Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********** informed us of a new billing system, I enrolled in autopay in the new system and it collected my payment automatically. This was great and happen for 2 month, then without notice my auotpay was disabled. I was never given a notice of my autopay being disabled nor did I undo it myself.. I also never received a notice that my payments were past due, not an email, text OR letter in the mail. It wasnt until I received a letter from a collections company that I became aware that my account was behind. After speaking with ****** she acknowledged I was paying with the correct portal and was enrolled in autopay and she was not sure why it was disabled or why I never got a notice of late payment. I emailed and called asking for an explanation and have yet to receive one. This also happened to 10s of dozens of my neighbors as well. I would simply just like for my *********** to notify me if I have a late or missing payment and to have a reliable payment capture software - which at this point seems to be too tall of a task for our current company.

  

  Business Response

  Date: 01/07/2025

  On April 19, 2024, the attached email was sent to your address with clear instructions.  This was, again, sent to you on April 24, 2024.  Both emails were opened by you.  I have attached the email log/history as well as the announcement that gave very detailed instructions regarding the software change.  While it is unfortunate that you did not notice that your HOA fee was not coming out of your account monthly, you, and all Dornoch owners were provided clear instructions and notice.   

   

  Customer Answer

  Date: 01/08/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22762601
  
  I am rejecting this response because: I enrolled as instructed when you emailed me. However you never once notified me my payments were no longer being taken via auto pay. So yes I was notified by you to enroll, I the enrolled via auto pay made several payments (27grp please include my payment records with your next response)  and then mysteriously my autopay was disabled, with no notice to me. In addition there was no notice of late payment. I have no issue with our HOA fees, I do have an issue having to pay a collections company because you disabled my auto WITHOUT my authorization or letting me know and sent me straight to collections. 

  Regards,
  
  ****** ****

  

  Business Response

  Date: 01/09/2025

  Again, we cannot take accountability for the fact that you chose not to follow the instructions thoroughly; only registering for the portal but not actually enrolling in payments.  ************** received many notifications of this change, and it is the responsibility of owners to confirm that they are paying their dues in a timely manner.  As the management company is not a collection agency, we are not permitted to call and or/text owners about unpaid balances, but you are able to view your account at any time using the very portal you are referencing.

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Quietly removed autopay HOA without notice and sent all residents directly to debt collectors. What the h*** is this?? What do they still have a business license?

  

  Business Response

  Date: 10/09/2024

  When an individual purchases a home in a **********************, per the governing documents, it becomes their responsibility to pay their Assocation dues.

  Dues for your community are billed monthly, yet you did not make a payment from May-October 2024, and as a result, your account was referred to the Association's legal counsel per the community's collection policy. 

  As the management company for your Association, we moved to a new payment processing software as of May 2024 to reduce costs and fees to homeowners.   Unfortunately, you chose to disregard the notice(s) that were provided to you in April 2024 (attached) and did not update your payment method.  While you had been previously enrolled in automatic payments, it is unfortunate that you did not notice that your dues were not being paid from your bank account to your ************************  This remains your responsibility regardless of the variety of convenient payment options we offer.  

  The image you shared with your original complaint was issued by the attorney for the Association, not The Twenty Seven Group. Your accusation of our company being "a scam," is invalid, and your statement that we "quietly" removed autopay or that "all" residents were sent directly to debt collectors" is inaccurate.  We have never stopped offering automatic payments and provided notice to owners who were previously enrolled.  

   

• Initial Complaint

  Date:09/10/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my new home on June 11th and a few days before closing I was given instructions to call The Twenty Seven Group with my information so that HOA could bill me instead of previous owners. I did as instructed and left a detailed voicemail on their machine with my contact info including email as the voicemail suggested. I then waited for them to call/email me back but nothing came. I then receive a collection letter (September) in the mail with my correct name and address that I had left on that voicemail, stating I owe them $700!!! This was the only correspondence I ever received, no prior bill, no one telling me what I needed to do or anything before this. I then call the attorney who asks me a few questions and says shell try to figure out. That wasnt helpful so I call The Seven Group again and this time Im able to speak with someone that takes down my information and says someone will call me back. Another week goes by and nothing, no one calls. I call again and get the same person that I talked to before but she doesnt know anything other then she could see people were emailing on my account. She again says Ill get someone to call you. Its at this point I ask how are typical bills sent and paid, do you email or mail? She responds through the portal, ok we are finally getting somewhere. I then continue to ask her questions about portal and manage to sign up and log in. I get in and they have all my information in there correct but no one at any point between June and September 6th bothered to give me this information! I then sent them an email and requested that they waive my collection and late charges due to this being 100% their fault. However, as usual they are completely ignoring me and failing to take any responsibility.

  

  Business Response

  Date: 09/14/2024

  Perhaps you are not aware of the management companys role in managing a ***********************   We do not work with buyers before the sale of a home,that is the responsibility of the title company, the realtors, and everyone in between.  We work with owners (sellers). That being said, we have an extensive call log and history of speaking with you between August and September.   The title company did not issue us payment for the past dues that were associated with your home from the previous seller.  Unfortunately,per Ohio law,  dues balances stay with the unit not the person, so the balance in our records remained even after closing.  Upon learning this,we  started working with the attorney and the title company to reconcile the balance due.  You were told that we, and the attorneys, would sort it out with the title company yet you went online and impatiently made the payment before that was resolved.  So, you made the decision to pay the balance in dispute rather than waiting as you were instructed.  No one refused to call or speak with you, as we have records of both.  We just (on 9/10)received confirmation from the title company that they would be issuing checks for the past due balance, which would have resolved everything as promised. In short, this was an error of the title company which has nothing to do with The Twenty Seven Group.  My team has spent an exorbitant amount of time researching this matter on your behalf, and it is disappointing that your anger is misdirected.
  
  I will be responding to all of your complaints in the various avenues where you have chosen to post them.  

  Customer Answer

  Date: 09/16/2024

  I am rejecting your response because you arent telling the entire truth.  My initial contact back in June was just a couple days prior to closing when I gave you all my contact details including that I was closing.  I would think at this point it would be your responsibility as a management company to insure that I had billing information including access to online accounts.  Even a call back would have been helpful.  Had you done so it would have eliminated all this.
  As I mentioned to you in my email 2 days ago I had NO knowledge of any bills before getting a collection letter from HOA attorney.  Furthermore, had you or someone from your company told me that you were contacting title company to get them to pay past due portion I wouldnt have paid anything.  
  Again, I was only asked for my contact info and told that someone would get back to me for weeks.  And guess what, you never called nor did anyone else from your company.  Meanwhile, you were still adding late and attorney fees to my balance due! 
  I seriously hope that you look at where your company is falling in communication with customers and try to improve in those areas or at very least apologize for said failures when you are wrong.
  
  Complaint: 22264180
  
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 09/16/2024

  Again, it is the responsibility of the title agency to convey this information to the buyer at closing.  As previously stated, your impatience continues to be an obstacle to resolving this matter.  As recently as last week we explained to you the status of your account, yet you continue to come online and claim negligence.  Today, the funds were received from the title agency, you have a credit on your account, and we continue to receive messages from you indicating that this is unresolved.  It is time to close this matter.

  Customer Answer

  Date: 09/17/2024

  
  Complaint: 22264180
  
  I am rejecting this response because: Your response is not acceptable. Just because you obtained and credited the past due balances from the title company that were charged to me as a result of your negligence.  That doesnt take away the $225 in past due and attorney fees that I am being charged for. This matter may be closed for you because its not your $$.  You credit my account for every dime except my HOA fees from date of purchase until today and then this matter will be resolved.
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 09/17/2024

  Ms. *******,

  Your statements are false.  You are NOT being charged for past due and attorney fees.  Any amount you paid now sits on your account as a credit.  I have explained repeatedly that we are collecting this from the title company, and would have done so even if you had not impatiently logged in to your account and paid.  I apologize that you did not have a clear understanding of how your account was set up, that your title agency made several errors, did not provide you with payment information, or that you did not retain the information we provided to you that we would be taking care of it.  

   

   

  Customer Answer

  Date: 09/18/2024

  Complaint: 22264180
  
  I am rejecting this response because: Because you are the one making false statements. I made a payment of $696 after you failed to give me any information regarding my HOA fees for 3 months!  Even though I I repeatedly contacted you.  It wasnt until I recd a collection letter from HOA attorney that I had any knowledge.  Yes, you finally did the job you were paid for and collected the past due balance from **************  
  However, as I said I am disputing any amount over my $106 monthly dues for July, August and September minus any late or legal fees that are your fault. 106 X 3 = 318.  I paid you 696 - 318 = 378.  This is the amount of credit I should have according to my calculations. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:04/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 01/11/2024 we were notified that there would be a $2.49 fee charged if we elected to have our HOA fees automatically deducted or if we made a 1 time electronic payment effective 04/01/24. On 01/13/2024 **** ******* emailed the Cheshire Crossing HOA owners advising them that they had found a solution and as of 04/01/2024 a new payment service would be in place and no fees would we charged to make a payment online. I logged in on 04/01 and 04/02 to see if the fee was still being charged and it was still being assessed despite the written confirmation that no fees would be charged. I reached out on 04/02 to inquire about the fee and refunds for clients who were assessed the fee as a result of the written communication provided by ****. On 04/08/2024 **** sent emails back out to several HOA members saying there is a delay in the updates and potentially by the end of May fees would be waived. I reached out inquiring about the fee refunds as they did not give adequate notification to residents about the delay and as I result I either had to pay the fee or mail in a check and be assessed a late charge. Property management groups are required to provide a fee free option to clients to make payments and clients must be given adequate notifications of any change to that disclosed process. We were told online payments would be free and they never communicate that this was no longer the case. When I inquired again they were dismissive and 'thanked me for my feedback' I feel that The 27 Group should be responsible for refunding fees charge due to the misinformation they provided. Consumer protection laws and CFPB guidance protects consumers from unfair and deceptive business practices and this is a clear violation.

  

  Business Response

  Date: 04/09/2024

  The HOA is provided a free way to pay :  Via Check or through their own bank's bill pay services.  This has never changed.  Additionally, while the owner is complaining about $2.49 , she sees no harm in me paying $2.49 x 400 homes in her community simply because owners choose not to pay via one of the free methods.  We are updating our payment processing platform IN RESPONSE to the owners' demands that they do not want to pay $2.49.  This owner has plenty of time and opportunity to pay before the late date and without a fee.  

  Customer Answer

  Date: 04/10/2024

  The president of this company disclosed in writing that the online payment option would be free as of 4/1, email included in the initial response.  There was never an additional communication saying there were delays.  Had they communicated appropriately I could have mailed in my payment at no cost. There was no way I, or any of the other members of the community, would have known they were not going to have an online fee free option on 4/1.
  

   The president does not want to take accountability for the misinformation they provided to our community.  I do understand that this comes at a financial cost to them to correct the error but doesn’t mean they shouldn’t correct their error.  The response provided is unacceptable.

  
  Complaint: 21547568
  
  I am rejecting this response because: 
  
  Regards,
  
  ********* ********

  

  Business Response

  Date: 04/11/2024

  My response in writing that the new platform would not be launched IS what prompted you to complain to the BBB.   I am sorry that $2.49 is an exorbitant amount for your budget.  

  Customer Answer

  Date: 04/12/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21547568
  
  I am rejecting this response because: The notification that the platform did not come until 04/08/2024 which was after payments were due 04/01/2024.  There is noway any of us would have know the platform wasn't going to be updated because you never communicated the delay.  This isn't a question of my ability to afford the fee.  This is a question of your business practices and your refusal to make a communication error right that did lead to financial harm.  It shouldn't matter how much harm you caused, you should correct it.  

  Your website states:  THE TWENTY SEVEN GROUP IS A WOMAN OWNED COMPANY BASED IN CENTRAL OHIO, PROVIDING CUSTOM COMMUNITY MANAGEMENT SERVICES TO CONDOMINIUM AND HOMEOWNERS ASSOCIATIONS THROUGHOUT THE STATE. WE CONDUCT OURSELVES WITH THE UTMOST INTEGRITY AND TAKE PRIDE IN BALANCING OUR FORWARD THINKING APPROACH WITH PREMIER SERVICE.

  I would ask you how you are deliv****g on conducting yourself with the utmost integrity if you are not willing to own your mistake?  Your responses reflect that you don't hold yourself to the utmost integrity that you claim.  

  
  Regards,
  
  ********* ********