ComplaintsforAssocia Home Office - Dallas

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  we are sending this complaint letter to report to BBB that ************* ****** HOA inc did not perform its duty to serve for the whole community (************* ****** Subdivision) , we moved in dec 2020, the builder is ******** ******** group inc ( AC home) , both companies owned by Mr. **** *** ( with mobile ************), we paid usd1,400 per house on Hoa fee for year 2021, but unfortunately there is no service at all, we try to contact the builder and HOA ,but no response. the builder initiate the HOA and never send concerning documents or balance sheet to notify where the money we paid goes to . Never had a meeting to summon all residents here to discuss issue within community. we never know who is at HOA ,everything is in the dark. actually it is totally unprofessional ,early this year, it seems HOA is back from its "busy schedule", they place the name of subdivision at front gate, then HOA hire ******* community management service inc (HCMS to issue statement(see attached 1 file) in Feb and May. then the neighbors after meeting, sent them certified mail requesting a meeting with HCMS and HOA to discuss hoa issue.(see attached 3& 4) in March, but get no response at all . today, the utility billing services suddenly post a notice on every house's front door , to warn that if not pay the utility **** , they will put a lock on our valve. the company is from Tenesse (see attched 2), we cant verify if it is a scam or not. the HOA never inform us there is a TN company act as a collector on utility bill. the whole thing is a outrageous. it could be a dispute, but only through normal legal way can solve. all the issues brought by HOA, it should be transparent as other professional companies. the root cause of these issues coming from HOA itself, and the man who manipulator is Mr . **** *** who has been disguising his real identity for years.

  

  Business response

  06/28/2024

  Mediterranean Forest is a developer-controlled community and still under the control of the developer, AC Homes. We were hired to be the Managing Agent for the Association and the transition was completed in in March 2024. As the managing agent must take direction from the Board of Directors which at this time remains the developer. Our primary point of contact has been Mr. **** ***. Our standard practice is to send owners notices of assessment balances due and follow industry standard collection processes.
  Homeowners have been reaching out to us requesting a meeting with the developer and we passed this information along to Mr. *** and ********, his partner. They have denied the request for any meetings.
  Mr. *** and his partners worked directly with the utility provider regarding usage and disbursement of payments. Associa Houston Community Management has not been involved with this process.
  
  The director will be in in contact with Mr. ** to discuss his situation. 

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Kimberly ****** of Associa ****** ***** is the Community Manager for the ***** ****** community in ****, NV, located on ******** ***. I contacted Associa ****** ***** on 4-30-24 and each and every day since then and advised them that the ***** ****** entrance and open space area on both sides of ******** *** were not being watered and had not been mowed or maintained. I've had several email exchanges with Ms. ****** and, still, to this day, the areas are still NOT being watered (only 1 section of 4+ sections is being watered) and the grass is over 10 inches tall with large dead sections and weeds going to seed. See attached photos. They have had over 2 weeks to get the area maintained and properly watered and the weeds removed and they have ignored my and others' requests to do so. Their lack of action is causing a decrease in property values adjacent to these unmaintained areas and spreading weed seeds to all the homes in the area which will result in personal expense to combat and eradicate. The area is an eye sore and a FIRE HAZARD.

  

  Business response

  05/16/2024

  Hello, The area in question is part of ******** ***** HOA a self managed community - the office number is ************.

  Customer response

  05/16/2024

  I am rejecting this response because:   

  It is NOT part of ******** ***** as seen in their attached email.  You, Associa ****** *****, were notified in Februrary that YOU/***** ****** HOA are responsible for these areas and you still haven't done anything to maintain them and provide water to the landscaping.  You are going to cost the HOA members thousands of dollars to replace vegetation because of YOUR NEGLIGENCE!  FIX IT! Your negligence is bringing down property values and spreading weed seeds all over the area.  It is a FIRE HAZARD!

  I have filed complaints with the Nevada State Real Estate Division, our Ward Representative ***** ******* and I have posted your dereliction of duty on NextDoor, Facebook, Instagram, Twitter and TikTok and will continue posting every day until you maintain these areas!

   

  

  Business response

  05/23/2024

  This is in fact part of the master association although the sub association will be taking over the parcel and have taken over responsibility. On 5/22/24 the board of directors have authorized a third party vendor to turn on water and start maintaining.  May I suggest you attend the next homeowners board meeting and voice your concerns with  your board. We work at the direction of the board. 

  Customer response

  05/23/2024

  I am rejecting this response because:   

  The property previously described herein REMAINS UNMAINTAINED, with NO WATER, filled with DEAD GRASS AND GRASS THAT IS OVER A FOOT HIGH, WEEDS GOING TO SEED AND SPREADING WEEDS ALL OVER MY PROPERTY AND BRINGING DOWN THE PROPERTY VALUES OF THE ENTIRE NEIGHBORHOOD.  I am adjacent to this Vista Pointe common area and NOT part of your homeowners association (thank God) and I will pursue legal action if the area directly adjacent to my property is not maintained and watered in the next 2 days!  You have had nearly THREE WEEKS to get these areas WATERED AND MAINTAINED and it STILL HAS NOT BEEN DONE!

   

  Customer response

  05/24/2024

  Maintenance is being completed in the 2 areas today.  The irrigation is still in question.

  Customer response

  05/26/2024

  The grass sections on the street are still NOT getting watered!  Even though the water is turned on, those 2 areas have always had problems going on.  ******** ***** maintenance used to have to come out and physically make sure they turned on AT THE PROGRAMMED TIME.  They are still bone dry with DEAD GRASS!  It doesn't do any good if all they do is make sure the water is on.  The sprinklers actually have to come on at the assigned times and the two grass sections on the street (both sides) are still not getting water!

  

  Business response

  07/03/2024

  The area in question was inspected this morning all indications show that the area in question is being maintained and is in good health. There is a corner of the property that is part of a private residence in the self managed HOA. There is no further action from Associa. 

  This update and photos of the property along with photos of the connecting residences  condition have been sent to management of your community for review. Additionally the branch president will have a follow up with management at your association. 

  Customer response

  07/03/2024

  I have reviewed the business’ response and accept this resolution.   The water for the grass on the curb between **** ******** *** and **** ******** *** is still being watered at 12pm and watering is restricted to before noon.  Other than that, the area is finally being property maintained.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company charged me an annual fee for having a tenant for which I notified them earlier that I will no longer be having a tenant and selling the unit. Nevertheless, they added the fee plus late fees, in regard to the fee at closing, which I was forced to pay to move forward. They said they would reimburse me the fee which was over two months ago. In addition, my bank automatically paid the *** for the following month after I moved out. I forgot to turn off the auto payment, and after discovering it, asked the association to return my money. I have not received any responses to my request or my money. The company is supposed to provide a service in which unit owners can ask them to fulfill the duties that would be upon any property manager. As a former board member, I remember property management fees where one of our biggest expenses. There is no reason whatsoever for this company not to return my calls or emails. There is a person dedicated to overseeing this account. .

  

  Business response

  04/30/2024

  We are requesting more information and or their address. We are having trouble identifying what community this is attached to. 

  Customer response

  05/09/2024

  the property address is **********************************************************************. The complex is Park Place Condominium. The contact person is ***********************************. 

  Customer response

  05/09/2024

  I am rejecting this response because:   information has been provided. ********** condominium unit 511. 

  

  Business response

  05/14/2024

  For unit 511, the Rental Fee charge of $100 was reversed on 2/23/2024 for unit 511 Association account. Late Fee reversal will also be reversed. The checks from settlement that the ************* sent appear to have been returned by the bank unpaid on 3/20/2024. As we need more time to research and resolve I want to assure that I will be following up on this to bring to resolve and I want to provide my email address so owner can email me directly. ************************************

• Initial Complaint

  04/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Associa is the *** managing company for my neighborhood, ******** at ********. I pay my dues via Townsq. For the months of Nov 2023 and March 2024, my electronic automatic payment failed to post. This resulted in late fees and a considerable amount of time and trouble on my part. I contacted Townsq technical support in an effort to troubleshoot. TownSq reported that for the affected months, Associa made a change to my account on the dates that payment should have posted. Therefore, TownSq could not process the payments. I have made repeated calls to Associa and sent numerous emails explaining the issue and asking; 1. Why are manual changes being performed 2. Who is performing this change? 3. How will you ensure this will not occur again? I have spoken with ***************************** each time. She has refused to provide responses.

  

  Business response

  04/30/2024

  Associa Hawaii is the managing agent hired by ********* at Hoakalei and we thank you for the opportunity to provide feedback on this issue.
  
  ****** initially Spoke to ***************************** on 12/8/23 and then on 4/24/24 after the BBB review.
  
  ******** and ****** both communicated with ATG in December (email thread attached) *** said they attempted to withdraw her payment in Nov. and it was not processed due to non-sufficient funds.
  ****** did suggest Direct Debit to prevent this from potentially happening again.
  
  In March, ATG stated (email attached) that Associa posted her payment in the wrong month and therefore did not withdraw her payment in November or March. 
  ******** then called ATG, who told her Associa did a system manual update on her account both months which prevented ATG from withdrawing both payments.   
  
  Please note that the late fees for 11/15/23 and 3/15/24 were both waived.
  
  Given the differing responses from ATG, this appears to be an ATG system error. We have reached out to ATG again regarding this issue and are still awaiting a response.
  
  ****** again provided ******** with the option to sign up for Direct Debit.

  Customer response

  04/30/2024

  I am rejecting this response because:   As Associa states in their response, they are still troubleshooting why Townsq reports that Associa made changes that caused the errors. I have not yet received resolution from Associa. 

  

  Business response

  05/01/2024

  Thank you for allowing us to provide further clarification regarding your concern.
  
  ATG confirmed the following regarding the March 2023 incident (see attached email).
  Regarding the March incident, the details were not relayed to ATG Pay for further investigation (from the TownSq team),leading to an incomplete understanding of the failed payment for the owner. Our developers have identified that a rare gateway timeout issue with C3 caused the payment to fail to draft, as our systems were unable to recognize the amount in the owner's account. This issue has been resolved by our development team,ensuring that such timeouts will not occur in the future.  This was not caused by an issue with the payment posting or any action taken or not on the Associa Hawaii side.
  

• Initial Complaint

  04/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Summary:The Villas HOA Board entered into a management agreement with ******************************* However, ********** has consistently failed to deliver the contracted services, causing significant disruption and frustration for our community.Specific Examples:Recurring Services:Only one inspection in the past six months, with no follow-up.No landscape walks completed in the past year, despite a contractual agreement for two per month.Administration:Frequent staff changes disrupted communication.Recent CAM lacked efficiency in managing financials and business operations as per the agreement.Online portal contains numerous inaccuracies regarding data and financial information.Inconsistent and unhelpful weekly task status reports.Numerous open tasks remain unaddressed.Financial Management:Collections fall short of expectations, with a lack of communication regarding delinquencies.Attempts to Resolve:Upon receiving a termination notice from **********, the Villas HOA Board attempted to discuss the issues and areas for improvement. Unfortunately, these efforts were unsuccessful.Desired Resolution:The Villas HOA Board seeks a smooth transition and does not intend legal action. We request **********'s cooperation in achieving this by:Providing details regarding the reported incidents with the Board.Supplying accurate and up-to-date documentation for all contracted services.Facilitating a smooth handover of ongoing collections activity.Supporting Documentation:We are prepared to provide copies of relevant documents, including emails and the management agreement, to support this complaint.Thank you for your time and attention to this matter.

  

  Business response

  05/02/2024

  ****** received official termination notice from board president on 4/30/24. Verified termination and via email to *********************** that all transition items will be handled as per standard as soon as their new mgmt company reaches out. ****** president to reach out to **** directly in regards to adjustment to management fees for ***** and **** Board President * *********************** has been notified ******************************* will reach out to verify this.  Sandcastle is dedicated to working diligently on a smooth transition for the Villas at ******** to ensure their success with their new mgmt company. 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received documents from *************************, *************************************************************** post marked January 22, 2024 providing the information for the upcoming February 22, 2024 budget meeting and also notifying homeowners of the meeting scheduled for June 3, 2024. The packet did not include nor did I receive any type of billing in the mail for our annual HOA assessments. I never received any original bill via mail stating there was an amount due. I received a statement in the mail on Friday February 16, 2024 showing my assessment had not been paid and now has a late fee applied. I received nothing of the $122 due but somehow correspondence was sent out showing my assessment had not been paid and now I am being charged a late fee. The account showed I am now also being charged a $15.00 processing fee. I did pay the $122.00 HOA fee February 20, 2024. On February 22, 2024, Surry *************** met with ***** and ****** **** It was discussed first thing at the start of the meeting that there was a mix up in the annual HOA assessments and that all late fees and other associated charges would be credited back to our accounts. This information should be reflected in the meeting minutes and also in the recording of the zoom call we held for our annual HOA Budget meeting on February 22, 2024. About 2 weeks ago I received correspondence that I still owe those late fees with new late fees being assessed to my account. Each month a $6.10 late fee is being assessed on a balance that I do not owe. I have sent emails to the local ***** and ****** to our representative ********************* with no response. To date I have a balance on my account of $33.30 that needs to be credited/refunded back to my HOA assessment account.

  

  Business response

  04/22/2024

   As per our email to you on  2/20/24, the owner was advised of the decision from the Board to NOT send coupons to save cost for 2024 budget.
  The Board approved a waiver of late fees for January 2024 since they did not approve budget until late January.
  We will process waiver of late fees and demand letter today, as payment was received.

  Customer response

  04/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Plumbers visit 10/30/23 and charges Complaint against -Tania **** HOA manager of **************, employee of Associa Of Northern Ca Ms.**** NEGLECTED to inform me about plumbers visit to my neighbors unit, neighbor was overseas and had entrusted me with her key. It was a MANAGEMENT blunder, she or her company Associa should pay for this. Background-An anonymous caller claiming to be a plumber called me in the morning, he couldn’t identify himself. So I refused. It was a security risk not worth taking. Thefts and crime are high here and I am very security conscious. I’ve started safety programs with the help of police. Ms.**** harassed and coerced me to pay plumbers charge. I repeatedly said, as per HOA rules I should have been informed in ADVANCE by her or her staff. She put me under a lot of mental stress, I did pay but put a note saying that I’m paying this under duress. After discussing with other residents I found out that - This is her MO. She harasses people, it’s all in neighbors WA group. There are many still waiting for their refunds. Later the same plumber came to my unit, along with two staff of Associa in uniform. See attached pic.. Staff didn’t ask to come in my unit but asked to go to neighbors unit. They went in and talked with people there. Ms. **** alleged that plumber didn’t get access to my or my neighbors unit. Picture is a proof that they did come. Since then Ms. **** started a relentless campaign of blame, she told lies to my neighbors, she made her plumber lie (I’ve proofs). She spread false accusations, tarnishing my image among neighbors. I repeatedly asked her for evidence, which she could not provide. All this was to force me to pay. I’ve complained to her bosses, names given below but they have not responded. I’ve heard many complaints from other neighbors. I want her company to ReFUND my monies. Associa Of ******** **, ****** *** ********** President - Scott ******* - *** *** **** VP - Ben ****** *** *** ***** *** *** ****

  

  Business response

  04/24/2024

  Thank you for sending your message over to us, we have communicated about this topic in the past and the Board of Directors for the community have considered this request. We will communicate with you via email for further details.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  They are my ***'s property manager. I sent them 2 questions via their online website on 4/10 with follow up on 4/17 and have received no reply. I asked for the *** meeting minutes from the 4/2 meeting and I asked for the paint codes for the color I'm required to paint my shutters. These are both simple questions, and I fail to see why they are refusing to respond. I need this information. I was unable to attend the meeting because I have a 1 year old who goes to bed at the time the meeting was held, and even though I asked them to have a virtual option they refused to do that. They discussed a reserve study they're going to do, which will cost me money, and I have a right to know what the discussion was.

  

  Business response

  04/19/2024

  ******, thank you for your feedback. I apologize you have gone this long without a response to your questions. I will provide more oversight going forward. Please see the answers below:1) Annual Meeting Minutes - these minutes will be approved / reviewed at the next Board Meeting on 5/7/24.2) Information Regarding Paint Colors can be found under the document titled SGV FENCES AND PAINT.PDF, posted under Documents > Association Documents on 9/24/2021. The Board accepted feedback on this matter at the Annual Meeting and there was discussion to look at other color options for homeowners, but again, the volunteer Board members do not meet until 5/7/24. May I suggest taking the colors provided on this document to a local hardware store or big box to see if they can color match. Again, I apologize for the lack of response on our part. We hope to improve upon this going forward. Regards

  Customer response

  04/19/2024

  I am rejecting this response because:   The PDF you referred me to (attached here) does not include the paint colors for the dark green shutters. The only green here is for fence and siding. This is what I told the property manager, who never bothered to reply. 

  Please provide the paint codes that are missing from this file. 

  

  Business response

  04/23/2024

  The ***** of ********* specifically shared this image, and I shared it with the unit owner.

  

  Business response

  04/23/2024

  I responded to her message one day ago with the following:

  Hi ******, the document I sent you is the document we possess. The formulas, as noted at the Annual Meeting 'may need a refresher' in terms of formulas. I have sent a request to the ***** to provide me with the proper color formulas asap! I will respond with those updates accordingly. Kind regards

  I followed up this message with the formula once it was presented to me by the ***** of ********* (the formula image was attached separately):

  Alyssa, please see the image I have attached. This comes directly from the *****. If you can get this in Exterior that would be best. Regards

  Customer response

  04/25/2024

  I have reviewed the business response and accept this resolution. This was the reply that I sent to him on 4/23, which he has not answered:

   

  I don't know why you mention something that was discussed at the Annual Meeting when it's very obvious from this discussion thread that I was unable to attend because you refused to have a virtual attendance option.

  Thank you for the photo.

  Another question - what are the HOA's rules on unsupervised children running through the neighborhood? Today I've had to go out twice to get children to stop knocking over my hardscaping and to get away from my car (they were trying to remove the air caps on my tires). I do not know these children, but I have a general sense of where they live in the neighborhood and my home cannot be seen from theirs, so their parents have no plausible way of supervising them. It's really getting bad and reflecting poorly on the neighborhood.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, i am a home owner in the ************* community association and my tenant is currently being harassed by them.They have been bombarding him with fines for things like -grass/ oil spot in parking stall - grass in front lawn, after a week of heavy rain, and it being slightly long -removal of trees claiming it was leaning, though clearly it was not.We feel as though they are retaliating against us for complaints we have made for a intense rat infestation and complaints we have made about their lack of action regarding that infestation.Please help us shed light of the unjust actions of this association.We would like them to help our tenant as well as others with the terrible rat infestation that's been a huge problem for years. We would also like to feel like they are not harassing us.

  

  Business response

  04/22/2024

  Associa Hawaii is the managing agent hired by ************* Community Association and we thank you for the opportunity to provide feedback on this issue.
  As the managing agent, we work at the direction of the associations ***** of ****************
  
  Owner is ********************************* (87-145-2) not *************************.  We do not know who ************************* is.
  
  In addition,the Association has a Resident Manager that inspects and issues House Rule violations, via Associa *******  Complaint should be made against *********************** Association.  Owner should appeal any violation to the ***** of ********* of the Association if they believe the violation is not justified;the ***** makes the decisions, not Associa Hawaii.  All letters inform the Owner to appeal if they feel notice was received in error:
  
  If you feel that you have received this notice in error and would like to appeal this notice, please send written Correspondence along with a copy of this violation within 14 days from the date on this letter to the *********************** Association ***** of *********, c/o Associa ******, ******************************************************* or **************************************. Any appeals received after this period will not be considered.
  
  NOTE: The Owner never appealed any of the violations, which he had the right to do so.
  
  We do not find that Associa ****** or the Association is harassing the Tenants.  If the unit has House Rule violations, a violation letter is issued per the violation to the Owner to resolve.  During 2023-2024, the attached was issued during regular inspections.
  
  As for their report of rats, yes, those reports were received and is being acted upon. A pest control company already inspected the unit and its surrounding units and found that there was a loose siding and 3 holes.  The siding was already repaired, and the Resident Manager has sent a notice to the Tenant(s)to schedule the repairs for the holes.  In addition to the mentioned,during inspection, it was found that the adjacent unit was filthy and attracting the rats.  The Resident Manager is handling the issue of the adjacent unit cleaning up their unit to eliminate the rat problem.  Once the issues mentioned has been resolved, rat eradication will be performed.
  
  As you can see, the violations for 2023-2024 the Owner did not resolve the problem/violation, therefore the violation continues until to violation is resolved.
  
  As for the violations:
  
  Nov 6, 2023:  Plants, Trees and Shrubs (Vines/Shrubs growing on Association fence) No Fine
  Nov 10, 2023:  Plants, Trees and Shrubs (Back Yard Tree-Dead Tree-Liability) No Fine
  Dec 6, 2023: Plants, Trees and Shrubs  (Back Yard Tree-Dead Tree-Liability) - $75 Fine 2nd Violation Unresolved
  Jan 13, 2024:  Plants, Trees and Shrubs (Back Yard Tree-Dead Tree-Liability) - $150 Fine 3rd Violation - Unresolved
  Jan 22, 2024:  Landscaping No Fine Resolved by Owner
  Jan 24, 2024:  Clean Parking Stall No Fine Warning to Resolve
  Mar 4, 2024:  Plants, Trees and Shrubs (Back Yard Tree-Dead Tree-Liability) - $200 Fine 4th Violation - Unresolved
  Mar 28, 2024:  Plants, Trees and Shrubs (Back Yard Tree-Dead Tree-Liability) - $200 Fine 5th Violation - Unresolved
  Apr 15, 2024:  Clean Parking Stall $50 Fine 2nd Violation Because violation wasnt resolved via 1st violation.
  
  NOTE: The many violations for Plants, Trees and Shrubs (Back Yard Tree-Dead Tree-Liability):  Owner reported that his arborist inspected the tree and indicated that the Associations tree killed his tree.  We requested a copy of the arborist report and was never provided a copy for the ***** of ********* review and consideration.  As of this date, Ive been informed that the Owner removed the tree in violation; therefore, the violation has been resolved.
  
  To conclude,if the actual Owner has a complaint, he should present it to the ***** of ********* of *********************** Association for review and consideration.  Further complaints regarding the Association should be directed to the ***** of ********* of *********************** Association.

  
  

• Initial Complaint

  04/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Home Owner Association *************************** has forfeited the contract agreement between the *** and myself by overcharging my account for the year 2023 and has continued to add additional fees that are over the annual assessment fees. Also, I have never signed or agreed to these additional fees. I never signed an agreement to have ***** **************** as the managing company. I want all the fees removed and my records corrected.

  

  Business response

  04/26/2024

  This is *******************************, one of our associations we manage. ************************ is not being over charged, her account is at the attorney and has been for years and she doesnt like the attorney fees that are being assessed. We have spoken to her as much as we can but being that her account is in attorney status. She was directed to the attorney. I know the attorney has been in contact with her as well. This should not be a BBB Complaint.

*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. ↩