ComplaintsforThe Lawrence Community Management Group, Inc.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have contacted both by email and telephone Lawrence Community Management Group for approval on a shed to be placed onto my propert. They have neglected on returning my phone calls and emails. I pay them annually to manage my property along with 50 other properties in my community and have heard similar story's. I have all the requirements of paper work filed and approved for a permit to build my shed all I need at this point is approval from them.

  Business response

  01/24/2024

  I reviewed this complaint with our manager for that property.  It is the developer of the community who has to approve any alteration requests, and this request was forwarded to the developer a few months ago.  My manager has since received approval from the developer and emailed the owner to let him know, so the matter is resolved.  

  Customer response

  01/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** ******
  
  
  

• Initial Complaint

  09/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  For the second time in 5 yrs y bedroom got flooded because of a outside drain this time my carpet is ruined with mold I contacted Lawrence management 3 times by email and I sent pics of the damage with ZERO response Lawrence management should be ashamed of themselves

  Business response

  10/02/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hi ******-
  
  I had responded to *** ********* prior to his complaint, so his allegation of me not responding is false.  I have attached my email response to him and his insurance adjuster so you can see that I did respond.  He emailed me again last week after his complaint, and I again responded explaining that the interior damage is his responsibility.
  
  This is a condo association and not an apartment, so we have to follow the condo association’s governing documents that are recorded with the county.  Should you need any further explanation, please feel free to reach out to me.
  

  
  Thanks,
  
  ******
  

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The gutters on the rear of the house are overflowing they must be plugged

  Business response

  09/07/2023

  This complaint is a routine maintenance request.  With the extremely heavy rains we have experienced recently, we have received numerous calls about gutters overflowing.  Some of the overflow is due to blocked gutters and a good part of the problem is due to the heavy rainfall simply overwhelming the installed gutter and downspouts.  In this case a service request to our Maintenance Department or to her Community Manager would have resulted in the gutters being checked and cleaned as needed. Based on this complaint the Community Manager has issued a work order to have the gutters checked and cleared as needed.  The gutters on this building were cleaned in June and during the recent roof replacement, the gutters were replaced with a 5 inch commercial sized gutter.  Our records show her last email contact with our office was in August 2022 for a leaking hose bib/spigot.  This matter has been resolved.

• Initial Complaint

  08/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a statement from Lawrence Community Management regarding my annual HOA dues for **** **** ********* ***********. I mailed a check for the full amount on March 28th, 2023. The payment due date was April 15th. The check was cashed and cleared by my bank on April 28th. In May, my neighbors started to receive their season pool passes. When I did not receive my passes, I tried contacting Lawrence Management. The company never answers the phone. Instead you get a recording saying that they will try to return your call within 72 hours. I left at least three voice messages on June 24th, June 26th and June 29th. Finally, on June 29th, Sue Simonic, from Accounts Receivable called me back. She explained that I did not receive my pool passes because I did not pay the dues. When I explained that I had a cancelled check, she asked me to email a copy to her, which I did. She then requested a copy of my bank statement showing that the money had been withdrawn from my account, which I also did. On July 11th, I received an email from Sue that read "Received, thank you. I have forwarded the information along for further review." Since then my calls and emails have been ignored. Lawrence continues to send me invoices with added late penalties of $25.00 per month. My original bill of $375. is now up to $450. Summer is almost over and I have not been able to take advantage of the community pool. I have requested a statement showing my account "paid and full" with no response from Lawrence Community Management.

  Business response

  08/15/2023

  We investigated *** *****s complaint about his payment and found that the bank's lockbox processing center credited his payment to another owner's account.  We don't know how or why this occurred but it was a processing error on the bank's end.  The check was posted to the wrong account in late April 2023 which is in line with *** *****s comments that it cleared his bank in late April.

  Once this was brought to light we began investigating and sent the issue to the bank who also investigated.  Once we knew where the funds were misapplied, we were able to transfer the payment to *** *****s account.  The late fees are automatically applied to owner accounts by the accounting software.  We have credited the late fees and *** *****s account balance is now zero.

  We do not have the authority to provide any type of adjustment to the actual assessment.  That is a request that *** **** will have to submit directly to the Echo Lake Board of Directors for any consideration.. We apologize for the bank's error but had no control over their processing of the check.  Now that *** *****s account is noted as paid and the late fees removed, we are considering this matter resolved and closed.
  

  Customer response

  08/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I appreciate the assistance of the Better Business Bureau in resolving this issue and my account being settled. However, I do not accept Lawrence Managements attempt to place all the blame on the bank. Anyone with basic consumer finance experience would realize that when a customer has a cancelled check, yet their account has not been credited, the funds must have been credited to another account. Why did it take almost three months and a notice from the Better Business Bureau for Lawrence Management to discover these “misapplied” funds. They write, “We apologize for the bank’s error.” Placing all the blame on the bank is absurd. Why doesn’t Lawrence Management admit their responsibility for ignoring my calls and emails? In their reply to the BBB, representatives of Lawrence Management write that “we are considering this matter resolved and closed”. It is not. As a representative of our Home Owners Association, Lawrence Management cannot treat people with such total lack of respect without admitting that they failed in their responsibility to properly manage our funds.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ****
  
  
  
  
   

• Initial Complaint

  06/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ******** Management is at it again, this time trying to scam me out of money despite not fixing the roof still. They've randomly decided to up "maintenance fees" but never sent out any correspondence documenting the increase. I received notice recently of late fees now being added since "You haven't paid the correct amount" Contacted their office and was sent a random list with this being the first time I've seen any sort of increase despite their website still only taking out the original agreed upon fee. This feels like shady business practice.

  Business response

  07/05/2023

  Here is the response email sent to *** ******** today, July 5m 2023.  We believe that this email will resolve and close out this matter.  I have also attached all relevant documents.

   

  *** ******** –
  
  I have enclosed an account ledger from your last zero balance.  I have also attached a copy of the 2023 Budget letter, 2023 Budget Summary and 2023 Maintenance fee Schedule by Unit.  The 2023 budget letter, summary and fee schedule were mailed to all ********** owners in December 2022.
  
  As you will see on the ledger, you are continuing to pay the old 2022 fee.  This has caused the shortfall on your account.  In addition, late fees have been added by the system as a balance remained on the account.  If you can adjust your monthly payment amount and remit the shortfall less the late fees by the 15th of this month, we will waive the late fees on the account.
  
  Should you have any additional questions, please contact Denise Lababidi, your Community Manager, or our Accounts Receivable Supervisor, **** ********.
  
  Thanks, ***
  
  Ian ("***") ********, CMCA®, AMS®, PCAM®
  ******** Management Group
  1507 Lear Industrial Pkwy. Suite 1
  Avon, OH 44011
  440-937-2800
  440-937-2808 fax
  
  
  
  an AAMC® accredited company celebrating 26 years of
  serving the northern Ohio condominium and homeowner
  association community.

  Customer response

  07/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20236358, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They included in this email now a letter saying they did a price increase. I never received it however so how was I supposed to know they had changed things?
  Regards,
  
  Roy Mcintyre
  
  
  
  
   

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The condo my brother lived in has wall damage due to the aluminum outside downspout was not connected. He lived in basement unit. Several yrs ago (not sure of date) his 2 walls and carpet were saturated with water. At the time the mgmt. Company said they would repair the walls. At the time he worked nights (12 hrs/6days)so he put off having it repaired. Sleeps during the day. My brother had since passed away. I’ve emptied the condo and removed the carpet. They replaced aluminum with ocv pipe. 4/19/23 I called Nick property maintenance mgr. emailed pictures. Informed him again downspout not connected. 2 days later screws put into downspout to hold it together. 4/25/23 Steve worker in maintenance looked at walls took pictures said had a work order. 5/17/23 called inquiring when were they going to start work, told needed to find a helper for work to be done. 5/31/23 told start work next week 6/5/23. On 6/7/23 while paying association fee asked when are they going to start work?? At that time mgr nick comes out of office says not going to repair it. Not their responsibility. They had a tree fall on building last night and don’t have funds to repair the walls??not my problem. Told me they’d repair it, dragged this out for 2 months lying to me then claim it’s not their responsibility. This is clearly their responsibility!!

  Business response

  06/30/2023

  June 29, 2023
  
  Response to BBB Complaint # ********
  
  The complaint is regarding water damage inside of the condominium unit F-2 at Smugglers Cove Condominium No. 1.  The condominium is governed by the Declaration of Condominium Ownership that was recorded in Lorain County in 1972 at Volume 1042 Page 814 et. seq.  and as amended.
  
  The Community Manager, **** *********, was notified of a water problem in an April 10, 2023 voicemail message.  An investigation showed a problem with a leaking scupper box at the building roofline.  The scupper box problem was repaired along with some exterior siding as the investigation showed some water infiltration inside of the building siding.  When the siding was repaired a downspout was removed and reinstalled.  It turns out that the base of the downspout became separated and caused water to leak on the exterior of the building.  The leaking downspout was subsequently repaired on April 20, 2023.

  
  The complaint states that the manager and management company office were advised of the leak causing damage to the interior of the unit.  A review of management company records shows that the former owner, James King, never contacted the office regarding any interior damage to his unit.  We did find correspondence from him in regards to other items but nothing regarding the interior wall damage.
  When viewing the pictures of the interior wall damage, it is evident that this damage did not just occur in the past few weeks.  The photos show damage that has occurred over a considerable length of time and was neglected by the former unit owner Mr. ****.

  
  In reviewing the Declaration for the condominium, Section 13 (B) of the Declaration states that the Unit Owner is responsible for all repairs to the Unit.  Section 5 (C) of the Declaration defines the Unit and the Unit definition includes the plaster board and concrete floor of the Unit in addition to any wall or flooring finishes.

  
  Based on the Declaration, the Unit owner is responsible for interior repairs.  The condominium made the exterior repairs in a timely basis and the owner never informed the management company or the Association of the interior damage.
  In summary, the interior damage is the owner’s responsibility and the Association will not be performing any repairs to the interior of the Unit.  The Association met its obligation by promptly repairing the exterior of the condominium building.
  
  ********* ** ******** ********* ********** ****** **** *** ********* *********

  Customer response

  07/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Originally they had disconnected aluminum downspouts. After this happened they put pcv pipe in its place. As you see in photo that this is disconnected as well. This is a basement condo so all the water off of a three story building came running down the walls inside basement condo!! Now how is that the tenants responsibility much less the repairs!!!
  
  Responding to Lawrence mgmt. Response for interior damage do to faulty installation/maintenance of exterior downspouts. I do not agree with their response.  Yes interior is the owner/tenants responsibility however this was not the owners fault!!! And it doesn’t matter when the damage was done Period. The damage happened because of mgmt. Company poor installation/maintenance. It’s the same as if the roof caved in would it be the tenant’s responsibility to make repairs….NO 
  
  Thank you
  **** *** ********** **** **
  

  Business response

  07/24/2023

  July 24, 2023

  This is a response to the *** ****** rejection of our original response to the complaint about the water damage in condominium unit F2.

  As stated in our initial response, the damage to the unit was not from a single incident of water infiltration.  The damage is indicative of a long term leak that was not noted by the former owner/resident and never brought to the Condominium Board's attention or to the Management Company's attention until recently.  Also as previously noted, the Association did repair the exterior scupper box, siding and the downspout.

  As previously noted in our response to the original complaint, the *********** ** *********** ********* *** ********* **** *********** No. 1, Section 5C, clearly defines the unit as including the interior plasterboard and the concrete floor of the unit.  Section 12B spells out the condominium owner's responsibility for maintenance repairs in the unit.  Ms. Rush commented that if the roof caved in that the Association would repair it and not the owner. This statement is incorrect. The Association would repair the damaged common roof structure (shingles, trusses and structural elements) but the owner (or their insurance) would be responsible for the interior drywall walls and ceiling.  We can have the Association's legal counsel review.  Unless informed otherwise by the Association's counsel, the Association's position stands as previously stated.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I build a home in a Drees's Redfern Development in June of 2021. I paid my homeowners dues of 300 during closing and last summer. We do not have community poor or any type of maintenance for our individual homes. The only green space that is maintained is located at the entrance of the development and the hill along side Redfern road behind my home. It currently has trees planted. Once a week the grass is mowed. The trees have not been trimmed and it was not mulched last year. One tree died last spring and it was not replaced. The Lawrence group wants to increase our dues to 330. They will not provide me with the invoice from the past two years, nor will they provide me with the quotes from the landscaping companies that they took bid from. I think that they should not raise the dues because the services that they provided the past two years have been minimal and I want to see the documentation for that. I am an entitled as a paying homeowner in that development to see the budgets for my association. I will not pay the increase.

  Business response

  04/02/2023

  Background information related to this homeowner's complaint.

   

  The Red Fern Trails Homeowners' Association was formed by the developer under the provisions of ORC 5312.  The developer developed the community and sell home building lots to Drees Homes, the home builder.  The developer was responsible for the creation of the HOA, the original land development including roads, utilities infrastructure and the common area elements including landscaping, cluster mailboxes, common signage, storm water management, etc.  The developer also drafted the Association's Declaration and Bylaws,  These are the recorded documents that define the community, provide the restrictions, and explain the operation, management and governance of the community.  At the present time the developer is also the Association's Board of Directors and makes all of the decisions for the Association including the hiring of the management company, the means of landscaping, the development of the annual budget, establishment of the annual homeowner assessments, and any other decisions necessary to operate the Association.  One of the actions taken by the developer was to hire Lawrence Management to handle the association's accounting and administrative needs, including mailing of budgets, collection and processing of owner assessment payments, processing and payment of association expenses, etc.  The 2023 association budget and homeowner assessment was established by the Board of Directors (developer), NOT Lawrence Management.,  The management company simply handles the correspondence (the two exhibits provided with the complaint submission) based on the decisions and approvals of the Board (developer).  The budget and assessments are developed and administered in accordance with the Association's Bylaws.

   

  Our Community manager who administers Red Fer stated that to his knowledge this homeowner (*** ******) has never reached out to him with any complaints or questions. The Board (developer) set the 2023 budget to $330 (not Lawrence) per Article 7 Assessments of the Declaration which are below:
  
  7.1 Establishment of Assessments. There are hereby established for the benefit of the Association as a charge on each Lot, certain Assessments for Common Expenses and other expenses. Each Purchaser, by acceptance of a deed to a Lot, covenants and agrees to pay such Assessment.
  
  7.10 Computation and Payment of Annual General Assessment. The Annual General Assessment shall be computed and levied in accordance with the budget adopted by the Board pursuant to the terms of the Code Of Regulations. The Assessment shall be effective as to each Lot on the first day of the Association’s fiscal year. The initial Annual General Assessment as to each Lot shall be prorated (on an annualized basis) and shall commence on the first day of the month following the earlier of: (i) the delivery from Builder and signed by Purchaser of the warranty documents for the Dwelling, or (ii) occupation of the Dwelling Unit. The collection of the Annual General Assessment is to be prorated to the end of the month. So long as there has been no default in payment of the Assessment, it shall be payable in annual installments due on the first day of each fiscal year. The Board shall have the power from time to time to adopt such billing, collection and payment procedure, charges and other payment time schedules as it deems appropriate. Neither Declarant nor any Builder shall be subject to or required to pay such Annual General Assessment.
  
  7.11 Maximum Annual Assessment. Beginning with the recording of this Declaration and until December 31, 2021, the maximum Annual General Assessment shall be $300.00. Beginning with Assessments levied as of January 1, 2022, and annual thereafter, the Board, without a vote of the Owners, may increase or decrease the Annual General Assessment. If the Board increases the General Assessment by more than ten percent (10%) in any calendar year, then, within thirty (30) days of notice of such increase, Members in good standing exercising Twenty-five (25%) percent of the voting power of the Association, may petition the Board for a special meeting of the Association to reconsider such increase. At such meeting, the Members in good standing, in person or by proxy, exercising sixty-six and two thirds (66 2/3%) percent of voting power of the Association, may vote to reduce the increase by any amount therein proposed, but not lower than the previous year’s maximum amount. In no event shall the General Assessment be lowered to an amount less than the minimum necessary to meet the Association’s obligations contained in this Declaration.
  
  As you can see by the Budget Letter and Summary the Board (Developer) only raised the Annual General Assessment by ten (10%) percent and used $4,500.00 (Surplus Carryover) to balance the budget. The association is still under development and many new common areas are planned to be completed this year and will need to be maintained by the Association. The Board (Developer) has used their own inhouse landscaper in the past; however, the Board (Developer) created a bid spec and went to bid this year and has hired an outside company (Excel Management) to take over the lawn maintenance this year. The contract should be signed in the next week or so as the Board (Developer) wants to meet Excel onsite and walk the grounds. During this walk any dead trees or plant material will be noted and scheduled for replacement.

  Should there be any additional questions regarding this complaint, please submit them for a response.  We really urge *** ****** to contact her Community manager at Lawrence Management.

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a condo from the previous owner and ******** is the property manager. They claim the roof is not faulty but also have admitted it is not up to current codes. I brought things to their office that needed to be taken care of and was promptly dismissed outright. I then had an issue with their faulty roof causing damage to the interior of my unit and they refuse to actually replace the roof and claim it's "fixed" despite no work being done. They will claim that it was done by a contractor but not a licensed roofer, and yet when I asked for proof of that, they ignore me. The one employee has made many derogatory comments to me in both emails to me, and ones the head of the company forwarded to me on accident. This is not the first time I have read or seen any issues with this company and I do believe they are doing a huge disservice to the community by being allowed to continue to operate. At this point, a full roof replacement and paying for the damage that their faulty roof caused should be their next steps in rectifying the situation because it will happen again and they will claim no fault despite their stance that if I was to do anything to the exterior of the building, I'd be held liable. It's a huge double standard that I'm magically liable if I want to do something to keep myself safe, but they won't even try to fix their mess.

  Business response

  03/10/2022

  The ********** ************ are governed by their filed Declaration & Bylaws,  These governing documents define the units, maintenance responsibilities, assessments, and many more points related to the administration, management and governance of the condominium association.  This is all regulated under the Ohio Condominium Act, ORC 5311.  ******** Management Group is retained under a service contract to provide ********* ********** ********.  This includes common area maintenance which includes the condominium roofs.  We act as the Agent for the Association.

  *** ******** reported a roof leak on February 7, 2022.  A work order was issued to one of our maintenance contractors who was not able to inspect the roof or make repairs due to the ice and snow load on the roof. The roof was subsequently inspected within three days and the leak was diagnosed as an ice dam.  Ice dams are common occurrences in northern Ohio when there is an extended period of cold weather with ice and snow build-up on roofs.  Repairs cannot be made until the ice and snow is cleared from the roof as shingles need to be removed and the roof deck exposed so ice and water shield can be installed and the shingles then be reinstalled.  The roof was fully repaired in early march when weather and roof conditions permitted.
  

  We advised *** ******** that is is most likely that ice and water shield was not installed when the building was originally roofed as it was not required by code at that time.  As roofs are replaced, they are brought up to current code.  The request for a full roof replacement was not reasonable as these types of leaks do occur and are repaired.  I should add that we are not aware of any prior leaks with this roof due to rain.  This indicates that the leak was most likely an ice dam because if it had been a general leak, it would have occurred during rainfall.

  The condominium association will be replacing roofs in a phased process over the next few years.  There is no need to replace a full roof at this time due to an ice dam leak that has been repaired.

  The condominium documents clearly state that interior damage repairs in a condominium unit is the responsibility of the unit owner.  The exception is if the association caused damage such as having to open a wall for access, or due to negligence.  There was no negligence in this situation as an ice dam leak is no different than wind damage to a roof.  these events are the result of mother nature and are deemed acts of God by insurance companies.

   

  In summary, the roof has been repaired and future roof replacement for this unit and others is being planned.

   

   

  Customer response

  03/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  The claim that it was repaired is under dispute because they did it on a day when no one was around and refuse to provide proof that it was taken care of. When I asked them for it, I was ignored. When I asked them to not do things like that in the future, I was ignored. The damage to the interior happened because the roof they are in charge of maintaining failed to operate properly and has still had issues with water leaking. I worry for this upcoming weekend because we're supposed to have another snow/ice event and I am sure it'll happen again.
  
  
  Regards,
  
  *** ********
  
  
  
  
   

*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. ↩