ComplaintsforCEPCO

• Initial Complaint

  09/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company gave false fine, then false written notice of hearing. When contacted, stated the fine would be stayed until next hearing date but then proceeded to bill me and added an additional fine for late payment.

  

  Business response

  09/18/2023

  Hello

  In response to the complaint received from Complainant:

  1 . Resident was sent a notice on 5/31/23 for her grass needing to be cut (please note this is not the owner of the home but their daughter).
  

  2. Resident received a hearing opportunity letter which was sent on 7/12/23.
  
  Resident called and asked for a hearing on  7/19/23. The Property Manager (**), responded to her via phone and email that her hearing date was to be 8/15/23. Our compliance clerk that normally attends these compliance meetings was out at the time however, the ** ccd her and the Compliance Chair for this community on the email. In his response he asked to please let him know if his information to Resident was incorrect to which no one responded. It was later determined that the information he gave her about her hearing was incorrect as the hearing was a week before on 8/8/23. The ** received an email from the Resident on 8/14/23 and responded to her apologizing for the mistake as she received a fine from the hearing committee but never had her hearing opportunity. The ** told her he would contact the board and make them aware of this mistake. It was determined that in the meantime her fine would be put on hold until she could meet for the September Hearing which took place on the 12th in which she attended and was fined $25 by the hearing committee. All she should owe is $25 however, her account balance was showing $45  which included a $20 late fee which has now been removed. 

  The ** emailed the Resident the below this morning and she stated she would be in the office today to pay the $25.

  "I hope you are having a fantastic Monday morning. Some updates for you on your account.I see there is a $20 late fee that was not taken off when we put the account on hold for you to attend the hearing, we will have that removed so no issues there. I am sorry that the hold did not come off and we didnt catch that but easy correction for us on our end. We still have the $25 on your account for the fine that was placed by the hearing committee. As you may or may not know we can not remove that fine as it would be up to the board. If you have anything else you would like to discuss please let us know."

  Unfortunately, this all happened due to an honest mistake on the hearing date.  

  Thank you, 

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

  CEPCO Management

   

  Customer response

  09/18/2023

   
  Complaint: 20613826
  
  I am rejecting this response because false statements were made and the issue is not resolved. I own the property. The fine was not sent on the date described. They charged me a late fee on purposefully and fraudulently. I cannot trust their emails due to continued lies. The issue is ongoing with lies and specific targeting for fines.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 8, 2022 CEPCO made arrangements to replace a section of sidewalk on ***** **** ****** a part of my CEPCO managed community. Without my knowledge or consent approx. 5' x 15' section of broken concrete sidewalk was dumped on my front lawn and left there for 4 days. On July 11 CEPCO finally sent a crew out to remove the concrete that was thrown on my front lawn. In the removal process the concrete was cut into smaller pieces using a high speed saw that covered my front windows, house, lawn, trees and shrubs with concrete dust. The larger pieces were driven into my lawn by men hitting the concrete chunks with a sledgehammer. These actions caused significant damage to my lawn and contaminated my soil with concrete dust. The concrete dust has entered my home and garage. Several phone calls and numerous emails to CEPCO (Janet C*****, Randy N*****, Cindy N*****) have failed to yield any repairs to my lawn as of today, July 19, 2022.

  

  Business response

  09/07/2022

  Business Response /* (1000, 5, 2022/07/20) */ The owner filed a complaint with the HOA and CEPCO to repair the concrete in front of his house. HOA hired Vendor to do the work. The owner was informed that the Vendor would be doing the work. CEPCO was not told when the work would be done until the Vendor arrived to do the work (CEPCO assumes that vetted contractors will use all caution and best practices). Consent by an owner to an HOA-hired vendor is not needed. Work was done, but the owner was not happy with the way it was done, the vendor apologized in person and said he would take care of it and re-sod the part of the lawn that was damaged. Vendor was in touch with Owner for days, as was a member of the Board assuring the owner that the work would be done to his satisfaction. The Owner agreed and then went into wanting more work done than was necessary, explaining (not to CEPCO) but to Vendor, that other items were damaged. The Vendor has pictures of before, during, and after. At no time did the owner suggest there was dust in his home and garage. The owner asked for vendor's insurance, received it from Vendor, and has since filed a claim against the vendor's insurance company. The vendor will no longer speak to the owner directly and has handed this case to his attorney. HOA Manager spoke with vendor this morning and his insurance company is handling it along with his attorney. The claim against CEPCO is unfounded and highly irregular. We have been in touch with owner since this happened, and the Vendor was willing to assist all along the way until the Owner became abusive with the vendor. The case is with the insurance company for the Vendor, and the attorney for the vendor. CEPCO is not involved with the vendor's claim. Consumer Response /* (3000, 7, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Neither the vendor, CEPCO or the ******* HOA Board of Directors have provided any help in any way toward resolving the issue of damage done to the homeowners property. The homeowner was never at any time informed large chunks of concrete were going to be dumped on their front lawn and would be left there for four (4) days. CEPCO falsely claims homeowner was not happy with the work that was done. The homeowner was in fact NOT HAPPY WITH CEPCO for their lack of communication, planning and guidance given to the vendor to ensure there was no damage to the homeowners property. CEPCO has RESPONSIBILITY to the homeowners it serves that their work would be performed in a clean, safe manner. This was NOT an accident. CEPCO and the vendor started this job knowing the concrete would damage the homeowners lawn. CEPCO was negligent and careless by not requiring the vendor to have a clean safe, method (bin, dumpster or truck) to remove the concrete rubble from the job site from the inception. The vendor did NOT provide any insurance information to the homeowner, contrary to CEPCO's response statement to the homeowners BBB complaint. CEPCO REFUSED to provide the vendors insurance information to the homeowner. Several requests were made in writing and via telephone for the vendors insurance information. Because CEPCO refused several homeowners requests for the vendors insurance information, the homeowner was not comfortable allowing the vendor back on his property and risk further property damage. The homeowner can provide documentation to support all of the aforementioned statements. The homeowner has already provided photographs demonstrating the NEGLIGENT and unsafe manner in which this sidewalk repair was done and how it resulted in significant property damage to the homeowner. At no time was the the homeowner abusive to any of the involved parties. Business Response /* (4000, 9, 2022/07/29) */ Please see attached emails where CEPCO and the Vendor tried to rectify this situation. Thank you, Cindy Consumer Response /* (4200, 12, 2022/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) CEPCO as a property management business has a responsibility to the homeowners in the community it manages. CEPCO's proposed resolution has failed to demonstrate as a community management business they were able to "fix" a problem caused by their own (CEPCO) mis-management. In this case, CEPCO and the ****'s HOA did not meet their obligation to the homeowner. CEPCO's UNWILLINGNESS to immediately remove the concrete rubble from the homeowners lawn, instead it sat for 4 days. CEPCO pays the vendor, the vendor does what they are told or they don't get paid. The vendor was never told to immediately remove the concrete rubble. The homeowner IMMEDIATELY reported it to the HOA and CEPCO and requested it be removed from their lawn. CEPCO sets the rules for the vendors, CEPCO never required the vendor to seek permission from the homeowner to dump concrete rubble on the homeowners lawn. If the vendor would have asked the homeowner for permission prior to dumping concrete on the lawn, the homeowner would have DENIED them permission. Four days later... CEPCO and ******* HOA failed the homeowner (again) by not communicating with the homeowner regarding when or how the concrete rubble was to be removed. This time the same vendor came to remove the concrete from the homeowners lawn. UNANNOUNCED, NO PRIOR WARNING, NO KNOCK ON THE DOOR, NO email and NO phone call from CEPCO or the vendor. 4 men show up late in the afternoon on the homeowners front lawn and started smashing huge concrete pieces into the lawn with sledgehammers, then using high speed saws covering the front of the homeowners home and lawn with concrete dust creating a filthy, hazardous condition. (see provided pictures) CEPCO demonstrated poor business practice by not informing the vendor to remove the concrete from the lawn, then cut it or break down to smaller pieces OFF SITE - NOT ON THE HOMEOWNERS FRONT LAWN! CEPCO did everything in their power to shed responsibility to the HOA and the vendor, when it was CEPCO who failed to manage effectively and provide guidance to the vendor. Finally, CEPCO (and the ****'s HOA) again failed the homeowner by REFUSING (several requests) to provide the vendor's insurance information to the homeowner in order for the homeowner to file a property damage claim. The homeowner was left to use outside professional services to acquire the vendor's insurance information. After this experience, it is my hope our development seek a more proactive, resident friendly property management company

*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. ↩