That is an additional expense for the association, and there is no legal requirement to send letters out in that manner.
  It is important to note here that while late fees and other fees have accrued on the account, the core of the balance owed is due to the owner not paying the full assessment amount since January 2022. The owner is legally responsible for paying the full assessment amount as provided in the Associations legal documents.

  In the complaint the owner claims that we did not attempt to call or email her, and that is correct. We only provide owners with written,and **** mailed notice of their accounts, to ensure that we are pursuing collections with the state and federal statues related to debt collection. CAScollection procedures have been vetted by attorneys who are well versed in HOA and debt collection law. We will always ensure that we are pursuing delinquencies in a responsible and legal manner.
  While we appreciate the owners frustration and note that her conversations with our team members may not have been pleasant, we would note that the owners tone and tenor in these conversations was not altogether kind either. The owner berated the manager and made unreasonable demands from our staff,such as for the complete removal of all the unpaid assessments. That is just not something we have the legal authority to do, and the owner became more aggressive when members of our team attempted to explain that to her. We also dispute the claim that the member of our senior management team hung up on the owner,rather it was the homeowner who abruptly terminated the call when we advised that they have to contact the attorney to resolve this matter.

  We would note that in our conversations, the owner admitted to both the community manager and the member of the senior management team that she spoke with that she probably just threw away all of the letters you sent if they just looked like anything else you send out. So again, while we appreciate that this is a frustration situation, by her own admission the owner has stated that she ignored the numerous attempts we made to notify her of the debt that she owed to her Association.
  
  In summary, CAS and the complainants Community Association provided more than sufficient notice to the owner regarding both the initial increase to the monthly assessment rates in 2022 and 2023, as well and numerous attempts to make the owner aware of the payment error and to update her payment information and bring her account current. It was only once her account was turned over to an attorney for collections did, she engage with us at all. All our correspondence was mailed to the owners address and those notices included all our contact information and encouraged the owner to contact us to resolve this issue. For whatever reason,the owner, by her own admission, did not open or read that correspondence. At this point, she will need to work with the associations attorney to set up a payment plan and/or otherwise pay off the balance owned to the Association.

  CAS has, and will continue to, communicate with all current property owners in this community regarding any assessment increases, and we will continue to abide by state and federal statues related to fair debt collection procedures to ensure that the communities that we serve stay in compliance with the law. 

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own Unit 411 in **************** building in ******* **. ******************************************. 2 weeks ago water from my upstairs neighbor came through my ceilings and rendered my one of my bedrooms and bathrooms unusable. Since then, I am unable to live in my home and I am getting no answers from CASNC who runs our HOA as to when my condo will be repaired.

  Business response

  05/26/2023

  
  Complaint ID: ********

  Community Association Services, Inc. is the association management company for this community. The Community Manager assigned to this community has been on-top of this work order since the water intrusion issue from a neighboring unit initially occurred originated May 4, 2023. The consumer is a homeowner in a condominium association we manage, who was recently impacted by a water intrusion issue from a neighboring unit.

  As the management company, we take our directives from the ***** of Directors.The ***** of Directors for this community is fully aware of this situation and the manager is keeping them updated on any developments.
  
  The Manager was in contact with this homeowner within 30 minutes following the initial report of the water issue, and in that window of time had the water turned off to prevent further damage, and promptly contacted a mitigation services contractor for the impacted units. The mitigation service contractor left the commercial fans and drying equipment in the owners until May 9th. The first step for any of the repair process was properly mitigating and addressing the water in the unit.
  
  The homeowner contacts the manager via email on May 9th, and the manager replied to him that same day. In that correspondence the manager advised the homeowner that he had been in contact with the neighboring units insurance company to address the repair needs, and that he would be in contact with you once he had more information from the insurance adjusters.
  The homeowner contacted the manager again on May 11th, via email and replied to his email on May 11th. In that correspondence the manager again communicated to the that the involved insurance companies are handling the claim for the damages and repairs and that repairs cannot proceed until the insurance companies have determined who is responsible for the damages.
  The homeowner spoke with the manager just a few hours before submitting this complaint (on May 16th), wherein the manager updated him on the status, and was told that we are working with the insurance companies on his behalf to push the process along. Nonetheless, the homeowner escalated his concerns to the CAS ***************** team at 11am on May 16th, however before we could contact them, they filed this complaint at 11:55am on May 16th.
  
  The community manager contacted the homeowner on May 18th to advise that the insurance adjuster had contacted him and was tentatively scheduled to complete his inspection on May 22nd. The manager provided the owner with the name and phone number of the insurance adjuster, and verify that the adjuster was the agent from the neighboring unit owner's insurance company.
  
  The homeowner contacted the manager again on May 23rd. The manager reached out to the insurance adjuster, again on the owner's behalf, the same day. The manager followed ** with the homeowner on May 23rd via email, advising that the adjuster had not received authorization from the neighboring tenant for permission to enter the unit. The manager communicated to the homeowner that the adjuster would be in contact with him for the inspection of his unit, as soon as he had the necessary authorization from the neighboring tenant. All of this was communicated to the owner within 3 hours of the email he sent to the manager on May 23rd. The owner has continued to contact the manager daily, and the manager has always promptly responded to his correspondence.
  
  We dispute the claim that the owner is getting no answers from CASNC. The Manager has advised the owner on multiple occasions, as noted above, both over the phone and in written correspondence that the repairs will be completed once the insurance companies have completed their review and assessment.Furthermore, the homeowner has indicated that they are not willing to engage their insurance company to help mitigate the damages and costs for displacement, or advocate on his behalf in the claim process. Regardless, the Manager has stayed in communication with the insurance adjusters and will provide the owners with additional information as soon as it is available. This has been communicated to the owner several times.
  
  While we understand the frustration involved with being displaced due to an issue such as this, CAS is not the reason that the repairs have not been completed, and our staff have done their best to keep the owner updated on the process and status of repairs. Once the insurance companies have completed the review and the work they must do to process the claim then the next steps regarding remediation of the damage can be considered. We will continue to communicate with the homeowner regarding this matter, just as we have done since this issue was first brought to our attention, but the we cannot control the speed with which the insurance companies are handling this matter.  

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been in contact with ******* **********, Community Manager- horrible communication- it takes DAYS for one simple answer. I have tried to resolved this issues for months now. There is a lot issues with this community since we bought the condo we are peaceful trying to resolve all the issues. We pay monthly $264.82 and I don't see any improvements. Community is falling a part, The people that live there they said HOA is a slackers and don't take care of the place. They don't have meetings. there is no communication- We have been asking for a ZOOM meeting several times and just got cold shoulder. The grass on my backyard is the size of the amazon forest, There is a hole in front of my condo that the neighbor and I , We saw a RAT! I'm disgusted and terrified - couples months ago there was a broken pipe. Which they said they changed all the pipes. Which Caused a flood in the front yard. subsequent we had issue with the water. Please help me to get this resolved. pics are attached. Thank you!

  Business response

  09/23/2022

  Community Association Services, Inc. is the management company for the community.  We act as the agent for the Board of Directors who set the dues, adopt the budget and make the decisions.  The Association holds an annual meeting as required by state law.  That meeting was held this week.  That is an opportunity for homeowners to raise concerns with the Board.  Our manager also forwards homeowner concerns regularly to the Board.

   

  We have reviewed the various emails received from the homeowner and complaints raised since April.  An email sent on April 19^th at 10:13 p.m. was responded to on April 21 at 2:12 p.m.  An email sent April 21 at 10:48 p.m. was answered on April 22 at 11:24 a.m.  An email on May 11 at 9:17 p.m. was answered on May 12 at 5:35 p.m.  On June 2 the homeowner was advised the bids for the work she had requested were higher than expected and the association’s budget did not permit the work being done at this time.  One June 9 at 9:02 a.m. the homeowner expressed their dissatisfaction with the response and asked where does the money go.  On June 9 at 5:52 p.m. association financial reports were provided.  On June 9 at 6:02 p.m. the homeowner asked when  the annual meeting would be and she was advised in September.  On July 6 the homeowner again asked when her door would be repaired.  The repairs were completed in early September at a cost of $1,669.58.  A copy of the invoice is attached.  Landscaping work around the home was also approved by the Board and done in mid-September.  The Annual Meeting of the Association was held this week.

   

  We certainly disagree that communication from Community Association Services was “horrible”.  Indeed, we believe it was timely and courteous.  Once sufficient funds were available to the Association the Board of Directors approved the repair and the homeowner’s door was replaced and landscaping work was done as well. 

  Customer response

  09/23/2022

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

*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. ↩