Complaints

• Initial Complaint

  09/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company manages our condo association. They refuse to send bills, paper copy or email, for our monthly dues. They just want us to sign up to have the fee taken directly from our bank account, which I do not think I should be forced to do. We get bills for every single other house expense, so I don't understand why they should be able to not provide a bill and account for the money we pay them for the condo fees. I want to pay what I owe in a timely manner, I just need a bill for confirmation and receipt which we used to get before this compsny took over management of the association.

  Business response

  09/25/2023

  Our company has recently been hired, as the Property Managers, by the Developer of this community. The Condo Association by direction of the Developer, who remains the controlling party, per the By-Laws of the Community is tasked with the establishment the financial management, which included setting up with Alliance Community Bank. We provided information to all of the Homeowners so that they could choose an option to complete online payments, which the absolute majority of this association and all of our properties typically take advantage of. It appears this Owner is not utilizing this option, and was frustrated to understand that we do not, on behalf of the Association provide monthly billing statements. This is predominantly to minimize the cost of the management of their community, and as the payments are identical from month to month, we simply request that they use some form of record keeping and make payments in any fashion they wish. 

  The Developer, should they have though it was needed, did not contract with us in a manner that would include sending invoices, or utilizing old technology of having payment books, that carry a cost for the Owners themselves. The homeowner could have, and I certainly am willing to discuss another manner that may assist them. That approach was not taken, and this is our first understanding of the dissatisfaction of our staff's answer.   

   

  Customer response

  10/03/2023

   
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: as you can see from the nasty tone in the business's response, they are the unreasonable party. It is false that they offered a concession to us as seen in the screenshot of the email reply I received ftom them stating "they would not provide any billing or receipt of payment , and that it was my job to keep track of it". I have not received any correspondence from them since them with the exception of a bill in the mail. I would be satisfied with an emailed billing statement. There is no need for postage as I originally indicated. And for the record, I stated I would be satisfied with that option contrary to their response that "nothing will satisfy me" which is a very juvenile response.
  
  Sincerely,
  
  ***** ******

  Business response

  10/06/2023

  Please call our offices at your convenience to discuss what we can do to offer you a solution. As noted, I am willing to find a way to assist you in your record keeping, even though it is not customary to provide monthly invoices or statements. I understand you explained that emailing is fine but understand the process of performing invoicing is not part of the contracted services. It is not simply the cost of mailing etc that is the concern.  As the Owner I am willing to find a reasonable alternative and simply ask that you reach out.  

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