Complaints

• Initial Complaint

  01/04/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ************* Management, ****** formerl, Lead Association Management****** Negligent in providing us with Account and billing info so we are able to pay our Annual Assessment for 2021 and 2022. When we were late, *** immediately referred our account to their on Retainer Collection Attorney and refuse to resolve our account issues and their attorney **** ***** refuses to resolve our account issues; he just wants to get paid for unearned compensation. We filed a complaint on the Management Company and the attorney complaint with Texas State Bar, but the Management Company and attorney denied all of the allegations. Management company is deceitful, corrupted and engages in unfair business practices.

  Business response

  01/07/2025

  *** operates exclusively in *****, and the address associated with the complaint is located in **********. Property owners in ***** associations are responsible for paying their share of the association's expenses, as outlined in the resale certificate provided at the time of purchase. The management company adheres to state laws, as well as the association's governing documents and policies.
  The association has various remedies to address past-due accounts, including the option to turn the account over to a collection agency. Invoices are sent to the address provided by the owner, and it is the owner's responsibility to inform the management company of any changes to their address. Owners may also access their account through the *** portal and make payments, check account balance, change the mailing address, and many other features.
  If you would like us to investigate this matter further, please provide the property address and specify the resolution you are seeking so we can proceed with the necessary research. Thank you.

• Initial Complaint

  11/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 09 NOV 24 I received my annual billing statement from ****************** *** (managed by ************* Management) reflecting fines assessed to me for violations that received no prior notification for by mail or electronically. Specifically I was fined on 31 JUL 24 twice for the same violation. Copy of the email I sent: Request For Violation Documentation ACCT#********** ********** Good morning, a check of my records has revealed that I received no Violation Fee notifications by US Mail and/or electronically (email) during the month of July 2024 as specified in your billing statement dated 25 OCT 24. It appears, according to your statement, Several Landscaping Violations from 28 JUN to 31 JUL 24 were billed to my account, as attached. I have no record of these. Please forward to me any copies you may have of these notices. As stated in my previous email Mr. ******* informed me, by email, the assessed fee for the Fencing Violation was to have been waived. A check of my records, in agreement with my grounds maintenance Contractors records, who I spoke with today, does show that my grass was cut, front and back yards, on 01 & 22 JUL 24 and on 02 AUG 24, approximately every 2 weeks, as we have done since we moved here. I thank you for your time and attention to this matter. My hope here is to avoid an unnecessary escalation of action due to human error or oversight.

  Customer response

  01/03/2025

  Sir/Ma'am,

  Good morning, I received a response from SBB Management on 02 JAN ************************************************************************************* and am attaching those here for your review. It should be noted that the date of the 2nd Violation notice (PDF Document) is titled "07.21.24", however the date on the actual "notice" is 31 July 24, a comparison of the photos shows they are not the same so obviously, some yard maintenance was done between the time the photos were taken. Previous violations issued by SBB Management had a time/date stamp on the actual photo, these photos, sent to me by email after being requested almost 3 months after I requested them, do not have a time/date stamp. I thank you all for your time and attention to this matter.

  Business response

  01/03/2025

  Dear BBB,

  Thank you for the opportunity to address this concern. As a member of the association, the homeowner has an obligation to the association to maintain their property and pay their share of the association's common area expenses. We have reached out to the homeowner to share copies of the letters sent and photos of the violations, which are also attached for your reference. The owner may view association governing documents, account balance, account history, and violations, including letters and photos, and more, at any time on the portal.  Based on the dates provided by the owner, the violations were viewed and sent prior to the dates the yard was mowed. The account was credited $8.50 for the fence violation on 11/13. The remainder of the $514 balance referenced includes the regular assessment of $480, plus $8.50 for each of the two landscaping violations. *** follows state law, and the association's governing documents which include invoicing owners for their share of the association's assessments, as well as following the association's violation policy by notifying owners via mail (and email if there is an email address on file) for any violations. 

  Thank you for your time.

  Your SBB Team

  Customer response

  01/03/2025

  Sir/Ma'am,

   Good morning, including a copy here of the complaint filed with *************************** regarding fraudulent fees assessed. 

  Customer response

  01/03/2025

  I have reviewed the business response and once again request that they follow Texas State Law regarding the notification of violation process applicable to HOAs and refrain from calling assessed fines "Administrative Fees". Additionally, as *** is well aware, I am a disabled person, I have a dedicated contractor that cuts our grass about every 2 weeks as stated in previous communications to them, and BBB regarding these matters. July 2024 was also a wetter than average month (******************************************************************************************************************************) in *********** and you can't cut grass when the ground is soaking wet or in the rain. I appreciate your time and attention to this matter.

• Initial Complaint

  11/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reported that lake number one fountain in ************* was inoperable on September 7th 2024. It is now November 23rd 2024, and the fountain is still not working correctly. I'm attaching the email correspondences between myself and the *** employee. I also spoke with the employee during the most recent *** meeting, which was on November 6th 2024. I was asked to send a picture showing that the fountain light was not working at night. I refused because not only is it insulting, but I believe it's the ***'s responsibility to confirm that a community item is not working. I was assured by both the employee and another employee of the *** that the fountain would be repaired.

  Business response

  12/02/2024

  Good afternoon,

  Thank you for reaching out and providing this information. The lights and fountains were inspected and confirmed to be in working order on 11/15 and checked again on 11/25.  A photo from the 11/25 inspection is attached and an email was sent to the resident on 11/25. Encouraging residents to send photos can expedite the resolution process. We apologize for any inconvenience this may have caused and appreciate your understanding. If there are any further concerns or if you need additional assistance, please feel free to contact the manager directly.
  

  Thank you for your cooperation and support.
  

  Warm regards, SBB Management
  
  

  
  

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've included the transaction history from the beginning to today, 10.15.2024 When we bought this home 9.22.2022 we paid a balanced owed by the previous owners at close. Our title company sent those documents proving we paid this balance at closing which was $360 to CMA the management company in place at the time of our closing. Then *** took over and this transaction didn't carry over. So *** attempted to recollect this balance shown on line one of the trans. history then charged us multiple fees, notice fee,late and a PSI fee all for a charge we already paid. If you look there is a $10 fee removed once we showed proof it was paid. However they never corrected the outstanding balance. Only took off the $10 fee. The balance should of been zero at this point. We also paid the first quarter in advance at closing as typical. This was also not reflected so again more fees for another erroneous charge. I again attempted to reason with *** both through multiple emails and phone calls. To no avail. After 6 months of back and forth over this $153 it turned into over $1100 with all their made up fees on a balance we did NOT owe. I spoke to them on the phone and offered them $1000 just to get our account to zero and pay the upcoming dues. They stated they needed to get "approval " to accept this payment and wpuld call me right back. Instead they sent us a certified letter waiting now $1500 & charged us a demanding letter fee. We also got a maintenance violation for a dead shrub/tree. I sent pics showing the piles of dead branches were my neighbors. They still charged us the violation and psi fees over $600. As well as a violation for patchy house paint which was the sun reflecting off our windshield. I had a stroke Dec 2022 and am now unable to work and on disability. I can't afford the exasperatedand exuberant made up fees for nonsense. I requested a payment plan at this point. They finally agreed but then the $1500 doubled to $3200 without explanation.

  Business response

  10/18/2024

  Thank you for allowing us the opportunity to address these concerns. This account transitioned to *** from *** with an account balance 12/1/22. Our records show we initially heard from Ms. ****** in December of 2023, at which time we recommended submitting a waiver request for board consideration. It's important to note that any waivers or payment plans must be submitted in writing by the owner and approved by the board of directors, who are members of the association and elected by the owners in the community. The management company follows the association's documents, policies, and state law. Following a conversation Ms. ****** had with a board member this summer, *** reached out to her in writing and explained a waiver request requires a written submission from the owner to be considered by the board. Upon receiving this written correspondence to the BBB from Ms. ******* we were able to forward it to the board, which agrees to a 12-month repayment plan as Ms. ****** did not state her preference for repayment. This has been noted on the account.
  

  As members of the association, owners have legal obligations to the association, including timely assessment payments and home maintenance. Association documents, along with individual account details, are available on our website for owner convenience. Owners set up their preferences for notifications, whether it be email, physical mail or both. In cases of non-payment, the management company adheres to the association's collection policy and state law. The increase in the amount due on this account is a result of non-payment and includes assessments and related penalties as outlined in the Declaration of Covenants, Conditions, and Restrictions located on the portal.
  
  Notices have been mailed to address the fading of painted surfaces due to sun exposure, which is a maintenance item that needs owner attention. Please feel free to reach to our customer care team through the portal or call ************** if we may be of further assistance. 

  Thank you from your SBB Management Team.

   

  Customer response

  10/23/2024

  I am rejecting this response because:   

  Our house is a powder blue. It WAS painted prior to us buying the home Sept 2022. So not faded in 2 years. Again, as I informed the Hoa the photos were not patch spot that was sun faded but si.ply the sun reflecting off of our trucks windshield. So that violation needs to be removed. As well as the fees associated with it. 

   

  Dead TREE/SHRUB....  not ours. I sent a photo back to show you those limbs were next to our neighbors garage and trash bins. They cleared them from their back yard.  Nothing in our yard was dead. 

  We PAID the previous owners balance of $363 at the time we bought the house to cma. That was to be removed from our account along with all the late fees, notice fees, and psi fees we were charge for that.

  remove all these crazy fees and we will gladly pay the *** **** we owe.  We sent money to pay the dues, it was lost with cma, so we didn't send any other payments until it was fixed. It hasn't been fixed. 

  we have also been working with our home owners policy to repair our roof and paint the house due to storms. The claim was filed well before this patchy paint nonsense.  We have been speaking with Swat roofing and Liberty mutual since last spring.  Feel free to contact them to see if they will complete the claim faster.  

   Remove all these fees, especially for the violations that were not legitimate and we will pay the account in full.

   

   

  Business response

  10/24/2024

  We appreciate the opportunity to address these concerns. Late penalties tied to this account were researched and found to be correct. If the owner feels this is an error from the initial purchase of the home, it is the owner's responsibility to contact the title company for a cleared copy of the payment to the association for fees collected at closing. If the owner provides this proof of payment, we will promptly correct these fees.  
  
  Regarding the account violations, the following transactions have taken place.
  
  Dead tree/shrub was only sent as a first notice. There were no charges incurred.
  Tree canopy 2 notices were sent for the tree between the sidewalk and street as it was under 6 and impeding pedestrian traffic.   
  Painting 3 notices have been sent and a photo of the paint violation is included herein.
  
  The owner may also refer to the association documents for additional information (located on the portal) or consider attending a future board meeting.  Meetings are noticed to the owner in advance if the owner is registered to receive emails.  The notices are also posted on the portal.

  Thank you,

  
  

  Business response

  10/24/2024

  Dear BBB,

  Please be advised that we have spoken to this owner multiple times and advised them of the same information each time. The owner is not accepting responsibility, however as we have explained many times, it is the owner's responsibility to uphold the community standards as well as pay their prorata share of the association's expenses per the community's governing documents and state law.

  The management company is a third-party provider who upholds state law, community standards, collects dues, and acts at the direction of the board of directors, who are elected by the owners (general membership) of the community. The management company has no authority to make decisions on the association's behalf which is why the owner needs to go through the proper channels to request any variance for a violation, or waiver of dues, payment plan, etc.

  If I can answer any other questions please feel free to contact me.

  Thank you.

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is ran by incompetent people, and their actions align with those of a fraudulent organization. They sent me a letter out of nowhere, saying that they placed a lien on my house and that I need to pay $600. It is absurd, never once did they call me to ensure that I was aware of the situation. They also make it IMPOSSIBLE to login and make payments. Their website tells you that you need to call them/get in touch with them to obtain a code to register or gain access, except when you attempt to call them or email them, they never return your calls or emails to provide you with said code. What then occurs is that your account starts to rapidly accumulate fees and I feel they know this and therefore, make it hard to login on purpose. I made several attempts to get ahold of them and each time that I miraculously got through or the one time code actually worked, Id make sure that my account was paid. I recently got through online and paid the $600 mentioned in the letter, even though I could barely afford right now. I definitely feel like they need to be held accountable for their pathetic lack of communication and their blatant lack of transparency. I am very beyond upset, and I am willing to get with a group of people in my community and lawyer up with an attorney that specializes in cases that deal with HOAs and will proudly fight for/represent those of us that are being taken advantage of by companies like SBB Management. Enough is enough! On another noteit would be a shame if I found out that they are targeting only those in the community whom have Hispanic last names, as that would be an entirely different story/outcome legally. I will not be satisfied until things are fixed quickly with my account and how they are handling business regarding all of the above!

  Business response

  08/05/2024

  Dear **********************,

  SBB is a third-party service provider hired by the community's volunteer board of directors to manage the day-to-day operation of the association including assessment collection.  Each homeowner is a member in the association and has a legal financial obligation to the association.  When SBB began managing this association, your account had a past due balance.  Additionally there was an assessment due in January and statements have been sent monthly. We follow the association's collection policy includes fees for late payments. Two payments were made in June, however, they did not cover the obligation.  We appreciate your notification and show your account to have a zero balance after your payment yesterday, August 4.  The ** Department also has been notified to remove the lien.  You may view your account balance at any time by logging on to the portal.  If you need assistance setting up your account log-in, or if you have any questions, please call **************.  **************** is available M-F *********.

  Thank you, Your SBB Management Team

• Initial Complaint

  07/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This business has been sending unsolicited spam to me for about the last 3 - 4 years, some time several emails a day. I have no connection to this business other than being the recipient of their spam. I have received financial reports not meant for me, and various meeting invites to zoom etc...They are unresponsive to email.

  Business response

  07/17/2024

  Dear ****************,

  We have searched our system for your name and email address and do not find either in our system.  Would you please send a sample email to ********************************** so that we can research the matter? We do apologize for the inconvenience and look forward to assisting with resolution. 

   

  Business response

  07/18/2024

  SBB began managing this community in December of 2023.  **************** is a board member of this community, and therefore does receive confidential information related to association business.  However, he spoke with team leadership on Monday, and they removed his email address from the system at that time.  As an owner in an association we manage, he has the ability to change or remove his email address at his convenience on the system portal.  I have reached out to him via email and confirmed the email address in question was removed from our system.  Thank you, *******************

  Customer response

  07/20/2024

  I am rejecting this response because:   they claimed to have removed my address. I received four more spam messages from them on Friday alone.

  Business response

  07/23/2024

  Dear ****************,

  Thank you for reaching out to let us know this was not resolved. While the email address was removed from the regular list, we learned through the system administrator that the email was connected in two ways.  We have confirmed both are removed and you should not receive future correspondence.  We apologize again for the inconvenience and hope you have wonderful day.  

• Initial Complaint

  05/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Checking my credit report, it shows an account was opened by this company April 20, 2020. Have no idea what this is for and why it is appearing on my report.

  Business response

  07/02/2024

  Dear **************,

  Thank you for your correspondence. ****************************** of which every Foxwood homeowner is a member of, entered into a program for the collection of assessments and other charges due to the association. In this program, it includes credit reporting. Any member of the Association has an account open with the credit bureau, and updates are provided to the credit bureau on the status of each account whether paid in full or outstanding. This provides a benefit to those homeowners that pay the assessments timely to reap positive reporting on their credit. For those who dont enter into an installment agreement or fail to pay, this will also be reported on their credit.

  We hope this helps answer your questions. Please feel free to reach out directly to our team at ************** or email *************************************** if we may be of further assistance.    

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a notice of violation by regular US Mail from this HOA on 07 MAY 24. The notice was not sent IAW Section ******* TPC. The notice additionally stated I am being assessed a fine to my HOA account, called an "Administrative Fee".When I received a similar notification last year, I informed them of this issue, not being in compliance with Texas Law. They had no response.

  Customer response

  05/11/2024

  Sir/Ma'am,

   Attaching here the response I received from the Texas AG ************************** regarding this current matter for your records. It should be noted that the last time this Business issued me a violation (with an "Administrative Fee", = Fine) , last year for my grass being "too long" (with no specification in the notice on what is defined as "too long"), I engaged with them by phone at that time and informed them that I am a disabled person, and have to make arrangements to get my grass cut. I paid the fine with the past year's HOA fees and informed them that would be the last time I would do so.

   Based on the AG's response, it appears that I may have to file a Case with my local JP in ************. I thank you for your time and attention to this matter.

  Business response

  06/11/2024

  The homeowner received a violation notice.  They were advised in the course of the letter that an administrative fee would be applied to their account.  This is not a fine per the governing documents, but a hard cost incurred by the Association to generate notice to the homeowner.

  Section ******* states:  A property owners' association may collect reimbursement of reasonable attorney's fees and other reasonable costs incurred by the association relating to collecting amounts, including damages, due the association for enforcing restrictions or the bylaws or rules of the association only if the owner is provided a written notice that attorney's fees and costs will be charged to the owner if the delinquency or violation continues after a date certain. 

   

  Customer response

  06/12/2024

  I am rejecting this response because:  They themselves stated in the response, last part: The homeowner received a violation notice. They were advised in the course of the letter that an administrative fee would be applied to their account.  This is not a fine per the governing documents, but a hard cost incurred by the Association to generate notice to the homeowner.
  
  Section ******* states:  A property owners' association may collect reimbursement of reasonable attorney's fees and other reasonable costs incurred by the association relating to collecting amounts, including damages, due the association for enforcing restrictions or the bylaws or rules of the association "only if the owner is provided a written notice that attorney's fees and costs will be charged to the owner if the delinquency or violation continues after a date certain."

   Can they not read? I my case, both times, the violation DID NOT occur after the date specified in the unlawful notice they mailed.

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this management company is all about collecting money that is not owed. I have called several times to get access to on-line pay and to no avail.. They will not return your calls or communicate with you effectively as a company should. they have sent me a bill saying I owe them ***** dollars for sending me a letter and that i owe a late fee but if you return a person phone call and fixed the online portal for me it would be paid, This company is just trying to scam for money. Also what is my yearly fee paying for besides making your company Richer (that should be used to send out mail and other things at least that's what they stated).

  Business response

  05/23/2024

  The Association's assessments were applied to the owner's account and due by March 1, 2024.  When payment had not been received by April 1, SBB sent a reminder notice to the owner and applied the late fee per the Association's governing documents.  By May 1, 2024, the assessments were still past due, moving this account to the formal demand letter stage and incurring another late fee per the Association's governing documents.  Payment was finally received on or near the same day this complaint was filed.

  These charges are valid.  The owner will need to request that the Board waive them, since the notice fees represent a hard cost to the Association.

   

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Broken sprinkler. I informed SBB that my sprinkler was damaged by yard crew almost 7 weeks ago. The only thing I am told is that my case is under review by the Westco (yard crew company). When I call Westco, they tell me that no report about the sprinkler has been forwarded to them.

  Business response

  05/23/2024

  I was advised by the Houston branch that this issue was resolved.

  Customer response

  05/23/2024

  I have reviewed the business response and accept this resolution. 

*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. ↩