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

  
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  Evergreen Management Group

  17 Commerce Dr Bedford, NH 03110-6981

  
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  Associa, Inc.

  17049 El Camino Real STE 100 Houston, TX 77058-2611

  
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  Associa

  2698 Junipero Ave STE 101A Signal Hill, CA 90755-2145

  
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  Associa Inc

  27051 Towne Centre Dr STE 200 Foothill Ranch, CA 92610-2819

  

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:01/13/2025

  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.

  On Dec 2, 2024 I paid an assessment of $6870.53 for **************, my rental property. Dec 4, an additional payment of $6870.53 was auto withdrawn. There were instructions for the assessment that it would not be auto withdrawn so I paid manually on their portal. I dis**vered the mistake while out of the **untry from an email from my bank stating I was overdrawn and charged $34.00. I called *** when I returned on Dec 13, 2024. Did not receive a call back. There was an emergency HOA meeting on Dec 23, 2024 and I addressed the issue. **** ******* from *** attended the meeting and I was told by the board that I needed to address this with the property **** ** privately. During the meeting Ms ******* stated she would be working the next day, Dec 24, until 2:00pm. I told her I would call in the morning. No call back. She was on vacation and nothing was done to help me. No other *** employee helped with this issue. I **ntinued to email, put the issues on the property owners portal and **ntinue to be ignored. I finally received an apology letter from Ms ******* stating she was trying to resolve this. Nothing is happening. They have had my money for about 6 weeks. See the most recent emails attached.

  

  Business Response

  Date: 01/14/2025

  In researching this homeowners complaint, we found that her association, **********, has an emergency special assessment in the amount of $18.685.60 which must be paid by February 1st.  The special assessment is billed in 3 monthly installments, per the attached letter.  Ms. ******* paid 2 installments of the emergency special assessment in December, and the final installment of the emergency special assessment is still due.  If she would like to reach out to our office, we are happy to walk her through it or explain further.  Ive attached her account history and the emergency special assessment notice for reference.  There is no refund due to ********** at this time.

  Customer Answer

  Date: 01/18/2025

  I am rejecting this response because:   

  12/2/24. Manually paid $6870.53 assessment on portal after instructions were sent that it would not be an auto payment
  12/4/24.  $6870.53 second payment was auto paid on portal.  Portal obviously was not updated per instructions by ***.  This was not authorized.
  12/13/24. First call to *** to report overpayment of $6870.53.  Left message for property manager **** *******.  No response. No call back.
  12/13/24. There was a notice from the *** that the assessment will be put on hold.  The portal that we manage payment was NOT updated and my balance showed -$6870.53.  The board stated that there would be an emergency *** meeting to discuss.
  12/23/24. During emergency meeting I brought up the overpayment and stated that my call to *** was ignored.  I was told by the board this was a personal issue to discuss with NNJ.  **** ******* was in the meeting and stated that she would be working the following day, 12/24/24, until about 2:00pm.  I told her that I would call her in the next morning.
  12/24/24. Three calls ignored at 9:44am, 10:48am and 11:18am.
  12/26/24. ******* ******* (husband) sent email to **** ******* stating our ongoing issue 
  12/30/24. Began to post the issue on the *** portal hoping that someone from the board would step in and help get my money back
  1/3/25. ******* ********* ***************** member) advised that **** ******* is on vacation until 1/6/25.  She confirmed that the assessment was on hold.  She also stated "A closed executive *** meeting is scheduled for Jan 8" 
  1/3/25. I called NNJ office in ********* to request to speak to anyone who would be managing La Portola *** and portal while **** ******* is on vacation.  I was told by the receptionist that she is not allowed to transfer calls, give names, email addresses or phone numbers to anyone at NNJ to me.  She could only leave a message that I called.
  1/3/25. ******** ****** from *** responded to ******* ******* (email response from 12/26/24 sent to ****) stating they are on vacation but would work on refunding our money.  We were advised to turn off auto payments on *** portal.
  1/4/25. I responded to the comment on the forum from ******* ********* and asked why the portal isn't updated and how I send my Jan 2025 *** fees after we were advised to turn off auto payments.  
  1/17/25 (after my BBB complaint) ******* ********* ***************** member) responded to my comment on the home owner portal stating that they will ask *** to resolve the issue.  This is not the first time she has asked them to take action and process my refund.
  
  
  The response that was sent to the BBB was that there is no refund.  I'm curious who stated this because I have written proof that two NNJ employees are aware of the problem.  Please see attached.  I have been trying to get my money back for over a month.  They have used excuses not to pay me such as "it's the holidays", **** ******* is on vacation". **** ******* is sick".  There were no holidays between Dec ***** or Jan 2-17.  They still have not adjusted the portal so I can auto pay my *** **** without paying a "convenience fee" of $2.99.  The reply to BBB states that I have paid the Jan 2025 assessment.  My documents show that this assessment is on hold.  My screenshot of my account on the portal also doesn't match their claim that it's been paid.  They need to refund my money and stop stonewalling me.

  

  Business Response

  Date: 01/23/2025

  The Board is re-evaluating the special assessment, and it is now on hold while they work with the attorney to determine the best course of action forward. The CAM has been in contact with the homeowner (see attached), and we are processing her refund.

  Customer Answer

  Date: 01/30/2025

  I am rejecting this response because:   They have not refunded my money yet.  They keep saying that they will and nothing has been done.  Someone has adjusted the *** portal that shows -$642.00 for January and February 2025.  I had to turn off auto pay for my January 2025 payment of $770.00.   I paid it of course but they have failed to update the portal to show the correct amounts.  This is for the monthly ***, not the assessment.

  -$6870.53 is no longer showing on the portal that it is owed to me.  NNJ has had this money for almost 2 months.  There is no excuse that it would take 2 months to process a refund for an overpayment.  This is MY money.  I have not authorized them to hold it for a future payment.  They keep telling me they are processing the refund.  

  I have attached emails from **** *******.  The first from 1/21/25 is an apology stating the refund will be processed.   She also stated that the $34.00 and $2.95 fees would be refunded.  After I reported this issue to the BBB, I received the second email on 1/22/25 that stated they will not refund the $34.00 and $2.95 fees.  One was an overdraft fee as a result of the double payment of $6870.53.  The $2.95 is for a convenience fee for a one time payment on the portal because we were told to turn off auto pay (which is free).  This is clearly retaliation.  

   

  

  Business Response

  Date: 02/26/2025

  The Board had to vote to remove the special assessments from all homeownersaccounts, and reassess the correct amount. This was voted on at the February 5 meeting, and the check requests for all affected homeowners were entered into Branch Access.  Ms. ******* was at the February 5th meeting and received correspondence from the CAM on February 7th indicating the check request was in progress.  Reviewing Strongroom (below screenshot),the check to Ms. ******* was issued today.  Backup documentation attached (meeting minutes and email chain between CAM and Ms. *********

• Initial Complaint

  Date:01/10/2025

  Type:Billing 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.

  On or about 08/04/2024 we received a collection letter from an attorney about a yearly assessment of $126.50 and $100.00 capital contribution fee (referencing a condo with an association fee of $111.65 and payable to Locust Grove CFA). Since the purchase of our townhouse (association fee $140.00) on 01/13/2023, we have paid all HOA fees to *******************. Because of this, we legitimately assumed this letter was sent to us in error, therefore we immediately contacted the attorney's office. The letter referenced past collection notices, late fees and attorney fees, none of which we ever received. After several emails, we were informed that we did, in fact, owe these things to ************. We reached out to ***** ******** directly, who was the representative for Locust Grove CFA voicing our complaint. He explained that he would remove the late fees but would not be able to remove the attorney fees making our final bill $311.83. Although we did not think it was fair to be charged attorney fees for something we had no knowledge of and had never been notified about, in the interest of settling this (since it was now November) we paid the $311.83 in full immediately. We assumed the issue was closed. On January 1, 2025, we received an email from him with a new bill to include attorney fees of $320.00 from December. Since the $311.83 was credited to our account on 11/19/24, and no further correspondence took place with an attorney, nor should it have by ***** since the confusion was resolved, we dispute these ongoing attorney fees. We request assistance in resolving this issue, as the next letter will be sent to the ******************** Association. Thank you.

  

  Business Response

  Date: 01/14/2025

  I spoke to Mr. ****** and the problem is resolved.  Mr. ****** was charged legal fees and interest incorrectly after making a payment.  These legal fees ($320.00) and interest ($4.80) totaling $324.80 have been waived.  Mr. ****** agreed to pay the assessment remaining $118.33.  The account will be current, and issue resolved.

  Customer Answer

  Date: 01/14/2025

  Assuming the $118.33 brings our account to 0, I accept this resolution. 

• Initial Complaint

  Date:01/10/2025

  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.

  They verbally gave me extended time to fill out forms yet got charged $5 a day for late fees and did not assist with getting them dropped through the **** They are helping hoa board pass new governing rules without proper procedure.

  

  Business Response

  Date: 01/10/2025

  Hello *******, 

   

  I am the property Manager for *****************. In regard to ******* *******s complaint, late fees on the account were credited back as you can see in the attached account history. The $5.00 fee Mr. ******* is referencing is the monthly Special Assessment payment plan processing fee since Mr. ******* is on the monthly payment option. I did speak with Mr. ******* and it seems the main cause for his frustration is due to the Board of Directors have been working with legal counsel on amending the Associations Bylaws for leasing and the Board would not approve a ten-year lease for the unit in question. Mr. ******* is going to email me directly a list of concerns he has regarding the Association. I will work with the Board on addressing all of his concerns. If you have any questions or concerns, please feel free to call me directly at *************. 

  Sincerely Community ******* *****. 

• Initial Complaint

  Date:01/07/2025

  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.

  I sold my Condo and closed on 7/26/24. Associa Gulf Coast is the HOA manager and in error they received an August HOA fee for $270. They have acknowledged that I am owed an August HOA refund but refuse to follow up to get this to me and fail to hold their accounting department responsible. It has been over 5 months and I have still not received my HOA refund.

  

  Business Response

  Date: 01/18/2025

  We are working with our team to update the owner's address so we can send her the check.

• Initial Complaint

  Date:01/05/2025

  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.

  On August 20, 2024, at a board meeting, the notion of an extended season came up. This is shocking because there were so many against it. A survey went out to the residents to determine interest, and again there was little. For more background, see below: On September 19, 2023, a virtual board meeting for ******** ** *** ***** * was held on Tuesday evening. A motion item to approve the proposal for pool management services came up, and there were two proposals: 1) the regular season to end in September; 2) an extended season to include September weekends in addition to the regular season. It is noteworthy that in the year prior, the extended pool season, which included weekdays and weekends in September, was reduced back to the regular season to end on Labor Day due to little interest. One board member questioned why the extended proposal was even requested, and in response the property manager, mentioned that the ******** ** *** ***** * (**) had expressed interest and so the 2 quotes were asked for in the solicitation. When asked how many people in ** were interested, the property manager responded by stating 50 people (see attached page 2 of the approved meeting minutes). This was an unbelievable number, given that a previous poll for interest in the extended season to include weekdays and weekends in September resulted in low interest. And so it was decided that another poll would be conducted. The results of the poll were posted onto TownSquare, the community management app. The results between both ** and ** were 11 votes for opening on weekends in September, and 47 votes against (see attached poll results). Note this is between both buildings. The statement that about 50 people from ** alone were interested is a clear lie! It is clear that the property manager was dishonest in explaining the reason why an extended pool season proposal was requested from the pool management company.

  

  Business Response

  Date: 01/10/2025

  ******** ** *** ***** * and II share the amenities, including the pool area, in ******** I and split the expenses.  There is an easement agreement setting the cost sharing of the amenities.   Each condominium is a separate corporation governed by their own Board of Directors.  Each meets separately, and has their own management agreement. Each Board can direct the management agent to provide information on contracts, vendors etc.  Individual Board members are not able to prohibit management from presenting information to the Board’s that is surfaced by owners, residents or information that is relevant to the Association. If the particular item is part of the shared amenities each Board is provided the same information and votes on the item.   
  ******** I is comprised of 203 units. 
  ******** II is comprised of 233 units. 
  During Open Forum at ******** II residents and owners requested the Board consider including an extended season at the pool for 2025.  The contract runs thru Labor Day as the regular season. Residents stated that the “talk” around the pool was that approximately 59 people at pool expressed interest in having pool hours extended.  The ******** II Board asked that a survey be sent out on Town Sq to determine the interest in the extended weekend hours.   
  Each association has it’s own dedicated site on TownSq and since the issue needed action from both Boards they each received the survey.  Each Board only has access to information on their site and management consolidated the information for the amenities contract consideration. 
  
  Survey Views  ******** I  ******** II  Total 
   #1  #2  #1  #2  #1  #2 
  Responses  52  49  42  18  34  20  101/436 
  Extend the season 2 weekends  0  7  0  16  30 
  Extend the season 4 weekends  7  11  7  4  40 
  No Extension  18 
  Pool Hours  14 

  
  It was determined that many of the responses were duplicated in the first and second survey.  Since the survey results included duplicate responses from several units and the low response rate Each of the two Boards made the decision to not extend the pool season for 2025.  Each Board has the right to request management to request additional information from vendors and residents/owners on Amenities and the information and proposal are presented to each Board along with their share of the cost. Should either of the Boards request information on an extension of the pool season for 2026, it will be presented to the entire Board of each association for their decision. 

• Initial Complaint

  Date:01/04/2025

  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.

  Violation of as-advertised company ethics, values, vison, local CC&Rs - even when their teams were notified multiple times in writing (over the past year) that their team's repeating/intentional actions and inactions might also be violating civil and/or criminal laws due to the apparent (as documented) discriminatory infliction of hardship

  

  Business Response

  Date: 01/13/2025

  The concerns shared have been provided to the Board of Directors as well as to the Associations legal counsel for necessary support and guidance on this matter.  Management will continue to provide necessary assistance in solving the issues reported.  

  Customer Answer

  Date: 01/13/2025

  Our family, neighbors, government & medical community reject this response because:  
  

  1) Our communication and complaint is with your company, not a subordinate team of managers that are the subject of the complaint.  As you know, the entire hierarchy of managers has been aware since 2023 and continue (see the one and only 2024 email ever received from the president of your management team that acknowledges awareness as you are aware, no further communication ever received, including no response to requests for meeting or arbitration).
  

  2) By deferring back to the team of Associa company representatives engaged in the violations being documented, your company is effectively approving the use of community and Associa company resources to continue the actions behind the complaint without resolution.  By this, your company is both acknowledging awareness and re-authorizing your company to continue the violations in our complaint -even though your team possesses the ultimate power to correct and end the repeating/shifting issues.  This is not a resolution or attempt to resolve. 

  ****** ********* and family

  

  Business Response

  Date: 01/19/2025

  Dear Mr. ************************** you for taking the time to express your concerns. We understand your frustration and take all feedback seriously. Our goal is to clarify the role our company plays and address the points raised in your complaint.

  
  Our company serves as a management vendor hired by and working under the direction of the Board of Directors for your community's Homeowners Association (HOA). As a management company, we do not make decisions on behalf of the Board, the ***, or its membership. Instead, we implement the Boards directives and provide recommendations based on professional standards and the governing documents of the community.

  
  Regarding your specific concerns, given the history of this account and the involvement of the HOA's legal counsel, our team has deferred to them to provide guidance and updates on this matter. We have documented the issues youve raised and continue to ensure these concerns are brought to the Board for review and decision-making.
  Homeowners are encouraged to attend board meetings to voice their concerns or submit written correspondence for the Boards consideration. Management can present grievances on behalf of homeowners during such meetings, should the homeowner choose to submit them in writing.

  
  We want to emphasize that our company acts in accordance with the HOA's established processes and at no point takes unilateral action. Your concerns have been noted, and we will continue to ensure they are addressed following proper channels.

  
  If you wish to further discuss the matter or submit additional correspondence for presentation to the Board, please do not hesitate to contact our office.

  
  Thank you for your understanding.

  Customer Answer

  Date: 01/19/2025

  The community mentioned before is again rejecting this ambiguous response because:   

  Your team is withholding information and not addressing our resolution requirements (like your management teams), and your replies indicate your team is not reading our complaint and documentation carefully. Read our complaint against your company carefully: As documented: the local board, your legal teams and all levels of your company's management team (and now Associa level teams) have been involved and collaboratively aware since the beginning over a year ago - when our family's attendance to board meetings and (per your response and your president's awareness) our as-written communications were being actively ignored and deferred without stopping the violations and (almost weekly) perpetuation physical threats and damages that were recurring (as intentional actions and intentional inactions) despite our demands to cease and desist. 

  Where there is an ongoing, recurring threat/crime against a family that is directly being managed by your organizational team of companies, your company chooses (in writing) to defer to existing Associa organizational process & culture that will knowingly delay corrections while actively perpetuating use of company resources to enable the continued infliction of violent hardship, intimidation, disrespect and de-humanization of accomplished former US-DC DoD and **-Texas medical community civilians - see attached

  For these reasons, this complaint directly applies to the Associa Company.  In addition (in our opinion) everything being documented here contradicts every word we see being advertised to both political and business stakeholders.  

  As you team already know, the dimension of violence against our family that is being documented here is not the only category of violations being "managed" by your company.

  When will we see a reply that addressed the original (ongoing) complaint against your company: 

  Julian 

  

  Business Response

  Date: 02/18/2025

  We acknowledge receipt of the complaint submitted by ****** ********* regarding their concerns within the Homeowners Association (HOA).

  It is important to clarify that The ****************** serves as the professional management company retained by the *** and operates strictly at the direction of the elected Board of Directors. Management does not hold decision-making authority; rather, it executes directives as established by the Board in accordance with the communitys governing documents, applicable laws, and fiduciary responsibilities.

  In response to the complainants allegations, we confirm that the concerns have been presented to the Board of Directors, which is the sole decision-making body responsible for governance and enforcement matters within the community. Furthermore, the Boards legal counsel has been engaged and will be coordinating directly with the complainant to schedule a meeting in an effort to address and rectify the concerns raised.

  Regarding the complainants statements concerning managements role in enforcement and alleged inaction, we reiterate that enforcement authority, including decisions on legal matters, is exclusively within the jurisdiction of the Board. While management facilitates communication and administrative processes, all enforcement actions and resolutions are made at the Boards discretion.

  The complainant is encouraged to direct further inquiries and requests for action to the Board of Directors through the established HOA communication channels. As this matter is currently under review by legal counsel, further correspondence regarding enforcement matters should be directed accordingly.

  Customer Answer

  Date: 02/19/2025

  I am rejecting this response because (again):   This complaint is specifically and unambiguously directed towards Associa (not the local ******************* teams), and we consider it inappropriate for the Associa organization to (again) defer to the local teams - for the reasons stated in our current and prior responses.  

  As a reminder (as evidenced from previously submitted documents): Local Prescott executive management teams use company resources (and HOA funding) to represent the training, ethical values, managerial process and business culture of the as-advertised parent organization (Associa).   Because all levels of local executive management teams demonstrate consistent use of company resources, ************* & funding, positions of authority and contractual authority to inflict, and persist in, discriminatory damages and violations (while ignoring multiple written demands to talk, explain, cease & desist or repair), this complaint is intentionally directed to the (as-advertised) representative and accountable parent organization (Associa).

  As a reminder (as evidenced from previously submitted documents): Local Prescott executive management teams repeatedly used company resources and legal teams to take extreme effort (evidenced in writing) to block and hide our communication about ongoing issues from both board and subcontractors through directives (intimidation?).  Multiple ******************* staff members repeatedly (evidenced in writing) identified the executive levels of ******************* team (not the board) as the sole sources of the immediate managerial directives (both actions and in-actions) being taken that knowingly caused discriminatory hardships and damages.  Yes, as evidenced in the same documents, we believe your executive level management teams, in collaboration with your legal teams, took immediate, direct and sustained actions & in-actions (in the absence of the board) ... and these managerial activities were knowingly taken (for over a year) while ignoring our communication to cease and desist because it was resulting in repeated, persistent harm, trespass and obstruction against our family and property. As documented, this includes "management" through what we believe to be intentional withholding of helpful information while intentionally pushing misinformation - gaslighting (both considered to be a form of emotional and psychological abuse)

  As a last note (for information only): 

   IMMEDIATELY after our family elevated this complaint in our last BBB communication (timeline is documented), a local neighbor (and a known friend of both board and the Prescott executive manager(s) at issue) walked by our home alone.  We do not associate with her or her family, and she (unprovoked) yelled from the street: "Shut up or we will come at you harder!".  Because of her friendship/association with ******** executive management team at issue, we were afraid that this was a potential threat message resulting from our escalation of visibility through the BBB.  We ignored her, and immediately notified law enforcement (Sheriff), a report was created, and the event was formally recorded with the relevant evidence/documentation of the ongoing issues (as requested by the officer). 

  To date, no one locally has replied to our requests for communication or help.  We continue to hope that there will not be further attempts to hurt or intimidate our family, and we continue to hope that the latest incident (requiring law enforcement attention) was not associated with your teams

  When will this complaint against the Associa company be addressed?

  

  Business Response

  Date: 02/25/2025

  The ******************, the professional management company for the **** acknowledges the complaint from ****** *********. It clarifies that the management company operates under the direction of the **** elected Board of Directors and does not make decisions independently. The Board, which handles governance and enforcement issues, has been informed of the complaint. The Boards legal counsel will engage with the complainant to address concerns. The company emphasizes that enforcement actions are the Board's responsibility and encourages the complainant to direct future inquiries to the Board.
  

  Customer Answer

  Date: 02/27/2025

  We are ejecting this response because:   The Associa company continues to ignore the complaint against Associa, and deflect responsibility of accountability to its company Prescott (not the recipient of the complaint) - Associa organizational practices, ethics and marketing discrepancies are the subject and justification for the complaint.  
  

  By continuing to accept Prescott use of company resources for infliction of potentially civil/criminal discriminatory harm and violence against residence that complain  about threats and damages (as evidenced) by using the justification of they told them to hurt you, so its ok with us too demonstrates Associa accepts (organizationally) the potential practice and perception of criminality being reported by victims - and also that Associa will intentionally ignore this complaint as company practice against US citizens being victimized.

  By ignoring this complaint, and communicating acceptance of this practice by its representatives, we also feel that Associa is also publicly communicating a corporate directive (across state lines) to its representatives authorizing them to continue practicing perpetuating the potentially criminal threats, ***** and damages including the messages of shut up or we will come at you harder that occurred with Associa saying someone will reach out to us (no one else has tried to reach out)

  Also, by consistently projecting this organizational behavior/directive via BBB in a way that perpetuates harm against respected members of US *** and ****************** Associa demonstrates it is willing to use ANY forum to inflict and perpetuate consistent harm (through intentional in-action, gas lighting, etc)  and none of these management practices are influenced by any board directives 

  We recommend blocking Associa from using this forum to further communicate  support of perpetual harm against citizens (intentional in-action), and we all recommend a grade if F as justified by these communications. 

  Customer Answer

  Date: 03/21/2025

  Our family has received NO replies from Associa (or its companies) for any type of resolution, so we consider this complaint an open, evolving and unresolved issue. 
  
  Therefore, we will continue to document developments that apply to (and justify) this complaint.  This includes evidence that we believe demonstrates how Associa and Companies (as a company), knowingly accept, enable and promote their teams in the use of resident resources to abuse (physically & psychologically threaten and harm) those same residents. This includes use of persistent intentional actions and intentional in-actions that may be violating local or federal laws.
  
  Currently,  
  > (see attached) Associa teams knowingly ignore our familys written requests to talk or resolve or remove the threats affecting our familys health and safety.  When explicitly asked (in writing) to disagree with the following interpretations of Associa beliefs or intentional actions/inactions (if not incorrect), their attorneys do not disagree:
       >> Associa team can knowingly choose to do whatever it wants to do (both through intentional actions and intentional in-actions) despite knowingly inflicting physical harm,or potentially violating state or federal laws, or if it conflicts with industry ethical frameworks.  we believe this is similar to a criminal interpretation of the 2nd amendment where there would be a criminal belief that the authorization to bear arms gives them the authorization to knowingly hurt innocent families.
       >> Assocai team is rescinding the request to resolve this issue no one has ever reached out to us directly
  

  > (see attached) Associa team send useless emails attempting to redirect our family towards legal dead ends that knowingly prolong the persisting hardships.  For example, Associa teams are ignoring formal cease and desist from legal counsel (final was Aug 2024), but Associa continues to nullify our communication by redirecting us to the legal counsel that no longer represents us (even after they were reminded by the legal counsel of this fact) we consider this a continued intentional infliction of hardship against our family through both intentional actions and intentional inactions
  

  > (see attached) Associa teams are accelerating use of resident resources to inflict discriminatory harm against our familys health and safety because we consider this consistent with the phrase Shut up or we will come at you harder that was used against our family by a good friend of the Associa executive team, we consider it retribution resulting from this complaint

  Customer Answer

  Date: 04/18/2025

  Associa has not made any effort to resolve the Associa management practices reported under this complaint - please see attached

• Initial Complaint

  Date:01/03/2025

  Type:Billing 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.

  Ive been trying to resolve a problem I encounter with customer services numerous time but could never hear back. I emailed at last three times and called in twice over the past month hoping to have the issue being taken care of.I am the owner of a property with *** previously managed by this company, ***, and our neighborhood has recently changed the management.On October 1st, 2024. My $280 HOA payment was cashed by ***. However, after the transition is over and account history being handed over, our current management didnt see this $280 credit showing up on my account.The check number is #************ address is ************************************* *********. CA ******** was cashed by my bank on 10/01/2024 Please see the attached bank statement of the above-mentioned check and the statement showing the check was cashed on 10/01/2024. The statement *** provided for our new management is also attached.

  

  Business Response

  Date: 01/07/2025

  We updated history for the owners account and credited check #*** for $280.00 on 9/30/24. We am sending this over to the new management company so they may correct thw owner's account to show this payment.

  Customer Answer

  Date: 01/07/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/30/2024

  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.

  Damage is being done to our condo. Hundreds of gallons of water per rain are directed under the slab causing potential foundation damage/cracks and ground erosion. Pictures attached.Our HOA/condo Pepper Tree Condominium (Vancouver Wa) has been under management by Blue Mountain (BM) *********. BM- part of ************************* ignored my requests for repairs and emergency calls. Instead, I received threatening letters ordering me to cease contacting BM and threatening me with fines and legal action against me for requesting repairs.Our condo is at the lowest point in the terrain, with a history of flooding, risk of water damage and ground instability. According to the original condo sales document (1979), if ONE CONDO is condemned, there are consequences for the condo complex, circumventing a buy-out. With the damage, our condo is likely to be that ONE condo.Repairs still are not done.HOA/condo meetings are conducted on Zoom, even though we have a clubhouse. Attendance is decreasing, misinformation increasing.Saying that ** was doing a "poor job," HOA appointed one homeowner to conduct communications; he sent un-official "management" newsletters and emails to homeowners; and he requested e-signatures from homeowners to sign off to him. I refused.Another owner of one condo got the whole subdivision assigned to her. She also requested signatures to sign off to her, while not disclosing the subdivision situation. I asked for disclosure. None of this was discussed during HOA/condo meetings.I discovered a major irregularity in our HOA registration. I was subjected to threatening gestures in the condo complex, which I reported to BM/Associa.Subsequently, *** sent me letters threatening me with fines and legal action against me. Still, no repairs on my condo. I contacted Associa headquarters. No *********** summarize, I pay for real estate upkeep, but I got threatened and my condo is being damaged.

  

  Business Response

  Date: 01/02/2025

  As of 12/31/24, Blue Mountain no longer manages *******************, sand as such are unable to further assist as we are no longer the agent for the Association. Please note that any decisions to repair or not to repair lie solely with the Board of Directors of an HOA, not the management company. Blue Mountain cannot require a Board to take action. We would recommend reaching out to your Board either directly or via the new managing agent for information on repairs.

  Customer Answer

  Date: 01/11/2025

  I am rejecting this response because: Responsibility for the damage of the foundation and ground erosion under Blue Mountain Associa management. 
  Blue Mountain (BM) Associa managed our condo complex for a year and a half - starting in the spring/summer of 2023 until the end of 2024. We are paying over $300 ***/condo monthly fee that covers all outside maintenance of the building. However, necessary repairs of the drainage were denied. 
  In the spring/summer of 2024, further damage was done to our condo's drainage system . One functioning downspout on our condo was removed, by a man who told me that he was hired by **. Another downspout was put on, directing water under the slab. Gutters overflowing. Water ******* towards the walls. Water going into the cracks and under the slab.  
  I received no response to my emails to BM, or dismissive responses. No repairs. 
  Via email, the BM manager wrote "the gutters and downspouts of your unit have been inspected and are functioning properly. There is no drainage issue that has been identified. No additional inspections or repairs will be performed at this time, as there is not anything that can be repaired." 
  Verbally, during the *** meeting on Zoom, the ** manager told me that the "repairs weren't necessary."
  It is common knowledge that water under a cement slab causes damage. A manager working for an *** management company certainly should be familiar with this fact. 
  I asked why repairs were denied. 
  I requested a letter stating the reason for refusal of repairs of the drainage. No response. 
  I asked for the contact info for the ** manager AK's supervisor. No response. 
  I contacted BM after-hours service, as gutters were overflowing at night, water ******* towards the walls and the roadway next to our condo was flooded. I received a response from the after-hours workers, but no follow-up. No repairs. 
  I requested to contact the BM district manager. No response. 
  I contacted Associa Headquarters via their website. No response. 
  Instead, I received letters from the *** lawyer and *** president, threatening me with large fines and legal action against me. The letter stated, "Because this issue has been repeatedly addressed, the Association and its management company will no longer respond about the issue. If (my name) continues to contact the management company or legal counsel (I haven't contacted legal counsel) with these baseless concerns about water damage affecting the Association's common elements or condemnation of the condominium buildings, the Association will levy fines plus all attorney's fees and costs incurred." End quote. 
  Contrary to what this letter states - the issue was NOT addressed. The drain pipe was NOT repaired. Water was (is) run under the slab, creating damage. 
  And, contrary to the letter, our condo is put at the risk of condemnation. 
  Wording in the Declaration (1979) indicates that if one condo is condemned, a "partial taking" might be conducted, circumventing a termination vote and a buy-out.  The owner of the damaged condo would lose any "privileges" (right to sue?) and the Board would allocate a "Condemnation Award" to undamaged condos. Our condo is at the lowest point of the terrain, very susceptible to water damage and likely to be the "One" condo condemned. 
  This is an older condo complex, built in the 1970s. There are other signs of neglect (I emailed photos to BM).
  I've asked about the condemnation procedure versus the buy-out during the *** meeting facilitated by **. No clarification. 
  See attached pictures of the damage. 
  Who is responsible? 

  

  Business Response

  Date: 01/13/2025

  Responsibility for repairs in a community lies with the Association and Board of Directors. As we no longer manage this association, we are unable to provide any further assistance. It appears that the association's attorney has become involved by the complainants own statement, that might be a place to start with communication to the Association and Board of Directors.

  Customer Answer

  Date: 01/23/2025

  I am rejecting this response because:   This is a complaint to the Better Business Bureau complaining about Blue Mountain (BM) Associa that managed our condominium complex for a year and a half. The complaint is to provide feedback to BM/Associa, in hope that BBB could help Associa improve their standards. I'm aware that BM/Associa's contract with our *** has recently ended. 
  As stated before, during the time BM managed our condominium complex I contacted ** repeatedly, asked for a supervisor, and even contacted Associa Headquarters. To no avail. 
  Associa's last response says that "Responsibility for repairs in a community lies with the Association and Board of Directors."
  But, for a year and a half, under ************** we were instructed to contact BM exclusively with requests for repairs. We did as instructed, contacted BM; BM denied repairs of the drainage on our condo (screenshots of emails were provided). Actually, more damage was done!  (photos have been attached already.) This is an older condo complex, in a heavy rain zone. Of course, damage to the drainage system has a devastating effect on the building. 
  The response from Associa advises me to "start" with the association's attorney.
  The Attorney (initials PF) who sent me a letter threatening me with fines and legal action against me for requesting repairs of the drainage? The Attorney PF who facilitated gathering signatures (long-term proxy forms) to circumvent voting in our ***? The Attorney PF who didn't answer questions about how damage and condemnation of condo puts the whole complex on a path of termination, circumventing a buy-out? 
  In the 2024 budget, there's an item "legal," with $15,000 a year payment listed, (screenshot attached). Since the budget provided no details, I can only guess that the money was paid to Attorney PF.
  It seems peculiar that a sum of $15,000 a year was paid out in legal fees (to attorney PF?), but a simple repair ($4,000) of a drain pipe was declined.  We were told that BM Associa worked on the budget.
  The role of the Attorney PF in our *** is very concerning. During our *** meetings (held on Zoom, even though we have a clubhouse), the Attorney PF repeatedly declined to provide basic answers to basic questions. 
  Including questions about a serious irregularity in business registration - two ***s with the same number. 
  When BM/Associa became the registered agent of our ***, they should have certainly noticed this irregularity and resolved it. 
  I'm a homeowner, not an expert, but couldn't help but notice that something was wrong.
  On the Secretary of State website, there was our ***, with a registered agent Blue Mountain. There was an *** number next to our ***, clickable (screenshot attached) Upon clicking the number, it turned out that there was ANOTHER *** registered with the same *** number. Our *** and a second ***. That second ***'s registered agent was the legal firm where Attorney PF practices.
  This certainly seemed odd. I contacted authorities, State and Federal. Eventually, the *** number of the second *** was changed. I sent an email about it to our *** and asked about it during the *** meeting facilitated by **. Attorney PF and BM ignored the question. 
  Subsequently, Attorney PF sent me a letter threatening fines and legal action against me. The letter from PF contains bizarre fabrications. 
  In short, our condo and our homeownership suffered damage and setbacks during a year and a half of BM/Associa management.  
  Hopefully BBB can help BM/Associa improve their business standards. 

  

  Business Response

  Date: 02/17/2025

  We appreciate the complainants information and will take the entire situation into account in looking at our procedures. As we no longer manage the complainant's community, there are no actions that we have the authority to take to resolve this situation.

  Customer Answer

  Date: 02/26/2025

  I am rejecting this response because:   

  My condo was subjected to damage under Associa/Blue Mountain Management. 
  I hope Better Business Bureau will review my complaint and make and decide accordingly, that is, to remove Associa's accreditation from the Better Business roster. .
  I'm wondering what if Associa holds other accreditation. I plan to contact Senators and lawmakers There should be regulations of property/HOA management firms.
  

  

  Business Response

  Date: 02/28/2025

  Responsibility for repairs to a condo in an association lie with the Board of Directors. Management companies work at the direction of the Board and cannot undertake projects without board approval. 

• Initial Complaint

  Date:12/26/2024

  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.

  i own a condo in ********** ma fox **** condo ****************************************** we have a owner's meeting every year that are by a zoom call Nov 11 2024 I called about them sending the info for the call before the meeting spoke with ***** at the *************** told me they would send out the info the day of the meeting Nov 11 I never received it so I was not part of the annual meeting I pay my condo fee by mail every mouth I was informed after the meeting that I was not part of that the condo fee was going to be the same and I was going to receive the new coupon book I never received it I called the office on ***** spoke with ***** about not being part of the zoom call she told she would send me the minutes I also told her I have not received the payment book she said she would look in to it and get back to me she did call me back I called on ***** left a message for her she did not call me back I called back again left a message with there answering service to speak with the office manager I have not received a call back from any one of them where do I go from here do I get a my lawyer involved can you let me know what to do thank you ******* L *******

  

  Business Response

  Date: 01/03/2025

  Dear Mr. ******************* is in response to your Better Business Bureau complaint.  

  The notice of the Annual Meeting of Fox **** was sent via E-mail and **** on 10/16/2024.  The hard copy was mailed to your home address which is the same address you have listed with the Better Business Bureau. I confirmed this by looking at our software system which provides the list of addresses the notices were mailed.  It is unfortunate that you did not receive it. The only excuse is it could have been lost in the mail.  However, we did our due diligence by providing proper notice of the meeting. You have not registered with either of our property management systems; MyDartmouthGroup or our new system, TownSq which explains why you didn't receive the notice via E-mail.  We strongly recommend that you register with TownSq so that you can receive notices via E-mail.  There is a lot of information on this portal which you should find interesting. Letters were sent out with instructions on how to register. If you have difficulty, please contact our ************************* at ************************************ or by calling ************ and they will be happy to assist you. 

  Neither ***** nor ********, the former manager of *** ****, recall having spoken with you on 11/11/24. ***** confirmed she spoke with you on 11/23/24 and she expressed her condolences that you hadn't received the notice of the annual meeting and offered to send you a copy of the presentation which she has since done. ***** had taken some days off during the holidays which is why she couldn't respond to you until she returned this week.

  Coupon books were ordered on 12/17/24 and yours was to be mailed to your home address. If you haven't received it yet, please contact our *************************. Our ************************* is your first point of contact. The ************** Representatives are in the office Mon-Fri 9am-5pm while ***** *** be out visiting properties or attending meetings. If they cannot help you, they will either transfer your call or email to someone who can or otherwise forward the message so that you will receive the appropriate response. 

  I would like to assure you that we certainly did not intend to disrespect you in any way, and we are sorry that you felt so. We do our best to respond to Unit Owners in a timely manner. Should we happen to miss your call or email, and you haven't received a response within 24 hours, kindly try reaching out again. We certainly want to be able to assist you with whatever questions or concerns you have regarding Fox ****. 

  Thank you for taking the time to read this response and taking these things into consideration. 

  ***** *******, ****************** Management

  The ***************, managing agent for ************************

   

   

• Initial Complaint

  Date:12/23/2024

  Type:Order 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.

  This business serves as our community's HOA. -It is hard to get in contact with a live person to handle concerns -Business has blocked our ability to pay fees online Recently: business has accused us of not paying despite having a confirmation that our check was cashed. -Invoice provided does little to explain which transaction they're referring to (invoice is overall confusing)

  

  Business Response

  Date: 12/24/2024

  After review of your account we see that a payment was due to us from the collections attorney which has been received and posted to the account.

  The late fee was also waived, and the account is now open for access to you.

  The community manager will be in contact with you regarding the operations of the pool and other common amenities at the property. 

   

  Customer Answer

  Date: 12/24/2024

  I have reviewed the business response and accept this resolution. Though I reserve the right to reopen the complaint pending outcomes of future interactions.