Complaints

This profile includes complaints for Associa Home Office - Dallas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Associa Home Office - Dallas

  5401 N Central Expy STE 220 Dallas, TX 75205-3347

  
• 

  Associa Arizona - Tucson

  6840 N Oracle Rd STE 130 Tucson, AZ 85704-4282

  
• 

  Associa Home Office - Dallas

  301-1195 West Boardway Vancouver, BC V6H 3X5

• 

  Waccamaw Management, LLC

  41 Maintenance Dr Pawleys Island, SC 29585-5779

  
• 

  Associa Inc

  17220 N Boswell Blvd STE 140 Sun City, AZ 85373-1984

  

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:02/27/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  At Montego Condo Community in ********,** we had fire sprinkler inspection done around Oct 2023. Fast forward to February 21,2024 received a violation notice for said inspection. ****** says to address by 2/29. I contacted ********************* on 2/21 and asked when the reinspections will be done. He said via email "Due to the high volume of re-inspections, they cannot make accommodations for rescheduling on alternate days. The unit will need to be made available on the day that it gets scheduled. We will give as much advanced notice as possible for the scheduling." This does not address my question on when the exact time frame of the re-inspections will be. Also why the 2/29 deadline if inspections aren't being scheduled yet?? I've left multiple emails and messages and have not received anything since 2/22/24. I've also reached out to ******************************* and ***************************** and received no response.

  Customer Answer

  Date: 02/27/2024

  Received a phone call from ******************************* and issue has been resolved.

• Initial Complaint

  Date:02/27/2024

  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.

  A ditch was dug outside my home at the beginning of a December 2023 to cure a backup. It is now almost March 2024 and the ditch, hazardous conditions and eyesore is still there with no sign of anyone coming back to fix it. I and my landlord have called and messaged the *** numerous times since the beginning of January 2024 with no response whatsoever. This *** has no problem sending homeowners violations that they can potentially charge us for, but can't and won't take care of the actual issues on the property.

  Customer Answer

  Date: 02/27/2024

  Update: I received a call from the business shortly after I submitted my BBB complaint, however please keep the case opened until they actually have someone come to do the repairs. Thank you.

  

  Business Response

  Date: 02/27/2024

  The ditch was dug by the *****************, whom are also responsible for the repairs.  ************* Association Manager, and ***** of ********* have reported to the City about the several open ditch areas that need to be repairedy.  ************* Association Manager will be sending an email to you with regards to this as well.  We encourage you to assist in our efforts with the ***************** by also reporting the issue at: ************************************

   

• Initial Complaint

  Date:02/26/2024

  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.

  I was charged with multiple late fees, return fees and interest fees due to employee incorrectly applying it and due to payment system issues per the business. The business refused to refund the incorrectly charged fees and said the reason is because the system won't allow.

  

  Business Response

  Date: 03/05/2024

  Mr. *******

  Thank you for reaching out to us to bring your concerns to our attention.  Your feedback is important to us as a company and this is how we grow in the service we provide.  I spoke to the manager of the community you live in and it appears that the late fee and interest was reversed on 2/5 and your account is now current.  

  It seems that you have two properties in the same community and ************************* assisted in getting both properties set up on direct debit so that you would not have future problems with his accounts.  The property on Timber Line Lane was set up with an account was previously closed which caused the returned payment, returned fee and NSF charge on January 8th.  ***** did discuss this with you to advise the fees would be waived but as of now no further fees could be waived without the ***** of ********* approval.  In your HOA, the ***** is the one that makes these decisions not ******/Associa.

  If you would like to set up a hearing with the ***** to discuss this further, that can be done by contacting the Manager.  The Annual Meeting is also next month where he can discuss this with the ***** in person.
  

   

• Initial Complaint

  Date:02/25/2024

  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.

  1.Property Management will not abide by the condo association agreement. Our building has a fire sprinkler system that is maintained by the association. The language in the agreement is that "anything from outside units that go into units" is the responsibility of the condo association. Despite this and a history of other units having this repaired by the condo association, Evergreen refuses to fix these repairs thus placing me and others at risk. We have a fire safety system in this building that is continuously going off thus having the fire department respond. 2.Evergreen sent out their contracted individual to address the sprinkler repairs (replacement of outdated sprinkler heads) which indicates they are billing ******************** and needed their approval to have this work completed. This was 5/26/23 and they still refuse to do this.3.I have asked for copies of services completed in this building and they still refuse to provide me this information. 4. This matter has not been resolved in years.

  

  Business Response

  Date: 03/05/2024

  **************** had been going back and forth with our previous CAM through emails demanding that the Association pay for the sprinkler repairs even though the Board had already made the decision clear that he was to be responsible for having it repaired and paid for as it is within his unit. See attached correspondence letter. The grievance lies with the board not with Evergreen. 

  Customer Answer

  Date: 03/09/2024

  I am rejecting this response because:   

  The vendor THEY provided indicated that Evergreen is responsible. Per the Agreement I am not responsible for anything that comes into my unit as a Fire Sprinkler System is part of A Whole building and not just my unit per Agreement 

  Customer Answer

  Date: 03/09/2024

  Additional this issue was prior to Evergreen taking over management of this property I notified the previous management company. And notified Evergreen asap. Additional other units have had repairs completed to there sprinkler systems at no cost why would the sprinkler system contractor tell me that Evergreen need to approve the costs and service prior to repairs. I had damage to my ceiling caused from building roof leak that took Evergreen over a year to address. The condo documents clearly state that anything from outside a unit into a unit is condo association responsibility.  Please consider the fact that this individual replying from Evergreen has never dealt with this matter directly and due to the high turn over of Evergreen Staff there is no consistency with them. They have and continue to deny my requests for documentation of services rendered in which I and others are billed for. I am a paying consumer and deserve what I ask for. I have been more then flexible and patient with Evergreen.

  

  Business Response

  Date: 03/15/2024

  The Team spoke with ***** and explained to him that this was a Board decision, and that Management can only follow the Board directions. The team explained to *********************** that responsibility of fixing the sprinkler heads inside the units would be responsibility of the owner. We are currently reaching to the board to get more clarity on the situation and will advise **************** of those findings. 

• Initial Complaint

  Date:02/22/2024

  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.

  There was a check sent to ******************** for the amount listed in the last bill provided for me on November 30, 2023, back in January 24, 2024. I called and requested an itemized bill with the remittance address and from them in November and they charged me ***** and still didn't produce the correct document. Whenever I attempt to call to see if my check has been applied to the account, I request for a phone call back, and they always email me back. These people keep telling me to call the attorney in which the attorney does not have an account for me. It has never been so hard to pay a frivolous HOA bill in my life. They took the 1500 dollar check, took a month to post it and still will not speak to me. Then they forwarded my personal information to an attorney's office that doesn't have an account for me. I am fed up with this *******************

  

  Business Response

  Date: 03/04/2024

  The community manager, *********************************, communicated with the unit owner on Wednesday, February 28, 2024. The remaining balance on her account was waived as she indicated she mailed her payment on January 24, 2024. She has a $0 balance and we are removing the lien from her account. She was given the attorney information because the day she called into the office was the date her account was to be transitioned to the attorney. 

  

  Business Response

  Date: 03/05/2024

  The community manager, *********************************, communicated with the unit owner on Wednesday, February 28, 2024. The remaining balance on her account was waived as she indicated she mailed her payment on January 24, 2024. She has a $0 balance and we are removing the lien from her account. She was given the attorney information because the day she called into the office was the date her account was to be transitioned to the attorney. 

• Initial Complaint

  Date:02/22/2024

  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.

  Yes BBB good day today ********************************* has the worst customer service ?? every time I call they have no record of the *** payment on ***************

  

  Business Response

  Date: 02/26/2024

  Subject: Resolution and Future Support Assistance for BBB Complaint #********
  
  Dear *************************,
  
  Thank you for your time earlier on the phone. I am reaching out to provide written follow up in effort to address the concerns raised in your Better Business Bureau complaint. After a thorough review of your account history, we have identified the balance owed to bring your account current through the March assessment. 
  
  To facilitate the resolution process, we kindly anticipate payment remittance of the outstanding balance. If you have any questions or concerns regarding the specific details of the balance or the payment process, please do not hesitate to reach out to our ******************** at ************** or via email at **********************************.
  
  Furthermore, I would like to assure you that our management team is dedicated to providing ongoing support and assistance. Should you require any future support or have additional inquiries, please feel free to contact the following individuals:
  
  1. *********** ********* Manager
     - Email:**************************************
     - Phone:*********** 
  
  2. *************************, ********* Director 
     - Email: *****************************************************
     - Phone: ************
  
  3. *************************, VP of ********* Management:
     - Email: *****************************************
     - Phone:************
  
  Our team is committed to ensuring your satisfaction and addressing any concerns you may have. Your feedback is invaluable to us, and we appreciate the opportunity to assist you as we work towards a resolution.
  
  Thank you for bringing this matter to our attention. We look forward to your cooperation and are here to assist you in any way we can.
  
  Best regards,
  
  ******************;
  VP of ********* Management 
  Professional ********* Management, An Associa Company 

• Initial Complaint

  Date:02/21/2024

  Type:Order 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.

  1) Failure to respond to requests to review contracted vendor agreements utilized for maintenance and special projects which speaks to lack of transparency with actual costs as part of the vendor agreements. Per the by laws, owners are entitled to review contracts to understand how the assessments are imposed. (Record of requests attached).2) Failure to properly maintain common elements within the property as required by the community by laws. (Personal statement attached)3) Consistent increases to common charges fees not supported by appropriate maintenance upkeep. Imposed special assessment fees for projects that were never realized.4) Failure to comply with specific building codes for balcony plank placement. Complaint submitted to *** ********** of ******** Codes. (complaint attached and photo of balcony plank placement currently)5) Over several hundred complaints against this property management company.

  

  Business Response

  Date: 02/29/2024

  We inherited a lot of problems from prior management. ********************** has been delinquent for withholding the special assessment fees and has been with the attorney since early last year. After months of back and forth, he also sued the Association a decision was just handed down by the Court last week which ordered him to pay the balance and his case against the Association was dismissed. The attached provides some detailed information provided to *************************** also responded to him on TownSq (multiple tickets) in great detail. In preparation of the court hearing we had to provide over 40 documents (see attached Discovery Letter)  to ********************** minutes, budgets, correspondence with unit owners, audited financial statements, etc. 
  
  He has access to TownSq (he has also looked at several documents) and Tuxedo is very active in using TownSq. Tuxedo is probably the most transparent Board I have ever worked with and Mat is consistently providing updates on projects. They actually provided all homeowners with the information on the building assessment (attached). I did respond to an email and informed him that if he wanted to review any contracts, he would need to set up an appointment in the ******** office and provide a list of what it is he wanted to review. 
  
  Associa walked into an 80% special assessment being imposed for septic system replacement and repointing of two buildings for 2023. Prior management was there for over 20 years and unfortunately, repair and maintenance was an issue and future funding for reserves was nearly nonexistent.  A reserve study done in 2020 noted the reserve fund was underfunded by 85%.
  
  -Prior management allowed the ***** permit to expire, the Board found out it was expired for over 10 years and daily water testing results were inadequate. They were facing the possibility of substantial penalties from the State.
  -They hired an engineer to look at the septic system and condition of the exterior of the buildings. This report was shared with homeowners. 
  -There are several capital improvements projects that must be completed. 
  oThe septic system requires a full replacement. They would not be able to obtain a ***** permit as the current system is aging infrastructure and not properly filtering the waste. We just recently received the news that the ***** permit was approved for 5 years. Construction on the new septic system will begin in the Spring/Summer of 2024.
  oBrick pointing has to be done on all 13 buildings. The buildings are nearly 50 years old and have never been repointed. 
  oCaulking of all entry doors and windows one building completed, three more will be done this year along with two buildings scheduled for brick pointing.
  oPool was closed by Orange ************************ in 2022 pool must be reconstructed. Engineer was hired and working with **** on approving design plans. That is what the Board did with the budgeted funds for the pool hired an engineer to draft plans and in process of getting approval from OCHD. 
  oRoofs/gutters are going to need to be done in the near future
  oDrainage improvements
  oRetaining wall must be improved with drainage (scheduled for Spring of 2024)
  oBuilding 8 (where he lives) in 2023 experienced an unexpected power failure at a cost of $48,000 for the repair. 

  
  ********************** purchased this property in July 2022 and appears that he nor his attorney did their due diligence before closing on the unit. He should have known of the issues with the property and the financial shortfall if he read the minutes. As the sale took place before we began managing, I do not know what documents (if any) were requested or provided. Quite frankly he should be suing his attorney who handled the sale of the unit. 
  
  He has reported minor maintenance issues through TownSq and they have all been resolved. 
  
  The Board has notified homeowners to anticipate about 10 years of special assessments. Unfortunately, homeowners who have elected  not to pay the special assessment only delay the planned projects. 
  

  
  

• Initial Complaint

  Date:02/20/2024

  Type:Product 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.

  1/16/2022 I paid my neighborhood assessment fee of ****** money order by money gram purchased at Food Town grocery store. I mailed money to previous management company. The lady died from cancer and she did not keep good records. The new management company Associa took over for *************** Estates they sent me a letter stating that I had not paid my neighbor hood assessment. I knew I had the assessment but I could not find the receipt at the time to prove it. At the time new management company took the account I was unemployed. I applied to the ***** ********** of ***************** Affairs to pay the overdue balance. I received the ****** but Associa took all the money to back fees. I found the receipt that proves, I actually did pay the neighborhood assessment on time, but ******* is refusing to refund the money. I sent a email to ********************* Thursday, February 15, 2024 stating that I found my receipt and I would like a refund, because the management company has treated so rudely. I received no reply or response. Then I called today 9:59 am spoke with ******, ***************** He also refused to address concern of a refund.

  

  Business Response

  Date: 02/23/2024

  Thank you for your patience as we researched your account and communication history. During this process we contacted the association attorney regarding your request for a refund. The attorney has confirmed the prior information that was provided to you in 2023 that you are not eligible for the refund as the ***** ********** of ******* paid off the balance owed in 2022 is correct. Our records indicate you sent a picture of a money order purchased on 1/16/2022 however we did not receive any payment until July of 2022 which is why there was an outstanding balance that was paid for by the relief program. Your account is current, and all assessment payments have been received.
  

  Customer Answer

  Date: 02/28/2024

  I am rejecting this response because:   I have provided proof that I paid my neighborhood in 2022, 2023 and I received a ***** from the ***** ********** of ******* and Community Affairs. Associa has purposely run up the bill. I want a refund of 1069 plus pain and suffering.

  

  Business Response

  Date: 03/05/2024

  As the managing agent for the association **************************** cannot distribute funds of any kind without direction from the board of directors. In this case we have been advised that no refund will be issued at this time. The association attorney and board of directors have thoroughly investigated the request and have notified us of their decision.  

• Initial Complaint

  Date:02/17/2024

  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.

  Due to an error, I was paying the incorrect amount for my ***************. I called about it, and was told if I paid the missing amount, the additional fees would be removed.I paid the amount I owed, but the additional fees were never removed from my account. I have called NUMEROUS times; no one ever answers the phone or calls back. I have also sent two letters via the postal service, yet the fees remain on my bill.All I ask is that the additional fees be removed from my bill.

  

  Business Response

  Date: 02/23/2024

  The request was made through our delinquency department and the community manager. Due to staff turnover the request was dropped accidentally.

  The account history of payments and the request to waive late fees are to be reviewed by the community ***** of ********* in their March 12th ***** meeting in executive session. 

  The community manager will communicate back to the owner on what the ***** decides regarding the account. Thank you.

• Initial Complaint

  Date:02/13/2024

  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.

  Each month I pay approximately $400.00 in association dues which includes snow removal and repair of steps/concrete. During the blizzard like conditions in ******* of 2024, the *** and property manager with Associa *******, failed to hold Ringers responsible for not removing the snow, plowing snow behind cars parked in their driveways (including mine) and failed to provide a remedy when I continued to report the icy and hazardous conditions entering and exiting our communitys only entryway onto route 12. This caused vehicles being stuck and siding into lanes of high speed traffic on route 12. Ringers used ineffective plows and other equipment and I suffered as I have Rheumatoid Arthritis and struggled to clear the snow pile behind my vehicle and struggled to walk anywhere in the community with my dogs as the parking lots sidewalks and walkways were covered in icy snow. After many concerns were raised on the community FB page and in the associations portal, we received no remedy. In addition, my concrete porch is crumbling in some areas. I followed the procedures and posted pictures with a description, on the portal. My claim was closed two times (once in 2023 and once in 2024) and I received no reply, explanation , or date of resolution . Others in our community had their concrete repairs completed in the fall of 2023. I am seeking a partial refund if my monthly dues for ******* and my concrete repairs. Thank you.

  

  Business Response

  Date: 02/16/2024

  The owner is a former Board member that recently resigned from the Board the weekend of the Blizzard.
  
  As for the snow removal The association is contracted with Ringers and have a two inch trigger. Ringers was focused on zero tolerance communities and one inch trigger communities before any of the two inch communities. The Board president was in contact with Ringers during the blizzard.  After the association requested cleanup Ringers only came out once on Friday, January 12th, and then on Saturday, January 13th only posted a very small crew to be onsite at the community to clear porches,and sidewalks, and keep up with the roads using a bobcat. Board president reached out to Ringers and explained this was unacceptable, but they did not send anyone else.
  
  Salting was provided after the snow removal was completed.The village of ***********/State multiple times pushed snow back into the entrance way after it was cleared.  
  
  Included are two pictures for 104 Arcadia (where *************************** lives) one from Friday, and one from Saturday. She requested to have the snow cleaned away from her driveway and it was completed.
  
  Also attached are pictures from Friday and Saturday near 23 ******. These pictures show that snow removal was being done and completed to the best ability of the crew that was onsite.
  
  This was a true blizzard and cleanup efforts on the Association and Management side were being followed through to the contractor.
  
  
  As for the concrete work, she was on the Board at the time the proposal was approved. She was informed multiple times that the association chose to do the worst of the worst concrete areas in 2023 and was already costing the association $38,304.00, and that a second walk would be done again in 2024 to address more concrete repairs. The association did not have the funds to do the full community in one year. As we knew there would be a bigger project coming in 2024 to repair/replace on garage lintels due to a safety concern. 

  Customer Answer

  Date: 02/19/2024

  I want to address the snow removal first. The snow was plowed behind my vehicle more than once. I addressed one incident of **** being plowed behind my vehicle on an early morning before I left for work. By the time Ringers was in the lot plowing, almost 36 hours had passed. By then, I had been to and from work and had no choice but to remove the snow myself. The Association is highlighting that I was previously on the Board but left out some facts. The Association stated that I resigned from my position on the Board during a blizzard. I resigned after this and my reasons are valid and include the following. I received an email on Friday sometime in the afternoon, on the day of the "blizzard." The email was from our property manager *******************. **** accused me of putting my garbage cans outside on purpose, to block Ringers from plowing. (Garbage day is Wednesday, the blizzard like conditions were Friday. My garbage cans were sitting in my garage since Wednesday evening.) I did not do this. The garbage cans were my neighbors and **** was made aware on Sunday, 5 days earlier, that the neighbor moved his garbage cans.

  In addition to ****'s email, I began receiving text messages from board members telling me I needed to move my garbage cans. I am a therapist, and I was working at the time. My cell number is also my work number so I have to leave it on. These text messages were very disruptive as I was completing an assessment for a new patient at the time, all while being falsely accused. I was threatened with fines I did not move my garbage cans, which again, were the neighbors. I addressed this with **** and the Board President, as they accused me of intentionally leaving my garbage cans outside to block the snow plows. 

  In our association, the standard practice, as our property manager ******************* informs individuals and board members, is to have picture or video evidence. For instance, if someone doesn't pick up their dog's ****, **** will say that it is not enough to witness it; the other person has to have a picture or a video of the action, in order for the issue to be addressed and/or assess a fine. Because **** did not follow this herself, and because she and the Board President continued to berate me and failed to apologize, then I resigned from the board. 

  The Association failed to require Ringers to use proper snow removal equipment and left our parking lots and streets icy, unwalkable, and created serious driving conditions as the entrance onto route 12 was not properly plowed and salted. Others in our community were making posts on ******** and I am not here to represent them rather to highlight, this was an ongoing issue, felt by many in the community and the Association was aware of it. 

  The Association is claiming that I was made aware that my concrete was not going to be fixed because I was on the board. This is false. As a board member, I continued seeking clarification on the concrete proposal and who and when the concrete work would be completed. As a homeowner, my concrete steps are several levels and they are cracked and detaching from the home. This is creating the concrete to be uneven and is a safety concern. I personally suffer from Rheumatoid ********* and my husband is a disabled veteran. We find it challenging to use our front door due the un-leveling.

  As a board member, I was not made aware of the date and time our property manager and concrete inspector, were touring the community to assess the conditions of steps and sidewalks, which are concrete. I was home in summer of 2023 when I saw ******************* walking past my house with the inspector and a board member. I was not until I stopped them to address my concerns, did they look at my steps. Our property manager ******************* did not address the concrete issues, contract signed with a company, or the facts about who was getting what repaired, in the quarterly meetings; she did this through emails with board members. When this occurs, if I am at work and the board gives enough approval to get a bid or agrees on work for instance, one or two board members may not get a say as this could be finished before they even open their email.

  I questioned why the issues with the concrete was not going to be brought up in the meeting, as the ***/Board should approve contracts during the quarterly meetings, so others in the community can be present and learn about the contract and have a say. My concerns were not addressed. (This is not the first time I asked about issues being handled in emails that create multiple email thread and communications can get lost). Hence, the *** and property manager should be required to conduct business during meetings so it is documented and others can learn about proposals, costs, and so on, and community members have a right to address issues and be heard. Also, we meet four times a year and the only meeting held in person, is the December meeting.

  In sum, the snow removal issues were not addressed as Ringers used ineffective equipment to remove the snow and salt was not applied properly, effectively, or in all the areas of the community. Similar issues were addressed with the board and the *** last year in 2023, as Ringers at one point plowed into the protected wetlands and knocked down trees. This information was provided to the ***, property manager, and board and nothing was resolved. In regard to salting, I have a picture of two opened bags of salt that were left in the parking lot, and remained there weeks after the blizzard. These pictures appear to demonstrate Ringers effectiveness. These issue was shared by another community member in the portal and by myself, along with a picture. The Association did not address this issue with the salt. Lastly, I was never informed as a Board member or as a community member (I addressed the concrete issues recently, in 2024) that my concrete was not going to be repaired or replaced. Again, I put my concern on the portal as the *** requires, and the only response I received both times (in 2023 and recently in 2024) is: "closed." 

  The *** failing to provide snow removal and failing to repair concrete creates safety concerns. I am seeking a resolution as the concrete issue is worse now in 2024, then it was in 2023. I am no longer on the board so whatever was decided then, does not address the fact that the concrete is still cracked and is crumbling more than last year. 

  Thank you for your time and consideration, ***************************

  Customer Answer

  Date: 02/21/2024

  I am rejecting this response because:   

  I want to address the snow removal first. The snow was plowed behind my vehicle more than once. I addressed one incident of **** being plowed behind my vehicle on an early morning before I left for work. By the time Ringers was in the lot plowing, almost 36 hours had passed. By then, I had been to and from work and had no choice but to remove the snow myself. The Association is highlighting that I was previously on the Board but left out some facts. The Association stated that I resigned from my position on the Board during a blizzard. I resigned after this and my reasons are valid and include the following. I received an email on Friday sometime in the afternoon, on the day of the "blizzard." The email was from our property manager *******************. **** accused me of putting my garbage cans outside on purpose, to block Ringers from plowing. (Garbage day is Wednesday, the blizzard like conditions were Friday. My garbage cans were sitting in my garage since Wednesday evening.) I did not do this. The garbage cans were my neighbors and **** was made aware on Sunday, 5 days earlier, that the neighbor moved his garbage cans.
  
  In addition to ****'s email, I began receiving text messages from board members telling me I needed to move my garbage cans. I am a therapist, and I was working at the time. My cell number is also my work number so I have to leave it on. These text messages were very disruptive as I was completing an assessment for a new patient at the time, all while being falsely accused. I was threatened with fines I did not move my garbage cans, which again, were the neighbors. I addressed this with **** and the Board President, as they accused me of intentionally leaving my garbage cans outside to block the snow plows. 
  
  In our association, the standard practice, as our property manager ******************* informs individuals and board members, is to have picture or video evidence. For instance, if someone doesn't pick up their dog's ****, **** will say that it is not enough to witness it; the other person has to have a picture or a video of the action, in order for the issue to be addressed and/or assess a fine. Because **** did not follow this herself, and because she and the Board President continued to berate me and failed to apologize, then I resigned from the board. 
  
  The Association failed to require Ringers to use proper snow removal equipment and left our parking lots and streets icy, unwalkable, and created serious driving conditions as the entrance onto route 12 was not properly plowed and salted. Others in our community were making posts on ******** and I am not here to represent them rather to highlight, this was an ongoing issue, felt by many in the community and the Association was aware of it. 
  
  The Association is claiming that I was made aware that my concrete was not going to be fixed because I was on the board. This is false. As a board member, I continued seeking clarification on the concrete proposal and who and when the concrete work would be completed. As a homeowner, my concrete steps are several levels and they are cracked and detaching from the home. This is creating the concrete to be uneven and is a safety concern. I personally suffer from Rheumatoid ********* and my husband is a disabled veteran. We find it challenging to use our front door due the un-leveling.
  
  As a board member, I was not made aware of the date and time our property manager and concrete inspector, were touring the community to assess the conditions of steps and sidewalks, which are concrete. I was home in summer of 2023 when I saw ******************* walking past my house with the inspector and a board member. I was not until I stopped them to address my concerns, did they look at my steps. Our property manager ******************* did not address the concrete issues, contract signed with a company, or the facts about who was getting what repaired, in the quarterly meetings; she did this through emails with board members. When this occurs, if I am at work and the board gives enough approval to get a bid or agrees on work for instance, one or two board members may not get a say as this could be finished before they even open their email.
  
  I questioned why the issues with the concrete was not going to be brought up in the meeting, as the ***/Board should approve contracts during the quarterly meetings, so others in the community can be present and learn about the contract and have a say. My concerns were not addressed. (This is not the first time I asked about issues being handled in emails that create multiple email thread and communications can get lost). Hence, the *** and property manager should be required to conduct business during meetings so it is documented and others can learn about proposals, costs, and so on, and community members have a right to address issues and be heard. Also, we meet four times a year and the only meeting held in person, is the December meeting.
  
  In sum, the snow removal issues were not addressed as Ringers used ineffective equipment to remove the snow and salt was not applied properly, effectively, or in all the areas of the community. Similar issues were addressed with the board and the *** last year in 2023, as Ringers at one point plowed into the protected wetlands and knocked down trees. This information was provided to the ***, property manager, and board and nothing was resolved. In regard to salting, I have a picture of two opened bags of salt that were left in the parking lot, and remained there weeks after the blizzard. These pictures appear to demonstrate Ringers effectiveness. These issue was shared by another community member in the portal and by myself, along with a picture. The Association did not address this issue with the salt. Lastly, I was never informed as a Board member or as a community member (I addressed the concrete issues recently, in 2024) that my concrete was not going to be repaired or replaced. Again, I put my concern on the portal as the *** requires, and the only response I received both times (in 2023 and recently in 2024) is: "closed." 
  
  The *** failing to provide snow removal and failing to repair concrete creates safety concerns. I am seeking a resolution as the concrete issue is worse now in 2024, then it was in 2023. I am no longer on the board so whatever was decided then, does not address the fact that the concrete is still cracked and is crumbling more than last year. 
  
  Thank you for your time and consideration, ***************************

  

  Business Response

  Date: 02/26/2024

  We appreciate the opportunity to address Ms. ******** concerns. After further investigation, all proposals were sent to the Board on July 13, 2023. *************************** and ********************* had voted to move forward with ******, on July 17th, however, one more vote was needed to move forward with ******, and *********************** responded that she too voted to go with ******. The Board voted over email as they wanted to get in on the schedule to be done in 2023.
  
  Attached are all three bids we received. Also attached is an email from ***************************.
  Also attached are the meeting minutes from September 13, 2023, showing that *************************** seconded the motion to move forward with ****** based on their proposal. The file was to big to add to this email but a copy of the management report for the September 13, 2023 meeting is on Branch access and in the share drive.
  Also attached is a copy of the calendar invite that was sent to the ********** and **** with ****** for the concrete walk.
  
  Our team has responded to Ms. ******** requests about the concrete, and she has been made aware that the Board worked on the worst areas in 2023, and will be addressing more concrete again in 2024.
  
  Snow Removal/Garbage Cans: Attached is a screenshot from the Board president asking *************************** to remove her garbage cans. When ***************** emailed our team about her neighbor who left their cans out, she did not provide a picture and it was assumed that they were in the neighbor's driveway two driveways over from her home. *************************** had put in numerous complaints about not wanting the snow to be pushed to that area. The association is limited on where snow can be placed. She was not threatened to be fined for putting the cans there. If the association wants to have the snow relocated, they can choose to do that, but there is a cost to it, and it can get expensive.
  Attached is a copy of the email exchange from ****************** from Friday, January 13, 2024, at 10:35 pm.
  Also attached is an email received on Saturday, January 14, 2024.
  Also attached text exchanges between ****************** and the board president. ********** cannot control where and when the Village of ***********/State plows route 12 which is the entrance to the community.
  
  ****************** has put in requests to have violations sent to owners without picture evidence in the past.
  
  As for the meeting on *************** had noticed that they have a better turnout for Zoom meetings than they do for in-person. The December meeting is their annual meeting and that is why they choose to do that one in person. We also have two Board members that go between ******** and either Arizona or *******, and this allows them to still attend meetings. 

  Customer Answer

  Date: 02/26/2024

  I am rejecting this response because: I put in a request on the portal about my concrete and was denied information about my porch and concrete being fixed / repaired in 2024. The point I am making is that we as a community, pay a large sum each month, which includes fees for a property manager. The majority of our communications must go through Associa's portal. There was no inspection of the concrete, no communication provided to me by the property manager, it was just "closed."

  The *** reported that I resigned during the blizzard. This is false. I resigned afterwards because the property manager falsely accused me of purposely putting my garbage cans outside to block the snowplows and threatened to fine me because of it. ******************* is unprofessional and did not offer an apology when she learned they were not my garbage cans. ******************* is the property manager and she provided information to me, others on the board, and people in the community that video and picture evidence is needed. She violated her own policy and practice by falsely accusing me, and failing to remedy the situation.

  As members of our community, we pay for snow removal; plain and simple. The snow was not removed in our community streets, parking lots, walkways, and entry and exit ways onto route 12. When this was addressed, the *** failed to offer a remedy. When snow was piled behind my vehicle, I was targeted by the property manager and the board President. 

  Thank you,

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

  

  Business Response

  Date: 04/29/2024

  We value the opportunity to further address Ms. ******** concerns. We have attached some helpful screenshots for her review regarding her complaint.
  
  ****************** was on the Board in June of 2023 and on all emails in regards to the walk and proposals being sent, she had access to all the information so we closed out her request.
  Ms. ******** request in January 2024 was responded to
  ****************** put another request in on April 28, 2024 and our team responded on April 29th informing her that a walk will be scheduled in May or June this year and that both the Board and management have it on their list to take a look at.
  
  On January 12, ********************* (Board President) requested that we send ****** an email asking her to remove her garbage cans so the plows could place the snow in the area. This is one of the limited designated areas that snow can be pushed to.  An email did not come back until Saturday, January 13th
  
  ****************** is correct in her BBB response as she didnt resign until Sunday, January 14th which was two days after the blizzard. A team member saw her email on Monday, January 15th and responded that morning. Our team member did apologize about any miscommunication.
  
  Snow Removal: See attached emails from Board President. ******* lines have the date and time when they were taken:
  
  The Board and Management did everything they could to make sure that the streets were cleared. As stated before, the city of ***********/State plow Rand Rd (Route 12). Neither the Board nor Management can control when they plow they main road. They plowed the main road multiple times even after the communitys clean up was completed.